FAQ

Membership registration is free, with no admission fee or annual fee.
You can use one login ID on both PC and smartphone.
Please register for new membership from here.

If you cannot register as a member, the following reasons may apply.

• If there is an error in your input
  Please check the errors displayed in red and complete the member registration.
• If you have previously registered with the same email address
  If "The entered login information is already in use" is displayed, the same email address has already been registered.
  
  • If you have forgotten your previous registration details, please reset your password and log in from here.

You can modify your registration details from 'Change Member Registration Information' in My Page.

If you have changed your email address, please correct it from 'Change Email Address'.

If you want to change or have forgotten your password, you can reissue it on the login page.

If you do not know your registered email address, please contact customer support.

• Passwords must be 8 to 20 characters mixing half-width numbers and half-width letters.

You can log in with your registered email address and password from the login page.

If you cannot log in, the following reasons may apply.

• If the email address or password you entered is incorrect
  You cannot log in if you enter full-width characters or include spaces.
• If locked due to password input errors
  As a security measure, if the login password is entered incorrectly a certain number of times consecutively, the login will be locked. Please issue a temporary password from the password reissue screen.
• If membership registration is not completed
  Please register as a new member.

If 'There is an error in the secure key.' is displayed and you cannot log in

If 'There is an error in the secure key.' is displayed, it occurs when the login button is clicked repeatedly or when other companies' information is accumulated on the browsing device.
Please avoid clicking repeatedly if the screen does not switch.

The countermeasures are as follows, so please check and try once.

• Logging in again after logging out
  We apologize for the inconvenience, but please log out once and then log in again.
• Deleting browsing data such as cache and cookies
  Please delete your browser's cache and cookies.
  [Caution] Clearing the cache may cause items registered in the cart to disappear, and information registered on other sites may also be deleted, so please be careful.
  iPhone: You can delete from 'Clear History and Website Data' in the detailed settings of 'Safari' in the 'Settings screen'.
  Android: You can select the app you use for browsing from 'Apps' in 'Settings' and delete from 'Storage'.
  After deleting, please try accessing the site again.

If you have forgotten your password and cannot log in, you can change it from 'Forgot your password?' on the login screen.
Please reset your password.

The order process is as follows.

1. Add product to shopping cart
   On the product page, check the color and size of the item you want and click Add to Cart to add it to your shopping cart.
   • For restock requests, if you register, you will be notified by email when the product is restocked.
2. Check the contents of your shopping cart
   You can change the quantity or delete items in your shopping cart screen.
   If you want to order other products as well, click Continue Shopping to go to the product page and continue selecting items.
3. Login / New Member Registration
   If you are already registered, please enter your email address and password to log in.
   If you have not registered as a member yet, please check the details and register as a new member from New Member Registration.
   After logging in and deciding on the items to order, click Proceed with Order.
   
4. Select Delivery Address
   Please confirm the delivery address and select the payment method and delivery time slot.
   If there are no mistakes, click Proceed to the Next Step.
   • If you want to use a coupon, please enter the coupon code.
5. Order Confirmation / Order Completion
   On the order confirmation screen, please make a final check of your order details, shipping information, and delivery address.
   If there are no issues, click Confirm Order to complete your order.

When your order is completed, a confirmation email will be sent to your registered email address.
If you cannot receive emails, there may be a delay in email delivery or an error in the registered email address, causing the email not to be sent properly.

• Emails will be sent to the address registered in your member information.

After the email is sent, you can check the order details in "Purchase History", so please confirm.
Orders that cannot be confirmed in "Purchase History" have not been completed properly due to errors, etc. Please place your order again.

The following payment methods are available.

• Credit Card
• Deferred payment
• Paypay
  
• Merpay

Since it varies depending on the payment method, please refer to the following.

Credit Card

Please use the "delivery statement" included with the product as the receipt.

• Please understand in advance that reissuing receipts is not possible.
• If using multiple copies, please make copies and use them.

Paidy後払い

When payment is received from the customer, please use the payment completion notification sent by email.
For convenience store number payments, please use the receipt given at the register when you made the payment.

