CUSTOMER SERVICE
FAQ
Find answers to frequently asked questions about orders, payments, delivery, returns and exchanges, and more.
FAQ
Cancellations, Returns, and Defective Products
After inspecting the returned item, we will contact you by email within 7 business days. Refunds are generally made to the original payment method. The actual time for funds to arrive depends on the payment method, card issuer, and financial institution. If a refund to the original payment method is not possible, such as for cash on delivery, we will provide separate instructions. Please see our refund policy for the scope of refunds. Any refund deadline stipulated by applicable law takes precedence.
For orders delivered within Japan, cancellations are accepted until shipping preparation begins (while the order status is “Preparing”). Changes to order details, such as the product, color, or size, are not accepted after an order is placed. To request a cancellation, contact us via chat or email and include your order number. This does not limit any rights under applicable law.
Nothing in this information limits consumer rights available under the laws of your delivery destination.
Please contact us as soon as possible once you discover a defective item or an incorrect delivery. In accordance with the law, we will cover the costs of return and arrange a replacement or refund, as applicable. We will also cover any necessary shipping costs, customs duties and import taxes. Your statutory rights to repair, return or refund are not limited to 14 days.
For standard returns and exchanges, we accept requests only if you contact us by chat or email before sending the item back. Please provide your order number and the details of your inquiry. After reviewing your request, we will provide the return address and instructions. Please do not send the item back before receiving our instructions. For standard requests, contact us within 7 days of delivery for orders delivered within Japan, or within 14 days of delivery for orders delivered overseas. This does not limit any consumer rights under applicable law.
Nothing in this information limits consumer rights available under the laws of your delivery destination.
For orders delivered within Japan, cancellations are accepted until shipping preparation begins (while the order status is “Preparing”). Changes to order details, such as the product, color, or size, are not accepted after an order is placed. To request a cancellation, contact us via chat or email and include your order number. This does not limit any rights under applicable law.
Nothing in this information limits consumer rights available under the laws of your delivery destination.
For deliveries within Japan, please contact us within 7 days of receiving your item. We cover shipping costs for exchanges and returns.
Items that have been worn or washed; items with stains, damage, or odors; items with missing or damaged tags or accessories; hygiene products; lucky bag merchandise; sale items; and pre-order items are not eligible for return or exchange.
For standard returns and exchanges, we accept requests only if you contact us by chat or email before sending the item back. Please provide your order number and the details of your inquiry. After reviewing your request, we will provide the return address and instructions. Please do not send the item back before receiving our instructions. For standard requests, contact us within 7 days of delivery for orders delivered within Japan, or within 14 days of delivery for orders delivered overseas. This does not limit any consumer rights under applicable law.
Nothing in this information limits consumer rights available under the laws of your delivery destination.
Please contact us as soon as possible once you discover a defective item or an incorrect delivery. In accordance with the law, we will cover the costs of return and arrange a replacement or refund, as applicable. We will also cover any necessary shipping costs, customs duties and import taxes. Your statutory rights to repair, return or refund are not limited to 14 days.
For standard returns and exchanges, we accept requests only if you contact us by chat or email before sending the item back. Please provide your order number and the details of your inquiry. After reviewing your request, we will provide the return address and instructions. Please do not send the item back before receiving our instructions. For standard requests, contact us within 7 days of delivery for orders delivered within Japan, or within 14 days of delivery for orders delivered overseas. This does not limit any consumer rights under applicable law.
Nothing in this information limits consumer rights available under the laws of your delivery destination.
About Orders
Our company has applied for registration with the tax office as a taxable business and obtained the qualified invoice issuer registration number below.
Company name: リアライズワークス株式会社
Registration number: T5011001063534
You can also check this information on the National Tax Agency's public search site for qualified invoice issuers under the invoice system.
https://www.invoice-kohyo.nta.go.jp/regno-search/detail?selRegNo=5011001063534
The qualified invoices issued by our company are “delivery slips” or “receipts.”
A security code is a number printed on the front or back of a credit card that is different from the card number.
For VISA, MasterCard, and JCB, it is the 3-digit number printed on the back of the card.
For AmericanExpress, it is the 4-digit number printed on the front of the card.
※ A security code is not a PIN.
※ Depending on your credit card company, your card may not have a security code printed on it.
If no code is printed, please contact your credit card company.
Visa, MasterCard, JCB, and AmericanExpress are accepted.
Our site uses “3D Secure authentication” to help prevent unauthorized use of credit cards.
