FAQ

Guest purchases are also possible without registering as a member.

Once your order is complete, we will send you an "Order Confirmation" email.
If you do not receive an email, your order may not have been completed. Please make sure that you have set up your email settings to receive emails from support@apartment-three.com.
<Possible reasons why emails are not delivered>
1. The customer has set up domain-specific reception (domain rejection or designation, spam mail settings, etc.)
2. If the email address you entered is incorrect
3. If there is an error in the email address used to register as a member
4. You changed your email address after your order was confirmed
5. The email service provider you use may have spam filters set up. Also, when entering your email address, please be aware that Apple's free email service,
We recommend that you register an email address other than icloud.com (@me.com, @mac.com).
(※We have received inquiries regarding emails not being delivered to email addresses in icloud.com related domains.)
Please be aware that there have been reports of emails not being delivered to other addresses due to server security issues at some email address companies.

You can place an order by using the forwarding service.

We do not accept orders over the phone.

Possible reasons why the product page you were viewing may have disappeared are that the product is out of stock or sales have been discontinued.

According to our terms of use, we cannot accept returns or exchanges for reasons of customer convenience.
However, we will only accept returns or exchanges if the delivered product is defective or if the product you received is different from the product you purchased.
In that case, please contact us using the method specified by our company, and if we confirm that the product is clearly defective, we will replace it with a good product.
However, this does not apply if the item is out of stock.
In addition, we will cover all shipping costs in the case of returns or exchanges as described above.
[Non-eligible products]
・When it is due to the customer's personal preference (differences in color, image, or size based on the customer's own perception)
・Products that have been used even once or that have been washed ・Products with missing receipts or tags ・Products that have become dirty or damaged while in the customer's possession ・Products that are significantly different in condition from when they were delivered (including the box and accessories)
・Products that have been delivered more than one week ago or more than one month ago from the shipping date ・Products purchased on sites other than Apartment Three ・Sale products [About repairs]
Regarding repairs for products that come with a warranty, please be sure to keep the warranty in a safe place.
The delivery note serves as proof of purchase store and date.
Please note that depending on the content, we may not be able to repair the product after you have sent it to us.

We are very sorry, but we cannot accept cancellations, returns, or exchanges of orders due to customer convenience. Please give careful consideration before placing your order.
If your cancellation is deemed to be malicious, such as a refusal to accept the item, we may refrain from sending the item again and may charge you separately for the round-trip shipping costs (shipping costs for delivery and return) plus fees for product arrangement, etc.

The product and wearing images are taken in natural light. Therefore, there may be slight color differences. Due to the settings and characteristics of your monitor, there may be slight differences in color and shape compared to the actual product.
Since this is a mail order business where you cannot try on items, we cannot accept returns or exchanges due to sizes being too large or too small.
Also, some products may have a strong smell of dye or leather, but this is not a defective product and we cannot accept returns or exchanges.
Please note that used processing, product specifications, manufacturing defects such as fraying, color unevenness, print spots, and scratches are not eligible for return or exchange.

The product and wearing images are taken in natural light. Therefore, there may be slight color differences. Due to the settings and characteristics of your monitor, there may be slight differences in color and shape compared to the actual product.
Since this is a mail order business where you cannot try on items, we cannot accept returns or exchanges due to sizes being too large or too small.
Also, some products may have a strong smell of dye or leather, but this is not a defective product and we cannot accept returns or exchanges.
Please note that used processing, product specifications, manufacturing defects such as fraying, color unevenness, print spots, and scratches are not eligible for return or exchange.

We cannot respond to inquiries about products purchased outside of this Apartment Three website.
We apologize for the inconvenience, but please contact your place of purchase.

Products may be removed from the listing without notice.
Sale items are subject to price changes without notice.
We cannot respond to inquiries regarding price changes.
Sale items cannot be cancelled, returned or changed due to customer convenience.

Prices of products may change without notice, but we cannot offer discounts on products after purchase.
Please note that the price tag on the product may differ from the actual purchase price.

Under the provisions of the Specified Commercial Transactions Act, sales on this site are not subject to the cooling-off period.
The cooling-off period is a system that protects customers from coercive sales tactics, such as hard sell in door-to-door sales.
The system does not apply to mail order sales which customers can fully consider of their own volition.

Our customer service team will be happy to answer your questions.

For customers who purchased using Shopify Payments (other credit card payments), smartphone payments (PayPay, LINE Pay, Merpay), or deferred payment (Paydy), we will process a refund to the card number and payment account used to make the purchase.
Once the payment has been confirmed, the charge will be sent to the credit card company and the amount will be withdrawn from your account. The cancellation amount will then be refunded to your card account according to the schedule of each credit card company.
There will be no refund fees of any kind.

support@apartment-three.com
Please contact us with the product and the situation clearly stated.

Shipping is free nationwide (tax included) including Okinawa and remote islands. However, if the total amount of your purchase is 50,000 yen or more (tax included), shipping is free.
*Shipping charges will be incurred for each delivery. (We do not accept combined shipping of products ordered separately.)

