FAQ

■About member registration and login 

■About products

■About order

■About shipping

■About payment

 


 

■About member registration and login

 

Q. Please tell me how to register as a member.

A. Please click here to register as a member.
  When you complete member registration, you will be able to use a convenient "My Page".
  You do not need to enter your name and address every time if you are logged into your account.
  You can smoothly enjoy shopping.
  Moreover, you can check out details of your previous orders on "My Page".
  Please carefully read Terms of Use before you register your membership.

 

Q. Is the member registration free of charge?

A. Everyone can register for free.
  Please click here to register as a member after you carefully read Terms of Use.



■About products

 

Q. When will the sold out products be restocked?

A. If there is no announcement regarding restocking of products, it has not been confirmed yet.
  Even if you contact our customer center, we will not be able to give you an answer.
  Thanks for your understanding.

 

Q.When will the products that are not presented on the site (new products) arrive?

A. If there is no announcement regarding arrival of products, it has not been confirmed yet.
  Even if you contact our customer center, we will not be able to give you an answer.
  Thanks for your understanding.

 

Q. What is the end date of product sales?

A. If there is no announcement regarding end date of product sales,
  it has not been confirmed yet.
  Even if you contact our customer center to ask about the end date of product sales not mentioned on the site,
  we will not be able to give you an answer. Thanks for your understanding.

 

Q. Please tell me how can I exchange defective products.

A. Please fill in the following information and make an inquiry to customer center.
  Name of orderer:
  Order number:
  Product name:
  Number of defective products:
  Details of defects (in as much detail as possible):

  Moreover, customers cannot exchange products in the following cases. Thanks for your understanding.

  ・The products are returned due to customers' personal preference (wrong size, different from what you expected, wrong order, etc.).
  ・More than 8 days have passed since the arrival of products.
  ・Products have been used.
  ・Products are stained or scratched by customers.

  If there is no product in stock for exchange, we will give you a refund in such case.

 

Q. Is there a warranty for products?

A. There is no warranty for products you purchase.
  Thanks for your understanding.

 

Q. Will there be a gift wrap or a shopping bag?

A. We do not provide shopping bags or wrapping service.
  Thanks for your understanding.

 



■About order

 

Q. After purchasing a product I found that I have made a duplicate order. Can I cancel it?

A. We are very sorry, but it cannot be canceled even if you make a duplicate order.
  Please check your shopping cart or purchase history carefully before placing an order.
  In addition, the order cannot be canceled if you make a duplicate order due to not receiving the order confirmation email.

 

Q. Can I cancel my order, return products, exchange products or change my order?

A. You cannot cancel your order, return your products, exchange your products or change your order after you placed it.

  ◇ You cannot cancel your order, return your products, exchange your products or change your order in the following cases.
  ・Cancelation, return, exchange (in case of wrong size, product is different from what you expected, wrong order, etc.)
   or change in your order (amount change, color change, etc.) because of the customers' personal preferences
  ・More than 8 days have passed since the arrival of products.
  ・Products have been used.
  ・Products are stained or scratched by customers.

  However, if you receive defective products or products which are different from the ones you ordered,
  please contact customer center,
  and we will exchange the products for you as soon as possible.
  If there is no product in stock for exchange, we will give you a refund in such case.

  Please note that your order will not be canceled even if you cancel your membership after you make a purchase.

 

Q. How to check my purchase history?

A. We will send the order confirmation email to your email address after you place an order.
  *If your email box is set to "receive emails only from specified domains" or "reject emails from specified domains", you will not receive our emails which are sent automatically.
  Please change the setting of your email box so that you can receive emails from "@baskech.net".

  If you made purchases after logging into your account,
  you can check your previous orders in "My Orders" on "My Account" page.

 

Q. About the Cooling-Off Rule

A. Sales at this online store are equal to mail-order sales.
  Please be advised that the Cooling-Off Rule applying to door-to-door selling is not applicable to this site.

 

Q. I cannot select the size I want.

A. Please note that you cannot select the size that has been sold out.

 

Q. I would like to make an order by phone or email.

A. We do not accept the orders by email, phone or FAX.
  If you want to purchase the products, please put the products you want into your shopping cart on the website.
  You need to complete the order procedure by yourself.

 

Q. I received an email informing that my order has been canceled.

A. Our shop shares the same stock with multiple stores.
  Therefore, please be advised that depending on timing there may be a mismatch in stock and items you order might turn out to be out of stock.
  We are really sorry for bringing you such inconvenience. Thanks for your understanding.

 


 

■About shipping

 

Q. Which delivery companies do you use?

A. We ship products purchased in this online shop via "EMS".

 

Q. How much are the postage and the fees?

A. Postage varies with countries and weight of the parcel. For details please refer to "Japan Post EMS Price List".
  Custom duties vary with countries and regions. Customers need to bear the clearance fee/custom duties and other import duties by themselves.
  Please directly pay these charges to the delivery agent at the time of delivery.

 

Q. Can you send the products that I purchased separately in the same package?

A. The products purchased in different orders cannot be shipped together.
  They will be shipped separately.
  Please note that postage will be charged for each delivery.

 

Q. When will I receive the products?

A. Generally, after you place an order, your products will be shipped within 7 working days (except weekends and holidays).
  You can confirm the details of delivery with the tracking number provided in the "Dispatch email".
  *The shipment may be delayed if there are too many orders within a specific period of time.
  *Information about the products you ordered and the products with shipment delays will be published on the product page.

  If there is a cancelation due to customer's personal circumstances such as rejection of reception or long-term absence,
  we will restrict your purchase of our products.
  So please be sure to sign for delivery.

  In addition, we will not ship the returned products again.
  Thank you for your understanding.

 

Q. I want to change delivery address of ordered products.

A. If you want to change delivery address after making an order,
  please fill in the following information in the "inquiry" section and contact us.

  ■Name:
  ■TEL:
  ■Date of order:
  ■Serial number of order:
  ■Product name:
  ■Payment method:
  ■Address provided when making an order:
  ■New delivery address:

  Even if you have changed delivery address on "My Page", products you ordered beforehand will be shipped to the previous address.

 

Q. If the products are returned due to a failed delivery, will you ship them again?

A. We will not ship your returned products again.
  We are really sorry to trouble you, but please make an order again.

  Moreover, you cannot order products that are out of stock or discontinued products.
  Thank you for your understanding.

 

Q. What countries do you ship to?

A. Apart from Japan and Taiwan, products can be shipped to countries and areas where EMS is available.
  For details please refer to "Japan Post EMS Countries and Areas".

  For customers choosing the delivery within Japan, please visit JAPANESE SITE.

  For customers choosing the delivery to Taiwan, please visit LDH FLAGSHIP SHOP.

 


 

■About payment

 

Q. What payment method can I use?

A. You can pay by credit card, UnionPay card or with Alipay.

 

Q. Is it possible to change the payment method after I make an order?

A. Payment method cannot be changed after an order has been made.
  Thanks for your understanding.