Ordering Procedure

  1. Choose the desired color and quantity of the product from our online store, then click "Add to Cart."
  2. Click "Proceed to Checkout."
  3. Enter your personal information.
    Please note that if you use a mobile email address or webmail, you may not receive the automated confirmation email. Check your spam settings to ensure proper delivery.
  4. Select your preferred shipping method.
  5. Choose your payment method.
  6. Review your order details and click "Complete Order" to finalize your purchase.
  7. You will receive an order confirmation email automatically.

Notes

  • Adding a product to your cart does not guarantee your purchase. If there is heavy traffic before completing the checkout process, your purchase may not go through.
  • The color and texture of the products may slightly differ from what is shown in the images.
  • Orders for resale purposes are not accepted. If we suspect you are purchasing products for resale—such as by ordering a large quantity of the same item or repeatedly placing similar orders—we reserve the right to cancel your order even after it has been completed.

Payment

We accept payments via credit card, Amazon Pay, Shop Pay, Google Pay, and PayPal.

Credit Cards

Accepted cards: VISA, MasterCard, American Express, and JCB
Debit cards issued by the above companies are also accepted.

Important Notes on Payment

If there is an error in your credit card information, we may contact you to confirm or cancel your order.

Shipping Information

Your order will be shipped via Seino Super Express or Fukuyama Transportation.
Since our products are made to order, please allow approximately 10 days for delivery after payment has been completed.
If we receive a high volume of orders right after a holiday, shipping may take longer.

Shipping Fees

Shipping fees are as follows (tax included):

  • Kyushu Region: Fukuoka, Nagasaki, Oita, Saga, Kumamoto, Miyazaki, Kagoshima
    ￥2,200
  • Chugoku Region: Yamaguchi, Tottori, Shimane, Okayama, Hiroshima
    ￥2,200
  • Shikoku Region: Tokushima, Kochi, Ehime, Kagawa
    ￥2,200
  • Kansai Region: Shiga, Kyoto, Osaka, Hyogo, Nara, Wakayama, Mie
    ￥2,200
  • Chubu Region: Gifu, Shizuoka, Aichi, Niigata, Nagano, Yamanashi, Ishikawa, Toyama, Fukui
    ￥2,200
  • Kanto Region: Tokyo, Saitama, Chiba, Kanagawa, Ibaraki, Gunma, Tochigi
    ￥2,200
  • Tohoku Region: Aomori, Akita, Iwate, Yamagata, Miyagi, Fukushima
    ￥2,200
  • Hokkaido
    ￥4,400
  • Okinawa
    ￥4,400

Shipping is free for orders over ¥30,000 (excluding tax) (¥33,000 including tax).

Delivery Notes

  • Once your order has shipped, changes to the delivery address, order details, or cancellations are not possible.
  • Each order can be shipped to only one address.
  • Delivery times may vary depending on your region, traffic, and weather conditions.
  • If you are not home when the package is delivered, please refer to the delivery slip left by the courier or the "tracking number" in our shipping confirmation email. Contact the courier's local office listed on the slip within 6 days.
  • If your package is returned due to extended absence or refusal to accept it, you may be charged for both return and reshipping fees.

Returns, Exchanges, and Cancellations

Before Shipment

Cancellations and changes are accepted before the product is shipped. Please contact us via phone, email, or our inquiry form within 24 hours of placing your order.

After Delivery

For Customer Convenience

We accept returns of unused products within 7 days of receipt. Return shipping fees will be borne by the customer. Please contact us within 7 days to initiate a return or exchange.

Returns and exchanges are not accepted in the following cases:
  • Products that have been used
  • Products that are scratched, soiled, or damaged after delivery
  • Products missing boxes or parts
  • Products not purchased from the aluna-frame online shop
  • Products delivered more than 8 days ago
  • Products returned without prior notification to aluna
For Our Errors

If you receive the wrong product, or if the product is damaged, soiled, or has a manufacturing defect, please contact the aluna-frame online shop immediately. We will respond promptly.
If the defect is determined to be our responsibility, we will cover all shipping costs and, as a rule, exchange the product for the same item. If a replacement is not available, we will issue a refund.