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Help・Guide

Top Questions Asked

■ Where are the shops loacted?

■ When can I start ordering and when is the cutoff?

Ordering

■ When can I start ordering and when is the cutoff?

■ Can I only order on the website?

■ Can I reserve products that are not listed on the website?

■ Can I order even if my departure flight has not been finalized?

■ Can I order if the person requesting the order is not the passenger on the departing flight?

■ Can I change my order or add to it?
What should I do if my flight, departure time, or schedule change?

■ I haven't received a order completion email.

■ I have forgotten my ID and/or password.

Items and purchasing

■ Where can we pick up the products?

■ Please tell me when I can pick up my order.

■ What payment methods are acceptable?

■ Will I get a refund immediately if I cancel my reservation?

■ Do I need to show my online payment details at the store?

■ Can I send duty free items inside Japan or overseas?
Can I pick them up when I come back to Japan?

■ Can I purchase items at a duty free shop if I go to Kansai International Airport?

■ If I am entering Japan from overseas at Narita Airport via Kansai Airport, can I purchase items at a duty free shop at Kansai Airport?

■ What happens if I could not collect my items on my departure date.
Can I cancel a order?

■ Can the product reservation be partially modified or cancelled on the day of departure when picking up the products at the shop?

■ Carrying on liquids to flight cabin

■ Duty-free allowances for entering other countries

Shops

■ Where are the shops located?

■ When are the shops open and when are they closed?

Membership

■ Merits of registering as a member

Miscellaneous

■ Can I exchange or return items I have purchased?

Below are some frequently asked questions. If you have any other questions, please contact us using the inquiry form.

Inquiry form