FAQ
About the product
Could you please tell me the shoe size?
Basically, it is made according to the size indicated.
If there are no sizes available in 0.5cm increments, it is often best to choose a size 0.5cm larger than your usual size (e.g. if you usually wear 23.5cm, choose 24cm).
*Please note that foot size varies from person to person, so please make your purchase at your own discretion.
*Please note that some shoes may differ from these instructions, so if there are any notes on the product page please refer to them when choosing your size.
The color of the actual product appears to be different from the photo.
We have taken photographs and posted the products to be as close to the actual colors as possible, but the colors may appear different depending on your computer monitor or mobile phone model characteristics and settings.
We also strive to make the first photo on the product page as close to the actual color as possible.
Will there be a restock?
Popular and classic shoe items may be restocked.
We will post announcements about restocks and new releases on Instagram, so please check our Instagram.
Instagram: https://www.instagram.com/mikiosakabe_jennyfax_clothing/
I would like to know how to care for it.
For clothing, please refer to the quality label attached to the clothing.
As for the shoes, here's the thing:
When it gets wet, wipe it off with a dry cloth and dry it in the shade. When storing, avoid high temperatures, high 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 the shoes upside down or stuff towels inside the shoes 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 shoe upside down so that the sole is facing up, and dry it in the shade. It may take several days for the water to drain.
*We are not responsible for any cleaning of your shoes, such as washing them with water, so please do so at your own risk. Thank you for your understanding.
Can you repair shoes?
Since we will respond individually, please contact us at info@mikiosakabejennyfax.store with a photo of the area to be repaired, stating your order number or name, etc.
If you purchased the product at a store, please contact them.
Does it hydrolyze?
The soles are made using a material that is less susceptible to hydrolysis than general sneakers, so hydrolysis is less likely to occur.
*Deterioration may occur depending on usage and storage conditions.
About orders
What is the payment method?
Payment methods are as follows:
Credit card / Convenience store payment / Amazon Pay / Apple Pay / Google Pay
We accept the following credit cards: Visa, MasterCard, American Express, and JCB.
Payment at convenience stores must be made in advance, and items will be shipped after payment has been confirmed.
The payment deadline is approximately 1 to 5 days. Convenience store payment is only available to customers in Japan.
Can I pay by cash on delivery?
Unfortunately, cash on delivery is not available on our online store.
For customers who have made a deposit at the order meeting, the remaining balance will be charged by cash on delivery.
Is an installment purchase possible?
Unfortunately, installment payments are not available on our online shop.
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, it may have ended up in your spam folder.
Can you issue a receipt?
After completing your order, you can issue a receipt from the order details page.
You can choose whether you want to print a receipt or have it included with your order.
If you are ordering multiple items together, due to system limitations, the receipt will only be reflected within a few minutes of your order, so if you would like a receipt some time after placing your order, please select print.
If you cannot find the button after placing your order or would like a receipt, please contact us at info@mikiosakabejennyfax.store with your order number or recipient's name.
As a general rule, we do not issue handwritten receipts.
We also support the invoice system.
I can't use the first purchase campaign coupon.
First-time purchase campaign coupons are only applicable to eligible products.
Please check the applicable products here.
Can I get gifts wrapped?
Sorry, but we do not provide gift wrapping.
The shoes will be delivered in a shoe bag with the logo.
What is a made-to-order product?
This product is produced after receiving a customer's order.
Therefore, cancellations or changes cannot be made.
For more information, please read the following: https://mikiosakabejennyfax.store/pages/about#Pre
24AW Pre-order shipping period
Clothing & Bag: Mid-August to mid-September 2024
Shoes: Scheduled for September-October 2024
Summer Pre-order shipping period
(Clothing) December 2024
(Shoes) December 2024 ~ January 2025 /December 2024 ~ January 2025
About Shipping
What is the delivery company?
Domestic shipments will be made by Sagawa Express. (For Okinawa Prefecture only, shipments will be made by Yamato Transport.)
We ship by EMS. (Some areas will be shipped by DHL.)
Can I specify a date and time?
Sorry, we cannot specify a date and time.
How many days will it take to ship?
As stated on the product page, items will be shipped within one week.
For domestic shipping, unless there are any issues, we will ship within 1-3 business days.
In addition, we may sell made-to-order or pre-order items during certain periods, so please check the product page for the shipping period for each item.
Can I change the shipping address?
This can only be done before shipping.
Please contact info@mikiosakabejennyfax.store with your order number, name, and new address.
