Frequently Asked Questions (FAQ)

in preparation


Q. What is the difference between "antique" and "vintage"?

Although opinions differ depending on the country and store, our store has adopted the following standards.

Items that have been manufactured for over 100 years

Items with practical value that have been manufactured for more than 20 years

Q. How do you determine the year of manufacture?

For British gold and silver products, it is possible to identify the year of manufacture from the stamped hallmark.

For watches, depending on the manufacturer, the year of manufacture can be determined from the serial number.

For other items, the rough age is determined from the design and manufacturer's stamp, referring to the opinions of suppliers and overseas experts.

Q. Where do you buy from?

I can't give you a specific answer, but all antique items are purchased from overseas.

We use overseas specialty stores, antique markets, auctions, etc., and purchase products with the cooperation of partners living in the United Kingdom and the United States.

Q. Do you have a product certificate?

If a reliable item such as a manufacturer's certificate of authenticity is included with the purchase, we may provide it as is, but we are unable to issue a certificate of authenticity.

We seek the cooperation of our suppliers and overseas experts to conduct thorough investigations to ensure that we do not sell counterfeits.

In the unlikely event that the product you received turns out to be a fake, please contact us with proof and we will issue a full refund after you return it.

Q. Do you have a physical store?

Our store is an online shop only and does not have a physical store.
We strive to offer our products at the most affordable prices possible by reducing store operating costs.

Q. Is it possible to actually see the product?

We are an online shop only and do not have a physical store.
If you have any questions about the product page description or photos, please contact us by email or phone.
You can also take additional photos or videos and send them to us.

Q. Do you have holidays?

Online orders are accepted 24 hours a day, 365 days a year.

We are closed every Wednesday and Sunday.
In addition, you may be required to take temporary leave during business trips, year-end and New Year holidays, etc.
There is a business day calendar at the bottom of the shop page, so please refer to it for details.

On holidays, we will be closed for shipping, telephone orders, and inquiries.

We will do our best to respond to inquiries via the contact form or chat, even on holidays.

Q.I haven't received the email newsletter.

The email newsletter is distributed every Tuesday morning.

Additionally, an email has been sent to the email address you entered when registering for the email magazine, asking you to register for the email magazine.
Please note that you will not be able to receive the e-mail newsletter unless you click the "Subscribe" button in that e-mail to complete your registration.

[About dealings]

Q. Please tell me the ordering procedure.

Please refer to this manual

Q. Can I purchase without registering as a member?

You can order without registering as a member (guest purchase).
However, to order from the online shop, you will need an email address.
Once your order is complete, we will send you an order confirmation email and a shipping notification.

Please refer to this manual for ordering instructions.

When shopping at our online store, you can enjoy various benefits if you register as a member.
(There are no registration or annual fees.)
Please take this opportunity to register as a member and enjoy the benefits.

For more information, please click here.

Q. Can I order without an email address?

If you do not have an email address, we also accept orders via phone, LINE, or chat.

Please check the contact page for phone number and other information.

Q. I would like to confirm whether the order was placed correctly.

An "order confirmation email" will be sent automatically when your order is placed.
Please check your order details and delivery address there.

Registered customers can check their purchase history details from "My Account".

If you order by phone, we will also send a confirmation email to your email address if we have it.

If you enter your email address incorrectly, or in rare cases, your email may be classified as spam or may not be delivered.
In that case, please contact us by email or phone.

Q. Please tell me how to use coupon codes and gift cards.

Please refer to this manual for information on how to use coupon codes and gift cards.

Q. Can I reserve the item?

As a general rule, we do not allow items to be reserved.
However, customers with Gold membership or above can reserve items as a membership rank benefit.

Q. Would you like a gift wrapping?

If you would like gift wrapping, we can accept it for free if it is simple.
Please let us know in the notes section when ordering.

Please note that wrapping may be difficult depending on the shape of the product.
Also, depending on the content, additional fees may apply. (Individual consultation)

Q. Can I get a discount if I buy multiple items?

If you buy in bulk, you may be able to reduce the shipping fee and packing time.
Please contact us before purchasing.

Q. Do you have wholesale prices for corporations and businesses?

We are sorry, but we do not support wholesale sales.
If you buy in bulk, you may be able to get a discount.
Please contact us before purchasing.

Q. Can I re-order a product that is sold out (contracted)?

Antique and vintage items are one-of-a-kind, so it is not possible to order the exact same item.
We can try to find something similar (design, era, etc.), but we cannot guarantee that we will find what you are looking for.

Q. I have a product that I would like you to look for, can you look for it for me?

If you let us know the detailed requirements for the item you are looking for and your budget, we can search for it from overseas suppliers, antique markets, auctions, etc.

