About ordering
| Shipping Fee |
Flat rate of 880 yen (tax included) [Hokkaido, Okinawa Prefecture + 550 yen (tax included)]
| Delivery time |
We will ship within 7 business days.
(Closed on weekends and holidays)
As a general rule, we do not accept requests for specific delivery dates or time slots.
If you would like to specify a shipping address, please contact us before placing your order.
Please note that we cannot accept requests after your order has been placed.
| Delivery location |
You can also order online and pick up at any of our stores.
*Only available at directly managed stores: Hotel New Otani Tokyo, Hiroo, and Rihga Royal Hotel Osaka
If you wish,
When you add the items you want to order to your shopping cart, there will be a space to add a note to your order, so please enter the store where you would like to pick up your order.
*We will send you an email to your registered email address informing you of the date and time you can receive your item.
*Only available to those paying by credit card.
| Payment Method |
Card numbers at our online store are handled in a secure environment that is certified as Level 1 of the international security standard PCI DSS.
・Credit card
VISA, MASTER, AMEX, JCB
・Cash on delivery
A separate cash on delivery fee (tax included) will be charged.
Payment is accepted in cash only.
| ~ Up to 9,999 yen | Fee: 330 yen |
| 10,000 yen to 29,999 yen | Fee: 440 yen |
| 30,000 yen to 99,999 yen | Fee: 660 yen |
| Under 300,000 yen | Fee: 1,100 yen |
*Cash on delivery is not available if the total amount exceeds 300,000 yen (tax included).
*If you decline to receive the item for your own reasons, we will charge you the shipping and return fees.
We may also restrict your use of this website.
Bank transfer
Please transfer the money to the specified account within 3 business days.
Once payment is confirmed, we will ship within 7 days.
Transfer fees will be borne by the customer.
If the payment deadline has passed, your order will be cancelled.
Shop Pay
When you register your email address and mobile phone number on Shop Pay,
Next time you make a purchase, simply enter the 6-digit Shop Pay code (SMS authentication) sent to your email address and mobile phone number.
You can easily pay without having to re-enter your shipping or credit card information.
| About the shopping cart |
Simply adding an item to your shopping cart does not secure it.
Please note that other customers may purchase the same item before your payment is completed.
Please be aware of this.
*You can order NEW collection items and OUTLET items at the same time.
*About the [Add to Cart] and [Buy Now] buttons on the product page
[Add to Cart] →You can add one or more items to your shopping cart and proceed to checkout.
There is a comment section called [Add a note to your order] where you can write down any requests you may have.
[Buy now ] → Only available for immediate purchase of one item.
There is no "add a note to your order" section.
Also, if you return to the product page in the middle of the purchase process, the product will not be in your shopping cart.
| About gift wrapping |
If you would like gift wrapping,
When you add your order to your shopping cart,
At the bottom of the cart, there is a button that says "Add a note to your order."
When you click on [Add a note to your order] , a space will appear where you can write that you would like the item wrapped.
| About the delivery note |
If the orderer and the shipping address are different (if the item is to be sent by mail),
The delivery note will be sent to the customer by mail.
*If shipped to the customer, it will be included with the product.
| About receipts |
If you would like a receipt,
When you add your order to your shopping cart,
There is a space to add notes to your order.
Please include the recipient's name and any notes.
*In the case of cash on delivery, the receipt for the cash on delivery payment slip that you receive when you receive your package will be the official receipt under accounting regulations.
| Returns and Exchanges |
In case of defective products or incorrect delivery
We take every precaution to ensure the quality of our products, but if you receive a defective product or a product different from the one you ordered, please contact our service desk within 7 days of receiving the product.
<Inquiries by email>
onlineshop-mamere@mamere.co.jp
<Inquiries by phone>
0120-126-116
Reception hours: 10:00-17:00 (excluding weekends and holidays)
*We will cover the shipping costs for returns.
Returns - In case of customer's convenience
Please contact us by phone and return the product within 7 days of receiving it.
Return shipping fees, handling charges and other charges will be borne by the customer.
Once we receive the product, we will check whether it can be returned.
If a return is possible, we will only charge you the product price.
If the conditions are not met, returns and refunds may not be approved.
If the return policy is not met, the returned item will be reshipped to you.
In this case, shipping costs will be borne by the customer.
Please be aware of this.
If we can't accept your return
We cannot accept returns in the following cases, except in the case of defective products.
・Products that have been received more than one week ago ・Products that have been used or worn by the customer ・Products that have been resized, altered, washed, cleaned, etc. ・Products that are different from the purchased product ・Products with the product tag removed ・Products with some accessories missing ・Sale products, limited edition products, lucky bags, and products marked "non-returnable" ・Underwear, swimwear, socks, tights, and other products that have been worn directly against the skin ・Products that have become soiled, damaged, or defective due to the customer's fault
(This includes the transfer of odors such as tobacco and perfume, and the adhesion of foundation and pet hair, etc.)
・Baby products, bedding, towels, liquids, picture books, books
*We cannot accept returns of products purchased in-store through our online shop, even if the product is defective. Please contact the store where you purchased the product directly.
*Items purchased online cannot be returned in-store.
*In the event of excessive returns, we may terminate the transaction at our discretion.
About product exchange
If you wish to exchange a product, please return it via the designated procedure and then place a new order yourself.
We cannot accept exchanges in the following cases, except in the case of defective products.
・Products that have been delivered more than one week ago
・Products that have been used or worn by the customer
・Products that have been resized, altered, washed, or cleaned
・Products different from the purchased product
・Products with the product tags removed
・Products where some accessories have been lost
・Sale items, limited items, lucky bags, and items marked "non-returnable"
- Underwear, swimwear, socks, tights, and other items worn directly against the skin
- Products that have been soiled, damaged, or have defects due to reasons of the customer
(This includes the transfer of odors such as tobacco and perfume, and the adhesion of foundation and pet hair, etc.)
・Baby products, bedding, towels, liquids, picture books, books
*We are unable to accept exchanges for products purchased in-store through our online shop, even if the product is defective. Please contact the store where you purchased the product directly.
*Items purchased online cannot be exchanged in-store.
*In the event of excessive exchanges, we may terminate the transaction at our discretion.