FAQ

FAQ
My Account
How do I create an account?
You can register for an account by clicking on the My Account icon in the upper right corner of the top page. Click Create Account and provide the required information (email address, billing/delivery addresses, etc.). Double-check the information and click the Create Account button. The My Account page shows details of order/return history and allows changes of password and address.

How do I change my account details?
Log into the My Account page here and change the information as desired (billing/shipping addresses, newsletter preferences, etc.).

I’ve forgotten my password. What should I do?
If you get a message saying that your email address or password cannot be verified, check that you are using the email address and password provided upon registration. Also ensure that Caps Lock is not on, as this will result in abnormal input.

For forgotten passwords, click here to access the My Account login page and click on “Forgot your password?” Enter the registered email address and click “Reset Password.” To reset, follow the instructions in the email that will be sent to the address provided.
If the email does not arrive, check your spam folder.
If the problem remains unresolved, contact customer service:
[email protected]
0120-913-666
* 11 a.m. to 5 p.m. daily except weekends, national holidays and New Year holidays

Ordering
How do I order?
On the product purchase page, choose the desired size and color and add the item to your cart. Proceed to the order screen and provide the required information. The order will be completed upon payment.

Can I place an order without an account?
Guest orders can be made without an account.
However, signing up for an account allows purchases without having to enter customer information every time, and also allows access to the following functions:
- Save data and place orders easily.
- View order status and order/return history.
- Save with birthday discounts and purchase sale items.
Users purchasing as a guest will not be able to view order history from before account sign-up.

Can I change or cancel my order?
Processed orders cannot be changed or cancelled, but products can be returned after delivery. Follow the procedure described in the Terms of Use, Article 7 “Returns.”

Orders may not be completed due to one or more of the following:
- Inability to verify customer information
- Payment failure
- Lack of stock
Customers whose orders cannot be completed will be contacted.
Contact customer service with any inquiries:
[email protected]
0120-913-666
* 11 a.m. to 5 p.m. daily except weekends, national holidays and New Year holidays

What if I don’t get an order confirmation email?
Email customer service with the following information, or have it ready when you call:
・Order number
・Customer name
[email protected]
* 11 a.m. to 5 p.m. daily except weekends, national holidays and New Year holidays

Can I change the delivery address after ordering?
Shipping addresses cannot be changed once an order has been completed.

Is gift wrapping available?
Gift wrapping is not currently provided.

Payment
Is the payment process secure?
Yes. All transactions are encrypted for secure shopping. Payment information is verified and checked by an authentication server to prevent unauthorized use or fraud. SSL encryption technology guarantees the security of information entered on the payment screen.

How do I pay?
Payment can be made by credit card, Apple Pay, PayPal or UnionPay. The following cards are accepted:
VISA, Mastercard, JCB, American Express, Diners Club

Credit card payment
Credit card payments will not be debited until the order has been shipped. No charges will apply if an order is cancelled by the seller.
Payments cannot be debited prior to shipment, as this would require pre-authorization and would be canceled by the credit card operator.

PayPal payment
PayPal payments are activated immediately. If an order is cancelled, the customer will be refunded.

When will the amount be debited?
If there is no issue with payment, the amount will be debited on the day the item is shipped.

My credit card was declined. What should I do?
If the order was declined or the payment was not authorized, contact your credit card provider.
If the issue remains unresolved, contact customer service.
[email protected]
0120-913-666
* 11 a.m. to 5 p.m. daily except weekends, national holidays and New Year holidays

Why was I billed more than once?
Normally, billing is applied for each order. However, duplicate orders occasionally arise.
If you are billed more than once, email customer service with the following information, or have it ready when you call.
・Order number
・Customer name
[email protected]
0120-913-666
* 11 a.m. to 5 p.m. daily except weekends, national holidays and New Year holidays

Shipping Policy
Delivery is limited to addresses in Japan.

How long will delivery take?
Products in stock will be shipped within three business days of confirmation email dispatch. The tracking number will be emailed to the customer once shipping is complete.
Delivery times vary by destination.
To track an order, click Track my package.

Every effort is made to meet delivery deadlines. However, delivery may be delayed due to unexpected conditions such as high demand or inclement weather.

What are the shipping charges?
Domestic shipping is charged at a flat rate of 700 yen (inc. tax).

How do I track my order?
Once the product ships, an invoice and tracking number will be emailed to the customer.
To track an order, click Track my package.

Where will I get the delivery?
Delivery will be made to the address specified (home or workplace).

Can I pick up my order at a store?
No. We do not offer in-store pickup.

Can I have my order delivered to a P.O. box?
No. As the recipient's signature is required upon delivery, P.O. boxes cannot be used.