After shipping, please contact the delivery company directly. (A forwarding fee may be charged depending on the forwarding destination.)
It's been over a week and the item still hasn't been shipped.
The possible causes are as follows:
-Purchasing made-to-order products.
The delivery period is listed on the product page, so please check it again.
There were issues with the address being incomplete.
If there are any problems, such as an incomplete address or possible fraudulent use, we will contact you by email, so please check your email again.
If the above does not apply to you or you have any questions, please contact us at info@mikiosakabejennyfax.store with your order number or name.
Can I pick it up in person?
Sorry, we only offer shipping services.
The storage period expired and it was returned to me. Can you resend it?
Domestic shipping: As stated in the terms of use, an additional 2,200 yen will be charged for return shipping and redelivery.
Generally, you will need to make payment online first.
Overseas shipping: Shipping fees will be charged again. Please make payment online in advance.
The returned item will be shipped once it arrives at our company.
Can I ship overseas?
We ship worldwide, except for some countries and regions where delivery is not possible.
Shipping is by EMS (DHL in some areas).
If you receive a purchase error, please contact us at info@mikiosakabejennyfax.store with your shipping country and order details.
International shipping: Do I pay customs duties?
If customs duties are incurred, they will be borne by the customer.
We cannot change or cancel your order due to the amount of customs duty.
Additionally, the declared amount cannot be changed from the purchase amount.
I'm a tourist. Can I have it shipped to the hotel in Japan I'm staying at?
Shipping is possible.
Please check whether your hotel can receive your package before placing your order.
Since addresses from other countries are entered, there are many missing or incorrect addresses.
Please enter the correct address to ensure hassle-free collection during your limited stay.
My item has been shipped but I haven't received it yet.
For domestic shipments: Please contact the shipping company directly using the shipping number listed in the shipping notification email.
For international shipments via EMS: Check the tracking information in the shipping notification email and call the nearest post office in the destination country.
If you have any questions, please contact us at info@mikiosakabejennyfax.store with your order number, name, etc.
For international shipping via DHL: Please check the tracking information in the shipping notification email and contact us at info@mikiosakabejennyfax.store with your order number, name, etc.
Cancellations, returns and exchanges
Can I cancel?
Please note that as stated in our Terms of Use , we cannot cancel or change your order after it has been confirmed.
(The same applies to cancellations due to convenience store payments expiring.)
Can I exchange sizes?
Exchanges are possible if stock is available.
This only applies to products that have tags indicating they have only been tried on indoors.
In addition, please note that we cannot accept exchanges if the item is not deemed unused upon our inspection.
If the item you want is not in stock, we will accept returns and refunds or exchange for a different item.
(If you exchange it for another product, we will refund or charge you the difference.)
If you would like to exchange the size, please read the terms and conditions for details and contact us within 5 days of receiving the product.
Please contact us at info@mikiosakabejennyfax.store .
Can I exchange ordered products?
For made-to-order products, we cannot guarantee availability of size exchanges at the time of order.
If you contact us after the item arrives, we will accommodate your request if the item is in stock.
This only applies to products that have tags indicating they have only been tried on indoors.
In addition, please note that we cannot accept exchanges if the item is not deemed unused upon our inspection.
If the item you want is not in stock, we will accept returns and refunds or exchange for a different item.
(If you exchange it for another product, we will refund or charge you the difference in price.)
If you would like to exchange the size, please read the terms and conditions for details and contact us within 5 days of receiving the product.
Please contact us at info@mikiosakabejennyfax.store .
What should I do if there is an initial defect?
We apologize for the inconvenience, but please contact us at info@mikiosakabejennyfax.store with your order number, name, and email address.
When sending an email, please attach a photo of the defective part .
others
Is there a place where I can try on clothes?
Unfortunately, we do not have any directly managed stores for our brand.
When we hold pop-ups or order sessions, we will announce them on Instagram, so please check out our Instagram.
Instagram: https://www.instagram.com/mikiosakabe_jennyfax_clothing/
Some of our products are available at some stores.
Please contact us at info@mikiosakabejennyfax.store, specifying the country or region you would like to know about.
Where can I contact for inquiries?
Please contact us via the CONTACT page or the form below, or email us at info@mikiosakabejennyfax.store (or mikiosakabecontact@gmail.com).
I want to change my registered email address.
If you are a registered member and have changed the email address you use for logging in or contacting us, please contact us with your original email address and your new email address.
