FAQ - Frequently Asked Questions
Find answers about account registration, orders, shipping, customs, and item details.
Membership
(2) Fill in the required information with asterisk such as your name, address, telephone number, email address.
(3) Generate your own password, and remember it for yourself.
(4) Read the Terms & Conditions carefully, tick "I agree" after you fully acknowledge, and click "CONTINUE".
(5) Reconfirm your details are correct, and click "REGISTER". * If you prefer making changes, you can go back page.
Eventually, you will receive our email message (Title: Information of member registration)
Log in
Enter the correct email address you registered and send request. Your password will be sent to your email address after a while.
Place order
If you experienced any kinds of errors over again, please feel free to contact us.
Also, there is a case that you mistakenly filled the email address in when registered.
If you are still unable to check the order confirmation, please contact us.
... UNDER 2.0 kg, you can choose any of the shipping options. * Fully or partially insured.
... OVER 2.0 kg, you can choose either EMS or Surface. * Fully or partially insured.
* If you prefer UPS instead of EMS (or vice versa), please contact us after you chose "UPS/EMS" upon check-out.
- Is there any omission of filling in the form?
* Columns with an asterisk (*) are required.
* Special (machine dependent) characters are not recognized by our system.
- Did you choose the corresponding shipping method eligible for the weight of your purchases?
Please refer to the FAQ "I cannot choose the specific shipping mtehod. Why?"
However, please note that we cannot always fufill your request perfectly due to the timing of your reaching out to us.
For the current handling status, you can find it in your "My Page" after log-in.
Tracking
Please check the tracking information as often as you can in order to avoid the failed delivery before you knew it.
Besides, please remember that the delivery times stated above are estimates only.
Customs issues, weather/traffic conditions, postal strikes, and other factors can all contribute to delays.
Please contact your local post office as well if your items are taking longer than imagined to reach you.
If you prefer receiving the item(s), the reshipment postage and any relevant cost (the returned postage from your country to sender, for instance) will be required. We do not take any responsibility to pay for them from the second time on. Alternatively, you can choose the refund (Item cost only). After the refund was issued, the items will be put up for sale again.
Please note that we refund the item cost and put up the items for sale again unless we heard from you within 7 days after we have contacted you, (If the returned postage from your country to sender was incurred, we will refund the amount after substracting from the item cost.)
This cancellation will be taken place without notification, and the canceled order will not be retrieved.
Customs & taxes
* Please note that we by no means receive customs or taxes on behalf.
Item description
Our definition of the item condition in our antique kimono category is always based on the assumption that there are always defects such as stains, dirt, scratches, yellowing, etc. not in pristine condition. Even if it says "excellent condition for its age", it does not mean the immaculate condition, but there may or may not be some minor stains/flaws/sewing faults/color faults etc. Besides, please note that there may possibly be some other imperfection which cannot appear in the photos.
* Still, there are the certain number of wearable antique kimono such as Taisho Roman Style kimono. In that case, we added "wearable" in the description.
Inquiry
Especially, if you would like to know about the item, be sure to specify the 7-digit item number. Without that number, we cannot check the details.
Case 1 - Sort our email messages in spam folder for some reason
Our messages from our domain email address <support@net-shinei.co.jp> were delivered to spam folder no matter how the recipient set. Please check the spam folder once.
* Please be aware that we may respond you from our sub email address <shinei_manage@yahoo.co.jp>.
Case 2 - Insufficient capacity of your mailbox
If you leave emails accumulated for a long period of time without deleting them, they may take up space in your email, making it impossible to receive emails. Please kindly check your email setting once.