If you use a credit card registered for 3D Secure, you will be redirected to the 3D Secure screen for your card brand and asked to authenticate with your password.
※ 3D Secure is not a PIN or security code.
Credit cards that do not support 3D Secure, or that support it but have not been set up with a password by the customer, cannot be used.
If you have any questions, please contact your card company.
Please note that items in your shopping cart may disappear due to page-transition errors or connection issues, such as not navigating between pages, an interruption in your internet connection, or closing your browser.
Also, items are not reserved until you complete the purchase. Items will be removed from your cart if they go out of stock, so please be aware.
[Within Japan]
Shipping is 880 yen (tax included). Shipping is free on purchases of 11,000 yen (tax included) or more.
[International]
Shipping fees are divided into 3 tiers depending on the destination country or region: 2,000 yen, 4,000 yen, and 7,000 yen. Shipping is free for destinations in the 2,000-yen tier on purchases of 20,000 yen or more, and for destinations in the 4,000-yen and 7,000-yen tiers on purchases of 50,000 yen or more (amounts in Japanese yen).
For currencies other than Japanese yen, shipping fees and free-shipping thresholds are converted into the displayed currency. For South Korea, amounts are displayed in KRW (South Korean won).
Customs duties and import taxes for international orders are not included in the product price. They are displayed during checkout and charged with the product price and shipping fee when you place your order. Please check the SHOPPING GUIDE and checkout screen for eligible destinations and the final costs.
You can issue a “delivery slip” yourself from [MY PAGE] or from your shipping confirmation email.
Please see below for instructions.
[Method 1]
Click “View delivery slip” in your shipping confirmation email.
[Method 2]
Click “View delivery slip” in your order history on [MY PAGE].
[Notes]
・The delivery slip can be downloaded starting on the shipping confirmation date.
・For security reasons, we cannot print or mail delivery slips.
・If you do not have access to a printer, please ask a family member or friend to print it, or consider using a printing service available at convenience stores and other locations.
・Before using the service, make sure your browser settings allow downloads.
・You may be unable to download the file depending on your browser, browser version, or other aspects of your environment.
・Please note that we cannot change the information shown.
You can shop with us even if you are not registered as a member.
If you place an order without registering as a member (guest checkout), please be sure to review the following notes.
[Notes on Placing an Order Without Registering as a Member (Guest Checkout)]
・Pre-order items cannot be purchased.
・You cannot participate in member-only sales or member benefits.
・You cannot cancel an order yourself.
・For other questions about your order, please contact us via the chat on this site or via LINE.
You can pay by credit card, cash on delivery, Shop Pay, PayPal, Apple Pay, or Google Pay.
Credit Cards
VISA / MASTERCARD / JCB / AmericanExpress cards are accepted.
Cash on Delivery (※ Cash only)
Please note that the amount shown for your order does not include the cash-on-delivery fee.
A separate cash-on-delivery fee applies to each delivery. Please pay the delivery driver the total price of the items plus the fee listed below.
Cash-on-delivery fee: Flat fee of 450 yen (tax included)
※ Available for deliveries within Japan only.
※ The cash-on-delivery fee is the customer's responsibility.
About Shop Pay
You can use the credit card and shipping information saved to your Shop Pay account.
About PayPal
You can use the credit card and shipping information saved to your PayPal account.
For more information about PayPal, please see here.
About Apple Pay
You can use the credit card and shipping information saved to your Apple account.
For more information about Apple Pay, please see here.
About Google Pay
You can use the credit card and shipping information saved to your Google account.
For more information about Google Pay, please see here.
An order confirmation email is sent to your registered email address after you complete your order.
It may be in your spam or Promotions folder, or may not have been received successfully, so
please check your registered email address and email settings.
If you have set up email blocking,
please change your settings to allow messages from “storexxx@gardenxxx.com.” If you have checked the above and still have not received the email, please contact us via chat or LINE.
Please check that the credit card number you entered is correct.
Also check the card's usage status and expiration date.
Your billing date depends on the terms of your credit card agreement.
Please contact your credit card company.
How to issue a “receipt” depends on your payment method.
■ If you paid by cash on delivery
Use the “delivery company copy” attached to the delivery slip when your order arrives as your receipt.
The name specified for the delivery address will be printed on the receipt.
The name on the receipt cannot be changed.
■ If you paid by a method other than cash on delivery
Please see below for instructions.
[Method 1] Click “View receipt” in your shipping confirmation email.
[Method 2] Click “View receipt” in your order history on [MY PAGE].
[Notes]
・The receipt can be downloaded starting on the shipping confirmation date.
