Notice:
MARUI web channel International is a separately run website from MARUI web channel, the latter of which is exclusively designed for orders placed within Japan.
Therefore, registration, shipping and all other services on our website are independent from those offered on MARUI web channel.
FAQ
1.Introduction
Q1:What is MARUI web channel International ?
A1:MARUI web channel International provides the latest cool and exciting Japanese fashion to a world-wide audience, and is operated by MARUI CO., Ltd.
A1:MARUI web channel International provides the latest cool and exciting Japanese fashion to a world-wide audience, and is operated by MARUI CO., Ltd.
Q2:What is MARUI Co.,Ltd. ?
A2:MARUI Co,. Ltd. is a major Japanese retail company which operates a chain of department stores in the Tokyo and Osaka areas. As a company leading the young fashion scene, MARUI has over 20 stores in high profile areas such as Shibuya, Shinjuku, Yurakucho (Ginza), Osaka city, Kobe city, and Yokohama. The Marui department stores are recognizable by its "OIOI" logo ("Maru" means circle in Japanese. The "i" at the end comes from "ichi" or number 1). First established over 70 years ago in 1931, MARUI Co., Ltd. has now grown into an expansive company boasting annual sales exceeding 550 billion yen (5 billion U.S. Dollars) in 2006, and currently has over 7500 employees working across the business. MARUI WEBSITE (Only available in Japanese)
A2:MARUI Co,. Ltd. is a major Japanese retail company which operates a chain of department stores in the Tokyo and Osaka areas. As a company leading the young fashion scene, MARUI has over 20 stores in high profile areas such as Shibuya, Shinjuku, Yurakucho (Ginza), Osaka city, Kobe city, and Yokohama. The Marui department stores are recognizable by its "OIOI" logo ("Maru" means circle in Japanese. The "i" at the end comes from "ichi" or number 1). First established over 70 years ago in 1931, MARUI Co., Ltd. has now grown into an expansive company boasting annual sales exceeding 550 billion yen (5 billion U.S. Dollars) in 2006, and currently has over 7500 employees working across the business. MARUI WEBSITE (Only available in Japanese)
Q3:Do you have a catalogue?
A3:We are not currently publishing a catalogue. All products can be viewed and ordered from our website.
A3:We are not currently publishing a catalogue. All products can be viewed and ordered from our website.
Q4:Can I request a brand or item?
A4:We would love hearing your voice anytime. Click here to access our inquiry form. Contact Us
A4:We would love hearing your voice anytime. Click here to access our inquiry form. Contact Us
Q5:What is the recommended minimum system requirements for browsing your Website?
A5:We recommended using Microsoft Windows 2000 or a later version for your OS, and Microsoft Internet Explorer 5.5 or a later version for your browser. Unfortunately, we cannot guarantee the Website will display properly on Macintosh systems.
A5:We recommended using Microsoft Windows 2000 or a later version for your OS, and Microsoft Internet Explorer 5.5 or a later version for your browser. Unfortunately, we cannot guarantee the Website will display properly on Macintosh systems.
Q6:Can I access the Website through means other than a computer?
A6:The Website can only be accessed from computers. It can not be accessed from mobile phones, or devices such as PDAs.
A6:The Website can only be accessed from computers. It can not be accessed from mobile phones, or devices such as PDAs.
2.Registration and Password
Q1:Do I have to register before shopping with MARUI web channel International ?
A1:Customer registration is necessary to shop on our site. It is possible to register with us during your ordering process if you have not registered prior to beginning your order.
A1:Customer registration is necessary to shop on our site. It is possible to register with us during your ordering process if you have not registered prior to beginning your order.
Q2:What are the advantages of becoming a MARUI web channel International member?
A2:As well as receiving emails informing you of new items, sales and an e-magazine with the latest news from Japan, there are also opportunities to receive discount coupons for use on MARUI web channel International. Click on the following link to register with us. Create Account
A2:As well as receiving emails informing you of new items, sales and an e-magazine with the latest news from Japan, there are also opportunities to receive discount coupons for use on MARUI web channel International. Click on the following link to register with us. Create Account
Q3:How do I know if my registration was completed successfully?
A3:Did you receive a "registration completed" email from us? If you didn't receive this email, it is possible you entered an incorrect email address. In this case please register again and ensure you have entered the correct email address. Also, please check your computer settings (such as your SPAM settings).
