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FAQ (Frequently Asked Questions)
1: What is TOKYO STREET COLLECTION?
2: How do I contact customer care?
3: How do I make a purchase?
4: How do I find a product?
5: Can I order by telephone or fax?
6: How do I know if the item will fit me?
7: What size should I choose?
8: How do I know if an item is in stock?
9: When I put something in my shopping cart, does it guarantee I have the merchandise?
10: What payment methods does TOKYO STREET COLLECTION accept?
11: Is my credit card charged at the time of making my purchase online? (When will my credit card be charged?)
12: Is it safe to use my credit card online at TOKYO STREET COLLECTION?
13: Do I need an account to place an order online?
14: How will I know if you have received my order?
15: Can I track my order online?
16. Do you offer any other shipping methods besides EMS (International Express Mail Service)?
17: How soon will I receive my order?
18: How much are shipping costs?
19: Will there be additional duties or taxes payable on my purchase?
20: Is my personal information kept private?
21: How do I change currency on the website?
22. Why do the prices change very often?
23. In what currency will I be charged if I pay with PayPal?
24: What if an item is out of stock?
25. I saw an item on the website, and now it has disappeared. Why?
26: Does TOKYO STREET COLLECTION offer gift wrapping?
27: Can I change my shipping address once my order has been dispatched?
28. Can different items within a single order be sent to different addresses?
29: Can I add items to an existing order?
30. I've already received the confirmation mail after placing my order, but I'd like to cancel.
31: How do I receive a refund and will I be refunded for the full value of my order?
1. WHAT IS TOKYO STREET COLLECTION?
TOKYO STREET COLLECTION is a Tokyo based online store service established in 2008. We work together with Tokyo's real fashion brands and designers to provide overseas customers the unique opportunity to purchase original clothing and items directly from Japan. With no handling fee, this unique and innovative system allows you to buy items as though you were actually in Tokyo.
2. HOW DO I CONTACT CUSTOMER CARE?
All e-mail messages are treated as priority. We will reply to your enquiry within two business days. We are open 10AM - 6PM (JPN). There is an answering machine service at all other times. For the quickest response we recommend you contacting us by email
3. HOW DO I MAKE A PURCHASE?
You can shop by product category based on gender or you can browse directly by designer. Once you have found an item, select your size and click on the 'ADD TO SHOPPING CART' button next to each item. To complete your order click on ' PROCEED TO CHECKOUT' or to continue searching the site click on 'CONTINUE SHOPPING'.
4. HOW DO I FIND A PRODUCT?
If you know exactly what you are looking for, you will be given the option to search the item by product category or designer. Throughout the site there is also a 'Search' function, which can be used to look for certain products using key words.
5. CAN I ORDER BY TELEPHONE OR FAX?
Unfortunately, TOKYO STREET COLLECTION does not accept payment by telephone or fax. However, you can contact our customer care regarding any other queries on email.
6. HOW DO I KNOW IF THE ITEM WILL FIT ME?
There is a size guide with every item and in addition when an item runs small or large to size, this will be identified within the product description.
7. WHAT SIZE SHOULD I CHOOSE?
All products are sold by the international sizing scheme used by the designer. To convert this to your usual size, simply click on the 'Size Guides and Measurement Reference' link which you will find on every product page.
8. HOW DO I KNOW IF AN ITEM IS IN STOCK?
Most items shown are in stock. If an item is sold out or currently unavailable, the "ADD TO SHOPPING CART" button will disappear. All stocked items will have an "ADD TO SHOPPING CART" button next to them. Any items out of stock will have the "ADD TO SHOPPING CART" button removed. In rare instances an out of stock statement may appear on Shopping Cart page, meaning the item is out of stock. Please be aware that even if an item is in your shopping cart, it can still be bought by another customer until you have completed your order.
9. WHEN I PUT SOMETHING IN MY SHOPPING CART, DOES IT GUARANTEE I HAVE THE MERCHANDISE?
Placing an item in your shopping cart does not guarantee it will be available when you are ready to make your purchase.
10. WHAT PAYMENT METHODS DOES TOKYO STREET COLLECTION ACCEPT?
We only accept PAYPAL. PayPal is the most secure and convenient online payment service in the world. Even if you don't have PAYPAL account, you are able to make a payment with a credit/debit card through PAYPAL.
HP LINK to PAYPAL
11. IS MY CREDIT CARD CHARGED AT THE TIME OF MAKING MY PURCHASE ONLINE? (WHEN WILL MY CREDIT CARD BE CHARGED?)
Your credit card is charged once we have confirmed your items are in stock and credit/debit card holders have passed validation checks and authorisation by the card issuer. We will charge your credit card company only after the item(s) has been sent.
Please note that your order will only be shipped once payment and delivery details have been approved.
12. IS IT SAFE TO USE MY CREDIT CARD ONLINE AT TOKTO STREET COLLECTION?
We would like you to feel as comfortable ordering from TOKYO STREET COLLECTION as you would do if you purchased something in person. Therefore, for your utmost security, PayPal transactions use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information to and from our site. In addition, PayPal are an international standard Credit Card Processing and Merchant Account Services company. You can check by following the link below.
HP LINK to PAYPAL
13. DO I NEED AN ACCOUNT TO PLACE AN ORDER ONLINE?
Yes. You will need to set up an account on our website in order to place an order. Setting up an account is easy and you can do this while placing your order. Having an account will also enable you to store shipping information and track past orders.