What if I can’t be there to accept the delivery?
If the courier is unable to deliver by the specified date, the package will be returned and a refund will be issued minus shipping costs.

Can I combine separate orders to save on shipping costs?
Completed orders cannot be changed, and subsequent orders cannot be added under the same delivery charge.
Once the order has shipped, an email with the invoice and tracking number will be sent.

Returns and refunds
How do I return an order?
The Customer may return a product, including defective ones, within nine days after it has been shipped to the address specified by the Customer. The item must be in its original state with its original packaging, and must not have been worn, washed, damaged, ironed, altered or discolored, or have had any tags, accessories or sales promotion items removed. Items not meeting the criteria for return may not be accepted.
Return shipping costs are to be paid by the customer.
Items that do not meet the above return conditions or that have been damaged, used or returned outside the return period will not be accepted. No refunds will be issued for items not meeting the return conditions, and customer service will advise as such. The relevant items will be returned to the customer for freight collection.
To return items, click here and follow the instructions.

On the return page
- Enter the order number and the email address provided at the time of ordering.
- Select the item(s) and quantity to be returned and the reason for return.

Return preparation
- Fill out the return form included with the delivery.
- Pack all items to be returned together in their original condition.
- Include the completed return form and ship back.
For returns of boots or shoes, the shipping slip must be placed directly on the outside of the package rather than in the footwear box.
- The choice of courier is at the customer’s discretion.
- Shipping charges for returns due to customer preference will be borne by the customer.
*If the item is returned cash on delivery, the shipping charge stipulated by the company will be deducted from the refund.
Return forms can be downloaded here and printed out.

Can I return online purchases at a Maison Kitsuné store?
Items purchased online cannot be returned at Maison Kitsuné stores. Similarly, items purchased at Maison Kitsuné stores cannot be returned online.

Can I exchange an item?
Items cannot be exchanged. To replace an item, return it and place a new order.

What if I haven’t yet gotten a refund for a returned item?
Refunds may take up to 21 business days via the payment method used for purchase. The following steps are involved:
1. Verification of the condition of returned merchandise
2. Securement of Finance Department approval for refund
3. A period of up to seven business days after approval
If the refund does not arrive within 21 days, email customer service with the following information or have it ready when you call:
・Courier details and return tracking number
・Order number
・Customer name
[email protected]

What if I receive the wrong product or a defective product?
Email customer service with a photo of the product  and the following information within nine days after it has been shipped to the address specified by the Customer:
・Order number
・Customer name
[email protected]

What if the product I ordered was not in the delivery?
Email customer service with the following information or have it ready when you call:
・Order number
・Customer name
[email protected]
0120-913-666
* 11 a.m. to 5 p.m. daily except weekends, national holidays and New Year holidays

Do you offer repair services?
Repair services are not available either online or at stores.

Where are products shipped from?
Items are shipped from our warehouse in Japan.

Products and Inventory
Can I get an item not sold in the online store?
Our latest collections, permanent collections and collaborative products are sold on our website.
For other items, contact customer service specifying any relevant product listing page and information on the product.
[email protected]
0120-913-666
* 11 a.m. to 5 p.m. daily except weekends, national holidays and New Year holidays

What if the product I want is out of stock?
Due to limited stock, products may sell out soon after release. For such items, choose the desired size/color and click the “Receive Restock Notification” button. You will be sent an email when the item is restocked.

How do I check my size?
Size guides are provided on the product page. You can also use our Fitle tool to ascertain your ideal size. (Click the “Find my size” link under the size description on the product page.)

Where can I see product details?
Product pages list information on color, size and other specifications. Feel free to contact customer service with any questions.
[email protected]
0120-913-666
* 11 a.m. to 5 p.m. daily except weekends, national holidays and New Year holidays

How can I find out about maintenance for products I’ve purchased?
Follow the instructions on the quality label tag. Feel free to contact customer service with any questions.
[email protected]
0120-913-666
* 11 a.m. to 5 p.m. daily except weekends, national holidays and New Year holidays

Newsletter
How do I subscribe to the Kitsuné newsletter?
Click the email icon at the top left of the page or when you create your account. When signing up, enter your name, email address and mailing address, and select your interests from Fashion, Music and Café. You will receive email updates on new products, sales, collaborations and events.

How do I unsubscribe from the Kitsuné newsletter?
Check “Subscribe to Newsletter” when you create your account to automatically receive Kitsuné newsletters. To unsubscribe, click “Click here to unsubscribe” at the bottom of any newsletter and follow the instructions. You can also log in to your account to change your subscription settings.