・For security reasons, we cannot print or mail receipts.
・If you do not have access to a printer, please ask a family member or friend to print it, or consider using a printing service available at convenience stores and other locations.
・Before using the service, make sure your browser settings allow downloads.
・You may be unable to download the file depending on your browser, browser version, or other aspects of your environment.
・Please note that we cannot change the information shown.
We cannot change the payment method after an order has been placed. If you would like to change it, please contact us by chat or email to request cancellation before shipping preparation begins, then place a new order. Reordering may not be possible depending on stock availability. We cannot stop shipment once shipping preparation has begun or after the order has shipped; this does not limit any rights available under applicable law.
Pre-order items can be ordered using a credit card.
When you place an order using a credit card, we check the validity of your card, including its credit limit and expiration date, and reserve the amount of the payment from your available credit.
This authorization remains valid for 50 days. If 50 days pass, we will reauthorize the payment.
If we are unable to reauthorize the order amount, the payment method will be changed to cash on delivery. Thank you for your understanding.
※ If reauthorization fails and the payment method is changed to cash on delivery, you cannot change it back to credit card.
※ Even if you selected credit card payment when placing your order, delivery will be made cash on delivery.
Security
We use cookies to optimize the way our site is displayed to improve your experience, and to statistically examine and analyze browsing activity, among other purposes.
Our site primarily uses cookies for the purposes listed below.
We do not use them to collect your personal information.
・To display the website optimally and improve our services
・To temporarily manage information you enter
・To guide you to the website best suited to the country or region you are accessing from・To statistically examine and analyze browsing activity
To help protect your personal information and keep you safe, we use “SSL” encryption.
This technology is used on every page, including pages for entering credit card information and registering as a member, and all information sent by customers is encrypted and securely managed.
If a “lock” icon appears in the corner of your browser when you send information, this indicates that SSL encryption is in use.
To help you use our site with confidence, we have established a privacy policy and take every precaution to protect your personal information, handling it with care.
For our privacy policy, please see here.
Membership Services
An order confirmation email is sent to your registered email address after you complete an order.
After receiving the email, you can view the order in your purchase history on [MY PAGE], although it may take some time to appear.
If the order does not appear in your purchase history 30 minutes or more after you placed it, or if you cannot find the order confirmation email, your order may not have been completed.
The order confirmation email may be in your spam (Promotions) folder, or may not have been received successfully.
Please also check your settings for receiving emails from specified domains, as this may help ensure successful delivery in the future.
Newsletters are sent only to customers who have requested to receive them.
※ We may also send important announcements separately from the newsletter to customers who have not requested to receive it. Thank you for your understanding.
Newsletters are sent to the email address registered to your membership account. Please check that your registered email address is correct on [MY PAGE].
Depending on your email settings, the newsletter may be in your spam (Promotions) folder or may not have been received successfully.
Please check your settings, including settings for receiving emails from specified domains, and wait for the next newsletter.
Points do not expire.
You can use as little as 1 point.
Specify the number of points you wish to use when placing your order.
※ You cannot use points after completing an order. Be sure to specify the points you want to use during checkout.
GARDEN TOKYO sends special coupons through its newsletter.
Save the coupon code included in your email, then enter it on the checkout screen to use it.
Click here for details on how to use coupons
Log in to MY PAGE using your email address (no password is required).
Enter your email address at MY PAGE / LOGIN, then enter the verification code you receive. If you have a Shop account, you can also log in using “Continue with Shop.”
If you do not receive a verification code, check that you entered your email address correctly and look in your spam (Promotions) folder.
If the issue is not resolved, please contact us via the chat on this site or via LINE.
Please check that the email address you entered is correct.
・Check that there are no half-width or full-width spaces before or after the text you entered
・Check that no full-width characters are included
・Check that uppercase and lowercase letters are entered correctly
・Check that symbols such as “@” and “.” are not full-width
If the email address you entered is already registered, you can log in using that same email address.
Enter your email address at MY PAGE / LOGIN, then enter the verification code you receive to complete your membership registration. There is no membership or annual fee.
For details about member benefits, please see GARDEN PREMIUM CLUB.
The points reward rate is 1% of the selling price of the items in your order (1 point for every ¥100).
Cash-on-delivery fees and shipping fees are not eligible for points. The reward rate varies by membership rank. For details about membership ranks, please see here.
You can check your points on [MY PAGE].
There are no registration, renewal, or maintenance fees.
However, customers are responsible for communication charges incurred when completing procedures or using the service.
