Q&A
Frequently Asked Questions
Ordering Information
I have not received an order completion e-mail. Is my order complete?
If your order is successfully completed, an "Order Completion E-mail (automatic)" will be sent to the e-mail address you used to place your order.
If you do not receive the e-mail, please check your junk mail box. If you are using a carrier e-mail address (e.g. ezweb/softbank/au/docomo), the carrier may block the e-mail and you may not receive the e-mail.
Automatic email address: info@aurora-boutique.shop
If you register an account in advance, you can check the status of your order on "My Page" on the website.
Please note that it may take some time for us to send you an e-mail.
If you have specified an incorrect e-mail address, please let us know by filling out the inquiry form.
If you have registered an account, you can also check your order history on your account page.
Can you issue a receipt?
A button for issuing a receipt is available at the bottom of the shipping confirmation e-mail.
The default proviso is the cost of the costume.
If you need a special notation, please contact us by e-mail after placing your order.
Can I change the size or color after the order is complete?
Due to the specifications of our order system, once an order is confirmed, it cannot be changed. (This can be done if you contact us immediately after placing your order.)
If you wish to exchange your order for a different size or color after it has been completed, you will need to cancel your order and purchase the desired item again.
If you wish to cancel your order, please contact us via the contact form or chat.
Please note that the product may be sold out before you place another order.
*Order cancellations may not be accepted for some ordered items, such as items that cannot be cancelled.
Can I cancel my order?
Please review our Refund Policy.
Can I cancel part of my order?
Due to the specifications of the order system, partial cancellation of an order is not possible.
Do you mean that the item is secured in the cart?
The product is secured at the time the order is completed, and is not secured when the product is placed in the cart. Please understand this in advance.
Can I change my shipping address after my order is complete?
We can change the shipping address before the product is shipped.
Please contact us using the Contact Us form with the following information
Please be sure to enter the relevant order number in the inquiry form.
＜Please note that we will check the status of your order after receiving your inquiry.
Depending on the timing, we may not be able to make the change because the product is in the process of being shipped.
Please check the shipping company and invoice number (tracking number) listed in the order completion e-mail and contact the sales office of the shipping company to request a change in the delivery address.
When will I receive my order?
Normal sales items
We will ship your order within 3~7 business days (excluding Saturdays, Sundays, and holidays) from the day after your order is confirmed.
From shipping to arrival
Standard delivery: 5~7 business days
Express delivery: 1~3 business days
Please note that this does not include the day of order.
Depending on the timing of your payment, we may be able to confirm your order on the next business day. Please be aware that our confirmation may be on the next business day depending on the timing of your payment.
If you purchase pre-order items (pre-order/presale) at the same time, we will send them together with the items that will be shipped later.
If a defective item is found, we will work with the brand to replace the defective item with a good one, which may cause a delay in delivery. Please understand in advance.
Pre-order items
The delivery time of pre-order items (pre-order/presale) varies depending on the item and the timing of your order.
Delivery may be delayed due to production reasons. Please understand this in advance.
Depending on the timing of your order, we may already have the product in stock, so please contact us in advance if you are concerned about the delivery date.
If you purchase multiple pre-order items at the same time, they will be sent together with the items that will be shipped later.
Please note that we do not ship items outside of our business hours.
Please note that we do not ship items outside of business hours.
We will notify you of temporary holidays such as Obon, GW, New Year holidays, etc. on the top page of our website and SNS.
Please note that we do not offer a specific date of arrival for international airmail. We will notify you as soon as the shipping procedure is completed.
We will send you a shipping notification e-mail as soon as the shipping procedure is completed.
We cannot control the arrival date of regular delivery because it follows the delivery schedule of each courier company. If you have a specific date in mind, please be sure to contact us before placing your order and use the express delivery service.
Please note that the arrival date may be delayed due to traffic conditions or disasters. Please note that delivery to remote islands may take a little longer.
Please make sure that the address, building name, and room number are correct. Please note that we will not accept re-delivery or refunds if we are unable to contact you due to an incomplete address after shipment.
I have not received my items.
For "regular items", we ship within 7 business days from the completion of your order or confirmation of payment.
However, in the case of pre-order items, the delivery time will differ depending on the item.