However, since there is no guarantee that the antique item you are looking for will be available on the market, we cannot guarantee when you will find it.

Additionally, we may decline your request if you request a type of product that we have never handled before or if your budget or other requirements are strict.

Q. Can I request an appraisal or a trade-in of the product?

Generally, we do not offer appraisals or trade-ins.

In exceptional cases, we may offer appraisals or trade-ins on items previously purchased from our store.

Q. Are you registered as a qualified invoice issuing business (invoice system)?

I am registered. It is also possible to issue receipts that are compatible with the invoice system.

Q. I would like a receipt or invoice, can you send it to me?

If you require a receipt, please write it in the notes of your order.
If it is a paper receipt, it will be included with the product.
If you prefer electronically, we will send it to you by email.
It is also possible to issue qualified invoices compatible with the invoice system.

However, if the payment method is convenience store payment or cash on delivery, the receipt issued by the convenience store or post office will be the official receipt, so duplicates cannot be issued.

Q. Is there something that shows the amount, such as a delivery note, included in the package?

We usually include a delivery note with the price.
If you do not need a delivery note for gift purposes, please write it in the remarks column.

Q. Where can I check my purchase history?

If you are a member, you can check from "My Account" after logging in.
If the purchase was made by a guest (non-member), you can check the link in the individual email sent after the purchase.

[About the membership system]

Q. What are the benefits of registering as a member?

・You will receive a 10% OFF coupon that can be used anytime when you register for the first time.

・Purchase at member discount price

・Your membership rank will increase according to the cumulative purchase amount, and your discount rate will increase.

・You can register the shipping address, contact information, payment method, etc. at the time of purchase (no need to enter it each time)

・"Favorites list" function available

・You can check your “purchase history” on the My Account screen

Q. Please tell me how to register as a member

Please refer to this manual

Q. I don't know how to log in as a member

Please refer to this manual

Q. What should I do if I forget my password?

Please refer to this manual

Q. I want to change my password. What should I do?

If you have forgotten your password, please reset it and set a new password. Please refer to this manual

Q. Where can I check my current membership rank?

You can check it on the "My Account" page after logging in.

Q. Can I change my registered email address or my name?

Changes cannot be made from your account page.
Please contact us and we will make changes.

Q. I registered as a member on the old site, will my member information be carried over?

If you were a member on the old website before August 2023, you will need to register again.

However, if you use the same email address that you registered on the old site, you can keep your registration information (name, address, contact number).

For more information, please click here.

Q. What is the membership price?

This is a permanent discount price for online shop members.
If you are logged in, your member discount will be automatically applied when you add an item to your cart.

The discount rate will increase according to your cumulative purchase amount.
For more information, please click here.

Q. What is the "address book" displayed in My Account?

This function automatically creates a shipping address registration list from order information.

Membership accounts are no longer managed by registering the delivery address in the basic member information (as on the old site), but are now always linked to order information, and when an order is completed the delivery address is automatically registered and updated in the "Address Book" of the My Account.

Please click here for more details.

Q. I would like the item to be delivered to a different address. What should I do?

When placing an order, select "Change" ⇒ "Use new address" in the "Shipping address" field on the order cart screen and enter your desired shipping address directly.
Once your order is complete, the new delivery address will be automatically added to your My Account Address Book.
You can also edit the registered information in your My Account "Address Book" by changing, adding, deleting, etc.

Please click here for more details.

[About shipping and shipping]

Q. Do you charge for shipping?

Shipping is free for all products in Japan, including remote islands.

Shipping outside of Japan will incur additional shipping charges.
The shipping fee is calculated on the checkout screen according to the destination (country) and weight of the item.

Q. Where do you use the shipping service?

Within Japan, we generally ship using "Yu-Pack".
If you are only sending small items such as care products, you may use "Yu-Packet".

Shipments outside of Japan will be made via DHL.

Q. Can I track my parcel?

Yes it is traceable.
All items are shipped via a trackable shipping service.
We will inform you of the tracking number in the email sent after the shipment is completed.

Q. How long does it take for the product to arrive?

(Shipping within Japan)

・After confirming your order, we will ship it within 2 business days, excluding holidays.
・We are closed on Wednesdays and Sundays, and may be temporarily closed on other days.
・Although it depends on the region, weather, traffic conditions, etc., it can be delivered on the next day or the day after the next day in most cases.

(Shipping outside Japan)

・After confirming your order, we will ship it within 2 business days, excluding holidays.
・We are closed on Wednesdays and Sundays, and may be temporarily closed on other days.
・The number of days required for transportation varies depending on the region and customs conditions.

