FAQ
About our online store
QIs the product new?
A As a general rule, the products sold in our online store are new. However, we may sell new and used products, refurbished products, etc. in campaigns, etc. (In that case, we will indicate that it is a new and used product, refurbished product, etc. on the product page of the relevant product).
QAre you an official manufacturer store?
A This is the official online store operated by Group M Co., Ltd., so please feel free to use it.
QWhere can I contact you for inquiries?
A Please contact the following for inquiries about products and how to use them.
■ Group M Co., Ltd. GruppeM Direct
Telephone 048-450-2911 order1@gruppem.co.jp
Reception hours: 9:00 a.m. - 5:00 p.m. (excluding weekends, national holidays, year-end and New Year holidays, and other special holidays)
For inquiries regarding orders, please contact us at the email address below.
order1@gruppem.co.jp
We will respond to inquiries and arrange deliveries in order during business hours on weekdays (excluding special holidays such as the year-end and New Year holidays).
About your order
QCan I change my order information?
A From the viewpoint of maintaining the reliability of order information, we cannot change the order details (including address and name). We apologize for the inconvenience, but please cancel the order and place a new order.
QCan I place an order from overseas?
A The purchase of products from this online store and the delivery address of the products are limited to those living in Japan.
QDo you offer gift wrapping?
A We do not support gift wrapping (noshi, wrapping, etc.).
About payment
QCan I change the payment method?
A We are very sorry, but we cannot change the payment method after the order has been placed. Please cancel the relevant order and place a new order.
QCan you issue a receipt/delivery note?
A If you would like a receipt or statement of delivery, please let us know in advance.
QHow will refunds be made?
A We will process the refund within 14 days after confirming the arrival of the returned product.
The refund method depends on the payment method used at the time of purchase.
- For credit card
The date on which we process the return will be the approximate date on which the charge to the credit card company will be cancelled. Therefore, if your credit card company's closing date is exceeded, the refund will be made on the next debit date. - In case of cash on delivery
We will transfer the money to your designated account. - Other payment
We will transfer the money to your designated account.
About delivery and shipping
QIs shipping free?
A: Okinawa, remote islands and some areas require additional shipping charges. Other areas are free shipping.
QIs there a cash-on-delivery fee?
A There is no cash-on-delivery fee. We will bear the cost.
QWhen will the product be delivered?
A If there is no specified delivery time, we will deliver as follows.
After confirming payment, we will ship in order. (Cash on delivery only will be shipped sequentially after confirming the order details).
Please note that the delivery timing may change for each product. Please check the estimated shipping date on each product page.
If you purchase products with different shipping dates at the same time, such as pre-order sales or multiple sales, they will be delivered together with the product with the latest shipping date.
QCan I specify the desired delivery date and time?
A Only the delivery time can be specified as follows.
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Delivery time zone |
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morning |
14: 00-16 :00 |
16: 00-18 :00 |
18: 00-20 :00 |
19: 00-21 :00 |
*Even if the time is specified, it may not be possible to deliver within the specified time due to circumstances.
*Time zone designation may not be available in some areas.
QIs it possible to ship to multiple addresses?
A We do not accept delivery to multiple addresses for one order.
Please place separate orders for each delivery address.
About returns and cancellations
QCan I cancel or return an order?
A We will respond based on our regulations for each product genre. For more information, please refer to "Returns".
- Regarding return shipping and handling charges
The customer is responsible for the shipping fee and the transfer fee for the refund. If the product is returned by cash on delivery, the amount will be deducted from the refund amount. - About refund
We will process the refund within 14 days after confirming the arrival of the returned product. - return contact
E-mail address: order1@gruppem.co.jp
QCan I exchange the product?
A Except for initial defects, we do not accept product exchanges. We apologize for the inconvenience, but please make a new order after completing the return procedure for your convenience.