Faq

To purchase products at YZ STORE, you must agree to the Terms of Use, and we encourage everyone to register an account. If you wish to view your order history after purchase, please ensure you register an account beforehand and then proceed with the purchase.

We recommend using an email address other than carrier emails (docomo, au, softbank, etc.) and iCloud emails for account registration.
If the registered email address is a carrier email or iCloud email, errors such as login errors or inability to receive emails may occur due to the settings of the customer's device, so please be cautious.

Additionally, please make sure to change settings so that you can receive emails from the following addresses:
・info@yz-store.com
・yz-store@yutori.tokyo

The integration of order information, purchase history, points, rank, etc., from a guest account or other accounts is not possible under any circumstances. Please be sure to verify that you are logged into your desired account or that there are no input errors in the registered account details before making a purchase.

Registration is possible, but to purchase products, the consent of a guardian is required.
Before purchasing, please ensure you have obtained confirmation from your guardian.
Please note that any orders placed by minors are assumed to have guardian consent, so please be aware in advance.

Membership cancellation can be requested through the inquiry chat.
For inquiries, please click here
Please note that once you cancel your membership, you cannot reissue the account, so please be aware in advance.

If you have a YZ STORE account, you can make purchases from the same account. Please ensure to verify the following before making a purchase.

① Log in to your account from "MYPAGE" and proceed with the order from "CART"
② When entering order information, please enter the same email address registered to the account
(Please also ensure there are no errors in all other account information)

Please note that the integration of order information, purchase history, points, rank, etc., from a guest account or other accounts is not possible under any circumstances. Please be aware in advance.

You can use your YZ STORE account on the YZ app as well. When making a purchase, please ensure you are logged into the account from the app's MYPAGE.

Additionally, please confirm that the registration information of the account is correctly reflected on the purchase screen and make your purchase.
(If it is not reflected, it may be because you are not logged into the account. Please confirm the MYPAGE within the app before making a purchase.)

Please note that the integration of order information, purchase history, points, rank, etc., from a guest account or other accounts is not possible under any circumstances. Please be aware in advance.

Yes, there is.
Customers purchasing through the YZ app can make purchases starting "5 minutes before" the sales hour.
*Some products are exceptions
Please note that if a product is out of stock before the sales start time on the YZ app, it may not be possible to purchase from the online site or other brand apps, so we recommend purchasing popular products from the YZ app.
However, some products may be "excluded from the 5-minute pre-sale on the app."
In such cases, the indication of "available for purchase from 5 minutes before" will be removed from the product page, so please confirm in advance and make your own judgment.

We apologize for the inconvenience, but if the product stock is limited, it may sell out during the order process, and the payment will be automatically canceled.
Additionally, if the product sells out while redirecting to the YZ site from the payment completion screen, the payment will also be automatically canceled after completion.

In either of these cases, the order confirmation email will not be sent, and the order itself will not be completed.
(Reference: Terms of Use Article 10 (Purchase of Products))

We apologize for the trouble, but please check the stock status on the relevant product page again. If the stock is sold out, it means that the order could not be accepted due to sellout.

If you have any questions even after confirming the above, please contact customer support.

When creating an account, a "Account Confirmation Email", after purchasing a product, a "Order Confirmation Email", and after product shipment, a "Shipment Completion Email" will be sent. Please ensure you can receive emails sent from "info@yz-store.com" and "yz-store@yutori.tokyo" in advance.

The order is completed upon receiving the "Order Confirmation Email". Regardless of whether you purchased, if the purchase email has not arrived, please contact customer support without judging by yourself.
*In cases where "the order confirmation email has not arrived despite the receipt settings being correctly configured" and "the payment was immediately canceled", it means the product is sold out, and the purchase could not be made.

The shipment completion email will include delivery tracking information, so after shipment, please confirm the delivery status by yourself and respond accordingly.

When creating an account, a "Account Confirmation Email", after purchasing a product, a "Order Confirmation Email", and after product shipment, a "Shipment Completion Email" will be sent.

Please ensure you can receive emails sent from "info@yz-store.com" and "yz-store@yutori.tokyo" in advance.

Additionally, depending on your device, emails may be filtered into the spam folder, so please check all folders.
(It may take some time for the automatic sending email to arrive)

Moreover, if you use carrier emails or iCloud emails, there is a possibility that emails are automatically rejected due to spam filter functions or device settings.
If you have any questions when emails have not arrived, please contact us via the inquiry chat without making a judgment by yourself.

Your registered address recommends a PC address, but if you use a carrier email, please refer to the link for each carrier's reception settings below.
Please make sure to set up your email to receive messages from "info@yz-store.com" and "yz-store@yutori.tokyo".
docomo specified reception/rejection settings (external site)
au reception list settings (external site)
SoftBank reception rejection/permission settings (external site)

Enter the correct coupon code in the "Coupon Code" field on the order screen, and press the "Apply" or "→" button next to it.
After that, please make sure to confirm that the discount amount has been reflected and confirm your order.
Please note that cancellations after ordering due to forgetting to use the coupon, forgetting to press the button, or forgetting to confirm the discount cannot be made, so please understand in advance.