Q. Can I specify the arrival date and time?

You can specify the delivery date and time for shipping within Japan using Yu-Pack.
However, the date you can specify will be a date after 5 business days from the order date.
If you do not specify the arrival date and time, we will deliver it as soon as possible.

If you would like to specify the arrival date and time, there is an input field in the "order details" part of the shopping cart screen, so please select there.

It is also possible to specify only one of the "desired delivery date" and "delivery time zone".

Q. Where are the products in stock?

All are stored in Japan.
For security reasons, we cannot tell you the exact location, but we store them in multiple locations that are well equipped with storage conditions and security equipment.

Q. Do you clean or polish your products before shipping?

We clean and polish the products before packaging them for shipping.
In addition, if there is a period of time between taking the product photo and shipping, we clean it regularly.
During the cleaning process, minor wear and dirt may appear differently than in the photo, but please understand this is due to the nature of antique items.

If you would like to polish it yourself or prefer a dark texture, we can send it to you unpolished, so please let us know in the comments section.

[About payment]

Q. Are taxes included in the displayed price?

For orders from within Japan, all displayed prices are tax-inclusive (price including consumption tax).

For orders from outside of Japan, import taxes will be charged in addition to the amount you received at the time of ordering.
You are responsible for paying taxes.

Q. Is it possible to pay in installments?

We only accept payments in installments using ShopPay.

Alternatively, after making a lump-sum payment with a credit card, you may be able to use the credit card's services such as ``later installment'' or ``later revolving''.
Please contact your credit card company regarding credit card services.

Q. My credit card is showing an error, what should I do?

There are various reasons for this, such as entering the wrong credit card number or security code, or exceeding the limit.
Since we cannot find out the individual reasons, please contact your credit card company.

There is a possibility of trouble with this payment system, but in that case, we will post it on the "Notice" on the top page as soon as we know it.

Q. If I purchase the product by cash on delivery, what payment method can I use when the product arrives?

We use the Yu-Pack cash-on-delivery service.
Currently, we only accept cash.
Please pay cash to the delivery person when you receive the item.

Q. If I pay by cash on delivery, is there a cash on delivery fee?

All shipping charges will be borne by our shop.

Q. If I pay by bank transfer, will I be charged a transfer fee?

The transfer fee will be borne by our store.
When transferring the product price to the bank account specified by our store, if there is a transfer fee, please transfer the amount after deducting the transfer fee from the product price.

[About returns and guarantees]

Q. Can I return the product?

Of course, if the product you receive is different from the product photo or description on the product page, or if the product you receive is broken, etc., and this is for our responsibility, you can return the product.
We will refund the full amount, including return shipping costs.

We also accept returns for customer reasons such as the color or texture being "different from what I expected."

For more information, please click here.

Q. The product arrived damaged. What should I do?

I am very sorry.
Although the item is packed securely, it may be damaged due to impact during shipping.

We cannot respond without confirming the situation, so please take a photo of the damaged area and contact us via email or LINE with the photo attached.

If it is difficult to show the movement of the clock with a photo, please explain the situation.

If you can prove that the damage was caused by the delivery company dropping the package, etc., you may be eligible for the delivery company's warranty.
It would be helpful if you could take photos of any scratches or stains on the outer cardboard box, and contact us with the item in its original condition.

Q. The product has scratches or defects. Is this covered under warranty/return?

Due to the nature of antique products, there may be small scratches, stains, dents, etc.

In addition, there are some watches that do not function as if they were brand new.

We take product photos from all directions as much as possible, and any noticeable scratches or defects are explained in the product description or video, so please be sure to check them carefully before purchasing.

We will accept returns if there are scratches or stains that are not shown in the photos or videos, or defects that are not explained in the product description.
First of all, please contact us by email or phone.

Q. Do you have a product warranty?

Naturally, antique items do not come with a manufacturer's warranty.

We offer our own 1 month warranty on watches.
Please check here for details.

[About repair and maintenance]

Q. Can I ask for repairs and maintenance other than initial defects?

We will do our best to help you with any items you purchase from us.

This will vary depending on the type of product and the circumstances of the malfunction, so please contact us first by email or phone.

Q. Can I ask for an estimate of repair and maintenance costs?

Please let us know the details of the situation first.

In the case of antiques, there is no set standard for the cost of repair and maintenance, so in most cases you will need to send the item in.

Q. Can you introduce me to a repair shop that can do repairs and maintenance?

First of all, please contact us with the detailed situation.

If the above does not solve the problem, please contact us using the form below.

Drop Us A Line

We’re happy to answer any questions you have or provide you with an estimate. Just send us a message in the form below with any questions you may have.

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