FAQ

Membership registration is mandatory for our store, so we ask everyone to register. Your information will be used for the purpose of product shipment, related after-sales service, campaign information, etc.
Membership registration process

Our store allows only one registration per email address. There are 18 required fields to register as a member. If there is any mistake in the input, an error message will be displayed. Please enter the information accordingly.
Important points regarding membership registration

Members should complete the procedure by going to "Confirm/Change Customer Information" on their My Page.
If you are an email newsletter subscriber, please proceed to "unsubscribe from email newsletter".
Unsubscribe

Members should complete the procedure by going to "Confirm/Change Customer Information" on their My Page.

1. On your My Page (while logged in), under "Confirm/Change Your Information", uncheck "Sign up for email newsletter" and click the Next button.
2. Check the details on the confirmation screen.
3. Click the button to change.

If you only subscribe to the email newsletter, please follow the steps below to change your settings.

1. Click "Unsubscribe from newsletter" to delete your old email address.
2. Sign up again using your new email address by clicking on "Sign up for email newsletter."

On the login page, click on "Forgot your password? Click here to reset it" and enter your registered email address. When you press the "Send" button, an automatic email will be sent to you. Please follow the instructions in the email to reset your password.

We cannot ship on the same day. In principle, we will ship within 2 to 5 days after the order date. The number of days it takes to deliver the product to your destination will vary depending on the delivery address.

You can only select one delivery address for one order number. If you wish to have your items delivered to multiple addresses, please place separate orders for each address.

All ordered items will be delivered to your shipping address by Yamato Transport. You can also collect your items at a Yamato Transport center. In that case, we apologize for the inconvenience, but please look up the address of the Yamato Transport center in advance and enter it when placing your order. Please note that we do not accept pick-up at convenience stores. Thank you for your understanding.
Depending on the contents of your order, it may be delivered by "Nekoposu" which is delivered to your mailbox. For details, please see below.
Shipping method

If the delivery address is not the registered address, you will not be able to select cash on delivery. We apologize for the inconvenience, but please place your order by credit card.

We only ship domestically. If you are thinking of shipping overseas, we recommend that you consider using a company that provides an overseas forwarding service.
Example: Tenso.com, etc.

There are two types of gift wrapping available.

1. All your orders will be wrapped together
2. Each order is individually wrapped

We cannot accept requests to have only some items wrapped. The wrapping materials are basically brown bags. Some items (such as pajamas) may be placed in a box. Also, we have put a sticker on the price tag of the item to hide the price.
Gift wrapping

If you are unable to enter new card information properly after selecting "Credit card payment" under "Payment method" in your payment information, please review the version settings of your device.
For more details, please see below.
Communication Security

There is a possibility that emails from our store may be recognized as "spoofed emails" and end up in your spam folder, or that you may not be able to check them due to your settings to block incoming emails.
Please set up your email so that you can receive emails from "@gunze.co.jp".

[For those with @yahoo.co.jp addresses]

*How to cancel the setting to reject spoofed emails
Rejecting spoofed e-mails (Links to an external site)

[For those with @gmail.com addresses]

*How to set up to receive emails from "@gunze.co.jp"
Create email filter rules (links to external site)

[For those with @icloud.com/@me.com addresses]

Email addresses related to Apple are now being filtered out as spam.
As a result, there is a possibility that emails from our store may be deleted.
We apologize for the inconvenience, but please consider using a different email address.

<How to change your registered email address>
If you are a member, you can log in to your My Page and change your registered email address by going to "Confirm/Change Customer Information."
<How to confirm your order>
You can check your order history on your My Page.

We cannot change your order after it has been confirmed. We apologize for the inconvenience, but we will accept returns and exchanges after the product arrives. Please note that the shipping costs will be borne by the customer. Thank you for your understanding in advance.
Return process

Issuance is possible.
Issuing receipts

We are sorry, but you cannot use the coupon after the order has been confirmed. Please be careful not to forget to use it when ordering.
If you forget to use a coupon

If you do not receive a reply from us, please check your spam folder and email reception settings.
Click here for information on how to set up your email reception

In recent years, we have been operating production plants in multiple countries outside of Japan, and are manufacturing products to a uniform standard. As a result, there are cases where the same product is produced in multiple countries, so we avoid uniform labeling. Please rest assured that the country of origin is clearly indicated on the product itself. We apologize for the inconvenience, but if you contact us before purchasing, we will inform you of the country of origin.
Inquiries regarding Gunze products

Some products are not eligible.
Products that are not eligible for return or exchange

〒530-0001
Osaka Prefecture, Osaka City, Kita Ward, Umeda 2-5-25
Herbis Osaka Office Tower 21st floor
Gunze Ltd. Digital Marketing Department Online Sales
TEL：06-7731-5603
About return method