FAQ

📌 Frequently Asked Questions (FAQ)

💬 1. What countries do you ship to?

We proudly ship nationwide across Japan and to most international countries. Whether you're in Tokyo, Osaka, or overseas, we ensure fast, reliable, and trackable shipping with our trusted logistics partners.

📦 2. How long does shipping take?

  • Domestic (Japan): 5-10 business days

  • International: 10–15 business days (varies by country and customs processing)
    We process orders within 24–48 hours (excluding weekends and holidays). You will receive a tracking number via email once your order is shipped.

🔁 3. Can I return or exchange my order?

Yes! We offer a 7-day return policy for eligible items. Products must be unused, in original packaging, and in re-sellable condition.
Please note: For hygiene reasons, we cannot accept returns on lingerie, undergarments, or personal items unless they are defective.

➡️ Visit our Shipping & Returns Policy for full details.

💳 4. What payment methods do you accept?

We accept the following secure payment options:

  • Visa / Mastercard / AMEX / JCB

  • PayPal

  • Apple Pay / Google Pay

  • Multi-currency checkout for international buyers

  • Amazon Payment

🔒 5. Is your website safe and secure?

Absolutely. Our store uses Tenko Store’s Level 1 PCI DSS compliant system, plus SSL encryption for secure transactions. Your data and payment info are always protected.

📧 6. How can I contact customer support?

We're here to help!
📩 Email: customer@tenkostore.com
📞 Phone: +810666167579
⏰ Available: Monday–Friday, 9 AM – 6 PM (Japan Time)

❓Shipping & Returns FAQ

We typically ship within 1–2 business days. Japan & China-based orders usually arrive within 5-10 business days.

For hygiene and safety, we do not accept returns for lingerie, personal care items, or opened electronics — unless defective.

Yes, returns are accepted within 7 days if the item is unused, undamaged, and in original packaging.

If the item is defective or incorrect, we cover the return shipping. Otherwise, customers are responsible for the cost.

Once your item ships, you’ll receive an email or SMS with a tracking number and link.