Q&AFAQ

Questions about your order

  • Q.Can I change the items ordered, payment method, delivery address, etc.?

    • A. After receiving your order, we will immediately prepare for shipment, so we cannot accept changes to the delivery address, payment method, change or addition of ordered products, or cancellation of all or part of ordered products. (Refer to Article 6, Paragraph 2 of the Terms of Use)
    ▶ Click here for terms of use

  • Q.I want to cancel...

    • A. ・Before shipping the product After receiving the order, we will immediately start preparations for shipping. is not accepted. (Refer to Article 6, Paragraph 2 of the Terms of Use)
    ▶ Click here for terms of use

    ・If the product has been shipped If the product has been shipped, please return it within 8 days after the product arrives (limited to unused items). In that case, please pay the shipping fee for cancellation due to customer's convenience. However, in the case of cancellation due to our company's circumstances, please send it by cash on delivery.

    ・In the case of cancellation due to damage at the time of delivery, etc. In case of cancellation due to damage at the time of delivery, please send it by cash on delivery.

    ・Refund method After the product is shipped, we accept returns within 8 days after the product arrives. Please contact us in advance, fill in the necessary information on the return form, and send it back to us together with the product. We will refund the product price (excluding the shipping fee, our specified settlement fee, and the transfer fee for the refund). After confirming the return, the refund amount will be transferred to the account in the name of the person who placed the order. In the case of card payment, the withdrawal will be canceled. The following products cannot be exchanged or returned.

    (1) Products that have already been used by the customer (2) Products that have been received for more than 9 days (3) Sanitary products (pierced earrings, etc.), lucky bags, lucky boxes, sale products, outlet products, reserved products, etc. Products with a description of "not eligible for order cancellation/return" on the sales page. Including those with traces)

  • Q.Can I pre-order items that are out of stock?

    • A. Depending on the product, there are some items that we cannot accept, so please contact us once.
    ▶ Click here for inquiries

  • Q.How many days will it take to receive the order?

    • A. Products are usually shipped within 3 business days from the date of order receipt. However, please note that it will take longer than usual to ship during sales periods, year-end and New Year holidays, and summer holidays.

  • Q.Can I specify the delivery date?

    • A. It is possible if the date is within 1 month after about 7 business days after ordering.

  • Q.After confirming the order, the message "Email was not sent" appeared.

    • A. This is an error displayed for customers who have spam mail settings.
    Please make settings so that you can receive emails from "onlineshop@complex-biz.com".

    <How to check if your order has been received>
    ・Customers who have registered as members You can check from " ▶Order History " on "My Page".

    ・Non-member customers
    ▶ Please contact us from the inquiry form.

Questions about payment methods

  • Q.How many payment methods are there?

    • A.There are 5 types of payment methods: credit card / cash on delivery / Rakuten Pay / PayPay / convenience store prepayment.
    *In some cases, all payment methods may not be available.

  • Q.Can you issue a receipt?

    • A. In the case of credit card payment, Rakuten Pay payment, and PayPay payment, we will send you a URL where you can download the receipt by email when we contact you about shipping.

    In the case of cash on delivery, please use the copy of the invoice (slip) provided by Yamato Transport at the time of receipt of the cash on delivery fee as a receipt. If you need to change the address or the proviso, please contact us from the inquiry form and we will prepare it. Please contact us with your name, order number, address, and proviso.
    ▶ Click here for inquiries

Questions about exchange

  • Q.Can I exchange the product after receiving it?

    • A. Please return the product within 8 days after receiving the product (limited to unused products). Please note that we cannot accept any exchanges or returns of products even if troubles or defects occur in the products after 9 days have passed since the arrival of the products.
    ▶Shopping Guide "Returns and Exchanges"

  • Q.The color of the product shown on the website is different from the actual product.

    • A. We try our best to match the product images with the actual product, but due to the characteristics of the website, the colors may differ slightly. If you do not like the product and wish to exchange or return it, please contact us using the inquiry form.
    ▶ Click here for inquiries

  • Q.There is a problem with the product, can I exchange or return it?

    • A. We will repair free of charge for initial defects (defective at our company) within 3 months of purchase.
    Products that cannot be repaired will be replaced with new ones.
    If you purchase from our mail order site, we will be able to check your purchase history, so we do not include a warranty card.

    * Regarding exchanges, there may be cases where the products for exchange are already sold out. In that case, we will respond with a refund.
    ▶ Click here for inquiries

Questions about shipping

  • Q.Can I choose a shipping company?

    • A.It will be delivered only by Yamato Transport.

  • Q.How much is the shipping/cash on delivery fee?

    • A.We charge a flat rate of 660 yen (tax included) per delivery. The cash-on-delivery fee will be 330 yen (including consumption tax) per delivery.

  • Q.Can you change the delivery address?

    • A. After receiving your order, we will immediately prepare for shipment, so we cannot accept changes to the delivery address, payment method, change or addition of ordered products, or cancellation of all or part of ordered products. (Refer to Article 6, Paragraph 2 of the Terms of Use)
    ▶ Click here for terms of use

  • Q.Can you ship overseas?

    • A.Currently , we only deliver within Japan.
    For customers living overseas, it is possible to purchase and ship via the international order cart "Buyee".
    For details, please see the following (transition to an external site).     ▶ https://media.buyee.jp/guide/bcv2/ja/checkout.html?rc=BC_complexbiz_guide

    *Because Buyee is an external site, orders for overseas shipping will not be reflected in member information.
    RTTG points and various coupons cannot be used.

  • Q.I haven't received my item...

    • A.Please let us know the date of your order and the name of the person who placed the order. We will contact you after confirmation.

Questions about products

  • Q.Will you restock items that are sold out?

    • A.There is a possibility of restocking items that are in stock or that can be produced, so please contact us once if there is a product you want.

  • Q.Do you have a physical store?

    • A.It is available at famous department stores nationwide. However, the products handled are different, so please see the "Store List" for details.

  • Q.What kind of company is the parent company?

    • A.We are a manufacturing and sales manufacturer that develops hair accessory shops at famous department stores nationwide.
    ▶Company profile

Other questions

  • Q.Are there any points to be aware of when handling products?

    • A.When the product is delivered, we will include the instruction manual, so please check it.

  • Q.Proof of purchase Warranty is not included.

    • A.If you purchase from our mail order site, we will be able to check your purchase history, so we do not provide a proof of purchase or a warranty card. We will repair free of charge for initial defects (defective at our company) within 3 months of purchase. Products that cannot be repaired will be replaced with new ones or refunded.

  • Q.Please tell me the recommended environment.

    • A.We recommend the following environment for comfortable use.
    *Even in the recommended environment, we do not guarantee all operations.

    [Use on PC]
    When using Microsoft Windows ・Microsoft Edge latest version ・Firefox latest version ・Google Chrome latest version

    When using Mac OS ・Safari latest version ・Firefox latest version ・Google Chrome latest version

    [Use with a smartphone]
    ・iOS (Safari) latest version ・Android (Google Chrome) latest version

  • Q.Can I use the listed products for sales promotion purposes (advertisements/gifts)?

    • A. Please contact us by e-mail with your project details. We will get back to you as soon as possible.

  • Q.Please tell me how to unsubscribe.

    • A.Please unsubscribe from My Page.