A3:Did you receive a "registration completed" email from us? If you didn't receive this email, it is possible you entered an incorrect email address. In this case please register again and ensure you have entered the correct email address. Also, please check your computer settings (such as your SPAM settings).
Q4:Can I change my registered information?
A4:You can change your registered information at anytime. After logging on to the Website, click on "customer information" to move to the registered information screen where you can update your information. We recommend you regularly change your password to protect your account from unauthorized access.
A4:You can change your registered information at anytime. After logging on to the Website, click on "customer information" to move to the registered information screen where you can update your information. We recommend you regularly change your password to protect your account from unauthorized access.
Q5:What should I do if I forget my password?
A5:Please contact us via the following website. Contact Us
A5:Please contact us via the following website. Contact Us
3.About the Products
Q1:What kind of products do you sell?
A1:We offer the coolest and most interesting Japanese products that MARUI has confidently selected from the current popular fashion of Japan.
A1:We offer the coolest and most interesting Japanese products that MARUI has confidently selected from the current popular fashion of Japan.
Q2:How do you set the prices of the items?
A2: As our general principal, we list the original prices just as they are shown in Japan.
A2: As our general principal, we list the original prices just as they are shown in Japan.
Q3:Can I order items that are not listed on the website?
A3:As a rule, we only offer items for sale that are listed on our site. However you can request for items to be listed through our inquiry form below. Contact Us
A3:As a rule, we only offer items for sale that are listed on our site. However you can request for items to be listed through our inquiry form below. Contact Us
Q5:In which currency are the prices indicated ?
A5:The prices are displayed in Japanese Yen, and also approximations that are set by the current exchange rate for U.S. Dollars, Euro, U.K. Pound, and Chinese Yuan.
A5:The prices are displayed in Japanese Yen, and also approximations that are set by the current exchange rate for U.S. Dollars, Euro, U.K. Pound, and Chinese Yuan.
Q6:How do you set the exchange rate ?
A6:The exchange rate is updated everyday at 10:00AM Japan time except on Wednesdays and Sundays.
A6:The exchange rate is updated everyday at 10:00AM Japan time except on Wednesdays and Sundays.
Q7:Why do all the prices listed on the site, except yen, change daily?
A7:All our prices are based on the Japanese Yen, so when the foreign exchange rate of the US dollar, Euro, British pound and Chinese Yuan changes, our site reflects the change in equivilant value in relation to the Yen.
A7:All our prices are based on the Japanese Yen, so when the foreign exchange rate of the US dollar, Euro, British pound and Chinese Yuan changes, our site reflects the change in equivilant value in relation to the Yen.
Q8:How much does customs cost?
A8:This depends on the country or region. Please consult you customs agency for information on your area.
A8:This depends on the country or region. Please consult you customs agency for information on your area.
Q9:Can you write a lower price or not put the price on the invoice so I don't have to pay customs?
A9:In accordance with International Postal regulations, we are required to mark the actual price of commercial products on the invoice.
A9:In accordance with International Postal regulations, we are required to mark the actual price of commercial products on the invoice.
Q10:I don't really understand the clothes sizes that are indicated on the Website. Can you help?
A10:Please see the website below for international size reference charts. Unit Conversion Chart
A10:Please see the website below for international size reference charts. Unit Conversion Chart
Q11: Can I order a size other than what is listed?
A11: We are unable to accept requests for tailored sizes.
Q12: I would like to order an item(s) as a present. Can you wrap it for me?
A12: Unfortunately we do not offer a wrapping service.
Q13: I would like to order more than one of the same item. Can you package and send them separately?
A13: Unfortunately we cannot separate parts of an order as all items in an order are packaged and sent together. If you would like items to be packaged and sent separately, please complete a separate order for each individual item. However, please be aware that delivery charges will be incurred for each order.
Q14: Why is the sale of silver items restricted to some countries and regions?
A14: In accordance with International Postal regulations, silver products are regarded as "Valuables" along with gold, platinum and jewels thus we are required to send such products as "Insured Parcels". We are unable to dispatch such products to some countries and areas that do not handle "Insured Pacrcels".
4.Ordering
Q1:Where can you deliver to?
A1:Worldwide service to most countries and regions (Over 130 countries)! Our shipping charges are a flat rate based on country or region.
A1:Worldwide service to most countries and regions (Over 130 countries)! Our shipping charges are a flat rate based on country or region.