• Reissuing receipts is not possible.

後払いドットコム

For convenience store payments, please use the "payment receipt".
For bank transfers, please use the transfer slip (usage statement) or passbook.

• Please be sure to check the details of the receipt.

Regarding the response to the Qualified Invoice Storage Method (Invoice System)

We would like to inform you about our response to the introduction of the Qualified Invoice Storage Method (Invoice System).
The registration number of our site is as follows.
Company name DOT ONE Co., Ltd.
Registration number T5011001132792
The invoice issued by our company will be the 【shipping completion email】, so customers who need it, please keep the data.

We do not support product backorders or reservations.
Product prices may change without notice, but price changes after purchase cannot be accepted. Please understand.

Size notation

The size chart on the product introduction page shows the "actual measurements" taken from the actual product. For how to measure sizes, please see this size guide.

About product colors

Product images are posted in colors as close as possible to the actual product, but depending on your computer monitor settings or the manufacturer and model of your smartphone, the actual product color may appear different. Please understand this in advance.

• We do not support hemming or size alterations.
• Products with USED processing, such as "fraying or scratches due to damage processing" and "color unevenness" from manufacturing are not eligible for exchange or return. Please understand this in advance.

About sales and resale on auctions and flea market sites

We do not handle products on auction or flea market sites.
We recommend purchasing from the official website, other channels (Rakuten Ichiba, Locondo Shopping, fashionwalker, ZOZOTOWN, MAGASEEK Shopping, USAGI ONLINE), and physical stores.
Please understand that we cannot judge the authenticity of products purchased outside the above.
Also, please refrain from purchasing for resale purposes.
Orders that appear to be for resale purposes may be automatically canceled or your future use may be suspended. Please understand this in advance.

• We cannot respond to refunds, exchanges, or repairs for products purchased outside the official channels.

We sincerely apologize, but currently we do not offer wrapping services. We provide original wrapping materials that customers can use to wrap by themselves, so please check them. (Drawstring bags) You can choose gift wrapping in three sizes S, M, and L that fit the product.

When you shop, you accumulate points that can be used for your next order. You can use them when shopping.
Points are awarded based on the purchase price (including tax) of the ordered products and the point award rate according to your membership rank, and can be used as "1 point = 1 yen" for future shopping.

Example) With a 1% award rate: 999 yen → 9 points earned / 700 yen → 7 points earned

For the membership program, please see here

• Prior new member registration is required.
• Fractions below the decimal point will be rounded down. Shipping fees are not eligible for points.
• Various discount amounts are not eligible for point awards.
• Points will be awarded after the purchased products have been shipped.
• You can check your current available points on My Page.
• The validity period is one year from the day the points are earned. After the expiration date, the points will become invalid and cannot be used.
• Changes to point usage cannot be made after the order is confirmed.
• Points cannot be converted to cash.
• Points cannot be transferred to third parties.
• Even if you have multiple accounts, you cannot consolidate points into a single account.

These are discount coupon codes issued in various promotions. They are benefits that allow you to receive discounts or other services when shopping.
You can use coupons by entering the "Coupon Code" on the shopping cart and order method specification pages when placing an order.

• Please make sure you are not confusing it with a "Campaign Code."
• Coupons will be automatically deleted after the expiration date, so please use them within the valid period.
• Coupons will not be reissued.
• Coupons cannot be applied after the order is confirmed.
• Cannot be used for shipping fees or various handling charges.
• Coupons will not be refunded if the order is returned or canceled.

Usage instructions

1. Copy coupon code
2. Add the product to your cart and press "Proceed to Checkout" to continue.
3. Please paste the coupon code into the "Coupon Code" field and select "Apply".
4. When a coupon is applied, a tag will appear below the input field, and the price reflecting the coupon discount will be displayed.

About app-exclusive coupons

We distribute coupons that can be used both in the official app and at online stores and physical stores.

• Birthday coupons are app-exclusive coupons.
  To receive it, customers who have registered their birthday in the app in advance before their birthday month will be distributed.
  (If downloaded during your birthday month, distribution will not be made, so please understand in advance.)

