Q. I have a question for the store.
A. You can contact us using the
[Inquiry Form] or by e-mail at
[email protected]. Inquiries are handled in the order they are received. Please avoid sending multiple inquiries regarding the same matter, as doing so will not result in a faster response.
About Ordering
Q. How do I place an order?
A. Please create an account and place your order through the ACRO TOKYO GLOBAL website. As we provide international shipping, customers are generally required to create an account before placing an order.
Q. Can I cancel my order?
A. No. Once an order has been confirmed, cancellations due to customer circumstances are not accepted. Please review your order carefully before completing your purchase.
Q. Can I change the size, color, or item after placing my order?
A. No. Once an order has been confirmed, we cannot change the item, size, color, or other order details. Please make sure all details are correct before completing your purchase.
Q. Can I combine multiple orders into one shipment?
A. As a general rule, we cannot combine separate orders after they have been placed. Each order will be processed and shipped separately.
Q. Can I change my shipping address after placing an order?
A. As a general rule, the shipping address cannot be changed after an order has been confirmed. However, if your order has not yet been shipped and we are able to make the change, we may accommodate your request on an exceptional basis. Please contact us as soon as possible. We cannot guarantee that an address change will be possible.
Q. Can I place a hold on an item?
A. No. We do not accept reservations, layaways, or requests to hold items.
About Payment
Q. What payment methods do you accept?
A. Available payment methods include credit cards via Stripe, Link, Apple Pay, Google Pay, PayPal, Alipay, and WeChat Pay. Available payment methods may vary depending on your country, region, device, or other conditions.
Q. What happens if my payment fails?
A. If your payment cannot be completed due to a payment error, card error, or other payment-related issue, your order will be automatically canceled. Please place a new order using an available payment method.
Q. Can I change my payment method after placing an order?
A. No. Payment methods cannot be changed after an order has been placed.
Q. I did not receive an order confirmation e-mail. What should I do?
A. An order confirmation e-mail is normally sent automatically after your order has been successfully placed. If you do not receive it, please make sure your registered e-mail address is correct and check your spam or junk mail folder. Your e-mail provider or security settings may also be blocking our e-mails. If you still cannot locate the confirmation e-mail, please contact us.
About Shipping
Q. Which shipping carriers do you use?
A. International orders are shipped via EMS or FedEx. The carrier used for your order may vary depending on the destination, package, and shipping conditions.
Q. How long does it take for my order to ship?
A. Orders are generally shipped within 5 business days. Delivery times vary depending on the destination, customs clearance, local carrier conditions, and other circumstances beyond our control.
Q. Will I receive a tracking number?
A. Yes. Once your order has been shipped, tracking information will be sent to you by e-mail. Please use the tracking information provided to check the delivery status of your package.
Q. How much does shipping cost?
A. Shipping costs vary depending on the destination and order details. Please see our shipping information page for details.
Click here for details >>Q. My tracking information says "Delivered," but I have not received my package. What should I do?
A. Please contact us so that we can request a formal investigation with the shipping carrier. We will review the delivery status based on the results of the carrier's investigation. If the investigation confirms that the package was properly handed over by ACRO TOKYO GLOBAL and successfully delivered by the shipping carrier, we will generally be unable to offer reshipment, cancellation, or a refund.
Q. My package was returned because I was absent, provided an incorrect address, or did not accept the delivery. Can you ship it again?
A. Yes. Reshipment may be possible after the package has been returned to us. However, you will be responsible for the additional shipping costs required to resend the package. Please make sure that your shipping address is correct and that you are able to receive your package.
Q. Can international shipping be delayed?
A. Yes. International shipments may be delayed due to customs clearance, weather conditions, flight disruptions, local carrier conditions, international logistics conditions, or other circumstances beyond our control. ACRO TOKYO GLOBAL cannot guarantee a specific delivery date and is not responsible for delays caused by circumstances outside our reasonable control.