Q2: Is there any time when I cannot place an order?
A2:You can place an order at any time, 24 hours a day. However, we may occasionally have to temporarily suspend the Website to conduct server maintenance. We will notify you in advance via the Website when service maintenance is going to take place.
A2:You can place an order at any time, 24 hours a day. However, we may occasionally have to temporarily suspend the Website to conduct server maintenance. We will notify you in advance via the Website when service maintenance is going to take place.
Q3:Can I reserve an item?
A3:Unfortunately we cannot accept reservations for items. Please check the Website for inventory and item information.
A3:Unfortunately we cannot accept reservations for items. Please check the Website for inventory and item information.
Q4:Can I change or cancel my order?
A4:You can return or exchange items if you contact us within 8 days after your order arrives at your residence. Please refer here for more details on Returning an Item. Returns Policy
A4:You can return or exchange items if you contact us within 8 days after your order arrives at your residence. Please refer here for more details on Returning an Item. Returns Policy
Q5:Can I change the shipping address after I have completed my order?
A5:Once an order is completed the shipping address cannot be altered.
A5:Once an order is completed the shipping address cannot be altered.
Q6: I want to add an item to an order I've already placed. Can I do this by E-mail?
A6:We cannot accept order placements by E-mail. You will have to place a new order through the site.
A6:We cannot accept order placements by E-mail. You will have to place a new order through the site.
Q7: I've already received the confirmation mail after placing my order, but I'd like to cancel.
A7:First you should contact us using the inquiry form here. Even after the order has been placed, you can cancel the order by not accepting the package upon delivery at no charge. However, if you choose to cancel the order after receiving it, this is considered a return, and it is the customer's responsibility to pay postage for return shipping. Contact Us
A7:First you should contact us using the inquiry form here. Even after the order has been placed, you can cancel the order by not accepting the package upon delivery at no charge. However, if you choose to cancel the order after receiving it, this is considered a return, and it is the customer's responsibility to pay postage for return shipping. Contact Us
5.Payment
Q3:Can I pay by bank deposit transfer?
A3:Sorry, online sales are limited to payment by either credit card, Paypal or Alipay.
A3:Sorry, online sales are limited to payment by either credit card, Paypal or Alipay.
Q4:How much can I spend on one order?
A4:As our general rule, our upper limit is Japanese yen 200,000 per order, including delivery charges. We may contact you for confirmation if you make an order exceeding 200,000yen in total value. If you are using a credit card, please check with your credit card company to confirm your maximum available credit.
A4:As our general rule, our upper limit is Japanese yen 200,000 per order, including delivery charges. We may contact you for confirmation if you make an order exceeding 200,000yen in total value. If you are using a credit card, please check with your credit card company to confirm your maximum available credit.
Q5:How do I use my coupon?
A5: Enter the coupon code in the designated field when placeing and order. If the coupon code is correct, the appropriate amount will be deducted from your total.
A5: Enter the coupon code in the designated field when placeing and order. If the coupon code is correct, the appropriate amount will be deducted from your total.
Q7:I'd like to reserve an item. Can I make a down payment and then pay the total later by credit card?
A7:Sorry, we do not offer reservations on items and cannot accept down payments.
A7:Sorry, we do not offer reservations on items and cannot accept down payments.
6.Credit Card payments
Q1:Can I place an order with a credit card belonging to somebody else?
A1:Orders cannot be placed using credit cards that are not registered in your name. Please ensure you only use a credit card that is registered to you, and which matches the personal details that are registered with our Website.
A1:Orders cannot be placed using credit cards that are not registered in your name. Please ensure you only use a credit card that is registered to you, and which matches the personal details that are registered with our Website.
Q2:In what currency will my credit card be charged?
A2:Our bill to your credit card company will be denominated in yen, regardless of the currency shown for reference purposes on our Website or in any correspondence with you. If your credit card company charges you in another currency (other than Japanese yen), the exchange rates will be based on the billing date set by your particular credit card company. Please refer to the contract with your credit card company for further details.
A2:Our bill to your credit card company will be denominated in yen, regardless of the currency shown for reference purposes on our Website or in any correspondence with you. If your credit card company charges you in another currency (other than Japanese yen), the exchange rates will be based on the billing date set by your particular credit card company. Please refer to the contract with your credit card company for further details.
Q3:When will my credit card be charged?