If you order pre-order items and pre-order items at the same time, they will be shipped together with the later items.
If you have placed an order for regular items only, but have not received an email confirming that your order has been shipped within 7 business days after your order has been placed or your payment has been confirmed, please let us know using the Contact Us form.
Can you send it together with another order?
Due to the specifications of our order system, items are shipped by order number.
Items with different order numbers cannot be sent together. Please understand this in advance.
Do you charge for shipping?
Shipping cost is 700 yen for purchases under 10,000 yen in Japan; free shipping for purchases over 10,000 yen; and $20 for purchases over 15,000 yen.
Shipping to all other countries except Japan is $20 for orders under 15,000 yen and free for orders over 15,000 yen.
Shipping to remote islands may be cancelled depending on the number of items ordered. (Applicable to Japan only)
Can I specify the delivery date and time?
Date and time cannot be specified at the time of order. If you wish to specify a specific date and time, please check the invoice number (tracking number) on the completed shipment e-mail and contact the delivery company yourself.
Packages cannot be tracked.
Usually, your package will be traceable + in your hands in 5~7 business days after we notify you of shipment.
Please note that it may take 1-2 days depending on the airmail status.
Frequently Asked Questions
About Payment
What payment methods are available?
We accept payment by credit card, PayPay, Paypal, Apple Pay, Google Pay, Pay later (Payday), and prepayment at convenience stores.
Please refer to the following for details on each payment method.
Credit card payment (Shop Pay)
VISA / Master card / AMEX are accepted.
PayPay
Payments can be made using pre-charged electronic money (PayPay balance).
Apple Pay / Google Pay / Paypal
Payments can be made using credit card information registered with each service.
Pay later (Payday)
You can make purchases with only your email address and cell phone number. Multiple purchases can be paid for at once by the 10th of the following month.
Free enrollment in Payday Plus allows you to use features such as 3 payments later** with no installment fees* and monthly budgeting.
Also, when you register for PAYDEPLUS, the amount you can pay later will be increased from the normal amount.
**No installment fee is charged for direct debits and bank transfers only.
**Three-time deferred payment requires registration at the time of first use. Also, this service is available only when the amount spent per transaction is 3,000 yen or more.
Will I receive a payment confirmation email?
■Credit card payment / PayPay / Amazon PayPayment is completed at the same time as your order.
If you do not receive an order completion e-mail and are unsure if your order has been completed correctly, please contact us using the Contact Us form.
■After the payment is completed, Paidy will send an automatic email to you. The following is Paidy's e-mail address, so we would appreciate it if you could set your e-mail address to allow receiving e-mail messages in advance.
noreply@paidy.com
Can I change my payment method after my order is complete?
Due to the specifications of our order system, we are unable to change the payment method once it has been confirmed.
We apologize for any inconvenience this may cause. If you wish to change to a different payment method after your order has been completed, you will need to cancel your order and purchase the desired items again.
Please note that the product may be sold out before you place another order.
Please note that we may not be able to accept order cancellations for some items, such as items that cannot be cancelled.
When will I receive payment?
■Credit card / PayPay (smartphone payment KOMOJU) / Amazon PayYou will be charged when your order is confirmed.
PayPay can be paid at a convenience store or bank in the following month or later. Please click here for details.
Can I pay for multiple orders at once?
Please note that due to the specifications of our payment system, payment must be made for each order number, regardless of which payment method you choose.
Please note that we will not be able to smoothly process payment confirmations if you make payments in batches.
Can I delete or change the credit card information used to place my order?
Credit card information entered at the time of order cannot be deleted or changed later.
We do not keep your credit card information and cannot confirm the details of your credit card information.
We cannot confirm the details of your credit card information.
Can I change the billing information specified for credit card payment?
Due to the specifications of our order system, we are unable to change the billing address, address, or phone number. We apologize for any inconvenience this may cause.
An error occurred when selecting credit card payment
If an error occurs without completing the payment, the possible causes are as follows
- Card details (card number, security code, etc.) are incorrect.
- Card expiration date has expired
- Payment is denied by the credit card company.
Please contact your credit card company for more information, as we are unable to determine the cause of the error.
What is a "payday"?
