FAQ
What payment methods can I use to make a payment?
We support PayPal and credit card payments
How can I check the progress of my order?
You can check the logistics tracking of your order through the order tracking on the page, and of course, after your order has been successfully paid for and shipped, we will send you an email so that you can keep track of the progress of your order.
When will my order be shipped?
Due to the high volume of orders, delivery time is 1-3 days.
Why is my order not completed yet?
Due to the high volume of orders, we will ship your orders in order of receipt.
My order is already on its way, when will it arrive?
Under normal circumstances, international express delivery will arrive in 7-15 days, and domestic express delivery will take 2-5 days, but according to the volume of the product warehouse, we will choose the fastest way when shipping.
Can I change my order after it has been placed?
If the item is in stock, you can change the order. If the order has already been shipped, you cannot change the order, but you can return or exchange the item for any reason within 30 days. If there is any quality problem, you can apply for a return or exchange!
Can I cancel my order?
You can cancel the order before it is submitted, but once the order has been submitted, the logistics costs must be borne by the buyer.
What is your discount code policy?
We offer various discount codes, so please contact customer service for details on the terms of use of the discount codes. Of course, we will also explain the details on our website!
Shipping & Returns
Can I request a shipping method?
There are two types of delivery: Takuhaibin (delivered to your front door) and Yu-Packet (delivered to your mailbox), but you cannot choose which one you would like. Even if you have a preference, we may change the delivery method depending on the size of the package.
Can I ship outside of Japan?
Our products can be shipped worldwide. Currently, we mainly ship to Japan. If you need to ship to other countries, please order onail.co or contact our customer service.
What is your return policy?
Please see our return policy
Frequently asked questions
Lost items
If any item is missing from your order, you must check and notify us within 48 hours of receiving the order. Email your query to info@onail.jp and attach a clear picture of the packing slip. We will handle this issue accordingly.
If it is damaged on arrival
In order to process your return, please send us a clear photo of the damaged item and your order number within 24 hours of receiving the parcel. Once we receive this information, we will resolve the issue as soon as possible.