User Guide

[For first-time visitors]

About AKANE UTSUNOMIYA ONLINE SHOP

AKANE UTSUNOMIYA ONLINE SHOP is an internet shopping site operated by AKANE UTSUNOMIYA Co., Ltd.

This is a place to propose new styles to customers who share AKANE UTSUNOMIYA's visual worldview.

Please read the following precautions carefully before using.

At AKANE UTSUNOMIYA ONLINE SHOP, if you register as a member (free of charge), your next order will be smoother. Of course, you can also make a purchase without registering.
We also offer a convenient service to members that allows them to view their usage status and history.

You can purchase products without entering your address or other information.
You can check your order information, purchase history, etc. at any time in " MY ACCOUNT ".

We have adjusted the product images to be as close to the actual colors as possible, but please note that there may be slight differences in the colors of the actual product and the images depending on your viewing environment (computer/monitor environment and settings, etc.).

Please note that as a general rule, we do not accept returns, exchanges, or cancellations due to customer convenience.

[postage]

Hokkaido, Kyushu, Okinawa 990 yen (tax included)
Domestic regions other than those listed above: 660 yen (tax included)
Free shipping for purchases over 20,000 yen (tax included).

Delivery is limited to within Japan. We are currently unable to ship overseas.
If the product is in stock, it will be delivered within 3-4 days, but depending on the product it may take 5-10 days.
If payment is made by bank transfer, the number of days after the transfer will be counted.

[Shopping Guide]

Shopping process at AKANE UTSUNOMIYA ONLINE SHOP

Search for products You can select items by category from the menu displayed in the online store.
Check the product details page. Check the color, size, product introduction comments, detailed product images, etc. on the details page.
Add items to your cart Select the size and color of the item you want and click the "Add to Cart" button.
Check the contents of your cart. If you want to continue shopping, click "X (Close)". If you want to order the contents, click "Purchase".
Enter your order information If you have already registered as a member of AKANE UTSUNOMIYA ONLINE SHOP, please enter your ID and password to log in. If you have not yet done so, please enter your customer information.
If you are using Google Pay, please click on the express checkout "G Pay" button.
In addition to the address you have registered in advance, you can also select your parents' home, workplace, etc. as your delivery destination.
If payment is made by bank transfer, the number of days after the transfer will be counted.
Choose your payment method. You can pay by credit card, cash on delivery, or bank transfer.
[Credit card]
We accept Visa, MasterCard and American Express cards.
[Cash on delivery]
The cash on delivery fee is 660 yen nationwide.
Confirm your order and complete the process

Please check the shipping address and order details, and if there are no errors, click "Complete Order".
Once your order has been processed, we will send you an order confirmation email.
Your order is now complete. Please note down the order number that is displayed.

Please note that if your order is not completed, or if there is an error in your email address or if there is an error in your email reception settings, you will not receive an email.
If there is a problem with your order, we will notify you by email to put the order on hold.
You can check your order details and other information from " MY ACCOUNT ".

[Payment Methods]

Payment options include credit card, Google Pay, cash on delivery, and bank transfer.

[Credit card]

The maximum amount that can be used per order is 600,000 yen (tax included).

This site uses a payment processing company to process credit card payments safely.
The fee will be deducted based on the membership terms and conditions of each card company. Please check the membership terms and conditions of your card company for details.
If your card company's approval is not obtained, your order may be refused.
If there are any errors in the order form, payment will be made by bank transfer.
If you return the item after the closing date, the payment will be deducted from your card and then refunded by the card company.
In the case of credit cards, we cannot process your order if the name on the card is different from that of the person placing the order. Please note that we may also need to confirm your identity by phone.
If the phone number you registered when placing your order is a mobile phone number, or if the registered address is other than your home address, we may contact you to verify your identity. We apologize for any inconvenience this may cause, and we appreciate your understanding and cooperation.
Please note that due to company circumstances, we are unable to accept orders using credit cards issued overseas.

[Google Pay]

You can pay with a credit card registered with Google Pay™
Google Pay is a convenient payment method that allows you to make payments without having to enter your credit card number or other details, simply by logging in to your Google account.

How to use

Click on the Express Checkout "G Pay" button in the Contact Information section.
If you're not logged in to your Google account, log in here.
If you have already logged in to your Google account on your browser, this screen may be skipped.
If you're not logged in to your Google account, log in here.
Please confirm the registered credit card and click the button.
We use Google Pay's authentication service and do not store any credit card information.
If you have not registered a credit card with Google Pay, you will be prompted to register.
On this screen, register a new credit card and click "Continue."
The AKANE UTSUNOMIYA ONLINE SHOP order confirmation screen will be displayed.
Please check the information you entered and if it is correct, click the "Complete Order" button.
If you wish to make any changes, please go back and make your changes by clicking the "Back to Payment Methods" button at the bottom left. If you wish to change your shipping address, please go back to "Customer Information" and make your changes.

From next time onwards, if you are logged in to your Google account, you will be able to skip entering your credit card number etc.