A3:We will charge your credit card company only after the item(s) has been sent.
A3:We will charge your credit card company only after the item(s) has been sent.
Q4: I am worried about using my credit card online. Is it safe?
A4:At MARUI web channel International, we have all the necessary security measures in place to ensure your credit card number and other personal information are protected against leakage or theft. The payment procedures with each credit card company is conducted via the credit payment service company, ZEUS Corporation, thus all information is SSL encrypted (Secure Sockets Layer) and any data sent and received cannot be accessed by a third party.
Please refer to the ZEUS Corporation homepage for further details. www.cardservice.co.jp(Only available in Japanese)
A4:At MARUI web channel International, we have all the necessary security measures in place to ensure your credit card number and other personal information are protected against leakage or theft. The payment procedures with each credit card company is conducted via the credit payment service company, ZEUS Corporation, thus all information is SSL encrypted (Secure Sockets Layer) and any data sent and received cannot be accessed by a third party.
Please refer to the ZEUS Corporation homepage for further details. www.cardservice.co.jp(Only available in Japanese)
Q5:I can't use my credit card to place an order on your site. Could you call my credit card company?
A5:If you are experiencing problems, please contact your crecit card company yourself, as we cannot contact the credit card companies of our customers or access such private information on your behalf.
A5:If you are experiencing problems, please contact your crecit card company yourself, as we cannot contact the credit card companies of our customers or access such private information on your behalf.
7.Using PayPal
Q1:What is PayPal?
A1:PayPal is an Internet payment service. Please refer to their website for more details www.paypal.com
A1:PayPal is an Internet payment service. Please refer to their website for more details www.paypal.com
Q2:In what currency will I be charged if I pay with PayPal?
A2:Your PayPal account will be charged in whatever currency is displayed on the Website. If that currency is different from the currency you have set up with your credit card or bank account through PayPal, then PayPal will automatically convert the currency into the same currency of your bank account or credit card.
A2:Your PayPal account will be charged in whatever currency is displayed on the Website. If that currency is different from the currency you have set up with your credit card or bank account through PayPal, then PayPal will automatically convert the currency into the same currency of your bank account or credit card.
Q3: I got a "Payment Failed" E-mail from PayPal. Why?
A3:Please check the balance of your bank account or credit card registered with PayPal. If you still have questions, please contact the customer service center at PayPal
A3:Please check the balance of your bank account or credit card registered with PayPal. If you still have questions, please contact the customer service center at PayPal
8.Item Delivery
Q1:What delivery methods are available?
A1:All items will be delivered by International Express Mail Service(EMS). (All items made of silver are covered by insurance when sent via international post.)
A1:All items will be delivered by International Express Mail Service(EMS). (All items made of silver are covered by insurance when sent via international post.)
Q2:Do you offer any other shipping methods besides EMS (International Express Mail Service)?
A2:In order to ensure the safe and speedy delivery of your order, we limit our shipping method to International Express Mail Service.
A2:In order to ensure the safe and speedy delivery of your order, we limit our shipping method to International Express Mail Service.
Q3:How are the delivery charges determined?
A3:Please refer to the following website for details on delivery charges. Shipping Charges
A3:Please refer to the following website for details on delivery charges. Shipping Charges
Q4:How long will it take for my item(s) to arrive after I have completed my order?
A4:In principle, item(s) will be sent as soon as possible (usually within 7 business days from the day the order is received). However, due to stock conditions or the circumstances of our suppliers, some item(s) may take longer to dispatch. We will send a 'Shipping confirmation' email to you once your item(s) has been dispatched. Delivery by EMS normally takes between 5-7 days.
A4:In principle, item(s) will be sent as soon as possible (usually within 7 business days from the day the order is received). However, due to stock conditions or the circumstances of our suppliers, some item(s) may take longer to dispatch. We will send a 'Shipping confirmation' email to you once your item(s) has been dispatched. Delivery by EMS normally takes between 5-7 days.
Q5:Can I request for my item(s) to be delivered at a specific time?
A5:Unfortunately you are unable to indicate what time you would like your item(s) delivered.
A5:Unfortunately you are unable to indicate what time you would like your item(s) delivered.
Q6:Can I have an item(s) sent to a delivery address other than my registered address?
A6:You can indicate a different address by clicking "Change Shipping Address" during checkout. We may contact you to request confirmation if the delivery address for your item(s) is different from your registered address.
