FAQ

FAQ

Regarding Orders

What payment methods are available?

Customers can choose to pay by credit card or Paypal. *Please refrain from using debit cards and other such payment methods aside from credit cards. (It may take up to 75 days if a card is charged twice when ordering or when processing a cancellation or returning an item. Please check with your credit card service provider regarding the time frame for refunds.)

Can I select the number of charges made to my credit card?

Credit cards are charged in one-time lump-sum payments only.

How do I cancel an order?

Please be aware that we do not accept cancellations after an order is placed.

Can I change my order after it has been submitted?

Please be aware that we do not accept requests to change orders after they have been placed.

How do I check my order?

You can check your order from the Purchase History on "My Page".

I was asked to present identification after ordering.

Please be aware that we may ask for identification when placing costly orders.

An error occurred when processing my credit card.

Very rarely errors occur when processing credit cards and the payment does not go through,
leading to issues such as order confirmation emails not being delivered. We apologize for the inconvenience, but we ask that you get in touch with us from the "Contact" form.

Can I pay in a currency other than Japanese Yen?

All orders are charged in Japanese Yen. The USD, EUR, GBP, and HKD amounts showed on the site are nothing more than rough estimates. Please contact your credit card service provider for exchange rates, fees, and more when making a payment.

I have not yet received an order completion email.

You may not be able to receive emails from us depending on your incoming email settings. Please check the following settings:
Domain specified (@headporter.co.jp) settings
Deactivate spam settings

Regarding Product Shipments

How much are shipping costs?

Shipping charges vary depending on your country and region. You can check on shipping areas/charges.

Can I have the product(s) wrapped in gift-wrap?

We apologize for the inconvenience, but we do not offer gift-wrapping services.

What delivery company do you use?

Shipping is handled by either FedEx or EMS (the shipping provider will be chosen for you).

About how long will it take for delivery?

Generally, deliveries will be made within 14 days from the date the order was placed.
Deliveries may take longer than usual depending on the shipping region and whether or not there has been an influx of orders.

Can you ship products that were ordered separately together in the same package?

All product shipments are made per order placed.
Please be aware that that we cannot package together and ship products purchased in a separate Shopping Cart.

Are there any customs duties?

When imposed, all customs duties, fees, and other import tariffs shall be borne by the customer.
・Costly customs duties may be incurred depending on country and region.
・Please contact customs in the country or area in which you live for details.

Where do you deliver to?

You can check on shipping areas/charges. Please get in touch with us from the "Contact" form if not listed in the chart.

I would like to check my shipment status.

Your shipment tracking number will be provided in the email sent automatically after shipment processing has completed. You can check your shipping status on the website of the shipping provider.

Can I change my shipping address after placing an order?

Please be aware that we do not allow changes to the shipping address after an order has been placed.

Can you deliver to a hotel in Japan I plan on staying at?

Customers who would like to have orders shipped inside of Japan must enroll as Japanese domestic members.
After selecting "JP" from the Switch Language menu in the upper right, we ask that you register as a new Japanese member.
For customers who have already registered, login from the Switch Language menu and complete your purchase. Please be aware that Japanese is the only language available.

Regarding Returns and Exchanges

Can I return or exchange items I purchased?

Please be aware that we do not accept cancellations or returns after an order has been placed.
If you received the wrong item or your item was defective, we will accept exchanges for the same item. If we are out of stock of the item(s) eligible for exchange, we will refund the purchase price. We will bear any shipping costs incurred to ship the item(s) back.

When will I be refunded?

The precise amount of time required for refund depends on your credit card provider, so we request that you ask your credit card issuer regarding the precise amount of time required until you receive the refund.

Regarding Repairs

Can you fix or repair products?

We accept requests for repairs if defects occur with an item you have purchased. Please get in touch with us from the "Contact" for details.

How do I request repairs?

Please select whether to bring the item directly into a store or to send it in. However, we ask that you be sure to contact us in advance if you choose to ship the item.

Regarding Products

What are Members’ Sales?

We hold bargain secret sales for members only.

When do you receive shipments (new shipments) of products?

If you take advantage of our Email Notifications when Back in Stock feature, we will send you a notification email when we receive a new shipment of the product. *This does not constitute a reservation and we therefore cannot guarantee availability or purchase.

Can I purchase products on layaway and other products at the same time?

Please be aware that you cannot purchase pre-order products and regular products at the same time.

Regarding Member Registration

I forgot my password.

Follow the steps from "Forgot Your Password?"

I have not yet received my membership registration email.

You may not be able to receive emails from us depending on your incoming email settings. Please check the following settings:
Domain specified (@headporter.co.jp) settings
Deactivate spam settings

Please remove me from the email newsletter

The process differs for HEAD PORTER ONLINE members and non-members. Please see "EMAIL NEWSLETTERR" for details.