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About Orders

Q. How can I order?
Please place your order through our online store "OTASAPO". We also sell our products over-the-counter at Natural Pocket in Akasaka.
Q. I placed an order but have not received a confirmation e-mail. What should I do?
If the e-mail address you entered is incorrect, or if you have set up an anti-spam filter in your e-mail, you may not receive the e-mail. If you are a registered member, you can check if your order has been completed from "Order History" in My Page. If you made a guest purchase without registering as a member, please contact our store via the Contact Us page or by phone (0800-333-8858). In accordance with our terms and conditions, there is a possibility that the contract will not be approved.
Q. Do you have samples?
We are sorry, but we do not have samples available.
Q. Is there a purchase restriction?
Basically, no. but some campaigns may have restrictions, so please see the details of the relevant campaign.
Q. Can you gift wrap?
We apologize for the inconvenience. We do not offer gift wrapping service at this time.
Q. Can you ship overseas?
We accept domestic delivery only.
Q. I want to change the payment method for a confirmed order.
We are sorry but we are unable to change the payment method once an order has been confirmed.
Q. I want to cancel my order. How can I do it?
We do not accept cancellations or exchanges in the following cases
1. Cancellation, change or return of items for the customer's convenience after the order confirmation e-mail has been sent.
2. If you fail to notify us of defective products within 8 days of receipt of goods.
3. Loss of any part of the product, such as accessories, due to the customer's responsibility.
4. If the product is defaced or damaged due to the customer's responsibility.
5. If the product has been used even once.
6. other cases in which we deem it unacceptable to accept an exchange in accordance with the above.
For details, please click here.

About payment

Q. Do you charge for shipping?
Free shipping. However, for orders from Hokkaido, Okinawa, and remote islands will be charged 1,000 yen for shipping, only if the total amount is less than 3,980 yen.
(For details, Click here
Q. Do you accept cash on delivery?
We do not accept cash on delivery (COD) purchases.
Q. I would like to purchase by transfer.
Please choose Paidy when you select "Select Payment Method" on the payment details confirmation screen.
Q. What types of payment methods are available for Paidy?
Convenience store, bank transfer, account transfer, or immediate payment can be selected.
Q. I would like to know the due date for Paidy.
There is detailed information in a e-mail or short message from Paidy.
Q. I forgot the due date for my Paidy and my payment was late. What should I do?
You will receive a new email or short message from Paidy.
Q. When is the date of credit card withdrawal?
It depends on the credit card company you use. Please check with your credit card company.
Q.  What credit cards do you accept?
VISA, MasterCard, JCB, American Express, and Diner's Club are accepted.
Q. Can I get a receipt?
A receipt will be sent to your registered e-mail address when your order is confirmed.

About Shipping

Q. Can you send it to a different address than the one I entered when I registered?
Please enter your preferred delivery address on the payment page before confirming your order.
Q. Who will be the shipping company?
We will send it by Japan Post.
Q. Can I change the shipping company?
We are sorry. We do not allow customers to choose.
Q. How long does it take to receive my order?
Usually ships in 2-5 days.
※Delivery may be delayed due to traffic conditions or natural disasters.
Q. Can you ship it to me immediately?
Orders are shipped sequentially to those who have placed them. If you order without specifying a date, you will receive your order in the shortest possible time.
Q. Can I specify the date and time of arrival?
If you wish to specify a specific date and time, please be sure to enter this information at the time of order. We will not be able to accommodate requests made after the order has been placed.
Q. What happens if I am away on the day of delivery?
You will receive a delivery notice from the shipping company. Please contact the courier yourself and make a request for a re-delivery. ※Mail delivery will be posted in the mailbox even if you are not at home
Q. I have lost my delivery notice, what should I do?
Please contact us through the Contact Us page or by phone (0800-333-8858) and we will look into the matter and request a re-delivery.

About Subscription Purchases

Q. Do you offer a subscription?
Currently, we do not offer subscription services. We do have a set item where you can purchase multiple pieces at one time.

About Member Registration and My Page

Q. I forgot my password.
From My Page, select "Forgot your password?" and enter your e-mail address. Please check the email you receive and follow the instructions to set a new password.
Q. I would like to change or add an address.
Please go to "Change Member Information" from "My Page" and select Change. If you would like to add a new address, please go to "Add a new address" and set it up.
Q. I want to change my login ID and password.
You cannot change your login ID. To change your password, please select "Forgot your password?" and enter your e-mail address. Please check the email you receive and follow the instructions to set a new password.
Q. I do not want to register as a member.
You can make a guest purchase without registering as a member. Please enter your name and address each time you make a purchase.
Q. Please do not send direct mail.
Please follow the instructions at the bottom of each direct mail to unsubscribe.
※There is no link to unsubscribe in emails sent at the time of purchase, etc.