Frequently Asked Questions

① About Products / Order Details

A. Can I return or exchange a product?

We can accommodate returns or exchanges only if the product is unopened and you contact us within one week of receipt. You will be responsible for the shipping costs associated with returns and exchanges.

B. The product I purchased has been discounted. Can I get a refund for the price difference?

Product prices may change without prior notice, but we cannot offer a discount for products after purchase. Also, please note that the price tag on the product may differ from the purchase price. We appreciate your understanding.

C. I want to confirm if my order has been placed.

If you ordered after logging in, you can check your order history. If it is not displayed in your order history, your order has not been completed.
If you ordered without logging in, you can check it via the "View Order" link in the body of the email titled "Order Confirmation, Order Number: #〇〇〇" that we sent after your order.
If you have not received the email, please contact us and we will investigate.

D. Where can I view my order history?

You can view it on My Page after free membership registration. Order history prior to membership registration will also be linked, but only for orders placed using the same email address.

E. I don't know how to use my gift card.

An alphanumeric code is included in the email sent after you purchase a gift card. Please copy that code and use it at checkout.

② About Payment

A. What payment methods are available?

We accept credit cards, PayPal, Amazon Pay, and Paidy (post-payment).

【Accepted Card Types】
VISA, MASTERCARD, American Express
*Cards issued overseas cannot be used.

【Payment Date】
Shipping date of the product

【About Security】
To prevent unauthorized use of cards, we ask you to enter a security code. In addition, for some orders, delivery may be withheld and we may ask for confirmation that the purchase was made by the cardholder.

【Handling of Card Information】
The purpose of our company acquiring credit card information and the name of the company acquiring card information are as follows:

(1) Purpose of use: For settlement of product prices and service fees for purchased products
(2) Company name acquiring information: fermata Co., Ltd. / fermata No. 2 Co., Ltd.
(3) Name of information recipient: Credit card payment agency

B. I would like to request an invoice.

Please contact us by email (info@hellofermata.com) with your order number.

C. What is Paidy (post-payment)?

・No credit card required.
・Easy payment with email address and mobile number.
・Multiple payments can be combined and paid by the 10th of the following month.

Upgrade to Paidy Plus for free to use features such as monthly budget settings and 3-installment post-payment with no installment fees*.

*Only bank transfer and direct debit are exempt from installment fees.
**3-installment post-payment requires registration upon first use. It is also available for purchases of 3,000 yen or more per transaction.

Please check the official website for details:
https://paidy.com/landing/

③ About Shipping

A. Shipping and Handling Fees

Shipping and handling fees are as follows:

For product purchases of 15,000 yen (tax included) or more, shipping is free nationwide.

We also accept cash on delivery via post.We will calculate the shipping and handling fees for cash on delivery and inform you of the total amount.If you wish to use this service, please contact us by email (info@hellofermata.com) with the following information:

• Desired product and quantity (please also include size/color if applicable)
• Postal code and address
• Recipient's name
• Phone number
• Preferred date and time of receipt

B. Shipping Method and Carrier

We ship via Sagawa Express Co., Ltd. and Japan Post.

C. How to check shipping status

You can check it via the "View Order" link in the body of the email titled "Order Confirmation, Order Number: #〇〇〇" that we sent after your order.
If you have not received the email, please contact us and we will investigate.

D. Can I specify a delivery date and time?

Once the product shipping process is complete, we will send you the tracking number for each delivery company to your registered email address. Based on that number, please contact Sagawa Express or Japan Post directly to request your desired date and time.

E. When will it arrive? / How many days does it take to arrive?

Although it varies depending on the product and the time of order, shipping is usually completed within 1-2 business days after your order. Depending on your address, it may take an additional 2-3 days for delivery from the shipping origin (Kanagawa Prefecture).

F. I would like to have multiple orders shipped together.

If the shipping process has not been completed when you contact us, we will accommodate your request to the extent possible. Please contact us if you wish to do so.

G. The product was returned because the pick-up period expired.

If you are not available, each delivery company will contact you with a missed delivery notice, but products that have passed 7 days from the shipping date will be automatically returned.
※If there is an error in the delivery address, it will be returned due to an unknown address.

In principle, we cannot accept re-shipments, but if you contact us within 2 business days of the return, we may accept re-shipment after you bear various fees. Please contact us urgently. Please note that if cancellations due to customer convenience continue, we may take measures to restrict your payment method.

H. I want to change the shipping address.

If the product has not yet been shipped, we can accommodate your request if you contact us.

After the shipping notification has been sent, the shipping notification sent to your registered email address contains the tracking number for each delivery company. Based on that number, please contact Sagawa Express or Japan Post directly to request a change of delivery address.

I. I want the contents to be shipped discreetly.

For standard shipping, we use cardboard boxes, and for simple packaging, we use paper bags such as courier packs to ensure the contents are not visible. The product description on the shipping label will state "Boxes".

④ About Reviews

A. After posting a review, it says "Email authentication required" and I can't proceed.

Please check the email address you used to post the review, as an authentication email will be sent there. Please note that it may take a few minutes for the email to arrive.

B. Will my registered email address be publicly displayed?

Rest assured, it will not be displayed publicly.

C. My submitted review is not being published.

Thank you for your submission! Please note that it may take several days for reviews to be published.

⑤ About My Page / Membership Registration

A. I want to change my registered information.

You can edit your recipient address and residential address from My Page. If you wish to change other information, please contact us.

B. I forgot my password.

You can reset your password from the login screen by clicking "Forgot your password?".