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.

Once a new account has successfully been made, you will get a confirmation email sent to the address you provided for the account.
If you need more help with creating your account, please contact our Customer Support.

In all sections where you can log in, there will be a “Forgot your password?” link immediately below that will send an email with a link to create a new password.

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 1~2 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 3 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.

We accept Visa, Mastercard, American Express, JCB, Diners, Discover, Apple Pay, and Google Pay.
If you experience trouble while trying to use one of our available payment methods, you can contact our Customer Support for assistance.
Please note that cash on delivery is not accepted as a form of payment.

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.

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.

Currently we are not offering any kind of complementary gifts for customers in the USA. The DIDARA BOCCHI Gifts Campaign is currently valid only for orders shipped to Japan.

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.

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 to anywhere in the USA is a flat rate of US$28.00, excluding any duties and import taxes.

As for duties and import taxes, these will be automatically calculated based on the best information available to us at that time, and added to the total cost of your order at checkout. These duties and import taxes typically include estimated customs duties and any applicable state or local sales tax.
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.

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.

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" to see your recent orders, and go to "View Details" for the order you wish to check the order status.

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.

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. In the "SHIPPING ADDRESS" section, select “Edit.” An edit window will open where you can update your address details.
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.

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 Account menu. From there, go to "MY ORDERS". Your recent orders will be listed, so please select the order with the defective product through its "View details" link. Towards the bottom there will be shown a "Request Exchange" button, from which you can input the required information to request an exchange.

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.

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.

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

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. The conditions and the content of the free gifts vary with each campaign. For more information about current gift 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.

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

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.

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

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.