FAQs
FAQs
Product
Q. I'm not sure for the product size
For product sizes, please refer to the size information on each product page. The measurements of each item are taken while the item is lying flat, and the measurements can be found in the size guide.
Q. Product picture is different with the real thing
We try our best to faithfully display the product as much as possible, but the specifications, processing, size, etc. of products photographed as samples may differ slightly from the actual product.
Please note that the color of the product may slightly differ from the actual product due to the settings and characteristics of the monitor used by the viewer. Please understand this in advance. Thank you for your understanding.
Q. When will you restock?
If you see a product you like, please purchase it before it is too late. We also take pre-orders for some of our products from the first of each month, so don't miss out. Also, if you follow us on SNS or subscribe to our newsletter, you will be the first to know about the latest arrivals and restocking information.
Order / Delivery Charges
Q. I’ve ordered - but where is it?
Your order will be shipped from our warehouse in Japan. Once your order has been shipped from our warehouse, you will receive an email with tracking information. You will be updated with the path from the warehouse to your address. If you have any questions about your shipment, please contact the shipping company directly.
Q. Is it possible to order pre-order items and in-stock items together?
Orders can be placed, but shipping of in-stock items will be delayed until the pre-order items are ready to ship. To ensure faster delivery of in-stock items, we recommend that you order ordered items and in-stock items separately.
Q. What are your shipping rates?
Shipping rates vary depending on distance and country of order. Please see our Shipping Rates at DELIVERY/SHIPPING page for an estimate of shipping costs.
Q. Will I be charged any customs fees?
Orders from outside of Japan are subject to customs charges in addition to shipping charges. Customs charges will be communicated to you once the orders arrive at your country's border by the shipping carrier, but unfortunately we are unable to inform you of the individual costs at this time. This charge must be paid before the border control authorities in your country will ship the order.
Q. What payment methods do you accept?
Credit cards (VISA, MASTER CARD, JCB, AMEX), APPLE PAY, GOOGLE PAY, and SHOP PAY are available.
Q. I have an issue with my order
We apologize for the inconvenience, please contact our customer service team via email (inquiry@lefritokyo.com) or our contact page. Our team members will be happy to resolve your issue directly with you.
Q. My order has been canceled - how come?
If your order is cancelled by us, you will receive an email explaining the reason for the cancellation. You will not be charged for the cancelled item(s).
Change order information
Q. I want to change my order
Once an order has been confirmed, we are unable to make any changes to the order. We apologize for any inconvenience this may cause. Please confirm the size, color, product. before placing your order.
Q. I want to change my delivery address
We apologize for the inconvenience. We will not be able to respond to your order after it has been completed, so please make sure you have placed your order correctly before placing your order. After your order has been shipped, we will send you an email containing your Inquiry No. in the shipment completion email, so please contact the shipping company directly.
Q. Confirm my order details
You can check your order details from “Order History” on My Page.
Returns and Exchanges
Q. Can I return my order?
Returns and exchanges are only possible if the product is defective or the incorrect item is found. Please contact our Customer Service within 7 business days from the day after you receive the product. We do not accept returns or exchanges for reasons attributable to the customer. Please make sure that you have placed the correct order beforehand.
[Eligible Items]
Merchandise that is obviously defective in terms of product specifications (excluding items processed by USED finishing)
Products that have been soiled or damaged in shipping.
Products that are different from the confirmation received after the order is placed.
[Ineligible Products]
Products that have been returned without prior notice.
Products that have been returned more than 7 days after delivery.
Products that have been used
Sale, lucky bags, and outlet products
Product package (case, bag), tags (product tag, price tag), accessories, warranty card, certificate of authenticity
Products that have been damaged, broken, or soiled, or that have an odor such as perfume or cigarettes.
Foodstuffs (supplements, etc.) and cosmetics after opening the package
Hygienic products such as underwear and swimsuits
※Please note that we may have to refund your money if the item is out of stock at the time of exchange.
※Please open the package as soon as possible after your order arrives and check your order.
Q. Do you guys do free returns?
We will pay for shipping costs in the event that the product is defective or differs from the description on the site. In principle, customers are responsible for shipping and transfer charges in other cases.
Q. Where’s my refund?
Once the returned product has been safely received and verified at our warehouse, we will process your refund within 14 days. You will automatically receive an email notifying you that your refund has been processed, but please note that it may take approximately 7-10 days for the refund to be processed from your payment provider to your account. If you have any concerns about the status of your refund, please contact your bank or payment provider directly to check the progress of your refund.
Q. I have received a faulty item(s)
All of our products are quality checked and packed with care, but in the unlikely event that an item is faulty or does not match the description on the site, we will refund the order amount for that item.
Please contact customer service via email (inquiry@lefritokyo.com) or contact page before returning the product. We will need to see a photo of the problem to verify the damage before returning the item. If you are returning a defective item, please include this in the reason for return and specify the specific defect on the return form.