FAQ – AKANE UTSUNOMIYA ONLINE SHOP

For product sizing, please refer to the SIZE GUIDE section on the product details page.
Product sizes are measured using the following methods:

-All items are laid flat on a platform and the external dimensions are measured.
- Depending on the product, there may be an error of 1 to 2 cm.
Please compare the measurements with the size of the product you want to purchase and consider what you want.
・This website uses its own unique measurement method, which differs from the standard Japanese size notation. Also, shoe size standards and units vary from country to country.
・Depending on the product, it may be difficult to indicate the Japanese size. Please use the size name as a guide only.

It is possible that you have set up reception settings such as domain-specific reception or email address specification.
If you are a registered member, you can check your order details in "Order History" in MY ACCOUNT .

For mobile phones
Please disable domain-specific reception or register "@akane-utsunomiya.com" in your domain-specific reception.
If you are still unable to receive emails even after changing your settings, please contact us using the inquiry form .

For PC users: Please check your receiving settings, spam folder, and settings to reject spoofed emails.
If your spam box has been disabled, there may have been an error in the address you entered. Please contact us using the inquiry form .

You can cancel your order only before the product is shipped. Please contact us via the contact form . We will process the cancellation.
If you wish to change your order, please cancel it and place a new order.
Please note that we cannot accept cancellations due to customer reasons after the product has been shipped.
You can check the shipping status of your product in the progress section of MY ACCOUNT .

For more information, please see the "Cancellation" section of the User Guide.

If you choose cash on delivery, the total amount to be paid will be the product price + shipping fee + cash on delivery fee.
A handling fee of 648 yen (tax included) will be charged per order.
Cash on delivery is available only for orders up to 600,000 yen in total.

For more information, please see the "Payment Methods" section of the User Guide.

If you are not at home when the delivery is made, the delivery company will leave a "delivery notice".
Please check the contents of the delivery slip and contact the delivery company to arrange a re-delivery date. We will store your package at our office for a maximum of 7 days from the date of shipment. Please note that if the storage period is exceeded, the package will be automatically returned to us.

We apologize for the inconvenience, but please return the product to us cash on delivery within 14 days of receiving it.

If we have it in stock, we will exchange it for you.
If the item is out of stock, we will refund your money.

In addition, we cannot accept exchanges or returns in the following cases:
Products that cannot be returned
1. Products that have been used and washed once, and some other designated products
2. Products that customers wish to return for personal reasons: ・The size does not fit ・The product is different from what they expected ・The order was incorrect, etc.
3. Products that have been repaired or modified at the customer's request
4. Products that have become damaged or stained while in the customer's possession
5. Products that have been delivered more than 14 days ago

For more information, please see the "Returns and Exchanges" section of our User Guide.

It will take about a week.
Once the return procedure is complete, we will refund you by cash transfer to your designated account.
If you paid by credit card, the refund will be made through your card company.
*If the return procedure is completed after the credit card company's closing date, the refund may be made the following month. Please contact your credit card company for details on closing dates and refund dates.

The AKANE UTSUNOMIYA ONLINE SHOP can be viewed in the following environments.
If you use the site in an environment other than those listed below, the display may differ from the original design and some functions may not be available. Also, from a security perspective, we recommend that you enable automatic updates for your browser and OS.
*The recommended environment includes both the OS and browser requirements.

[If you are using a smartphone]
[OS]
iOS10 or later, Android 7.0 or later
[browser]
Latest version of Google Chrome, latest version of Safari, latest version of FireFox

[If you are using a computer]
[OS]
Windows 7 or later, Mac OS X 10.12 or later
[browser]
Internet Explorer 11 or later, latest version of Google Chrome, latest version of Safari, latest version of Firefox

Cookies information
AKANE UTSUNOMIYA ONLINE SHOP uses cookies. Please set your browser to accept cookies.

[Internet Explorer]
1. Select "Internet Options" from "Tools".
2. On the Internet Options screen, click the "Privacy" tab.
3. Set your privacy settings to "Medium" or lower.

[For Google Chrome]
1. Select "Options (O)" from "Google Chrome Settings".
2. Click the "Content Settings" button under "Advanced Settings" and then "Privacy."
3. Check the Cookie box for "Allow local data to be set (recommended)."
4. Close all option tabs.

[Safari]
1. Select "Preferences" from the Safari "Menu".
2. Select "Security" and check "Always accept cookies."
3. Close all menu screens.

[Firefox users]
1. Select "Tools" and then "Options."
2. Open "Privacy" and select "Keep cookies from sites" under "History."
3. Also, select "Accept third-party cookies."
4. Similarly, for "Keep cookies for", select "Until the expiration date specified by the site".

About JavaScript
AKANE UTSUNOMIYA ONLINE SHOP uses JavaScript. Please enable JavaScript in your browser settings.

[Internet Explorer]
1. Select "Internet Options" from "Tools".
2. On the Internet Options screen, click the "Security" tab.
3. Click "Custom Level".
4. Under "Scripting" select "Enable" for "Active Scripting".
5. If your privacy settings are set to "Medium-High" or higher, click the "Edit" button in the "Website" field, enter "https://shop.akane-utsunomiya.com/" in the "Website address" field, and click the "Allow" button.

[For Google Chrome]
1. Select "Options (O)" from "Google Chrome Settings".
2. Click the "Content Settings" button under "Advanced Settings" and then "Privacy."
3. Check "Allow Javascript to run on all sites (recommended)"
4. Close all option tabs.

[Safari]
1. Select "Preferences" from the Safari "Menu".
2. Select "Security" and check "Enable Java" for Web content.
3. Similarly, check "Enable JavaScript" for web content.
4. With the above two boxes checked, close all menu screens.

[Firefox users]
1. Select "Tools" and then "Options."
2. Open "Content" and select "Enable JavaScript."

About the product

About orders

Payment

About delivery and shipping charges

Returns and Exchanges

About your environment