FAQ～Frequently Asked Questions～
Thank you for visiting Bloemen.
We have compiled a list of frequently asked questions. We hope you find it helpful if you encounter any difficulties.
Table of Contents
- Shipping-related Questions
- Cancellation and Return Policies
- Contact Us
1. About Shipping
● My tracking number shows no data. Has my order been shipped?
The tracking number for your order will reflect after it clears Japanese customs. There may be a delay of 2-5 days before you can confirm it. In rare cases, the shipping carrier may change the number during customs clearance, in which case we will inform you of the updated number via email. If one week has passed since shipment and you still cannot see the tracking number, please contact us, and we will investigate immediately.
● How long does it take to receive my order after I place it?
We inspect and package the product at our partner site overseas before shipping, so it may take between 7 to 45 days to arrive. Please note that unforeseen delays due to logistics disruptions from the new virus, local holiday seasons, weather or disasters, customs clearance procedures, etc. may occur. Please make sure you check and agree to the estimated delivery time before purchasing.
● Can I receive my order sooner? Can I receive it by the specified date?
We cannot accommodate date and time requests due to overseas shipping. Although it may take some time for customs procedures and transportation from overseas, we aim to ship all orders as soon as possible. If you have any inquiries about shipping, please wait at least two weeks after ordering before contacting us.
● Do you handle orders during extended holidays?
We accept orders 24/7. Our ordering, shipping, and customer support services operate from 9:00 to 18:00 on weekdays (excluding holidays). During extended holidays, we will respond to your requests as soon as possible after the holidays.
● What should I do if I don't receive an email?
Please see here for more information. [Important] For Customers Who Have Not Received Order Confirmation Email
● Can I specify the delivery date, time, or add a note?
We cannot accommodate requests for delivery date, time, or notes (such as specifying delivery to a parcel locker). Due to the nature of direct shipping from an overseas warehouse after inspection, it is not possible to make such specifications. We apologize for the inconvenience, but please contact the shipping carrier directly after your order has been shipped.
● Who is the shipping carrier?
The shipping carrier may vary depending on the circumstances, but we will always provide a tracking number with your shipment.
● Can you wrap the product as a gift?
We are sorry, but we do not offer gift wrapping service. The product will be shipped with basic packaging, and shoes or accessories may not come with a box. The product, box, and manual may also be displayed in a foreign language.
● Can you issue a receipt?
We do not issue receipts, but you can use your credit card statement or bank transfer statement. We promote paperless transactions to reduce environmental impact and do not include an invoice with the shipment. Please refer to your order confirmation email for details of your order.
2. Cancellation and Return Policy
● Can I cancel or modify my order?
We are unable to accept cancellations or modifications as your order will be automatically processed upon completion. Please confirm the product's color and size before placing your order.
● Can I return the product?
You can return the product if it is defective or if you receive a product that is different from what you ordered. Please refer to our return policy for further information.
● When can't I return the product?
Please note that we cannot offer refunds or exchanges in the following situations:
- Returns due to customer convenience (such as color, size, or image differences)
- Products received more than 3 days ago (based on tracking number)
- Used, altered, washed, or cleaned products
- Products with stains, scratches, or odors from customer handling
Please contact us here for any inquiries.
● What are your business hours?
Our business hours are from 9:00 to 18:00 on weekdays. We are closed on weekends, national holidays, Golden Week, Obon, and the year-end and New Year holidays.
Please feel free to contact us if you have any other questions or concerns. We hope you enjoy shopping at Bloemen.