CUSTOMER SERVICE
SHOPPING GUIDE
Information about ordering, delivery, returns and exchanges, and post-purchase services.
About ordering
Choose the products you want, click "Add to cart," and proceed to the payment screen.
Items are not reserved when you add them to your cart.
Your items are reserved once you click the "Proceed to checkout" button and your order is confirmed.
Order acceptance hours
Orders can be placed 24 hours a day.
Please note that we may be temporarily unable to accept orders due to system maintenance or other reasons.
Payment methods
You can pay by credit card, cash on delivery, Shop Pay, PayPal, Apple Pay, or Google Pay.
Credit card
VISA / MASTERCARD / JCB / American Express cards are accepted.
The following payment methods are available.
One-time payment / Installment payments (3, 5, 6, 10, 12, 15, 18, 20, or 24 installments) / Revolving payment
※ Depending on the card issuer or the terms of your agreement with the card issuer, installment payments or certain installment options may not be available. In that case, an error will be displayed on the payment screen.
Please check the payment options available under your card agreement and place your order again.
Cash on delivery
※ Payment is cash only.
Please note that your order total will not include the cash on delivery fee.
A cash on delivery fee is charged for each delivery. In addition to the total price of the products, please pay the cash on delivery fee shown below directly to the delivery person.
※ Available for deliveries within Japan only.
※ Cash on delivery fees are the customer's responsibility.
＜Cash on delivery fee＞
Flat rate: ¥450 (tax included)
About Shop Pay
You can use the credit card and shipping information registered to your Shop Pay account.
About PayPal
You can use the credit card and shipping information registered to your PayPal account.
For more information about PayPal, see here.
About Apple Pay
You can use the credit card and shipping information registered to your Apple account.
For more information about Apple Pay, see here.
About Google Pay
You can use the credit card and shipping information registered to your Google account.
For more information about Google Pay, see here.
Shipping
Shipping fee
[Japan]
Shipping is free on orders of ¥11,000 (tax included) or more.
For orders under ¥11,000 (tax included), a shipping fee of ¥880 (tax included) will be charged.
[International]
Shipping fees are divided into three categories depending on the destination country/region (in Japanese yen).
| Category | Shipping fee | Free shipping | Eligible countries/regions |
|---|---|---|---|
| A | ¥2,000 | ¥20,000 or more | China, Hong Kong, Taiwan, South Korea, Singapore, Thailand, Malaysia, Indonesia, Philippines, Vietnam, India, Australia, United States, Canada, Mexico, United Kingdom (excluding Northern Ireland), France, Germany, Italy, Netherlands, Spain |
| B | ¥4,000 | ¥50,000 or more | Macau, Brunei, Cambodia, Laos, Maldives, Mongolia, Nepal, New Zealand |
| C | ¥7,000 | ¥50,000 or more | Austria, Denmark, Greece, Poland, Sweden, Switzerland, Turkey, Pakistan, Saudi Arabia, United Arab Emirates, Jordan |
※ We cannot ship to countries or regions other than those listed above, or to Northern Ireland (areas with postal codes beginning with BT).
※ If prices are displayed in a currency other than Japanese yen, they will be displayed and assessed after converting the amounts above at the applicable exchange rate.
Customs duties and import taxes (VAT, GST, etc.) are the customer's responsibility. They will be displayed at checkout and paid at the time of ordering along with the product price and shipping fee.
Items are shipped with duties and import taxes paid (DDP), so in principle, you will not need to pay duties or import taxes upon delivery.
[International Shipping]
Shipping fees depend on the destination (JPY).
Zone A: ¥2,000 / free on orders of ¥20,000 or more — China, Hong Kong, Taiwan, South Korea, Singapore, Thailand, Malaysia, Indonesia, Philippines, Vietnam, India, Australia, United States, Canada, Mexico, United Kingdom (excluding Northern Ireland), France, Germany, Italy, Netherlands, Spain
Zone B: ¥4,000 / free on orders of ¥50,000 or more — Macao, Brunei, Cambodia, Laos, Maldives, Mongolia, Nepal, New Zealand
Zone C: ¥7,000 / free on orders of ¥50,000 or more — Austria, Denmark, Greece, Poland, Sweden, Switzerland, Turkey, Pakistan, Saudi Arabia, United Arab Emirates, Jordan
We do not ship to other countries or regions, or to Northern Ireland (postcodes beginning with BT).
