Frequently Asked Questions

The following is a list of questions we have received from customers and the answers to them.
Before contacting customer support, please make sure you do not have the same question.

【About login and registration】

Q:I can't log in.

A:You are not a registered member, or you have entered the wrong e-mail address or password. If you have forgotten your password, please reset it.

Q:How do I unsubscribe from the e-mail newsletter?

A:We will provide you with an unsubscribe form in the e-mail newsletter that you receive.

Q:I forgot my member ID and password.

A:The e-mail address you registered when you registered as a member will be used as your ID. If you have forgotten your password, please click "Forgot Password" on the registration page to reset your password.

【About products】

Q:I don't know what size is right for me.

A:The product pages all indicate the finished size (actual size) of the product. Please measure your clothes and compare them with the sizes in the size chart to find the right size. If you have any questions about your size, please contact our customer center via FB or Instagram at the end of this page.

Q:Can I buy the products that are "out of stock" anymore?

A:We may be able to add the requested product. Generally, it takes 15 days to restock items marked "out of stock". Please check the restock page on our official website.

【About Ordering】

Q:How do I place an order?

A:Please add the product to your cart and proceed with the purchase procedure.
Please enter your personal information first.
After that, set the payment method and complete the payment.
Please note that we only accept orders over the Internet; we do not accept orders by phone.

Q:I did not receive an order confirmation e-mail.

A:First of all, please make sure that your e-mail address is correct.
Depending on your environment, the e-mail may be classified as "junk mail. Please make sure that you are set up to receive emails from liwisi.com.
You can send the order confirmation e-mail again, but please contact our customer support.

Q:I want to change or cancel my order.

A:You can cancel your order after it has been completed, except for sale items and pre-order items. Please note that the cancellation policy may vary depending on the status of the order at the time you contact our customer support.
Once an order has been completed, we cannot change the contents of the order or the payment method. Please note that we cannot change the contents of the order or payment method after the order has been completed.

【About payment】

Q:About payment by credit card

A:We accept VISA, MASTER, AMEX, and JCB co-branded credit cards.

Q:About payment by PayPal

A:Payments can be made using PayPal balance.For details, please refer to About Payment Methods.You will need to register as a PayPal user in advance.
Also, PayPal must be installed on your smartphone device.You cannot pay only a portion of the purchase amount with your PayPal balance.
Please check your order status and purchase history on the PayPal application.

Q:About payment at convenience stores

A:Convenience store payments are accepted only in Japan.

【About delivery and shipping costs】

Q:How long does it take to receive my order?

A:Normally, we ship from our overseas warehouse the day after your order date. We will deliver 8-15 days after the order date.
※Usually, we ship the next day after your order date from our overseas warehouse. Please understand in advance.
※The delivery time of pre-order items differs from that of regular items (for details, please contact our customer support).

Q:How much is the delivery charge?

A:A flat rate of 725 Japanese yen per order (tax included).

※＜For overseas orders＞

・Southeast Asia-----725 Japanese yen (tax included)

（Please note that Brunei is 980 Japanese yen shipping fee including tax.）

・North America----725 Japanese yen (tax included)

・Europe----725 Japanese yen (tax included)

Q:Can I change my delivery address?

A::It is possible to change the delivery address. Please contact our customer center for details.

Q:Can you ship internationally

A:International shipping is available.

Q:Can I choose my shipping carrier?

A: Currently, we do not offer a choice of shipping companies.
We apologize for the inconvenience.

Q:The product I received was defective.

A:Please contact our customer center. We will accept the return after confirming the contents of the package.

【About Coupons】

Q:I completed my order without using the coupon.

A:In that case, please contact our customer center. We will refund the coupon discount.

Q:If I cancel an order with a coupon, can I use the coupon again?

A:It depends on the coupon.Most coupons can be used only once.
Please contact customer center for details.

Q:If I return a product for which I used a coupon,can I use the coupon again?

A:If you return an item for which you have redeemed a coupon, the coupon can be reissued.In this case, please contact our customer center.

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