Q. I have a question for the store.
A. You can contact us by using the
[Inquiry Form] or by e-mail. Please feel free to contact us at the following address. Click here to contact us>> acrotokyo.global@power-bom.co.jp
About Ordering
Q. How do I place an order?
A. Please make your order on the website.
Q.I want to change the delivery address.
A. It is not possible to change the delivery address after the order is confirmed. If you have difficulty receiving your order at the address on the order form, please contact us. Please note that you may be required to pay additional forwarding and return shipping charges.
Q. I want to change the payment method.
A. If you are unable to settle your order using the payment method you selected when you placed your order, please contact our store.
Q. I want to cancel my order.
A. We cannot accept cancellations after an order has been confirmed. If you are unable to pick up your order, please contact us. Even if you contact us, a cancellation fee may be incurred if the order is already in the shipping process.
Q. I did not receive a confirmation e-mail after placing an order.
A. Normally, an "Order Confirmation E-mail" is automatically sent from our store when you place an order. If you do not receive this e-mail, the following reasons may be the reason. (1) If there are omissions or typing errors in the address you entered when you placed your order. (2) If you have changed your e-mail address after placing your order. (3) If you have specified a domain name. If you do not receive the e-mail, please contact us.
Q. Can I place a hold on my order?
A. We do not accept layaways or hold shipments.
Q. I want to cancel an order.
We do not accept cancellations after an order has been placed. We apologize for the inconvenience, but we ask that you please consider your order carefully before placing it.
About Shipping
Q. Who is the shipping company?
A. We deliver by EMS.
Q. How much is the shipping cost?
Q. I could not receive my order. Can you reship it?
A. If an item is returned to our store due to long-term absence, refusal to pick up, or an unknown address, we are unable to reship the item. Also, please note that you will be charged for round-trip shipping if your package is returned to our store due to long-term absence, refusal to pick up, or unknown address.
About Login/Registration
Q. I forgot my e-mail address.
A. Please contact us. We can look up your e-mail address using your registered telephone number.
Q. I forgot my login password.
A. Please click "Forgot Password" and enter the required information. We will send you a URL to change your password to the e-mail address you entered.
Q.I cannot log in.
A. You may have entered your e-mail address incorrectly, or you may have entered a different password.
Q.I want to change my membership information.
A. Please log in from My Page. You can change your address, phone number, and password.
Returns and Exchanges
Q. I want to exchange an item.
A. We regret to inform you that we do not accept exchanges.
About products
Q. Are your products restocked?
A. Some items are restocked and some are not. Please contact us using the Contact Us form and we will confirm whether or not the item is back in stock.
Q. Can I be notified when the product is in stock?
A. We regret to inform you that we do not contact you to let you know when an item is in stock. In order to be fair to our customers, we do not contact customers to inform them of the arrival of new arrivals and pre-orders. Please refer to our homepage and mail magazine for information on new arrivals and restocked items as they become available. We recommend that you register for our e-mail magazine, which is full of early information about new arrivals and special offers.
Q. Can I order, reserve, or layaway products?
A. We regret to inform you that we do not accept orders, reservations, or layaways. In order to ensure fairness to our customers, we do not contact customers to inform them of the arrival of new products, make reservations, place orders, or layaway orders.
Q. Please tell me about sizes.
A. Our product sizes are based on the "actual size" of the actual product. Please note that sizes may differ depending on the brand and the product, even if they are similar to the brand. *Please note that many of the products we handle have been specially processed, so there may be a sense of use, size, etc. that is unique to the product.
Q. How do you designate items as Plus-Size Friendly?
A. Items that are larger than a US size 14 are categorized as plus-size friendly. It is imperative that you check the measurements of the individual items to ensure that they will fit you, as measurements will vary from item to item.
Q. Regarding product shortages and out-of-stocks
A. There are cases in which an item you have ordered may be out of stock or out of stock due to the following reasons. (1) When the same product is sold out at the same time in the online store and in the actual store due to the same product being under the same inventory management, and the product is not updated in time. (2) When a defective product is found during the delivery process and there is no inventory in our store, the actual store, or the manufacturer. In the event of any of the above, we will contact you as soon as possible, but it may take some time for the product to arrive or we may have to cancel the order. We appreciate your understanding.
Purchase Limitations
In order to provide products to as many customers as possible who wish to purchase them, we are limiting the purchase of some products to a maximum of two items per person. We appreciate your understanding. We have received numerous emails and complaints from our customers regarding the purchase of merchandise for profit and the selling or resale of such merchandise at a price higher than our selling price on online auctions, which may be in violation of regulations and other laws. We are cooperating with the relevant authorities to prevent such acts so that we can offer products to our customers at fair prices. In order to ensure that our customers can purchase our products with peace of mind, we would like to reiterate the prohibition of resale for commercial purposes on our website. It is prohibited to purchase products on behalf of a third party at our company or at a site to which we have consigned sales for the purpose of reselling them to a third party for profit. If it is found that you have violated this rule and have resold or attempted to resell for profit, we will, at our discretion, refuse to accept any further orders from you. In addition, we will refuse to accept orders from customers who have made malicious claims or slanderous remarks that interfere with the operation of our store. When making inquiries by phone, we may record the call to better understand the customer's opinion and to improve the quality of our response. We appreciate your understanding and cooperation. *Precautions If you purchase a large quantity of a single item, or a large quantity of various items in different sizes or colors, or if you specify multiple addresses for the destination, or if you ship to an address that differs from your order address multiple times, or if you request us to remove the price tag for purposes other than gift giving, or if we determine that you intend to resell the item. We may cancel the above orders even after the order has been completed. We will not specify the criteria for judgment beforehand, but we appreciate your understanding and cooperation. We have seen cases of items being sold using images from our web store, but we prohibit the reproduction of any images. Unauthorized reproduction of images (such as images of models used on our web store) on the listing pages of flea market applications may constitute an infringement of portrait rights and copyrights. In addition, we are not responsible for any problems that may occur with products purchased from "bulletin board auctions" and "flea market applications" other than our company and the sites to which we consign sales. We will continue to strive to create a store that satisfies our customers, and we would appreciate your understanding.
About the newsletter
Q. I would like to subscribe to your e-mail magazine.
Q. I want to unsubscribe from the e-mail magazine.
A. Login to "My Page" and click on "Change Membership Information." Under "News from ACRO TOKYO," select "Do Not Receive."
Click here to register >>>Q. I did not receive the mail magazine.
A. There is a possibility that you have entered your e-mail address incorrectly or your spam filtering settings have prevented you from receiving the newsletter.
Other
Q. I want a store bag!
A. We are sorry, but we do not usually include store bags with online purchases.
