Q&A
Cancellations, returns and exchanges
Can I cancel or return/exchange my order?
As stated in our Terms of Use , we cannot accept cancellations or changes to your order (such as changes to products or sizes) after your order has been confirmed . Thank you for your understanding.
Furthermore, we do not accept returns or exchanges of products due to customer convenience, so please double check.
The same applies to cancellations due to expiration of convenience store payments .
Can I exchange sizes?
Size exchanges are only possible for domestic orders and only if the desired exchange size is in stock.
*We do not accept size exchanges for international shipping orders.
Furthermore, size exchanges are only accepted if all of the following conditions are met:
・The item was received within the last 7 days.
・The product tag has not been removed.
・The item has only been tried on indoors.
・There are no stains or scratches that occurred after arrival.
Please note that if our inspection determines the item is not in unused condition, we cannot accept an exchange.
We appreciate your understanding in advance.
If you wish to exchange a size, please check our Terms of Service and contact us via the contact form on the page within 7 days of the product arrival date, clearly stating the relevant order number and your name.
Please understand and cooperate that we will not be able to process an exchange if we do not receive contact within the deadline.
The exchange process is as follows: First, please return the item to our inspection facility [shipping prepaid].
Once we confirm it is in unused condition, we will ship the exchanged item [cash on delivery].
The shipping cost for returning the item to the inspection facility and the shipping cost for the exchanged item will be borne by the customer.
We kindly ask for your understanding.
Can I change or exchange the size of an ordered product?
For all made-to-order products, production will begin only for the amount ordered by the customer after the order is confirmed.
Therefore, we cannot accept cancellations, returns, or exchanges due to customer reasons after an order has been confirmed, nor can we accept size changes before or after delivery.
The product I received has an initial defect. What should I do?
We apologize for the inconvenience, but please contact us at info@mikiosakabejennyfax.store within 7 days of receiving the product.
Please include your order number and a photo of the defective item .
About orders
Is gift wrapping available?
Gift wrapping is available for 330 yen (tax included).
【specification】
Size: W450×D130×H630mm
*These sizes are for shoes and clothes, so please pay attention to the size when purchasing accessories.
*The bag color and sticker design will be random and cannot be chosen.
[How to use]
Please select wrapping on the product page and add it to your cart along with the product.
*Some products, such as made-to-order items, are not eligible.
We have also launched an "eGift" service, which allows you to send gifts to people even if you don't know their address or shoe size. Please feel free to use this service as well.
*Shipping is limited to within Japan.
Can you issue a receipt?
After completing your order, you can issue a receipt from the order details page.
Additionally, for customers who purchased after March 4, 2025, there will be a "View Receipt" link at the bottom of the order confirmation email, so you can also view your receipt there.
As a general rule, we do not issue handwritten receipts.
Our shop supports the invoice system.
What payment methods are available?
Credit card / Apple Pay / Google Pay / Paidy (Japan only) / PayPal / Smartphone payment (Merpay)
We accept Visa, MasterCard, American Express, and JCB credit cards.
Also, Paidy is only available in Japan .
Can I purchase by cash on delivery?
Unfortunately, cash on delivery is not available on our online store.
For customers who have paid a deposit at the order meeting, the remaining balance will be charged by cash on delivery.
Is an installment purchase possible?
Pay later in three installments is available with Payday.
Please note that when using the Pay Later in 3 installments option, you will need to register as a member with PayDy and verify your identity .
For more information, please see the page below, and if you have any questions, please contact Paidy directly .
https://paidy.com/landing/plus_3pay/
My Payday payment isn't going through
To usethe Pay Later in 3 installments option , you will need to register as a Payday member and verify your identity in advance.
Please try again after completing identity verification.
Please note that we cannot answer questions regarding whether or not payment can be accepted.
If you have any questions, please feel free to contact Paidy directly.
I can't use the coupon for the first purchase campaign.
The coupon for the first purchase campaign can only be applied to eligible products.
Please check here for eligible products.
I haven't received an order completion email
Once your order is complete, an order confirmation email will be automatically sent to your registered email address within a few minutes.
If you do not receive the email, please check your spam folder as it may have been sorted into it.
Also, there may be an error in the email address you entered when registering, so please check it again.
About Shipping
Can I change the delivery address?
This can be done before shipping.
Please contact us using the contact form on the page, clearly stating your order number and name.
After shipping, please contact the shipping company directly.
Please note that a forwarding fee may be charged depending on the forwarding destination.
Shipped item not received
For domestic shipping:
Please contact the shipping company directly using the shipping number listed in the shipping notification email.
For international shipping (EMS):
Please check the tracking number provided in the shipping notification email and contact the nearest post office in the destination country.
For international shipping (DHL):
Please check the tracking number in the shipping notification email and contact DHL directly.
The item has not been shipped even after more than a week
The following possibilities may be the cause:
・If you purchase a made-to-order product
The delivery period is listed on the product page, so please check it again.
・If there are any problems such as an incomplete address
If we find any problems, such as an incomplete address or possible fraudulent use, we will contact you by email.
