FAQ

Q: Can I return or exchange products?

A: This website does not accept returns or cancellations for personal reasons such as incorrect ordering, the wrong size, or the product being different from what you expected after opening the package.
Please be sure to check your order details carefully before proceeding to confirm your order.


[Return and exchange conditions]
We cannot accept your application if any of the following conditions apply:
・Returns and exchanges due to incorrect judgment due to customer's convenience ・Even if the product is defective, if more than 5 business days have passed since the product arrived ・If the product has been used, altered, washed, or cleaned
・If the delivery note, product tag, or label is removed or lost. ・If the product acquires an odor, is scratched, or becomes dirty while in the customer's possession. ・If the condition of the product (including the box and accessories) when it is returned to us is significantly different from when it was delivered.

＜Notes＞
・If the product is defective, we will exchange it for the same product only if we have it in stock. If there is no stock available for exchange, we will refund your money.

Please fill in the "Orderer's name, order number, product name (color/size)" and send it within 7 days of receiving the product. Please contact us at info.immune@none-n1.com .
*We cannot respond if more than 7 days have passed since the product arrived, so please check the product immediately after it arrives.

Q: Can I change my order?
 A: We do not accept changes to order details (size, color, quantity) or additional orders after an order has been confirmed.

In addition, we cannot accept cancellations or returns due to customer convenience, so please carefully check the items in your cart before proceeding to the order confirmation page.

Q: I haven't received the item I reserved.
A: It will take some time for pre-ordered items to be delivered.
The delivery date is stated on each product page when you make a reservation, so please be sure to check it before making your reservation.
*Please note that if you purchase a pre-order item and a regular item, the items will be shipped together with the item that has the latest delivery date.

Q: Can separate orders be shipped together (consolidated)?
A: After your order has been confirmed, we cannot combine your order with another order or combine shipping and handling fees.
If you would like to have multiple items shipped together, please place all your orders in the same shopping cart.

Q: When will the product be delivered?
A Normally shipped within 5 business days from the purchase date.
*Please note that if your order falls during a long holiday, the New Year holidays, etc., it will be shipped on the earliest business day possible.

QHow much does shipping cost?
A Nationwide flat rate: 880 yen (tax included), Okinawa main island and Hokkaido: 1,320 yen (tax included) 25,000 yen Free shipping throughout Japan for purchases of (tax included) or more (Including the main island of Okinawa and Hokkaido.) For overseas regions, shipping fees vary depending on the region, so please check the checkout page.

Q: I haven't received an order confirmation email.
A If you have not received the email, please check the following.
- Check whether the email was automatically sorted into your 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.
info.immune@none-n1.com
*If you would like to receive emails from carrier email addresses (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: Who is the delivery company?
A: In principle, ordered items will be delivered by Sagawa Express or Yamato Transport. For overseas deliveries, we will select a delivery company according to the region.