FAQ (Frequently Asked Questions)
We try to introduce great quality of items from JAPAN to all over the world.
We are located in Kobe, so all the orders are shipped from Kobe! (Read more)
♦Why you can trust us
♦Placing an order
How do I place my order?
- Browse the site until you find a product that you love
- Select a color, size, or any other options that apply for the product
- Press the "add to cart" button
- Keep browsing and repeat step 3 for each product that you wish to purchase
- Once you are ready to buy the product(s), navigate to the cart button found on the top right of the website accessible from all pages.
Follow the steps below to pay and place the order
- Enter a billing address and shipping address. If they are the same, you are only prompted to enter one.
- Login to PayPal and complete the secure payment method
- A confirmation email will automatically be sent to the email connected to your PayPal account.
When will my credit card be charged?
Where do I notify that my order is a gift?
Please refer to the the Gift Wrapping page
Please be aware of following two things:
1. That shipments sent as gifts may still be charged customs fees.
2. The price of the products excluding the shipping cost will be displayed on your package.
Do you ship worldwide?
How much is the shipping cost? How long will it take?
Where will you ship my order from?
Will I have to pay taxes and custom fees?
These supplementary costs are the customer’s responsibility.
The price of the products excluding the shipping cost will be displayed on your package.
♦Return and cancellation policy
I'd like to cancel my order, how can I do that?
For products that have already shipped, we are unable to refund the shipping charges.
I'd like to send my order back, how can I do that?
We will authorize the return and email you the return address label.
Returns must be within 7 days of delivery and all returned items must be in the original condition(*) you received them in.
Shipping cost cannot be reimbursed.
Return shipping cost and import fee are also your defrayment.
(*)CONDITION: We can only accept your return if the goods are absolutely unused and in the original condition. In turn we would never send out used goods to you. When you purchase from Free Spirits we guarantee that you'll get a brand new product. We are sure you understand that if we receive a used case from you (even if it is used for only one day) it will show and due to our strict guidelines we won't be able to accept the return.
(*)REFUND: Once the goods are returned to us in the original and unused condition we will quality check them and process a refund for the goods. Depending on the original payment it may take a few weeks to see the refund on your account.
(*)EXCEPTIONS: If you send back used goods they will be sent back to you at your expense. If goods are received damaged we will not be able to give you a refund, but will contact you with pictures of the damage so you can claim a refund from your shipping company.
♦Postal service ordering and related issues
What should I do if I don't receive my order?
If you have any inqueries about your package, please contact us at firstname.lastname@example.org
One or several items have been broken during the delivery
One item was missing in my parcel?
How do I contact customer service?