We apologize for the inconvenience, but we would appreciate it if you could check your email.
If you have checked the above and the problem persists, please contact us using the contact form on the page, stating your order number and name.
Who is the delivery company?
Domestic shipping is handled by Sagawa Express.
*Delivery will be made by Yamato Transport in Okinawa Prefecture only.
We primarily use EMS for international shipping, but we also use DHL for some areas.
Can I specify the delivery date and time?
We are unable to accept requests for specific delivery dates and times. We appreciate your understanding.
How many days will it take for the product to be shipped?
As stated on the product page, most items will be shipped within one week of your order .
In addition, shipping times for made-to-order and pre-order items vary, so please be sure to check the shipping time listed on each product page.
The storage period has expired and the item has been returned. Can you resend it?
For domestic shipping:
As stated in the Terms of Use, there will be an additional charge of 2,200 yen for return and re-delivery.
Generally, we ask that you make payment in advance online.
For international shipping:
In the case of re-delivery, shipping fees will be charged again.
We also ask that you make payment in advance online.
Once the returned item arrives at our company, we will begin the process of reshipping it.
Can I ship overseas?
We ship worldwide, with the exception of some countries and regions where delivery is not possible.
The shipping method is primarily EMS, but we will use DHL in some areas.
Do I have to pay customs duties when shipping overseas?
If customs duties are incurred, the cost will be borne by the customer.
We cannot change or cancel your order due to customs duties.
Additionally, we cannot change the declared amount from the purchase amount.
Can I ship items to my hotel while I'm traveling?
Shipping is possible.
Before placing your order, please make sure to check whether your hotel allows package pickup.
Additionally, when entering an address from another country, it is easy to make mistakes or omit an address.
Please enter your address correctly to ensure you receive your package within your limited stay.
About made-to-order products
What are made-to-order products?
This product will be produced after receiving your order.
Therefore, we cannot accept cancellations or changes to your order once it has been confirmed.
Also, delivery times will differ from those of regular products, so please be sure to check the shipping times listed on each product page.
I want to know when the ordered product I purchased will be shipped.
[SS26 Pre-order Items]
Clothing/Bags: Scheduled for shipment in mid-March 2026
Shoes/Accessories: Scheduled for shipment between March and April 2026
Denim Items: Scheduled for shipment in mid-June 2026
[Tenshi no Tamago × MIKIOSAKABE Pre-order Items]
Scheduled for shipment in mid-April 2026
[Holiday Pre-Order 2025]
Scheduled for shipment between April and May 2026
[AW26 Pre-order Items]
Clothing/Bags: Scheduled for shipment between July and August 2026
Shoes: Scheduled for shipment between August and October 2026
*If you purchase items with different delivery times or regular items together, all items will be shipped together once they are all available.
For urgent orders, we recommend processing separate payments for each item.
*Delivery times may be subject to slight changes due to production circumstances.
About the product
I want to know the shoe size
Basically, it is made to fit the size indicated.
If sizes are not available in 0.5cm increments, many people tend to choose a size 0.5cm larger than usual.
(Example: If your usual size is 23.5cm, change it to 24cm)
*Please note that foot shape and fit vary from person to person, so we ask that you make your own final decision when making your purchase.
*Depending on the shoes, the above instructions may differ, so if there are any notes on the product page, please refer to them when selecting your size.
Will the product be restocked?
Popular and classic shoe items may be restocked.
We will keep you updated on restock information and the release of new items on our official Instagram, so please be sure to check it out.
Official Instagram:
https://www.instagram.com/mikiosakabe_jennyfax_clothing/
I want to know how to care for it
For clothing, please refer to the product quality label.
As for the shoes:
If it gets wet, wipe it with a dry cloth and dry it in the shade. When storing, avoid high temperatures, humidity, and direct sunlight, and store in a well-ventilated place.
Please avoid washing your shoes in a washing machine or tumble dryer as this may damage the soles.
When washing with water, please turn your shoes upside down or stuff them with towels to prevent water from getting into the soles. Please use a neutral detergent.
Washing with water or hot water may cause changes in size and color. There is also a risk of color transfer.
If water gets into the sole, remove the insole, turn the shoes upside down so the sole is facing up, and dry them in the shade. It may take several days for the water to drain.
*We cannot take responsibility for cleaning your shoes, such as washing them with water, so please do so at your own risk.
others
Do you have any directly managed stores?
Regarding direct stores, JennyFax is the only one available.
[JennyFax Direct Store]
One Foot In The Grave
https://www.instagram.com/onefootinthegrave.jennyfax/
We will announce any pop-up events or order events on Instagram, so please check it out.
Instagram:
https://www.instagram.com/mikiosakabe_jennyfax_clothing/
Some of our products are also available at some stores.
Please specify the country or region you are looking for and contact us using the contact form on the page.
I want to change my registered email address
If you are a registered member and would like to change the email address you use for logging in or contacting us, please contact us using the contact form on the page, clearly stating your old email address and your new email address.