With PayDe, you can easily make a payment with only your e-mail address and cell phone number without troublesome pre-registration. Payment can be made at convenience stores or banks in the following month or later.
PayPal is provided by Paidy. For details, please refer to Paidy's help page.
Information regarding deferred payment will be sent from the following e-mail address. Please make sure that your e-mail address is set to receive such e-mails in advance.
noreply@paidy.com
About invoices: Invoices are issued at the end of the month in which the order is placed.
Payment is due by the 10th of the month in which the invoice is issued. Detailed information about the invoice amount and payment method will be sent by e-mail and SMS (short message) by the 3rd of the month following the month in which the order was placed. In case of payment by bank transfer or convenience store: The payment due date is the 10th of the month after the invoice is confirmed on the 1st of the month following the month of your order.
You can check the confirmed invoice amount on the "myPaidy" page of the paidy website. If you pay by account transfer, the amount will be automatically deducted from your account on the 12th of the month following the month in which you place your order. However, this does not apply during the year-end and New Year holidays and major holidays.
If it falls on a bank holiday, the amount will be deducted on the next business day.
Three subsequent paymentsYou can choose to make three subsequent payments for orders of 3,000 yen or more per order by upgrading to Paidy Plus from the Paidy application.
Please refer to the Paidy help page for details.
Please note that this service may not be available depending on the order status. Please understand this in advance.
Payment will be made from the month following the order date.
If you choose to pay in 3 installments, you will be required to go through a separate screening process. If you choose to pay in 3 installments, you may not be able to use the 3 installments payment option depending on the results of the screening. In such cases, the payment will be switched to a lump-sum payment.
I did not receive an email regarding my payment request.
If you have chosen deferred payment as your payment method, an email regarding payment will be sent to your Paidy email address. Please check your spam folder, etc., as you may have received an email from the following email address.
noreply@paidy.com
The subject of the email is "Notice of [Paidy] usage. In addition, the billing is confirmed by Paidy by 1:00 p.m. on the 1st of the following month of the month of your order, and an email notification is sent to you.
ARCANA ARCHIVE cannot resend the email or confirm the billing information, so we ask customers to contact the Paidy office themselves.
Please contact the following address.
Paidy Contact Form: https://support.paidy.com/hc/ja/requests/new?noredirect=true
Paidy Inquiries by phone
0120-971-918
Frequently Asked Questions
Returns and Exchanges
Return or exchange of goods
If you wish to return an item, please use the "Contact Us" form to request a return or exchange.
After your request has been received, we will provide you with information on how to return or exchange the product.
However, we will not be able to accept returns or exchanges if the following refund policy applies. Please note that we cannot accept returns or exchanges under the following refund policy.
Please note that the customer is responsible for shipping costs for returns/exchanges. Please refer to the refund policy below for the conditions under which returns/exchanges are not accepted.
How will I be refunded?
Refund methods vary depending on the payment method specified at the time of order. Please refer to the following.
Credit Card PaymentThe credit card company will process the refund.
Depending on the credit card used, it may take up to two months before the actual refund is made. If you have any questions about the timing of the refund or the amount shown on your statement, please contact your credit card company's support office.
Pay After Payment (Paidy)
<Before payment> The billing for the product price will be canceled.
<After payment> The amount for returned goods will be reflected in your Paidy balance after you receive a return/cancellation notice.
If you continue to use Paidy, the amount will be automatically applied to your Paidy usage from the following month, but Paidy will contact you if you have not used Paidy for three months.
If you would like a refund regardless of the usage period, please contact Paidy Customer Support.
Paidy Customer Support Contact Form
0120-971-918 (toll free, weekdays 10:00-18:00)
Bank transfer/convenience store payment (Currently, bank transfer/convenience store payment is not available)
We will refund your money by bank transfer based on the account information provided by you.
PayPay
Refunds will be made via PayPay. Please check the details on the PayPay administration page.
Is there a shipping carrier specified for returns?
There is no delivery company specified for returns. Please be sure to use a delivery method that can be tracked (i.e., a copy of the delivery slip is kept on file).
Please use Yu-pack, Letterpack, etc. when sending by mail.
What should I do with the box/packaging when returning the product?
The packing box for returns can be any box other than the box in which the item was delivered.
