FAQ

FAQ

About Products

  • Q. What brands do you carry?
    A. Please refer to the Brands List page on the website.
  • Q. A message “No products available.” pops up when I search on the website. What should I do?
    A. Please change search keywords and try again. Please make sure the spelling is correct for the brand you want to search.
  • Q. I don’t know what size would suit me. Which size should I choose?
    A. TOGA ONLINE STORE uses its original measuring method to measure the products and displays the sizes on the product detail pages. Please note that the sizes may vary depending on the product, brand, design, and material even when the same size is displayed.
    *Returns and exchanges due to customers’ personal preferences such as “the size doesn’t fit me,” “the product is not what I expected,” or “I made a mistake in my order” cannot be accepted.
  • Q. Will the product be restocked?
    A. For products with the SOLD OUT display, there is a restock button. Please click it and register your email address.
  • Q. Can you let me know when the product is restocked?
    A. When you register your email address via the restock button, an email notification will be sent to you when the product is restocked.
  • Q. Can you hem or alter the product I purchase?
    A. TOGA ONLINE STORE does not offer hemming or altering services.
  • Q. The color and texture of the product are unclear.
    A. Product images are shown on the website in the most similar color to the color of the actual product.
    The same color name may look different depending on the product, so please refer to product images for their colors.
    We ask for your understanding in advance that the color may appear differently to the color of the actual product, depending on your display environment.
    *Returns and exchanges due to customers’ personal preferences such as “the size doesn’t fit me,” “the product is not what I expected,” or “I made a mistake in my order” cannot be accepted.

Orders

  • Q. Can I cancel my order?
    A. Cancellation after order completion cannot be accepted for any reasons.
  • Q. What payment method can I use?
    A. Only credit card is accepted.
    <Accepted credit cards>
    VISA / MasterCard / AMERICAN EXPRESS
    *Only full payment is accepted. Payment by installments or revolving payment are not accepted.
  • Q. When will my order be completed?
    A. When you press “complete order” in the shopping procedure, your order will be completed.
  • Q. Can I confirm that my order is completed properly?
    A. Please refer to the confirmation email that is sent to your registered email address at the same time as your order completion.
  • Q. I did not receive an email confirmation after I complete my order.
    A. The following reasons may be possible if you did not receive an email confirmation after 24 hours.
    1. Your order has not been completed.
    2. The email address you registered is wrong.
    3. The email confirmation has been delivered to a spam folder.
    4. The email confirmation is blocked as a spam by your email server.
    5. The email confirmation has not been sent due to our company’s internal reasons.
  • Q. I cannot use my credit card. What should I do?
    A. Please refer to this link for the credit cards that we accept. Or ask your credit card company.
  • Q. Can I have the receipt?
    A. Please use the statement provided by your credit card company.
  • Q. Can you consolidate my additional or multiple orders?
    A. We do not consolidate additional or multiple orders. Please complete your order with this understanding.
  • Q. Can I order via phone?
    A. TOGA ONLINE STORE does not accept phone orders.
  • Q. Can I send my order as a gift?
    A. TOGA ONLINE STORE does not offer a gift service.
  • Q. Can I get my order wrapped as a gift?
    A. TOGA ONLINE STORE does not offer a gift-wrapping service.
  • Q. Can I get my order wrapped in noshi paper?
    A. TOGA ONLINE STORE does not offer a noshi wrapping service.
  • Q. Can I have a shopping bag (paper bag) with my order?
    A. We have temporarily stopped attaching shopping bags to all orders.
  • Q. Can I get multiple products on my order wrapped as one gift?
    A. TOGA ONLINE STORE does not offer a gift-wrapping service.

Shipping

  • Q. How long does it take for the products to arrive after the order is completed?
    A. Orders are usually shipped from our warehouse in about 7 business days after we receive your order.
    It will then be delivered to your specified address by DHL and Express Mail Service (EMS).
    <United States, Canada and Australia>
    Please check Details of DHL Delivery Services.
    DHL: https://www.dhl.com/

    <The other countries>
    Please check Details of the EMS provided by JAPAN POST Co., Ltd.
    EMS: https://www.post.japanpost.jp/index_en.html
    Details of Delivery Services by Country/Region
    https://www.post.japanpost.jp/int/charge/list/index_en.html
  • Q. How much is the shipping fee?
    A.
    <United States, Canada and Australia>
    We charge a flat rate of $100 as a shipping fee.

