Q&A

Q.Can I cancel or change my order?

Once an order has been placed, we cannot accept cancellations, changes to your order, or exchanges (product color, item, or quantity).
Please carefully check the product, quantity, color, and delivery address you would like to order before proceeding with your order.

Q: Can I exchange products?

We cannot accept exchanges after your order has been completed and delivery has been completed.

Q: How much is the shipping fee?

Domestic shipping costs are a flat rate of 540 yen (tax included).
Free shipping for orders totaling 4,400 yen or more.
Your ordered items will be delivered via Yu-Packet.

Q: When will it be shipped?

Items will normally be shipped within 5 business days from the date of purchase.
Please wait a little while for your item to arrive.

Q: My item hasn't arrived

The tracking number will be included in the email you receive while your order is being prepared for shipment, so please check it yourself.
Also, the tracking number listed in the shipping completion email will be updated from 5:00 p.m. on the following day on weekdays.
If you receive a shipping completion email on Saturday, your order will be reflected from 5:00 p.m. on Tuesday.
Also, due to system limitations, when you click on the tracking number it will currently be displayed in English.
If there is any error in the address, please contact your nearest branch office.
If you change your address after shipment has been completed, it will take some time for us to reship your order, so please make sure your address is correct.

Q: What if my package is returned due to an unknown address?

All items returned to us will be cancelled if we do not receive any contact from you.
Please place your order again.
If you would like to reship the item, please contact us via chat.
The returned item will be reshipped once we have inspected your item.
It will take about 1 to 2 weeks for the item to be reshipped.

Q. How can I change my delivery address?

We will make changes to your order before it is shipped.
If you have any questions regarding your item after it has been shipped, please contact Japan Post.
You can find your inquiry number on your account page.
Please note that any transfer fees incurred will be borne by the customer.

Q: Can I specify a delivery date and time?

It is not possible to specify a delivery date and time as the item will be delivered by post.


Q. About packaging for delivery

The product will be delivered via Yu-Packet.

Q: Will I receive a shipping email?

We will send you an email after shipping.
If you do not receive a confirmation email, please check your spam folder as it may have been blocked by the domain.


Q: Do you offer gift wrapping?

We do not provide gift wrapping services.


Q: How do I pay?

・Credit card
VISA / MASTER / AMERICAN EXPRESS / JCB
·others
Apple Pay


Q: When will my item arrive?

Items will normally be shipped within 5 business days from the date of purchase.
Please note that we cannot ship items with different order numbers together and shipping charges will be incurred for each order.
All orders will be prepared for shipping once your package has been handed over from our warehouse to the delivery company and you receive a shipping completion email.
The tracking status will be reflected once the package is handed over to the delivery company .
If you have any questions, please contact us at support@sensestokyo.com.


Q. Can I check the delivery status?

You can check the current delivery status using the tracking number provided in the shipping confirmation email.

Q: Can I issue a receipt?

We are unable to issue a receipt to the name you specify.
A product invoice will be included with your purchase, so please use it.


Q: Can I return the product?

We do not accept returns for reasons of customer convenience.
In the event of a defective product, we will process the return as soon as possible.
Sorry for the inconvenience, but please contact us at
Please contact support@sensestokyo.com to inform us of the status of your product.


Q: I would like to confirm if my order has been placed.

If you are a registered member, you can check it from My Page.
Once your order is complete, an order completion email will be sent to your email address.


Q: I haven't received my order confirmation email.

If you do not receive an email, please check the following.
- Check whether the email was automatically sorted into the spam folder. - Check whether the domain was specified. If you have checked the above issues and are still unable to receive emails, there may be an error in the address you registered. Please contact us at the address listed below.
support@sensestokyo.com
*If you wish to receive emails via carrier email address (such as @ezweb.ne.jp or @softbank.ne.jp), please set up domain permission as emails are likely to be rejected.

■ How to unblock domains
Docomo: Add to "Domains or addresses you want to receive from individually"
au: Add to "Received List"
Softbank: Added to "Allowed Reception List"

Q. About inquiries

For product inquiries, please contact us by email.
We accept inquiries by email 24 hours a day, but we will respond to you during our business hours (Monday to Friday: 10:00-18:00).
Inquiries received during holidays such as weekends, national holidays, Obon holidays, and New Year's holidays will be handled on the next business day.
Please note that it may take some time for us to respond depending on the content of your inquiry.