Please refer to the frequently asked questions from our customers below:
Q. What are the business hours of your shops?
A. Please click here for the business days and hours of our shops.
In regard to customer service center, we are temporary suspended toll-free service and e-mail service on weekends and holidays for the time being.
| By call: |
9:00am - 5:00pm (only on weekdays) |
| By e-mail: |
We would appreciate your patience in advance as it might take some time for us to get back to you.
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Q. Can I exchange products purchased at duty free shops?
A. Click here for our exchange policy.
Q. Can I purchase duty free products without visiting a duty free shop? Can I purchase products and have them sent to my home?
A. Taxes on duty free products are waived only when customers departing overseas purchase products and take them abroad.
Products cannot be sent home. Your understanding is appreciated.
Q. Can I place an order before my flight number is available?
A. We cannot determine the pick-up location for the ordered products without the flight number. Please place your order after your flight number is determined.
Q. Can someone other than the person departing overseas place an order?
A. Yes, another person can place an order.
Please enter the name of the person departing overseas in the column indicating the recipient of the products when placing the order.
Q. How can I add to/change/cancel my order?
A. For additional products, please place a new order. (Order numbers are issued for each order)
If there are changes to the order, please cancel all orders and place a new order.
Cancellations can be made by the customer. (Only for cancellation of entire order)
Q. I have not received an order confirmation e-mail.
A. Once an order is confirmed, an Order Confirmation e-mail is usually sent by 17:00 on the business day after placement of the order.
If you have not received an Order Confirmation e-mail two days after placing your order, please see here .
Q. The product I want is not listed on the site. Can I place an order?
A. Some products available at our shops may not be listed on the site.
We apologize for the inconvenience, but please purchase such products directly at the shops.
Q. Are products purchased at your shops eligible for points on the Order Point Card?
A. The order ends on August 8, 2019 (Thu).
Points will be issued if ordered by August 8, 2019 (Thursday).
Please see here for details of order point cards.
The new discount service please see here for details.
Q. What should I do if the ordered products are not picked up on the date of departure? Will there be a cancellation fee?
A. If the customer does not visit the shop on the date of departure to pick up products, the order will be canceled.
There are no cancellation fees, but please notify us if you would like to cancel your order before departure.