    <The other countries>
    We charge a flat rate of $30 as a shipping fee.
  • Q. Can I specify the delivery date and time?
    A. It is not possible to specify the delivery date and time.
  • Q. Can I have my order sent to an address other than my home?
    A. Yes, it can also be sent to a specified address other than your home.
    Please specify the address to which you want your order delivered (must be within an DHL and EMS service coverage area) in the “deliver to” address space.
  • Q. I want to know where my order is.
    A. An automated shipping notification with a tracking number will be sent via email when your order is shipped.
    You can track the shipped order on the DHL and EMS’s tracking service page.
  • Q. Can I choose a shipping service provider?
    A. No you can’t. We use our designated delivery service provider.
  • Q. My order has been returned because I was not home for a long period.
    A. When you miss your shipping, the shipping service provider gives you a notification, so please contact the shipping service provider directly. When you do not contact them, your order will be returned to our company. When that happens, your order will be cancelled, but the cost, such as shipping and return fees, will be deducted from the amount returned to you. We ask for your understanding in advance.

Returns and Exchanges

  • Q. Can I return or exchange defective products?
    A. When products that you have received are defective or different from your order, we will immediately accept your return and exchange the products.
    Please contact our customer center within 7 days after the arrival of your order. We will notify you how to return or exchange the products.
  • Q. Can I return or exchange products that are different from my expectation?
    A. Returns and exchanges due to customers’ personal preferences such as “the size doesn’t fit me,” “the product is not what I expected,” or “I made a mistake in my order” cannot be accepted. Please make sure to confirm all the product details on product pages, size guide, etc. before completing your order.
  • Q. Can I exchange sizes?
    A. Returns and exchanges due to customers’ personal preferences such as “the size doesn’t fit me,” “the product is not what I expected,” or “I made a mistake in my order” cannot be accepted. Please make sure to confirm all the product details on product pages, size guide, etc. before completing your order.

Membership Registration and Log-in

  • Q. Does it cost to register as a member?
    A. It’s free to register as a member. If you want to register as a member, please register on the membership registration page.
  • Q. I cannot complete my membership registration.
    A. Please check errors before proceeding with your membership registration.
  • Q. I want to register as a member, but I have not received an email notification that is supposed to be sent after registration.
    A. An email notification will be sent after the membership registration, but if you have not received it within 24 hours, please contact the customer center.
  • Q. What should I do when my email address changes?
    A. Please change your email address on TOGA ONLINE STORE.
    Please be careful as you may not be able to receive your order completion email or other notifications if your new email address is not registered.
  • Q. Can I register with a name other than my own?
    A. Please make sure to register with your own name.
  • Q. Can I change my registered information?
    A. Address, phone number, email address, password, and other registered information can be changed.
  • Q. I cannot log into my account.
    A. Your user ID or password may be wrong. Please make sure that you input the correct information including upper- and lowercase letters and try again.
  • Q. I forgot my password, and I cannot log in.
    A. Please contact our customer center if you forget your registered password.
  • Q. Can I cancel the membership?
    A. Once you cancel your membership, all information including registered customer information on TOGA ONLINE STORE will be deleted, and the membership special service will not be available for you.
    If you agree with all the above and want to cancel your membership, please contact us via the contact page with all the necessary information.
    However, if you have products that you have already ordered, they will be shipped anyway.
    If you want to cancel only the email newsletter subscription, you can change your registered information. Please contact us via the contact page with all the necessary information.
  • Q. Can I use TOGA ONLINE STORE without registering as a member?
    A. You can purchase products as a guest without membership registration. When you have finished shopping, please complete your order without clicking to retain your information.

Email Newsletter

  • Q. I did not receive the email newsletter even though I want to receive it.
    A. There may be reasons such as your registered email address is wrong, the email has been sent to a spam folder, the email has been blocked with a domain setting for spam emails, or the email domain has not been set to accept. Please confirm all the information once again.
  • Q. Can I cancel the email newsletter subscription?
    A. Please contact us via the contact page.

Others

  • Q. When will the sale begin?
    A. The sale period is notified via an announcement on the website and email newsletter.
  • Q. The website is not viewable. (Texts are garbled, screen designs are broken, flash does not display properly, etc.)
    A. We recommend the following settings to view our website comfortably.

    iOS10 or higher / Android5 or higher / IE11 or higher / Latest versions of Chrome, Safari, and Firefox
    *This website uses web standardization techniques such as CSS and JavaScript to enhance accessibility and usability.
    Please use web browsers listed above with CSS and JavaScript functions turned on.
    *The entire layout may not appear properly when using OSX Internet Explorer or browsers on Mac OS 9.x or lower. We ask for your understanding in advance.

    -Plug-ins
    We have content that uses animation, videos, and other features for you to enjoy our website more comfortably. Please install necessary plug-ins to enjoy our content.

    -Recommended Monitor Size
    1024×768 pixel or larger

    -Recommended Network Speed
    Broadband environment
  • Q. I have not received answers to my inquiry.
    A. We try to promptly respond to your inquiries. When we receive your inquiries on Saturdays, Sundays, and Japanese holidays, we will respond sequentially starting on the following business day.