You can unsubscribe using “Unsubscribe” at the bottom of the newsletter or by clicking here.
※ You may continue to receive emails for several days to about 1 week after completing the procedure.
About Products
GARDEN TOKYO sells limited-quantity items available only at GARDEN TOKYO and items from advance order events as “pre-order items.”
Pre-order items are made to order and take time to arrive.
Please check the “Estimated delivery” information on the product details page before placing your order.
※ Delivery dates may change due to production circumstances. Thank you for your understanding.
You can order pre-order items in the same way as regular items by adding them to your shopping cart and proceeding through checkout.
[Notes]
・You must register as a member (free of charge) to order pre-order items.
・You cannot specify a preferred delivery date or time when placing your order. Be sure to check the estimated delivery information on the product details page.
・Delivery dates may change due to production circumstances.
We do our best to ensure that product photos show colors as close as possible to the actual items. However, colors may appear slightly different from the actual items depending on your viewing environment (monitor, browser, etc.). Thank you for your understanding.
Be sure to check the size information on each product details page.
Please note that slight variations of 1–2 centimeters may occur between individual items.
※ Items are measured while laid flat. Fit may vary depending on the item's shape and construction. Please consider the listed measurements as a guide.
SOLD OUT items may be available for sale again depending on restock availability.
If an item is restocked, it will be available for purchase on the website.
Please note that even if an item is restocked, you may be unable to order it if only a small quantity is available or depending on the size or color.
For standard returns and exchanges, we accept requests only if you contact us by chat or email before sending the item back. Please provide your order number and the details of your inquiry. After reviewing your request, we will provide the return address and instructions. Please do not send the item back before receiving our instructions. For standard requests, contact us within 7 days of delivery for orders delivered within Japan, or within 14 days of delivery for orders delivered overseas. This does not limit any consumer rights under applicable law.
Nothing in this information limits consumer rights available under the laws of your delivery destination.
About Delivery
We cannot combine multiple orders or add items to an order after it has been placed. We cannot accept changes to the details of domestic orders. For overseas orders, item, color, and size changes are accepted only before shipping preparation begins. To request a change, contact us via chat or email on this site and include your order number.
Cash-on-delivery shipping is available.
Payment for cash-on-delivery orders must be made in cash.
Please note that the amount shown when purchasing items does not include the cash-on-delivery fee.
A separate cash-on-delivery fee applies to each delivery. Please pay the delivery driver the total price of the items plus the fee listed below.
Cash-on-delivery fee: Flat fee of 450 yen (tax included)
※ Available for deliveries within Japan only.
※ The cash-on-delivery fee is the customer's responsibility.
We regret that we do not offer gift wrapping for orders.
We also do not offer gift services such as including a brand shopping bag or removing items that show the price.
Thank you for your understanding.
[Within Japan / Regular Items]
Orders placed by 12:00 will be delivered within 2–3 days (add 1 day for Hokkaido, Kyushu, Okinawa, and remote islands).
Available delivery dates and times vary depending on the delivery address.
[International]
Orders are delivered by international shipping approximately 3–10 days after ordering.
[Special-Order Items]
Items may need to be sourced from another warehouse or one of the eligible stores.
Please allow approximately 3–7 days for special-order items to ship.
※ Depending on stock availability, we may be unable to provide an item even after you place your order. Thank you for your understanding.
We will contact you separately if an item cannot be provided.
[Pre-Order Items]
Please check the estimated delivery information on the product details page.
※ Delivery dates may change due to production circumstances.
As a general rule, you must receive your ordered items within “7 days” of the date they are shipped by our company.
If you are not home, you will be notified with a delivery notice. Please arrange a preferred delivery date within the carrier's holding period and receive your items.
Your items will be automatically returned to us in the following cases.
・You do not contact the delivery carrier using the contact information on the delivery notice
・The address is unknown
・The holding period expires because you are absent for an extended period
Returned items will be processed as canceled at our discretion.
If you are unable to receive your items due to unavoidable circumstances, such as an unknown address, we will reship them.
※ We may decline to reship items.
※ We cannot reship items after an order has been processed as canceled.
※ You cannot specify a delivery date or time for reshipments.
If you refuse delivery, are absent for an extended period, or request reshipment for reasons attributable to you, we may be unable to accept your orders, including items that have not yet shipped. Please be sure to receive your items.
You can add an item to your wishlist using the wishlist button on the product details page.
You can view items you have added under “WISHLIST” in the menu.
※ If you log in when adding an item to your wishlist, you can view it on other devices (such as a PC or smartphone).