Q&A

About the product

Q. How are the product sizes measured?
A.We place it flat on a flat stand and measure the outer dimensions. Please note that some errors may occur depending on the product and design.




Q. The product I received has a slightly different design and color.
A. We try to display the product as close to the actual product as possible, but the color of the actual product may differ from the actual product depending on the monitor settings and characteristics of your computer, mobile phone model and screen settings, etc. It may look different. Please note.

Q. I was unable to place an order even though I added items to my cart.
A. After adding the product to the cart, the product will be secured when you proceed to the order completion screen. Inventory is not guaranteed when you add an item to your cart. Please note that there is a possibility that products with a small amount of stock may be sold out before the order is completed.

About payment method

*Shop pay only accepts AMEX cards



2. Amazon Pay
Click here for Amazon Pay.


3. Smartphone carrier payment
You can use "docomo payment", "au simple payment", and "Softbank collective payment".


4. Convenience store payment (*Cannot be used for overseas shipping.)
Convenience store payment is a service where you pay in advance at a convenience store based on the payment number and phone number issued by e-mail. Payment can be made at 7-Eleven/FamilyMart/Lawson/Seikomart/Ministop.

Q. Can I change the payment method after completing the order?
A. We are very sorry, but it is not possible to change the payment method after the order is completed. Please note.

Regarding delivery

Q. How much is the shipping fee?
A. The shipping fee for each order is free nationwide for domestic shipping.

Q. How long does it take from ordering to shipping?
A. After confirming your order, we will ship it within 3 business days.
*We do not ship on Saturdays, Sundays, holidays, or other holidays set by our company.
*Reserved items will be shipped after arrival. In that case, if you purchase it at the same time as a regular product, it will be shipped as soon as all the products are available. Please be careful when ordering.

Q. I have not received my item.
A. If you have not received the product within 7 days after receiving the shipping notification email, please contact us from "CONTACT" .

Q. I have not received the ordered item.
A. If the product has not arrived even after the delivery schedule posted on the site, please contact us from "CONTACT" .

Q. Can you send it together with another order?
A. After confirming your order, it is possible to bundle it with another order before delivery.

Q. In case of long-term absence
A. Storage is possible at Sagawa Express for 7 days from the date of shipment. If you do not receive it within the storage period, the ordered product will be treated as returned (cancelled). It is not possible to resend. Please place a new order again.
* Please note that the product may be sold out when reordering.

Q. About redelivery of packages
A. If you are absent at the time of delivery, you will receive an absence slip from the delivery company. We will resend it to you if you contact us at the contact address listed on the absentee ballot.

About returns/exchanges/cancellations

Q.I want to return an item
A.We accept returns only if the product is defective or if the product was delivered incorrectly. We cannot accept returns of products due to customer convenience. Please note. (If there is a product defect or defective product, please be sure to contact us by phone or email. We may not be able to respond without contacting us in advance.)



Q.I want to exchange the product
A. We will only respond if there is a defect in the product. We are very sorry, but we cannot accept exchanges due to customer's convenience. Please note. ( If there is a product defect or defective product, please be sure to contact us by phone or email. We may not be able to respond without contacting us in advance. )

Q. Can I change the shipping address after completing the order?
A. Please contact us from "CONTACT" . When contacting us, please include the order number and the address you would like to change so that we can process your order smoothly.
After shipment, we entrust the management of the package to Sagawa Express, so please contact Sagawa Express for detailed specifications and requests.

Q. Can I change the size or color after completing the order?
A. We cannot accept changes, cancellations, or exchanges of order details (payment method, size or color change) after the order has been confirmed.

About membership registration

Q. Can I purchase without registering as a member?
A. We ask that you register as a member (free of charge) when you make a purchase on this site. Please register as we also have special offers for members only.
Click here to register as a member .

Q. I want to change my membership registration details.
A. After logging in with the e-mail address and password you used when you registered on this site, please go to the member page and change your password. In particular, please be sure to complete the necessary procedures when there is a change in your address or email address.

Q. I haven't received the e-mail newsletter.
A. Please check if the specified domain reception is not set. If you have set it, please be sure to add "info1@pao1.jp" to the list so that you can receive mail from "Donnaruma".

Q. I want to cancel the mail magazine
A. Please unsubscribe from the "Unsubscribe" at the bottom of the email magazine that has already been delivered.

Q. I have not received an order completion email. Have you placed your order?
A. Once your order is completed, you will receive an order completion email. If you do not receive the e-mail, it is possible that you have received the specified domain or that your order has not been completed. If you have specified domain reception, please add "info1@pao1.jp" to the list. If you have not received the specified domain, please contact us here with your order number.