FAQ

The AOKI GLOBAL Online Store is an online store bringing Japanese business casual brand AOKI to customers overseas. It allows even customers outside Japan to purchase AOKI products. The website also regularly brings you a variety of relevant information, such as new product information and hints on how to dress up our suits.

You may choose from English, simplified Chinese and traditional Chinese. Please change the language on the hamburger menu to the upper right.

If you would like to change the currency, click the “Currency Change” button on the hamburger menu to the upper right and select your local currency.

Yes, customers outside Japan can register as members. Please be sure to register as a member to receive benefits such as special members’ only coupons and campaigns. Customers living in Japan can also register as members. However, purchases cannot be made on the AOKI GLOBAL Online Store from within Japan, so please use the AOKI JAPAN Online Store.

There are several possible explanations.

• ■The email was sent to your trash or spam folder by mistake.
  Depending on your email client, emails from our company may have been mistakenly flagged as spam and put in the wrong folder (the name of the folder may vary depending on your email client).
• ■Please check your domain settings.
  Please turn off the domain rejection setting (emails from our company are sent from the domain aoki-style.com or aoki-global.com).
• ■You registered the wrong email address.
  If you followed the directions above and still have not received an email, please complete member registration again.

If none of these solutions resolve your issue, please contact Customer Service.

Click “Forgot your password?” near the log-in button and set a new password.

After logging in, you can change your information from “Edit account.”
*Even after cancellation, you may receive one or two more email newsletters. Thank you for your understanding.

You can unenroll from your “My Page.” For alternative ways to unenroll, please contact Customer Service.
Also, unenrolling as a member from the AOKI GLOBAL Online Store will not affect your membership at physical stores in Japan or the AOKI JAPAN Online Store.

Yes, you can make purchases without registering as a member.
We recommend registering as a member because you can receive benefits such as members’ only coupons and campaigns.

An email address cannot be registered more than once. We will check your registration information, so please contact Customer Service.

Please check the User Guide. The steps for making an order are explained there.

Customers can cancel an order within one hour of ordering. Registered customers can cancel from their “My Page.” Those who ordered as guests should check their order confirmation email, follow the “View your order” link to the AOKI GLOBAL Online Store, and cancel there. Customers cannot cancel an order when over an hour has passed.
If you would like to cancel an order more than an hour later, please contact Customer Service as soon as possible. We will check your request and notify you about whether or not cancellation is possible.

Also, please understand that cancellation is not possible if products have already been processed at our warehouse or shipped. Furthermore, it is not possible to combine or add items in existing orders.

There are several possible explanations.

• ■The email was sent to your trash or spam folder by mistake.
  Depending on your email client, emails from our company may have been mistakenly flagged as spam and put in the wrong folder (the name of the folder may vary depending on your email client).
• ■Please check your domain settings.
  Please turn off the domain rejection setting (emails from our company are sent from the domain aoki-style.com or aoki-global.com).
• ■You registered the wrong email address.
  Please check your registered email address on your “My Page.”

If you followed the directions above and still have not received an email, please contact Customer Service.

Please check your “My Page” or the order confirmation email sent to you after ordering.

Customers can cancel an order within one hour of ordering. Registered customers can cancel from their “My Page.” Customers cannot cancel an order when over an hour has passed. If you would like to cancel an order more than an hour later, please contact Customer Service. as soon as possible. We will check your request and notify you about whether or not cancellation is possible.

Also, please be aware that cancellation is not possible when items have already been processed at our warehouse or shipped. Items eligible for returns can be returned within 14 days of receiving them. Please check how to return items here.

Shipping costs are automatically calculated at the time of checkout based on the items in your cart and the shipping address you have entered.

Depending on product availability, orders may be shipped from the following business day to a maximum of five business days later. You can expect to receive your order within three to ten days after shipment. Orders may take time in certain cases, but we do everything we can to ensure speedy delivery. Please be aware that we do not ship on weekends or Japanese public holidays. The AOKI GLOBAL Online Store cannot take responsibility for any customs delays or unpaid charges. Once your order has been shipped, you will receive a shipping notification email with a tracking number. Please use this tracking number to check the shipping status of your order.

The shipping company cannot be chosen. We only ship with DHL.

It is not possible to change the shipping address once an order has been confirmed. However, customers can cancel an order within one hour of ordering. Please reorder with the correct address after making a cancellation.

Depending on product availability, orders may be shipped from the following business day to a maximum of five business days later. You will be sent a tracking number in the shipping notification email you receive after the product has been shipped. Please use this tracking number to check the status of your order after it has been shipped out.

