FAQ
Q: Can I cancel my order?
We accept cancellations of orders only before the product is shipped. If you wish to cancel your order, please contact us as soon as possible using the inquiry form.
【Notes】
•After receiving your inquiry, we will check the shipping status of the product. Depending on the timing, we may not be able to respond because the shipping process is still in progress.
Q: Are there any limits on the number of items I can purchase?
Yes, there is a limit of 8 total apparel items and 1 skateboard deck per order.
Please note that this is done to ensure that all customers are provided with products fairly and to prevent resale.
*In addition, for overseas shipments, in order to ensure safe delivery of products, purchase restrictions are applied even if the total weight of an order exceeds 10 kg.
Q: I can't add items to my cart, even though I'm within the purchase limit.
There is a limited stock of each product. Therefore, even if you are within the purchase limit, you may not be able to purchase the product. Thank you for your understanding.
Q: Can I change the size or color after placing my order?
Due to the specifications of our order system, we cannot change the contents of your order once it has been confirmed.
If you wish to change to a different size or color after completing your order, you will need to cancel your order and purchase the desired item again.
【Notes】
・Please note that the product may be sold out before you can place another order.
・We may not be able to cancel your order depending on the items you order, such as items that cannot be cancelled.
Q: Is there a way to check if my order has been placed?
If your order has been successfully completed, we will send you an "Order Completion Email (Automatically Sent)" to the email address you entered when placing the order. If you do not receive this email, please check your spam folder.
We also recommend that you set up the following email addresses to allow receiving emails in advance.
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●skaterjohn-shop@onken.co.jp
●store+68385898717@t.shopifyemail.com
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【Notes】
・We do not recommend registering an email address from a mobile carrier (such as @docomo.ne.jp / @ezweb.ne.jp / @au.com / @softbank.ne.jp) as emails from our company may not be delivered. We recommend using a different email address such as Gmail.
・If you wish to change the email address associated with your order, please contact us using the inquiry form.
Q: Will the items in my cart ever sell out?
The product will be reserved at the time your order is completed.
If an item is added to your cart, it is not reserved and may be sold out.
Q: Can I change the delivery address after completing my order?
You can change the delivery address before the product is shipped.
Please contact us as soon as possible using the inquiry form.
*Please be sure to enter the relevant order number.
【Notes】
・Even if you change your address from your account page after your order has been confirmed, it cannot be reflected on the shipping slip. Please be sure to contact us using the inquiry form .
・After receiving your inquiry, we will check the shipping status of the product. Depending on the timing, we may not be able to change the shipping address because the shipping process is already underway. In that case, please check the shipping company and the waybill number (tracking number) listed in the shipping completion email, and contact the shipping company's sales office to request a change of delivery address.
・Due to changes in Yamato Transport's services, from June 1, 2023, if you change (forward) the delivery address to a different address than the one you specified, you will be responsible for the shipping fee from the delivery address on the waybill to the new delivery address. Please note that if you change (forward) the delivery address, the shipping fee will be cash on delivery and delivery to the delivery box cannot be made.
Q: When will the item be shipped?
Once payment has been confirmed, your order will be shipped within 10 business days.
Please note that this does not include the day of ordering.
【Notes】
・We will send you a shipping completion email as soon as the delivery is completed.
・Business days are weekdays, excluding Saturdays, Sundays, and holidays. We do not ship products outside of business hours. ( Business hours: 9:00-17:30 (weekdays) )
- Information regarding long holidays such as Obon, Golden Week, and New Year's holidays will be posted on the sales site homepage and on various social media platforms.
・Due to road traffic conditions and logistics congestion, the arrival date may be earlier or later. Also, it may take some time to deliver to remote islands.
Q: Can you combine this with another order?
We cannot combine products with different order numbers.
Due to the specifications of our order system, products will be shipped according to order number.
Q: How much is the shipping cost?
Please see below for shipping costs within Japan.
It varies depending on the shipping area.
■Domestic shipping fee <br data-mce-fragment="1">¥850 for Honshu (excluding Hokkaido, Okinawa, and Kyushu)
Hokkaido and Okinawa ¥1000
Kyushu ¥990
*The delivery company will generally be Yamato Transport.
* If your total purchase amount is 15,000 yen or more (including tax), shipping will be free. (Excluding overseas)
■Overseas shipping costs <br data-mce-fragment="1">Shipping costs vary depending on weight and region.
Shipping fee depends on weight and area.
*Delivery will be by EMS.
Q: Can I specify a delivery date and time?
Sorry, we cannot specify the delivery date and time.
Q: Can I change my payment method after completing my order?
Due to the specifications of our order system, the payment method cannot be changed once an order has been confirmed.
If you wish to change to a different payment method after completing your order, you will need to cancel your order and purchase the desired item again.
【Notes】
・Please note that the product may be sold out before you can place another order.
・We may not be able to cancel your order depending on the items you order, such as items that cannot be cancelled.
Q: What are the payment methods?
•Credit card (VISA / Master card / JCB /AMEX)
• PAYPAL
•Apple Pay
•Google Pay
•Shop Pay
•Amazon Pay
•Pay Later
【Notes】
・For details on each payment method and the timing of withdrawals and refunds, please contact the official office of each company.
Q: Can I exchange the product I received?
We cannot accept exchanges for different sizes, colors, or products due to customer convenience.
In the unlikely event that you receive a defective product, we will exchange it.
We apologize for the inconvenience, but please contact us within 3 days of receiving the product.
■Products eligible for exchange
- You have applied via the request form or contacted us via the inquiry form within 3 days of receiving the product. - The product has not been used or has only been tried on.
- It has not been altered, washed or dry-cleaned.
・There is no odor, dirt, scratches, or loss while the item is in the customer's possession.
・The product (including accessories) must be returned to us in the same condition as when it was delivered
・There is a tag attached
・There is a delivery note
【Notes】
Please contact us with a photo of the problem area of the product attached.
・If an exchange is not possible due to sales conditions, we will provide a refund.
・We will check the photos of the affected areas, and if we determine that the item is not defective, such as fraying or scratches that do not interfere with wearing the item, we will not be able to accept an exchange due to the defect. Thank you for your understanding.
- In the case of an exchange due to a defect, we will cover the shipping costs for the return.
Q: The product I received was damaged or dirty. Can I return or exchange it?
Please contact us via the inquiry form within 3 days of receiving the product.
If we determine that the product is defective, we will provide a refund or exchange.
【Notes】
Please contact us with a photo of the problem area of the product attached.
・If an exchange is not possible due to sales conditions, we will provide a refund.
・We will check the photos of the relevant parts, and if we determine that the product is not defective, such as fraying or scratches that do not interfere with wearing the product, we will not be able to accept returns or exchanges due to defects. Thank you for your understanding.
・In the case of returns or exchanges due to defects, we will cover the shipping costs for the return.
Q: I received a different product than what I ordered.
Within 3 days of receiving the product
We will check the situation and send you the correct item as soon as possible.
*If we are unable to exchange the product due to sales conditions, we will provide a refund.