Shipping J-Pop Culture goods from Tokyo to the world!

FAQ

Payment


Q01:Can I pay by credit card?

You can pay by credit through PayPal Guest Checkout servise to use your card. You cannot pay directly to TokyoGirls'Update Store by credit card.

Q02:What payment methods are available?

We accept payment through PayPal.

Q03:Can I order using payment on delivery?

We cannot accept payment on delivery items.

Shipping and Return


Q01:How much is the shipping fee?

Shipping fee is uniformly fixed by region. Instead of that, number of items you can buy at once is limited to up to 5.
Postage by area is as follows:

Asia : $20
Oceania, North America, Central America and the Middle East : $25
Europe : $28
South America and Africa : $40

Q02:Can I specify a day or a time for delivery?

You cannot specify a date, or time for delivery.

Q03:How long will it take for the order confirmation email to arrive?

The email will be sent within 3 business days after your order is received. Please note, we will not be able to confirm orders made on Saturday, Sunday, or on Japanese national holidays until the next business day.

Q04:Can I check the progress of items which are being shipped?

We will send you a tracking code in the confirmation if shipping email. You can check the progress of your items by entering that code on the EMS website

Q05:Which countries can you send the item?

We can send to where EMS service is available, please check if you can receive your item here.

Receiving Orders


Q01:How long will it take for my items to arrive?

First, you will receive an Order Confirmation email within 3 business days of placing your order. Your items will be sent roughly 3 to 7 business days after this email is sent.Items are sent from within Japan, and will take around 2 to 9 days to arrive.

※ The length of time it takes items to arrive will depend on their destination.The number of days stated here is only an estimate, and we ask for your understanding in cases where it may take more time for items to arrive.

※ For detailed information, please refer to EMS. EMS Website (will open in a new window)

Q02:Can I return items I have purchased?

We cannot accept returns or exchanges based on a customer’s personal preferences. Please check your order carefully before placing it.

Q03:What should I do if I receive a defective order.

If an item is defective we will exchange it for a non-damaged item. We ask that you send us an email via our Inquiry Form detailing the problem within 7 days of receiving your item. We cannot exchange items if it has been more than 7 days since the item arrived, or if the item has been worn.

Q04:What should I do if the item is not the item I ordered, or if items are missing?

We ask that you contact us via our Inquiry Form within 7 days of receiving your order.

Q05:What should I do if I didn’t receive an order which was sent to me?

Online shopping is only possible because of the trust shared between our company and you, the customer. If you received a delivery slip for an item, and such a longtime passes without you accepting the item that the order is cancelled or sent back, we may not be able to sell to you in the future.

© 2014 Tokyo Girls' Update All Rights Reserved.

Hosted by Rabbit Commerce