Duties and import taxes are shown and paid at checkout. Orders are shipped DDP, so no additional duties or taxes are normally charged on delivery.
※ For currencies other than Japanese yen, the shipping fees and free-shipping thresholds above are converted to the displayed currency. Prices for South Korea are displayed in KRW (South Korean won). Please confirm the final shipping fees, customs duties, and import taxes at checkout.
Estimated Delivery Times
[Shipping Within Japan]
Orders placed by 12:00 are estimated to arrive within 2–3 days (add 1 day for remote islands, including Hokkaido, Kyushu, and Okinawa).
※ Some items may need to be ordered in, which can take approximately 3–7 days before shipping. We will contact you separately if an item needs to be ordered in. Thank you for your understanding.
Please allow 3–10 days after placing your order for international delivery. Delivery times may vary depending on customs clearance and shipping conditions. For pre-order items and items sourced from another location, please check the estimated delivery date on the product page.
※ Please note that you cannot specify a delivery time.
※ To check the delivery status, go to the tracking information under “View Details” for your order on [MY PAGE] , or use the tracking number sent to you by email.
Please feel free to contact us if you have any concerns about the packaging, such as poor packaging.
We will continue working to improve with your cooperation.
Questions About Delivery Status
※ To check the delivery status, go to the tracking information under “View Details” for your order on [MY PAGE], or use the tracking number sent to you by email.
If You Are Unable to Receive Your Package Due to a Prolonged Absence
If you are not home when your package is delivered, a delivery notice will be left in your mailbox.
Please contact the delivery company using the details on the delivery notice and provide a suitable date and time for redelivery.
Packages can be held for one week from the shipping date.
Please note that if you do not receive your package within this period, it will be automatically returned.
Combining Multiple Orders for Shipment
We do not offer a service to add items to an order or combine multiple orders after an order has been completed. Please check your order details and quantities on the confirmation screen before completing your order.
※ Please Note: Shipments May Be Split
Items may be shipped in multiple separate packages for a single order because different items are stored in different warehouses. Thank you for your understanding.
About the Warranty Card
When you purchase an item that comes with a warranty card, the card serves as proof of the seller and purchase date.
You can download a receipt showing your purchase details from your order history on [MY PAGE] or from your shipping confirmation email as proof of purchase.
Receipts
See below for instructions on how to issue a receipt.
【Issue Method 1】 Click “View receipt” in your shipping confirmation email.
【Issue Method 2】 Click “View receipt” in your order history on [MY PAGE].
【Important Information】
・Downloads are available from the date your order ships.
・For security reasons, we cannot print or mail documents.
・If you do not have access to a printer, please ask a family member or friend to print it for you, or consider using a printing service at a convenience store.
・Before using this service, make sure your browser settings allow downloads.
・Downloads may not be available depending on your browser, browser version, or other conditions.
・Please note that the information shown cannot be changed.
Hemming and Repairs
The GARDEN TOKYO online store offers hemming and repair services. For details, please see [SERVICE & AFTER CARE].
※If an item is defective, please contact us via [chat] within 7 days of delivery.
Cancellations, Returns, and Exchanges
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.
For deliveries within Japan, please contact us within 7 days of receiving your item. We cover shipping costs for exchanges and returns.
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.
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.
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.
Nothing in this information limits consumer rights available under the laws of your delivery destination.
Shipping & Returns Information
About the Cooling-Off System
The cooling-off system applies to door-to-door sales. It is not required to apply to mail-order sales.
Please note that our online shop is a mail-order business, so the cooling-off system does not apply.
Other Important Information
We photograph the product images on our site to match the actual product colors as closely as possible.
Colors may vary between products, even when they have the same color name. Please check the product images to confirm the color before completing your purchase.
Please note that slight discrepancies may occur depending on your monitor and browser settings.