Q: Is there an expiration date for the e-gift URL?
A: Yes. The e-gift URL expires at 23:59 on the 5th day after purchase. After the expiration date, no input will be possible.

Q: What happens if the e-gift URL expires?
A: It will be delivered to the purchaser's address. You can receive it directly or use it yourself.

Q: Can I specify the delivery date and time for e-gifts?
A: You cannot specify the delivery date and time.

Q: Can I send multiple items to one person at the same time when giving a gift with an e-gift?
A: Yes, it is possible.

Q: Can I purchase for myself and e-gift at the same time?
A: You cannot purchase them together. When giving as an e-gift, one e-gift URL will be sent to one person.

Q: I lost the URL to receive the e-gift. What should I do to confirm it again?
A: An email with the title "Thank you for your order of YZ e-gift" is sent at the time of order. Please check that email for the e-gift URL.

If the product is not shipped even after the scheduled shipping date has passed, we kindly ask you to promptly contact us via the inquiry chat, despite the inconvenience. Additionally, we will not unilaterally cancel the product without notifying you. Please be careful about delaying payments based on your own judgment. After the product is shipped, please use the tracking number of the delivery company listed in the shipping notification email to check the delivery status yourself. Furthermore, there are many cases of incomplete delivery addresses. When ordering, please ensure to accurately fill in the address, including the mansion name and room number if applicable. From the perspective of preventing fraudulent orders, we cannot change the delivery address after the order is confirmed, so please understand this in advance.

While specifying the delivery time is possible, specifying the date is not allowed. Additionally, changes or additions to the delivery time after order confirmation cannot be accommodated. Please be aware that delivery times may vary depending on the status of the delivery company and weather conditions.

Conditions for delivery as described below cannot be handled by YZ STORE. After shipping is completed, please contact the delivery company yourself. • Convenience store pickup specification • Home delivery box specification • Designated delivery placement

The delivery company cannot be specified by the customer. Normally, delivery is handled by Yamato Transport, but please be aware that sudden changes may occur.

Due to incomplete customer information at the time of order, reshipping of products returned to the shipping warehouse is generally not accepted. For details, please check "About Shipping" and "About Returns & Refunds".

It is possible. Please enter your address in "English". Also, delivery to P.O. boxes is not possible. Please enter your address in English. Kindly note that we are unable to deliver to P.O. boxes.

For regular products, shipping is done within 3-5 business days in principle. For pre-order products, the scheduled shipping date varies for each product. Please check "Product Page" and "About Shipping" for details. Please be aware that delivery during long holidays such as Golden Week, summer vacation, and the year-end and New Year holidays may take longer than usual. For details, please check the store's "Notice" as updated from time to time, and be sure to make your purchase with consent.

From the perspective of preventing fraudulent orders, we generally cannot accept changes to the address. Please check "About Shipping" and "About Returns & Refunds" for details. Also, if the product cannot be shipped due to incomplete address information, we may respond with a cancellation from the store. Please carefully check for any incompleteness in the entered contents before purchasing the product.

If the delivered product is defective, returns are possible only if the conditions for return are met. As there is a limit on the return period, please be sure to check the product promptly after arrival. For details, please check "About Returns & Refunds".

It is possible. Regardless of the wrapping size, the fee is uniformly 500 yen. Please read the following notes carefully and request the service if desired. Notes: • Customers wishing for wrapping, please select "Wish for gift wrapping" on the cart screen. • Wrapping will be in a non-grounded design. • If wrapping is specified, the price tag will be hidden with tape. (The tag will be sent as is) • Although we will send it in a wrapped state, please check the contents before handing it over. • All products ordered at one time will be wrapped together. Separate wrapping or delivery to multiple destinations is not accepted. • If you purchase more than two gift wrappings, they will be enclosed together with the product, so separate wrapping will need to be handled by yourself. • The size of the wrapping material cannot be selected. We will select an appropriate size according to the size of the product. Moreover, if there are many points of ordered products and they do not fit in one wrapping, we may divide them into multiple wrappings. • Gift wrapping cannot be added to orders without the service added or orders before the start of the service. • In cases where multiple purchases are made due to operational mistakes, refunds will not be provided. • This service is only for delivery within Japan. • This service may end without notice.

The following payment methods are available.

[Credit Card]
It varies depending on the closing date and contract details of the credit card. Please contact your credit card company.

[Postpay (Paidy)]
As a rule, payment is due by the 10th of the month following your order, and in the case of bank transfer, it will be debited on the 12th of the following month. However, in January and May, it may be the 20th. For details, please contact the postpay (Paidy) inquiry window. For payment deadlines, click here
For inquiries, click here

[Smartphone Payment (KOMOJU)]
Payment procedures are through the settlement service "KOMOJU". Available smartphone payments are as follows.
・PayPay
・Merpay

System-wise, changes to payment information after ordering cannot be accepted.

Regarding the current resale information we can provide, all announcements will be made on the official Instagram of each brand. We would appreciate it if you could check it.

Inquiries are accepted only from the inquiry chat, from the perspective of strengthening security. For inquiries, click here

If you have any questions, we would appreciate it if you could contact us from the bottom right of the YZ store.
Also, regarding replies, they are only accepted from the inquiry chat, so please understand in advance.