FAQ

【Mobile】
Please tap the hamburger icon on the top left to bring up the website menu. If you scroll to the bottom, there will be a "MY ACCOUNT" option. Tapping it will take you to the Login page, which will also have an option to "Create account". Click on that link and follow the onscreen instructions to create your account.

【Desktop】
Please click on the portrait icon at the top right of the website. You will be taken to the Login page, which will also have an option to "Create account". Click on that, and then follow the onscreen instructions to create your account.

On the “Sign in and create an account” page, the same form is used for both signing in and creating a new account. You may choose to continue with a Shop account, Google account, or use a valid email address.

A one-time verification code will be sent to your email address. Enter the code to sign in or create your account. If you do not see the email containing the verification code in your inbox, please check your spam folder or confirm that you entered the correct email address.

If you need more help with creating your account, please contact our Customer Support.

Once the checkout process ends and an order is submitted, it cannot be modified. An "Order Received Email" containing a summary of the order will be sent. Please make sure to save this email, which will contain the details of your order and your order number. Please note that this email just means your order has been received, but not necessarily that it will be fulfilled. A received order may still get canceled and refunded if deemed necessary by us.
If your order is accepted and confirmed for fulfillment and shipping, you should get a "Shipping Confirmation Email" within 10 business days after the confirmation email is sent. This email will include the tracking number for your package.
If you do not receive an Order Received Email within 24 hours from submission or a Shipping Confirmation Email within 10 business days, please contact our Customer Support.

Once your order is placed, modifications to the order are not possible.
Should you wish to cancel your order, please contact our Customer Support. Our support team will do their best to assist you with your request. However, please note that once the "Shipping Confirmation Email" has been sent, it may not be possible to stop the item from being shipped.

As of August 2026, password login for DIDARA BOCCHI accounts is no longer supported. All DIDARA BOCCHI accounts registered using an email address now use one-time verification codes to sign in. The one-time verification code will be sent to the email address registered to the account.

For Shop account sign-in, the one-time verification code will be sent to your phone by SMS.

For Google Account sign-in, you may be asked to enter your password, use a one-time verification code, or approve a quick prompt, such as a security notification sent directly to your phone to confirm your identity. The required verification method may vary depending on your Google Account security settings.

The address book is located on the Profile page.

To access the Profile page, go to My Account, then tap the circular icon in the top right corner.

On mobile, you may also tap the hamburger icon in the top right corner, then tap Profile.

On desktop, you can access the Profile page by selecting Profile from the sidebar menu on the left.

If you no longer have access to the email address used to register your account, please contact Customer Support to change your registered email address.

If you cannot find the email containing your one-time verification code, please try the following:

• Check your spam or junk folder.
• Confirm that you entered the correct email address.
• There may be a short delay before the verification code email is received. Please wait at least 1–2 minutes, then check your inbox again.

If the verification code you entered does not work, it may be due to one of the following reasons:

• You may have requested multiple verification codes within a short period of time and entered an older code. Please make sure you are using the code from the most recent email.
• The verification code may have expired. Verification codes expire after 15 minutes.

If you still have trouble using the verification code, please contact Customer Support.

Tap or click on a product to go to its individual page. If the product is in stock, there will be a "ADD TO CART" button. Click or tap it to add the product to your shopping cart. Once you have finished adding the items you want to buy, tap or click the bag icon on the very top right of your screen to display your shopping cart. You can verify your selection, modify the quantities as you wish, and click/tap the "PROCEED TO CHECKOUT" button. Follow the onscreen instructions to input required information, like the delivery address, billing method, etc. as you finalize your purchase.

You can download or print an invoice only after your order has been delivered.

To obtain your invoice, please follow these steps:

1. Log in to your account and go to "MY ACCOUNT".

2. Select "MY ORDERS", then select the order you want an invoice for.

3. Scroll to the very bottom of the "ORDER SUMMARY" section, and select "Invoice". If you don’t see the "Invoice" option, your order may not have completed delivery yet.

4. An pop-up window will appear with two options: "Print Invoice" or "Save Invoice as PDF". Tap or click your preferred option to complete the action.