Orders will be shipped within 2-3 days of the order date. (Orders placed on Saturdays, Sundays, and public holidays will be shipped the following week. Excluding the New Year holidays, etc.)
However, shipping may be delayed during peak periods, special promotions, or when orders are concentrated, or depending on the delivery company's situation.
Depending on the product, you may be able to specify a delivery date within the displayed period when placing your order.
(However, we may not be able to accommodate requests due to shipping status or pre-order items, etc.)
*We do not ship on Saturdays, Sundays, holidays, the New Year holidays, etc. Orders placed on Saturdays, Sundays, or the day before holidays will be shipped on Monday or the next business day.

-Shipping may be delayed due to a concentration of orders, delivery conditions of the delivery company, accidents, etc.
・There may be an error in the address you entered when placing your order (the postal code and address do not match, the house number is missing, etc.), and your order may be put on hold until your address can be confirmed.
・Shipping may be put on hold until we can confirm your inquiry.
・If the product has not arrived within 3 days of the expected arrival date, please check whether there is a missed delivery notice and whether the address and name you registered are correct, and then contact a Sagawa Express office or the customer center listed below by email.
*Please note that we may not be able to deliver your order if the name you registered and the nameplate are different.
*Please note that if the name you registered and the name on the nameplate are different, a missed delivery notice may not be left.
[Contact information regarding shipping]
Email: support@apartment-three.com
(Responses will be sent on the next business day.)
*Please note that it may take some time to respond.

Currently, we are unable to combine products after an order has been placed (combining two or more order numbers into one order number). If you would like to have your products shipped together in one shipment, please place a combined order at the time of purchase.

If you are not at home when the package is delivered, the courier will leave a missed delivery notice. Please contact the contact information on the missed delivery notice and we will resend the package.
*Please note that if the name you registered and the name on the nameplate are different, a missed delivery notice may not be left.
Sagawa Express will hold your package for one week. If you have not received your package within one week, your order will be cancelled.
In addition, if there are many cases where you are unable to receive the package due to long-term absence or refusal to accept it, we will refrain from sending it from the next time.

Please note that we cannot refuse to receive your ordered items.
Please note that if we do not receive any contact from you within one week after shipment and you are unable to receive the product, we may return the product and cancel your order.
Please note that if your refusal to accept is deemed to be malicious, we may refrain from sending you future shipments and may charge you separately for the round-trip shipping costs (shipping costs for delivery and shipping costs for return) plus fees for product arrangement, etc.
If there are a large number of cases where you are unable to receive your items, we apologize, but we will refrain from sending out orders from the next time.

You can specify items other than reserved items.
You can set this 7 days or more after placing your order.

The Sagawa Express waybill number will be included in the shipping completion email, so please check there.
Sagawa Express parcel inquiry service

The Sagawa Express waybill number will be included in the shipping completion email, so please check there.
Sagawa Express parcel inquiry service

Credit card companies
You can choose from: / Pay Later (Paydy) / PayPay / LINE Pay / Merpay / Rakuten Pay / GooglePay / ApplePay.

We do not issue receipts.
Your credit card statement will be your official receipt.
As this would result in duplicate receipts being issued, we are unable to issue a separate receipt.

For security reasons, once your order has been placed it cannot be changed.

Postpaid invoices will not be included with the product.
Paidy will send you a separate email with billing information.

Cannot be changed.

During the campaign, coupon codes will be posted on special pages, social media, e-mail newsletters, etc.

When making a purchase, enter the coupon code and press [Apply] if you are using a computer or [→] if you are using a smartphone, and the coupon will be applied.
However, if the amount does not meet the coupon usage conditions, the coupon will not be applied. Please check the conditions before using the coupon.

Unfortunately, coupons cannot be applied after an order has been completed.

Product dimensions are listed on the product details page. (Some products may not be listed.)
We generally list actual measurements, however due to the nature of the product there may be slight variations.
Please note that we cannot accept returns or exchanges due to sizing issues.

Unfortunately, Apartment Three does not have a physical store, so you cannot try on the products. We hold pop-up stores on an irregular basis, so please check the brand's social media for the pop-up schedule.

We are unable to order products that are not listed on the website.
In addition, we are generally undecided as to when products or colors that have become "SOLD OUT" will be restocked, but there is a possibility that they may be restocked at short notice.
*When inquiring about products listed on this website, please include the product number when contacting us.
*For inquiries about products featured in magazines, etc., please contact us with the name of the magazine it appeared in, the issue number, the page it appeared on, the brand, and the product price.

As a general rule, we are unable to provide shopping bags.
Please check the campaign details for novelties.

We do not provide gift packaging.

You cannot combine multiple membership details.

Unfortunately, Apartment Three does not currently have a physical store.

Possible reasons for a product page disappearing include that the product is out of stock or sales have been discontinued.

Due to the reasons below, there may be shortages or out-of-stock items.
●If there are a lot of orders for one product at once.
*Due to system limitations, there may be discrepancies between the inventory displayed on the operation screen and the actual inventory, and we may not be able to provide the ordered quantity of products even after your order has been completed.
If any defect or flaw is discovered in the product during delivery and the product is out of stock at our store or the manufacturer.
If the above reasons occur, we regret to inform you that we may have to cancel your order. In that case, we will contact you by email, but depending on your domain settings or computer settings, the email may be treated as spam. Please note that there may also be delays in shipping.
Prices may be reduced again during the sale period without notice.
Products already ordered cannot be purchased at the reduced price.
Please note that we cannot accept cancellations or returns.