Q. Are there countries or regions to which you cannot ship?
A. Shipping availability may change depending on international conditions and the service availability of our shipping carriers. If EMS, FedEx, or other applicable shipping services suspend or restrict deliveries to a particular country or region, we may temporarily suspend shipments to that destination. Certain products may also be restricted from shipment to specific countries or regions.
Customs Duties, Import Taxes & VAT
Q. Do I have to pay customs duties, import taxes, or VAT?
A. Yes. Customs duties, import taxes, VAT, handling fees, and any other charges imposed by the destination country or region are the responsibility of the customer. These charges are not included in the product price or shipping fee unless otherwise stated.
Q. Can ACRO TOKYO GLOBAL tell me how much customs duty or tax I will have to pay?
A. No. Customs regulations and tax rates vary by country and region, and we are unable to determine the exact amount in advance. Please contact your local customs authority or other relevant authorities for information regarding applicable duties and taxes.
Q. What happens if I refuse to pay customs duties or import taxes?
A. If you refuse to pay customs duties, import taxes, VAT, or other charges required for delivery and the package is returned to ACRO TOKYO GLOBAL, the original shipping cost and all costs associated with returning the package to us will be deducted from the product amount. Only the remaining amount, if any, will be refunded.
Q. My package is being held by customs. What should I do?
A. Depending on the circumstances, ACRO TOKYO GLOBAL may check the shipment status with the carrier. However, you may also be required to contact your local customs authority or shipping carrier directly and provide information or documentation necessary for customs clearance. We appreciate your cooperation with any procedures required by your country's customs authorities.
Returns, Exchanges & Defective Items
Q. Can I return or exchange an item because I changed my mind?
A. No. We do not accept returns, exchanges, or refunds due to customer circumstances, including when an item does not fit, the wrong size or color was ordered, the item looks different from what you expected, the wrong item was ordered, or you no longer want the item. Please review the product details, measurements, color, and quantity carefully before placing your order.
Q. What should I do if I receive a defective item?
A. Please contact us within 7 days of receiving your order. After reviewing the condition of the item, we will determine the appropriate solution, which may include an exchange, return, or refund. We may ask you to provide photographs or videos showing the condition of the item. Requests submitted more than 7 days after delivery cannot be accepted.
Q. What should I do if I receive the wrong item?
A. Please contact us within 7 days of receiving your order. After confirming the issue, we will arrange an exchange as appropriate.
Q. An item is missing from my package. What should I do?
A. Please contact us within 7 days of receiving your order. After confirming the details of your order and shipment, we will arrange shipment of the missing item as appropriate.
Q. Can I return or exchange an item after removing the tags, wearing it, or washing it?
A. No. Items that have been worn, washed, used, altered, damaged after delivery, or had their tags removed are not eligible for return or exchange.
Pre-Order & Made-to-Order Items
Q. Do you sell pre-order or made-to-order items?
A. Yes. Selected products may be offered as pre-order or made-to-order items. Please check the individual product page for the estimated shipping schedule and other applicable conditions before placing your order.
Q. Can I purchase regular in-stock items and pre-order items in the same order?
A. No. Regular in-stock items and applicable pre-order or made-to-order items cannot be purchased together in the same order. Please place separate orders.
Q. What happens if a pre-order or made-to-order item is delayed?
A. The estimated shipping schedule is provided on the applicable product page. If there is a significant change or delay to the expected shipping schedule, we will notify affected customers by e-mail.
Q. Can I cancel a pre-order or made-to-order item?
A. No. Pre-order and made-to-order items cannot be canceled after the order has been confirmed. Please review all product details and the estimated shipping schedule carefully before placing your order.
About Products & Sizing
Q. How should I choose my size?
A. Product measurements are based on the actual measurements of each item. Please check the measurements listed on the individual product page before placing your order. Sizing and fit may vary depending on the brand, design, material, and product, even when items are labeled with the same size. Some products may also feature special processing, washing, distressing, or other design treatments that result in individual variations.