If you do not receive an email or if the status of your order is still unclear after checking the tracking number, please contact Customer Service.

We accept over 35 methods of payment. Our primary payment methods are: Visa, Mastercard, American Express, PayPal and Diners, etc. However, we also accept many popular payment options offered locally in over 100 countries, such as Klarna, Alipay, KCP and Kakao Pay, etc. Please check the availability of any other payment methods at check-out.

Please enter your coupon code at the check-out page.
Only one type of coupon can be used at once; multiple coupons cannot be combined.

Also, AOKI product coupons for physical AOKI stores in Japan or the AOKI JAPAN Online Store cannot be used on this website.

Coupon codes cannot be applied after placing an order.
However, customers can cancel an order within one hour of ordering. After cancelling, please enter the coupon code and make your purchase.

With the exception of certain products (products on sale, etc.), products can be returned within 14 days after your receipt. Shipping costs when returning an item are paid by the customer, so you will receive a refund minus the shipping fees. Also, any customs fees or other taxes paid when ordering are excluded from the refund. Shipping fees will only be refunded in cases where the item received is defective or a different item was received than the one ordered. For more details, please check our return policy.

We do not provide exchanges, but customers can receive a refund.
Please order again after receiving your refund. However, the product you want may occasionally be unavailable when re-ordering. We appreciate your understanding.

We sincerely apologize. Please make an inquiry with Customer Service including the following information.

• ・The name of the person who placed the order
• ・The order ID
• ・Description of the issue
• ・Details of your order

You cannot return items to us that have been purchased at physical stores in Japan or from the AOKI JAPAN Online Store. Only items purchased at the AOKI GLOBAL Online Store are eligible.

Your money will be refunded via the payment method used to make the purchase. Please be aware that the number of days required for your refund may vary depending on your payment method.

If your item meets the conditions for return, it can be returned.
When set discounts or coupons have been used, there may be cases when no refund is possible due to the amount charged or the conditions of the discount or sale. Also depending on the details of such bulk purchase discounts, there may be cases where no refund can be made for the return of items due to not meeting the conditions of bulk purchase discounts.

Unfortunately, the AOKI GLOBAL Online Store is not able to offer tailoring services.
Please use a tailoring service near you. Also, please be aware that products cannot be returned to us after tailoring.

Some products are not available through the AOKI GLOBAL Online Store. For these products, you will be redirected to the AOKI JAPAN Online Store You can also make purchases while overseas from the AOKI JAPAN Online Store Please see the AOKI JAPAN Online Store Overseas Guide for details.
We also plan to gradually increase the product numbers handled by the AOKI GLOBAL Online Store.

We have a sizing guide. Please check the sizing guide.
*The sizes shown are based on Japanese size standards.

The details page of each item includes a size chart. Also, please check our sizing guide for item-specific size details or if you would like to find out your approximate clothing size.

Currently, our physical stores are only in Japan. We have approximately 500 stores in Japan, and some of these stores have introduced a tax-free service for customers from overseas. Please see information on our tax-free stores here.

Some of our stores have introduced a tax-free service for customers from overseas. Please see information on our tax-free stores here.

Some of our staff members can speak English or Chinese. Also, you can use a multi-lingual interpretation service for customers at all of our stores, so even customers who do not speak Japanese can enjoy shopping with us.

We accept various payment methods such as VISA, MasterCard, American Express, Diners Club, JCB, UnionPay (not available at all stores), WeChatPay, Alipay, and more.

Stores are open from 10 a.m. until 8 p.m.
However, hours may vary depending on the store and time of year, so please check the business hours of each store here.

Our stores offer tailoring services for a separate fee. Same-day service may be available for simple hem adjustments. Please consult with the store that you visit for details.

Yes, we offer personalized order services. After you choose the fabric and silhouette, and then select your fit and options, we will make a suit just for you. Please see details here. *From order to delivery requires approximately three weeks.
*The suits are normally picked up at our physical stores but can be shipped (including overseas) for an extra charge to those who have difficulty coming to the stores.

AOKI GLOBAL Online Store Customer Service
Inquiry Hours/10 a.m. to 5 p.m. (JST) except for Sat./Sun./Holidays
Emails received from customers will be read during business hours and responded to in the order received, but replies may take time depending on the details of the inquiry. We apologize for any inconvenience and appreciate your understanding.
*Orders are accepted 24 hours per day, including Sat./Sun./Holidays.
*Inquiries are accepted in four languages: Japanese, English, Simplified Chinese and Traditional Chinese.