FAQ

When will my order arrive? How do I track my order?

 

Your tracking number is included in the email we send when your order ships out. You can use this for tracking your package after it ships and know when it will arrive.

We usually ship orders placed by 11:00 a.m. Japan Time on the same business day. We do not ship on weekends or holidays.

The time it takes for your order to arrive to your home after we send it out depends on the shipping method you chose during checkout. Standard Shipping(International ePacket Light) takes about 10-20 days. You can check transit time estimates for all available shipping methods on the Shipping page.

If you don’t have your order shipped email, you can still track your package.

If you checked out as a guest:

  • Open your order confirmation email.
  • Click the button that says, “View Your Order”. This link takes you to the Order Details page.
  • Click the tracking number link with in "Your order is confirmed" section.

If you checked out with a ZU-STORE.JP account:

  • Log in to Your Account.
  • Click the Order Number.
  • Click the link that says, “Track Shipment.”

How do I change or cancel my order?

 

You can self-cancel your order as long as its fulfillment status is still listed as “unfulfilled.” To self-cancel your order if you checked out as a guest:

  • Open your order confirmation email.
  • Click the button that says, “View Your Order”. This link takes you to the Order Details page.
  • Check the order’s status. If it says “unfulfilled,” you can cancel your order.
  • Click the link of “Cancel or Edit”.
  • Click the button which says, “Cancel Order” at new page.

To self-cancel your order if you checked out with a ZU-STORE.JP account:

  • Log in to Your Account.
  • Check the order’s fulfillment status. If it says “unfulfilled,” you can edit or cancel your order.
  • Click the link of “Cancel or Edit”.
  • Click the button which says, “Cancel Order” at new page.

How do I make a return?

 

Please check whether your items meet our Returns policies. You can return any new, unopened, and unused item you bought in the last 60 days.

If you want to return something because it arrived damaged or doesn’t seem to be working correctly, please contact us with the order number and a detailed description of the problem so that we can help you. You can find the order number in your order confirmation email and on your packing slip.

  1. Go to return form page and enter your order number and email address.
  2. Confirm your order item.
  3. Select return reason.
  4. RMA(Return Merchandise Authorization) number will be issued and you receive confirmation email.
  5. Returns Processing Team will review your request.
  6. If return request is approved, you will receive email about return process detail.