Please be sure to include any incidental items that were attached to the product when you return it.
We are not responsible for any accidents or problems such as damage or loss after the return procedure.
The product I received was damaged or stained.
We pay careful attention to the quality of our products, but if the product is damaged or stained, please contact us using the Return Request Form within [3 days] of receipt of the product.
Even if you think the product is defective, it may not be defective due to the characteristics of the product or the sewing process. Please contact us with a photo of the problematic part of the product and we will make a determination.
If we are unable to replace the product due to the sales situation, we will refund your money.
We will not be able to accept returns or exchanges for defective merchandise if we determine that the merchandise has fraying, scratches, or other defects that do not interfere with its wearability after reviewing the photos of the problematic areas.
I received different items from my order.
If you have received an item that is not what you ordered, please contact us using the Contact Us form within 3 days of receipt of the item.
Our specialists will check the item(s) and arrange for the correct item(s) to be sent as soon as possible.
If we are unable to replace the item due to sales conditions, we will issue a refund.
Can I exchange it?
We are unable to exchange items for other sizes, colors, or other products for the customer's convenience.
If you wish to exchange your order for a different size or color after it has been confirmed, you will need to cancel your order and purchase the desired item again.
In the event of a defective item, we will accept return or exchange of the defective item.
Please contact us using the Return Request Form within 3 days of receipt.
Please attach a photo of the problematic part of the product. If we are unable to exchange the item due to sales conditions, we will issue a refund.
We will not be able to accept returns or exchanges for defective merchandise if we deem the merchandise to be frayed or damaged in any way that does not interfere with its wearability after checking the photos of the affected areas.
Frequently Asked Questions
About our products
The color of the product I received is different from the one on the product page.
Although we have made our best effort to reproduce the colors of the actual product by color correction when creating the product pages, the colors may look different depending on the environment and settings of your monitor.
Also, colors may differ depending on whether the product is viewed indoors under fluorescent light or outdoors under natural light, so we hope you will consider the shooting environment when viewing the product.
Can I check the size of the product?
Detailed sizes are available on each product page. If you do not see your size listed, please feel free to contact us.
We also accept size consultation before purchase, so please feel free to contact us through the inquiry form or chat, etc.
Product sales period and availability
Basically, most of the products we are handling run out of stock and are discontinued within a month or so of being listed on the website.
Since many items are discontinued after one season or one production run, we recommend that you purchase the items you are interested in as soon as possible.
In addition, the inventory numbers listed are synchronized with the latest inventory numbers on the brand side, but the older items are out of sync, so there is a high possibility of being out of stock.
Can I check the materials and details of the products?
Materials are listed in the Material section of each product page.
If the material is not listed, or if you have any questions about the details of the product, please contact us in advance.
Frequently Asked Questions
About Coupons
I don't know how to use the coupon.
Enter the coupon code (discount code) you wish to use in the "Add Coupon Code or Gift Card" field on the payment page.
After entering the code, click "→" for smartphones or "Apply" for PCs to apply the coupon code.
Coupon is not valid.
If a coupon cannot be applied, there may be one or more of the following reasons
- Alphanumeric characters are not correct.
- Unnecessary characters or spaces are included.
- The coupon expiration date has passed.
- If none of the above applies, please let us know the "coupon code" and "name of product you wish to order" using the Inquiry Form.
Can I retrofit the coupon?
Coupons cannot be applied after the order is confirmed.
Can I redeem my coupon?
If you cancel an order with a coupon, you cannot use the same coupon for another order. Please understand this in advance.
Can I use coupons together?
Multiple coupons cannot be used on a single order.
Frequently Asked Questions
Other
Can you gift wrap?
We regret that we are currently unable to accept gift wrapping.
We also do not provide message cards. It is possible to specify the recipient's address as the delivery address.
When are your customer support hours?
Our business hours are weekdays from 10:00 to 19:00. We are unable to respond to inquiries outside of business hours, including weekends and holidays.
Please understand this in advance. In order to keep a record of our interactions with customers, support is provided via e-mail or chat.
Please note that we cannot respond by phone.
Please check the top page of the website and SNS for information on holidays such as Obon, GW, and year-end and New Year holidays.
For inquiries, please contact
Please contact us using the contact form.