A6:You can indicate a different address by clicking "Change Shipping Address" during checkout. We may contact you to request confirmation if the delivery address for your item(s) is different from your registered address.
Q7:Can different items within a single order be sent to different addresses?
A7:Multiple items in a single order can only be sent to one designated address. If you wish items to be sent to multiple addresses, please make a separate order for each item. However, please remember separate delivery charges will be incurred on each order.
A7:Multiple items in a single order can only be sent to one designated address. If you wish items to be sent to multiple addresses, please make a separate order for each item. However, please remember separate delivery charges will be incurred on each order.
Q8:My item(s) hasn't arrived!!
A8:We apologize for the delay. Please contact us through the following website. Contact Us
A8:We apologize for the delay. Please contact us through the following website. Contact Us
The delivery status for items sent by EMS can be tracked using the trucking number included in your "Shipping confirmation" email. Please check your "Shipping confirmation" email for your trucking number and instructions on how to track your item's delivery status.
Q9:The delivered item(s) is different to the one I ordered.
A9:We are sorry for the error. Please contact us via the following website. Contact Us
A9:We are sorry for the error. Please contact us via the following website. Contact Us
Q10:The delivered item(s) is damaged.
A10:We are sorry for the inconvenience. Please contact us via the following website. Contact Us
A10:We are sorry for the inconvenience. Please contact us via the following website. Contact Us
9.Refunds
Q1:Can I return an item(s)?
A1:As our general rule, we accept returned items within 8 days of the item(s) arriving at your delivery address. However, we cannot accept returns in some situations. Please contact us via the following website if you would like to return an item(s). Contact Us
Please refer to the following website for more details about returning an item(s). Returns Policy
A1:As our general rule, we accept returned items within 8 days of the item(s) arriving at your delivery address. However, we cannot accept returns in some situations. Please contact us via the following website if you would like to return an item(s). Contact Us
Please refer to the following website for more details about returning an item(s). Returns Policy
Q2:Are there any items that cannot be returned?
A2:We cannot accept returns in the following circumstances:
A2:We cannot accept returns in the following circumstances:
- The item(s) has been used, even if only once
- The item(s)'s box or packaging is missing
- The item(s) has been altered or cleaned by the customer
- The item(s) has been damaged or soiled by the customer
- The tags have been removed from the item(s)
- An item(s) we determine cannot be reused as its shape was altered when it was tried-on or during trial-use, or because item(s) have absorbed the smell of something (such as perfume)
- A custom-made item(s)
- Only one item(s) among multiple item(s) sold as a set
Q3:What is your policy on returning items?
A3:Methods for returns vary upon the method of payment when ordering. Please refer here for details. Returns Policy
A3:Methods for returns vary upon the method of payment when ordering. Please refer here for details. Returns Policy
Q4:I ordered a T-shirt and a sweater. Can I return just the sweater?
A4:We accept returns of one or more items from an order consisting of multiple purchases, as long as it is within 8 days of the items arriving at your delivery address. Please contact us via the following website. Contact Us Please refer to the following website for more details on returning an item(s) Returns Policy Also, please note that the refund method will depend on the payment method at the time of purchase.
A4:We accept returns of one or more items from an order consisting of multiple purchases, as long as it is within 8 days of the items arriving at your delivery address. Please contact us via the following website. Contact Us Please refer to the following website for more details on returning an item(s) Returns Policy Also, please note that the refund method will depend on the payment method at the time of purchase.
Q5:I ordered a T-shirt. Can I exchange it for a sweater?
A5:If you wish to exchange an item(s) for a different item, please order the desired item(s) after returning the unwanted product.
A5:If you wish to exchange an item(s) for a different item, please order the desired item(s) after returning the unwanted product.
Q6:What happens if I return a product(s) without giving you prior notification?
A6:Please make sure to contact us before you return an item(s). We regret that we cannot accept returns, refund the purchase price, or send a replacement item(s) without prior notification.
A6:Please make sure to contact us before you return an item(s). We regret that we cannot accept returns, refund the purchase price, or send a replacement item(s) without prior notification.
Q7:I would like my canceled order to be refunded to my credit card. How long will this take?
A7:Refunds made to credit cards are generally received in the month following payment. However, depending on the billing period, this process can take as long as 2 months.
A7:Refunds made to credit cards are generally received in the month following payment. However, depending on the billing period, this process can take as long as 2 months.