In order to proceed to checkout, the total quantity of items in your shopping cart must be 14 or less, including duplicate items.

Please note that complimentary gifts are not counted toward the maximum order limit of 14 items.

We do not offer gift wrapping services at this time.

Our site will attempt to keep the inventory quantity of products up to date, but there is still a chance that an item in your shopping cart may go out of stock as you go through checkout, as a result of other customers ordering the same item simultaneously.

Sorry, we currently do not have the function to allow a customer to purchase items on our site without logging in to their account. If you try to proceed with an order without logging in, you will be instructed to either login or create an account.

We accept the following payment methods: Visa, Mastercard, American Express, JCB, Diners Club, Discover, Apple Pay, Google Pay, PayPay and convenience store payment (both PayPay and convenience store payment are available only in Japan).

Currently, convenience store payments are supported at 7-Eleven, Lawson, Family Mart, Ministop, Daily Yamazaki, and Seicomart.

A ¥220 transaction fee will be added for each convenience-store payment.

If you experience any issues while using one of our accepted payment methods, please contact Customer Support for assistance.

Please note that cash on delivery is not accepted at this time.

Convenience store payment is available only in Japan.

If your shipping address is outside Japan, or if you are not physically in Japan, please do not select this payment method.

To pay for your order using convenience-store payment:

1. At checkout, select "コンビニ決済" as your payment method, then scroll down and choose "Pay now" to proceed.

2. When the pop-up window appears, enter your full name and email address.

Then select the convenience store where you wish to make your payment and choose "Pay".

3. On the next screen, follow the on-screen instructions and complete the payment at the convenience store you have selected.

Please Note:

-Make sure to complete payment before the payment deadline

-If payment is not made by the payment deadline, your order will be automatically cancelled.

Orders are typically delivered within 1-2 weeks after the "Order Received Email" is sent.

Once the package is about to be shipped from our warehouse, you will receive a "Shipping Confirmation Email" with the tracking number of the courier.

Separate orders will be shipped separately. We cannot accept requests to combine separate orders into a single shipment.

Due to the premium value of our products, DIDARA BOCCHI does not offer contactless delivery due to security concerns. Our deliveries will require a signature of a recipient for handing over the package.

Currently, we only ship to the United States and Japan. To choose your shipping destination, go to the Home Page, scroll to the bottom right corner, click on “Country/Region,” and select your preferred country.

Shipping costs are not included in product prices and will be calculated during checkout. The final shipping fee depends on factors such as the shipping destination, package weight and package dimensions, and does not include any duties, taxes, and import charges.

Applicable duties, taxes, and import charges will be calculated automatically at checkout based on the best available information at the time of purchase.

These charges may include:

1. Estimated customs duties required by US Customs
2. Applicable state or local taxes
3. Other government-imposed or courier import fees where applicable

Please note that these amounts are estimates based on current tax and customs regulations. In rare cases, the final amount charged by local customs authorities may differ from the estimate provided at checkout. If the actual amount charged for the import by relevant authorities turns out to be less than what we collected, you will be refunded the difference. However, please note that the refund may take several months, as stated below. Conversely, if the actual amount charged for the import turns out to be higher than what we collected, you will not be required to pay the difference.

Refunds for the overpaid amount charged for the import will be processed only after we receive and verify the final invoice or official confirmation from our designated logistics provider or the relevant customs authority. Once the actual amount is confirmed, we will initiate the refund and endeavor to complete it within approximately two months. However, depending on customs procedures, delays in reporting by carriers or logistics partners, or other factors beyond our control, confirmation may take longer than the above-mentioned time. In such cases, refunds cannot be issued until the actual amount has been finalized.

We strive to ensure there are no unexpected costs upon delivery by pre-collecting estimated duties and import taxes. However, in rare cases, additional local charges or fees that are difficult to predict in advance (such as unique local levies, remote-area surcharges, or special inspection fees that are not included in our standard estimate) may still apply and will be your responsibility.

We do not ship to P.O. boxes or warehouses.

