*Please be sure to check before contacting us.
Q-1-1 Contact point for inquiries
In order to improve the quality of inquiry management, we will only use the following inquiry form.
*Please note that we do not respond to inquiries via Instagram DM.
Business hours are from 10:00 to 16:00 on weekdays (*excluding Saturdays, Sundays, and holidays)
Inquiries outside business hours will be accepted on the next business day.
Please check this page before contacting us.
Q-1-2 I did not receive an order confirmation email
After ordering, we will send an order confirmation email to all customers with the title "[meltum] Confirmation of order details". Please check your spam folder as it may have been sorted into your spam folder.
Q-2-1 Change of payment method
Due to the influence of our order management system, we are unable to accept changes to the payment method.
Thank you for your understanding.
Q-2-2 Paidy payment invoice
With Payday, you can pay for your usage for one month in one lump sum in the next month. We do not send paper invoices by mail.
- By 13:00 on the first day of each month, the billed amount for the current month (the amount used in the previous month) will be finalized and reflected in MyPaidy and the Payday app.
- Billing information will be sent by email and SMS (short message) between the 1st and 3rd of each month.
For details, please check the Paidy official website here
Q-2-3 Issuance of receipts
If you contact us from the inquiry form after ordering, we will issue it in PDF. Please note that we do not issue receipts by mail.
Q-3-1 About delivery
In Stock : Ships within 1-2 business days
Pre-order item: Ships in about 2 weeks
If you purchase an in-stock item and a pre-order item at the same time, we will ship the item when the pre-order item arrives.
After shipping, we will send you a delivery completion notification email.
Q-3-2 Cancellation after ordering
Regardless of whether it is before or after shipment, we do not accept cancellations due to customer convenience.
We are also making orders for reserved items, so we are also refusing.
Q-3-3 Color change after ordering
Regarding the color change after purchase, we will arrange shipping immediately after ordering, so we do not accept it in principle.
Q-4-4 Change of delivery address after placing an order
If you can inform us of the changed delivery address from the inquiry form, we will accept it.
*There may be cases where the address after the delivery address is not entered, in which case we will send an email to the customer to confirm the address. Please note that it will be shipped as soon as it is confirmed.
Q-4-5 Tracking the package number of Japan Post
You can track it on the Japan Post site around 18:00 on the shipping date.
Q-4-6 About gift wrapping
We do not accept gift wrapping. note that.
[About after product shipment]
Q-5-1 About returns and exchanges
If there is a defect in the delivered product, or if you receive a product that clearly differs from what you ordered, we will issue a refund. However, please note that we cannot accept refunds or exchanges in the following cases.
- If more than 3 days have passed since the product arrived
- In the case of customer-related reasons such as wrong order, wrong size, wrong image, etc.
Q-5-2 About long-term absence
Please note that we will charge a cancellation fee for long-term absence cancellations and refusal to receive after shipment. *Cancellation fee is 1,000 yen. (our shop postage burden + packing cost)
*If you cannot solve the problem after checking the above, please contact us using the inquiry form below.