FAQ
*Please be sure to check before contacting us.
[About inquiries]
Q-1-1 About the contact point
In order to improve the quality of inquiry management, we will only use the inquiry form below.
*Please note that we generally do not respond to inquiries via Instagram DM.
Service hours are weekdays from 10:00 to 16:00 (excluding Saturdays, Sundays, and holidays)
Inquiries made outside of business hours will be answered on the next business day.
Please check this page before contacting us.
Q-1-2 I did not receive the order confirmation email.
After placing your order, 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 to your spam folder.
[About payment]
Q-2-1 About changing payment method
Due to our order management system, we are unable to accept changes to the payment method.
Thank you for your understanding.
Q-2-2 About Paidy payment invoice
With Payday, you can pay for one month's usage all at once in the following month. We do not send paper invoices by mail.
- By 13:00 on the 1st of every month, the billed amount for the current month (previous month's usage fee) will be determined and reflected in MyPaidy and the Paidy app.
- Billing information will be sent via email and SMS (short message) between the 1st and 3rd of each month.
Q-2-3 Regarding issuance of receipts
If you contact us through the inquiry form after placing your order, we will issue it in PDF format. Please note that we do not issue receipts by mail.
【Regarding delivery】
Q-3-1 About delivery
In stock: Ships within 2-3 business days (excluding Saturdays, Sundays, and holidays)
Pre-order item: Ships in about 2 weeks
If you purchase an in-stock item and a pre-order item at the same time, the item will be shipped when the pre-order item arrives.
After shipping, we will send you a delivery completion notification email.
Q-3-2 Regarding cancellation after ordering
We do not accept cancellations due to customer convenience, whether before or after shipping.
As pre-order items are also manufactured to order, we also decline orders.
Q-3-3 Regarding color changes after ordering
As a general rule, we do not accept requests to change the color after purchase, as we will arrange for shipping immediately after placing your order.
Q-4-4 About changing the delivery address after placing an order
If you can inform us of the changed delivery address using the inquiry form, we will accept the change.
*There may be cases where the address after the delivery address is not entered, so in that case, we will confirm the address by email to the customer. Please note that the item will be shipped as soon as it is confirmed.
Q-4-5 Regarding tracking of Japan Post's package number
Tracking is possible on the Japan Post website around 18:00 on the shipping day.
Q-4-6 About gift wrapping (wrapping)
[About after product shipment]
Q-5-1 Regarding 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 return or 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 reasons due to customer convenience, such as incorrect order, wrong size, wrong image, etc.
Q-5-2 Regarding long-term absence
Please note that a cancellation fee will be charged for cancellations due to long-term absence after shipping or for refusal of receipt.
*Cancellation fee will be 1,000 yen. (Our shipping cost + packaging cost)
*Cancellation fee will be 1,000 yen. (Our shipping cost + packaging cost)
*If you cannot resolve the issue after checking the above, please contact us using the inquiry form below.