A tracking number from our courier will be assigned to each shipment.

Once your order is confirmed for fulfillment and shipping, you will receive a "Shipping Confirmation Email" with the tracking number and a link to track your packages.

You can also access this information on this site by logging in and going to the "My Account" page. Go to "MY ORDERS" , then select the order you wish to check.

After you have placed your order, you may change the delivery address only if the payment status of the order is “AUTHORIZED.”
Once the payment status changes to “PAID,” your order is being prepared for shipment and the delivery address can no longer be changed.

To change your address, please follow these steps:

1. Log in to your account and go to "MY ACCOUNT".
2. Select "MY ORDERS", then select the order you want to update.
3. Select “Update Shipping Address,” then edit your shipping address. If you do not see the “Update Shipping Address” option, your order may not be eligible for address changes.
4. When you are finished, select "SAVE" to confirm your changes.

Please note that the country in your delivery address cannot be changed once your order is placed.

If you are unable to change your shipping address, please contact Customer Support.

We currently do not accept product exchanges for ordering the wrong size. Please refer to the size guide to check your size before ordering an item, and be sure to confirm you picked the correct size before completing checkout.

We will cover the shipping cost, along with any resulting duties and import taxes, to replace a defective or damaged product. However, if the sent back item meets one or more conditions for an invalid exchange request, you may be required to cover the shipping and import costs to and from our office.
For more details, please take a look at our Return & Exchange Policy.

Currently, we only offer product exchanges if the product is defective or damaged on delivery, or if a delivered product is different from what was ordered. You may only exchange your item for the exact same product (same model, color, and size). For more details, please take a look at our Return & Exchange Policy.

We do not offer returns/refunds, nor do we accept exchanges as a result of customer regret (e.g. incorrect size). Within 30 days of receiving your order, please go to your "MY ACCOUNT" page. From there, go to "MY ORDERS". Select the order with the defective product, then select the "Request Exchange" button. Fill in and send the Product Exchange Request form. Our Customer Support Team will contact you by email with 2 business days.

We cannot accept a product exchange if one or more of the following is true:

• the exchange request was submitted more than 30 days after the product arrived
• the product returned for an exchange is missing packaging, tags, accessories, and/or the delivery slip.
• the product is damaged, broken, or dirtied in a way that does not relate to the reason for the exchange request.
• the claimed defect or issue stated in the exchange request is not found upon inspection of the product.
• the product is clearly worn or used.

For more details, please take a look at our
Return & Exchange Policy.

No, you only need to send back the particular product you want to exchange. Please keep the free gifts.

During certain periods, orders on this website may be subject to a promotional gift campaign. In these cases, your order may qualify to get 1 or more free gift items if it fulfills specific conditions, like a certain price threshold of qualifying items within the order. The conditions and the content of the free gifts vary with each campaign. For more information about current Gift With Purchase Campaigns, go to the Home Page, then tap or click "Merch" on the top navigation menu.

We are not accepting exchange requests for free gift items at this time.

Depending the gift campaign, the free gift(s) you are given may be randomly selected from a collection, which may result in 1 or more duplicate gifts. The exact details will vary from campaign to campaign. For more information about current gift campaigns, go to the Home Page, then tap or click "Merch" on the top navigation menu.

The probability of receiving a particular bonus item varies depending on the remaining stock of each design in the campaign. Designs with more remaining stock have a higher chance of being included. All designs start with nearly the same initial stock at the beginning of each campaign.

For details on the Terms and Conditions that apply to the latest Gift With Purchase Campaign, see HERE. For Terms and Conditions of previous Gift with Purchase Campaigns, go to the Home Page, then tap or click "Merch" on the top navigation menu. This will show a summary of each campaign, which includes a link to its individual Terms and Conditions that apply.

Our acrylic stands often come with a fine, protective sticker on the front and back of all pieces, which can show some wear and scratches. Please be sure to remove these stickers before use. Starting from a corner, carefully pick at and peel away this layer, which should reveal a clean surface underneath.

You can describe your inquiry or issue to our Customer Support through the form in the link.