Novelties are only available during the period announced on the site or SNS (such as Instagram).
Customers wishing to receive novelties or gifts, please understand the following points.

• Quantities are limited and the offer will end as soon as stock runs out.
• If the number of eligible customers reaches capacity, it will be on a first-come, first-served basis.
• If the gift eligibility condition is based on the purchase amount (e.g., "For purchases of ￥○○○○○ or more (tax included)"), shipping fees are not included.
• The design and color of the gift may change without notice.
• Please carefully check the notes listed on the banner or below it before placing your order.
• If you add items to your cart before the novelty fair period starts and purchase them, you will not be eligible.

Changes after order confirmation cannot be handled by the system.
Please be sure to confirm before placing your order.

• We are unable to accept cancellations or partial cancellations of ordered products, color or size changes, additional products, combined shipping of multiple orders, changes to payment methods, changes to specified dates, or address changes. Please understand this in advance.
  You can check your order details from the "Purchase History" on My Page.
• If your order does not appear in the "Purchase History" on My Page, your order has not been accepted. Please place your order again.
• After the product has been shipped, the inquiry number is listed in the shipping completion email, so please contact Sagawa Express for date and time changes.

If a product defect is discovered after arrival, please contact us via 'Contact Us' within 7 days of product arrival.

About Returns

Returns and exchanges for reasons other than those listed below are not accepted under any circumstances.

• If a product different from the one ordered was delivered
• If the product is defective

Precautions

• Please be sure to try on shoes indoors.
• When trying on, please be careful to avoid attaching the scent of perfume, cosmetics, tobacco, etc.
• Since the shoebox is also part of the product, if you attach the shipping label directly to it and return it, we cannot accept the return.
• Please note that if the condition of the product (including tags, box, and accessories) when returned to our company differs significantly from the condition at delivery, we may not be able to accept the return.
• Coupons cannot be refunded when returns or cancellations are made.
• If you return part of your order, shipping and handling fees are not refundable, so please understand in advance.

Refund method

• When using credit payment
  Refunds will be made by credit cancellation.
  If an error occurs with the credit refund, please note that it may be changed to a "bank transfer refund".
  • We will contact you if an error occurs.
• When using deferred payment
  If you cancel all ordered products, the billing will be canceled.
  If you return the ordered product after payment, the refund will be made by bank transfer to the specified account.

About exchanges

If the delivered product is defective, we will exchange it for the same product.
Please understand that exchanges with different products are not possible. If there is no stock available for exchange, we will respond with a refund.
If the product is defective, we will bear the shipping cost for the return. Please apply for the return procedure via the inquiry form.

According to the provisions of the Act on Specified Commercial Transactions, sales through this service are excluded from the cooling-off system.
The cooling-off system is not mandatory for mail-order sales.
The cooling-off system is designed to protect customers from forced sales such as door-to-door sales, and does not apply to mail-order sales (including internet sales) where customers can consider purchases of their own free will. Please understand this in advance.

For comfortable viewing, the following environments are recommended by our company.

• Microsoft Edge latest version
• Firefox latest version
• Google Chrome latest version
• Safari latest version

• Please note that viewing the site outside the above environments may cause display issues or other problems.
• If you are using the site with JavaScript disabled, the page may display unexpectedly, so please enable JavaScript when using this site.

Ordered products are shipped via Sagawa Express.
A flat rate of 660 yen (tax included) nationwide.

Sagawa Express

Contact us: https://www.sagawa-exp.co.jp/contact/
Sagawa Express parcel tracking service: https://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp

• Please note that we cannot specify the delivery company.

You can subscribe or unsubscribe from the email newsletter via "Change Member Information" in My Page.
If you do not receive the email newsletter despite setting your preferences, it may be due to an incorrect email address entry or domain restrictions.
必ず「@anuans.com」を指定受信リストへ追加していることをご確認ください。

• Please note that it may take up to 5 days for the unsubscription process to be completed.
• If you continue to receive emails more than 10 days after unsubscribing, please contact us.

If you wish to unsubscribe from the email newsletter

Click the "Unsubscribe" link in the received email or contact customer support.