よくある質問

■About Your Order
【Q】How do I place an order?
【A】Select the item you want on the product page and click "Add to Cart."
     Then, on the cart screen, confirm the quantity and items, and proceed with the order.

【Q】I placed an order but haven't received an email. What should I do?
【A】There may be a typo in your email address or an issue with your spam settings.
     Please check your spam folder and set your domain to receive emails from "ec@topwave.shop".

■About Payment Methods
【Q】What payment methods are available?
【A】You can use the following payment methods:
     ・Credit Card
　    VISA, MasterCard, JCB, American Express
     ・Mobile Wallet Payment (automatic support)
　    Apple Pay, Google Pay, Shop Pay, Google Pay

【Q】Can I choose the number of installments for payment?
【A】Credit card payments are generally for a single installment only.

【Q】Can I change my payment method after placing an order?
【A】Changes cannot be made after the order is completed. Please confirm in advance.

■About Shipping, Returns, and Exchanges
【Q】When will my order be shipped?
【A】Orders are shipped within 3 business days after payment is completed.

【Q】Can I choose the shipping company?
【A】Delivery will be made exclusively by Yamato Transport.

【Q】My product hasn't arrived. What should I do?
【A】Please check if you have received a shipping confirmation email.
     You can track the delivery status using the tracking number, or
     contact us through the inquiry form with your order number.

【Q】Can I change the contents of my order?
【A】As a general rule, we cannot accept changes to order contents after completion due to customer convenience.
　　 We appreciate your understanding.

【Q】I want to change the delivery date and time of my product. What should I do?
【A】Please contact us via the inquiry form with your order number, name, and request.
     If the date is approaching, we may not be able to accommodate your request.
     We appreciate your understanding.


【Q】Can I return or exchange products?
【A】All products are one-of-a-kind (unique original products), so
     returns and exchanges are generally not accepted.
     Please carefully check the description and images before purchasing.


【Q】What if there is a defective product or incorrect delivery?
【A】If the product is defective or you received a different product than ordered,
     please contact us within 7 days of product arrival.
     We will guide you on how to proceed individually.

■About Physical Stores
【Q】If I want to see the products in person?
【A】You can view the products in person at our showroom "TOP WAVE SHOP" in Itabashi Ward, Tokyo.

　　  About booking a visit
         Visits to the showroom are by appointment only.
         If you wish to visit, please feel free to make a reservation through the inquiry form
         or by phone.

         Inquiry Reception: Weekdays 9:00 AM to 6:00 PM (Closed on weekends and national holidays)

     Address: 4-7-11 Itabashi, Itabashi-ku, Tokyo
     Business Days: Friday, Saturday, Sunday, and National Holidays
     Business Hours: 10:00 AM to 6:00 PM
     Nearest Station: Within walking distance of several stations, including Shin-Itabashi Station on the Toei Mita Line.


■Other Frequently Asked Questions
【Q】Can I bring my own kimono for a custom order?
【A】We apologize, but we do not accept orders using kimonos brought in by customers.
     We will inform you again once our made-to-order system is ready.

【Q】Regarding the handling of personal information
【A】For information regarding the handling of personal information,
     please refer to our Privacy Policy.

【Q】What if I have a question not listed in the FAQ?
【A】For other inquiries, please contact us via the inquiry form.