14. HOW WILL I KNOW IF YOU HAVE RECEIVED MY ORDER?
After you place your order, you will receive an email from us acknowledging that your order has been received. This does not mean that we have accepted your order. Only after your credit card details have been approved, the delivery address has been verified and the item(s) located, will your order be accepted and the item(s) shipped. Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.
15. CAN I TRACK MY ORDER ONLINE?
We ship all of our orders using EMS(Japan Post Express Mail Service). When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this reference number you can check the current status of your shipment on the EMS website at www.post.japanpost.jp/int/ems/index_en.html. Alternatively, you can email us and we will track the order on your behalf.
Please note that the delivery status for items sent by EMS can be tracked using the tracking number included in your “shipping confirmation" email. Please check your "shipping confirmation" email for your tracking number and instructions on how to track your item's delivery status.
16. DO YOU OFFER ANY OTHER SHIPPING METHODS BESIDES EMS (INTERNATIONAL EXPRESS MAIL SERVICE)?
In order to ensure the safe and speedy delivery of your order, we limit our shipping method to International Express Mail Service. EMS is known as the cheapest, most trustworthy and popular governmental service in Japan.
17. HOW SOON WILL I RECEIVE MY ORDER?
We aim to deliver your chosen items to the place and person of your choice, in perfect condition and in the shortest possible time. However, due to stock conditions or the circumstances of our suppliers, some item(s) may take longer to dispatch. After we confirm payments, orders are shipped by EMS, our partner carrier, from 9AM - 5PM, Monday to Friday and will require a signature upon receipt. You will receive a “shipping confirmation” email from us notifying you that your order has been dispatched. Please be forewarned. Delivery by EMS normally takes between 5-7 days. In some countries it may require time for customs purposes. As we are unable to redirect orders once your items have been dispatched, please ensure you provide a suitable shipping address for the specified delivery times.
Please note that your order will only be shipped once payment and delivery details have been approved.
18. HOW MUCH ARE SHIPPING COSTS?
EMS shipping costs depends on weight. For information on our shipping rates, please visit the Shipping Rates Page.
19. WILL THERE BE ADDITIONAL DUTIES OR TAXES PAYABLE ON MY PURCHASE?
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. EMS, our partner carrier will assist you or you can contact your local customs office for more information. If you return the items you ordered, you will be able to claim back any import duties or customs. We are happy to assist you if you have further questions.
20. IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will TOKYO STREET COLLECTION share, rent or sell your personal information without your consent. For further details please read the TOKYO STREET COLLECTION privacy notice.
21. HOW DO I CHANGE CURRENCY ON THE WEBSITE?
To change currency, simply click on the 'your currency' link on the top of the website and select your country from the list of shipping destinations. However please bear in mind that you will still be charged in JPN YEN.
22. WHY DO THE PRICES CHANGE VERY OFTEN?
All prices automatically reflect the daily currency exchange rate. Prices are based on Japanese real retail prices in YEN. We never adjust retail prices so any change that occurs is due to the exchange rate.
23. IN WHAT CURRENCY WILL I BE CHARGED IF I PAY WITH PayPal?
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.
24. WHAT IF AN ITEM IS OUT OF STOCK?
All items are subject to availability. If items that you order are out of stock, subject to a delay or the price is higher than that shown on your order, we will try to contact you at the email address you provided when placing your order. If we cannot contact you or receive no response to our email, we will continue to process the remaining items on your order. We will not supply a substitute product without your express authority. Once an item is sold out it will be taken off the website at the earliest opportunity.
25. I SAW AN ITEM ON THE WEBSITE, AND NOW IT HAS DISAPPEARED. WHY?
Item quantities are limited and are removed from the site when they are no longer available for purchase.
26. DOES TOKYO STREET COLLECTION OFFER GIFT WRAPPING?
Unfortunately TOKYO STREET COLLECTION does not offer a gift wrapping service.
27. CAN I CHANGE MY SHIPPING ADDRESS ONCE BY ORDER HAS BEEN DISPATCHED?
We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times. Also you can add or change your address on Your Account page.
28. CAN DIFFERENT ITEMS WITHIN A SINGLE ORDER BE SENT TO DIFFERENT ADDRESSES?
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.
29. CAN I ADD ITEMS TO EXISTING ORDERS?
It is not always possible to combine orders or add items to an existing order. You can place a new order for any additional items and contact us by email requesting to have your two orders combined and shipped together but please be aware that this might not always be possible as the first order may have already been shipped. 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.
30. I'VE ALREADY RECEIVED THE CONFIRMATION MAIL AFTER PLACING MY ORDER, BUT I'D LIKE TO CANCEL.
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.
31. HOW DO I RECEIVE A REFUND AND WILL I BE REFUNDED FOR THE FULL VALUE OF MY ORDER?
Unsuitable items may be refunded or exchanged within 14 days of the dispatch date. Before you return something you must notify us within 48 hours of receiving an item and obtain a Return Authorization Reference number. The product you return must be in new, unused, and unworn condition with all the original packaging and garment tags still attached. In addition all items must be returned with our special TOKYO STREET COLLECTION tags. Bundled items (such as suits, setups) must be together. To view our return policy, please visit the return policy page, and our full terms and conditions on returning items, please visit the conditions of use page.