Q. How do you designate items as Plus-Size Friendly?
A. Items larger than a US size 14 may be categorized as Plus-Size Friendly. However, sizing and measurements vary by product, so please always check the individual measurements listed on the product page before purchasing.
Q. Will sold-out products be restocked?
A. Some products may be restocked, while others may not. If you would like to know whether a specific item is expected to be restocked, please contact us. We will provide information where available; however, we may not always be able to confirm future restock plans.
Q. Can you notify me when a sold-out item is restocked?
A. We do not currently offer individual restock notifications. Please check the ACRO TOKYO GLOBAL website and newsletter for the latest product and restock information.
Purchase Limitations & Resale
Q. Are there purchase limits?
A. Purchase limits may apply to selected products or brands in order to make products available to as many customers as possible. Where applicable, purchase limits will be determined according to the product or brand.
Q. Can I purchase products for resale?
A. ACRO TOKYO GLOBAL products are intended for purchase by customers for personal use unless otherwise authorized by us. If we reasonably determine that an order appears to have been placed for unauthorized commercial resale, we reserve the right to cancel the order. This may include, but is not limited to, unusually large quantities, repeated purchases through multiple accounts, the use of multiple shipping addresses, or other purchasing activity that reasonably indicates an intention to resell products commercially. If we determine that a customer has engaged in unauthorized commercial resale or attempted to circumvent our purchase restrictions, we may also refuse future orders from that customer.
Q. Can I use ACRO TOKYO GLOBAL product images for resale listings or other purposes?
A. Unless otherwise authorized, ACRO TOKYO GLOBAL website content, including product photographs, model images, graphics, text, and other creative materials, may not be reproduced, copied, distributed, or used without permission. Where we identify malicious or unauthorized use that infringes intellectual property rights, violates applicable rights, or causes material harm to ACRO TOKYO GLOBAL or the brands we represent, we reserve the right to take appropriate action, including legal action where necessary.
Q. Are you responsible for products purchased from third-party resale platforms?
A. No. ACRO TOKYO GLOBAL is not responsible for transactions, product conditions, authenticity issues, delivery problems, or disputes involving products purchased through unauthorized third-party resale platforms, marketplace listings, auctions, or other sellers.
About Login / Registration
Q. Do I need an account to place an order?
A. As ACRO TOKYO GLOBAL provides international shipping, customers are generally required to create an account before placing an order.
Q. I forgot my login password.
A. Please click "Forgot Password" on the login page and follow the instructions. A password reset link will be sent to your registered e-mail address.
Q. I cannot log in.
A. Please make sure that you are entering the correct registered e-mail address and password. If you have forgotten your password, please use the password reset function.
Q. I want to change my membership information.
A. Please log in to "My Page." You can update applicable account information, such as your address, telephone number, and password. Please note that changing the address registered to your account does not automatically change the shipping address of an order that has already been confirmed.
About the Newsletter
Q. I would like to subscribe to the newsletter.
Q. I want to unsubscribe from the newsletter.
A. Log in to "My Page" and click on "Change Membership Information." Under "News from ACRO TOKYO," select "Do Not Receive."
Click here >>Q. I did not receive the newsletter.
A. Please make sure that your registered e-mail address is correct and check your spam or junk mail folder. Your e-mail provider's filtering or security settings may prevent our e-mails from reaching your inbox.
Other
Q. Do you offer gift wrapping?
A. No. We do not currently offer gift wrapping for online orders.
Q. Do online orders include an ACRO TOKYO shopping bag?
A. No. Shopping bags are not included with online orders.
Q. Can you remove price tags before shipping?
A. No. We are unable to accommodate requests to remove price tags from products before shipment.
Q. I have a question that is not answered here. How can I contact you?
A. Please contact us using the
[Inquiry Form] or by e-mail at
[email protected]. Inquiries are handled in the order they are received. Please avoid sending multiple inquiries regarding the same issue, as doing so will not result in a faster response. We appreciate your patience and understanding.