[Cash on delivery]

This site accepts cash on delivery payments via Sagawa Express.
Please pay in cash to the delivery person when you receive the product.
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 660 yen (tax included) will be charged per order.
Cash on delivery is available only for orders up to 600,000 yen in total.
Please be sure to specify the delivery address as the recipient or someone who can definitely receive the item.
If the orderer and the delivery address are different, we may ask the orderer to confirm the order details.
The receipt issued by the shipping company that you receive when the product arrives is the official receipt under tax law.
The fee does not include shipping costs.
If we are unable to deliver all the items together due to our circumstances, we will not charge a COD fee for the items sent later.
Cannot be used for orders specifying a gift recipient.
This service is not available on some remote islands and in some areas.

[Bank transfer]

Payment can be made by transferring money to our bank account.
Please note that we do not accept orders with payment in advance.
After placing your order, please transfer the payment to the account below within two days. We will ship your item after confirming the payment.
When making a transfer, please include your name and phone number.

Bank name: Kiraboshi Bank Branch name: Setagaya Branch Branch number: 032
Account: Ordinary 5015221
Account name: Akane Utsunomiya

When making a transfer, please use the same name as the person placing the order.
Please note that bank transfer fees will be borne by the customer.
If you choose bank transfer, the total amount to be paid will be the product price + shipping fee + bank transfer fee.
Please contact your bank for details on transfer fees, etc.
We cannot take any responsibility if you transfer money to the wrong account. Please be careful before making your transfer.
If we have to cancel your order due to circumstances on our side, we will refund the amount to your designated account. In that case, we will cover any fees.

[Shipping and delivery information]

Delivery company: Sagawa Express
Hokkaido, Kyushu, Okinawa 990 yen (tax included)
Domestic regions other than those listed above: 660 yen (tax included)
Free shipping for purchases over 20,000 yen (tax included).
Please note: Shipping is limited to within Japan. We are currently unable to ship overseas.
If the product is in stock, it will be delivered within 3-4 days, but depending on the product it may take 5-10 days.
If payment is made by bank transfer, the number of days after the transfer will be counted.

[About cancellations]

[About cancelling your order]

You can cancel your order only before the product is shipped. Please contact us via the contact form . We will process the cancellation.
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 ".

[Returns and exchanges]

[Regarding returns]

We take every precaution to inspect our products, but please confirm your order as soon as you receive the product.

Please make sure that the above items have the product tags attached. If the tags are cut off, we will not be able to accept returns or exchanges.

Please contact us by email to let us know you wish to return the item.
When contacting us by email, please include your name and order number, and specify the item you wish to return.
Email address: shop@akane-utsunomiya.com
Please fill in the necessary information on the enclosed delivery note.
There is a check box on the right side of the list of ordered items, so please check the items you wish to return.
If you have ordered by cash on delivery, the refund will be made by bank transfer, so please fill in the necessary information in the refund address field. If you do not fill in the method of refund, the refund will be made by registered mail.
If you have placed an order by credit card payment, the refund will be made after changing the billing amount, so there is no need to fill in the refund address field.
Please enclose the delivery note and return the product you wish to return to the address below.

3-9-1 Kamiuma, Setagaya-ku, Tokyo 154-0011
TEL:03-3410-3599
To AKANE UTSUNOMIYA ONLINE SHOP

Please return the product as soon as possible. If you do not return the product to us within 14 days of contacting us, we will not be able to accept the return. Thank you for your understanding.
Please make sure that all tags and accessories are included, and pack the item carefully to avoid wrinkles.
You may use either shipping company to return the item.
Please refrain from returning the product using a delivery method that does not leave a delivery record, such as regular mail or non-standard mail.
Once we have inspected the product, the refund process will be completed within 3 business days.

We will contact you by email once your return has been processed.
Please note that if the payment falls on a bank holiday, the payment date may be delayed.

[Shipping and handling fees for returns]

Returns due to customer convenience (size not fitting, product is different from what you expected, etc.)
Please note that shipping and bank transfer fees are the responsibility of the customer.

If you have placed an order by credit card, we will process a change to the billing amount. Please note that due to the closing date, the original amount may be charged and then refunded by your credit card company later in the month.
Please return the item with shipping charges prepaid.
Please note that the shipping fee for returns will be the standard shipping rate of the shipping company. This fee will differ from the shipping fee charged when you placed your order.

If the product is delivered incorrectly or if there are any defects such as dirt etc. <br>We take every precaution when shipping products, but if the product you receive is different from the one you ordered or if there is a defect in the product, we will accept returns or exchanges at our expense, including shipping and handling fees.
*If the product you want is not available after checking stock, we regret that we will have to accept it as a return.

[Regarding exchanges]

We do not accept exchanges by shipping a replacement item. We apologize for the inconvenience, but if you wish to exchange an item, please purchase it as usual from our website, and if you wish to return an item, please return it and we will refund you.

We do not accept returns or exchanges in the following cases:

Products with brand tags or tags cut off or missing, or missing accessories
The shoe packaging is included as an accessory. Please refrain from attaching packing tape or shipping labels directly to the packaging.
Products that have been used for a long time, such as trying on or going out
Products that have been altered by the customer themselves, such as hemming or shortening sleeves
When trying on the product, please be careful not to get any dirt, perfume or cigarette smell, pet hair, etc. on it.
If more than 15 days have passed since the order was received, we will not be able to accept the return if the product is not returned to us within 14 days of contacting us.
Products marked "non-returnable" on the product page cannot be returned.
Anything else that we deem inappropriate