FAQ

About AOKI-GLOBAL site

Membership Registration

Can I register from oversea?

Yes, registration from outside Japan is now open.
Once you register and become a member,

  • Members only coupons become available
  • You'll be able to join our members only campaigns

Click here for registration.

I set up my email address for membership registration, but I don't receive any email.

There are several possible factors.

  • Customers who use free email
    If you are using a free email such as yahoo mail, hotmail, or Gmail, our emails may be mistaken for spam and placed in the "junk mail" folder (the name of the folder may differ depending on the mailer). (The name of the folder may differ depending on the mailer.)
    If you do not receive our reply e-mail, please check your "Junk Mail" folder.
  • Check your domain settings.
    Please also remove your domain rejection settings. (All emails from us will be sent from aoki-style.com domain)
  • Incorrect email address
    The e-mail address you entered during registration may be incorrect.If you still do not receive an email by above both methods, please re-register as a member.

If you do not receive the e-mail by any of the above methods, please contact us.

I forgot my password.

Please click "Forgot your password?" on the login button to reset your password.

I want to cancel my membership.

Please contact us here.

I want to edit my registration information (unsubscribe from the newsletter)

You can edit your account from "Edit account" displayed after logging in.

Products on our website

How can I get the products on this website?

Our products can be purchased at both AOKI retail stores in Japan or on our website.

Inquiries

Questions and Inquiries

Customer Service(from overseas)from here
AOKI Customer Service hours are: Monday to Friday, 10:00 am~5:00 pm(JST), except Japanese holidays
Your email will be processed during office hours in the order it was received. Please be understand that it takes time to respond. We recommend that you check back with us if you don't receive any response from us for more than a week.

  • Contact us any time, including Saturdays, Sundays, and Japanese holidays.
  • We can assist you with Japanese, English and Chinese.

Shopping with us online

Shopping Online

Is there AOKI online store?

Yes, we have our own website available;
Click here to shop at AOKI

Purchace

How do I get AOKI products online?

Please see the below for purchase and forwarding service.
For more details, please see here.

Orders

Can I shop from outside Japan?

Yes, you can.
For more details, please see here.

Returns

How do I return, exchange, cancel the item that I already purchased?

Once you purchased the items and we sent out the order confirmation email, we don’t accept any cancellation, return or exchange.

Shopping with us at our retail store

Tax-Refund

Is there tax-refund?

Tax-Refund is available at some of our retail stores. Please see here to find out which store does tax refund.
We refund the sales tax charge equivalent with no handling fee charge.

Our Retail Stores

What's your store hours?

We are open from 10:00 am to 8:00 pm.

  • Depending on the stores and season.

Is there a translater on site?

We have English and Chinese speaking staff at our retail store in Tokyo.
Our staff can also help you with multiple languages using an iPad.

  • iPad with English, Chinese, Korean, Thai, Vietnamese are available.

Which payment methods do you accept?

We accept the following credit cards and payment methods:
VISA, MasterCard, American Express, Diners Club, JCB, UnionPay(only in some stores),
WeChatPay, Alipay.

Can the hemming be done on the same day?

Yes, we can do it for an additional fee.

Can you deliver the items that I purchased to the hotel I'm staying?

Yes, we can do it for an additional fee.

Can you ship my purchased items to the oversea address?

Yes, we can do it for an additional fee.

Do you have stores oversea?

Currently, we do not have any retail stores outside Japan.
For purchase, please use our online store.

Our products

Size

How do I know my size?

Please see the following to find out the size that fits your body type.
You can find out your size by measuring your clothing and body.
Click here for more information.

Do you have a size chart?

Please check the size chart from the following.
We have a size chart by item such as suits, slacks, shirts, etc.
Click here for more information.

If you're not sure about your size, please refer to the following to see how to measure your body size.

  • The measurements are in Japanese size.

Click here for more information on 'Find Your Size'.

Alterlation

Do you have alterations service?

AOKI online shop has the following alterations service available;
※If you use a purchasing agent (World Shopping Biz) to make your purchase, you will not be able to choose some alteration option. We'd appreciate your understanding in advance.

  • Pants hemming
  • Waistband adjustment (extend or unextend)
  • Anti-slip silicone attaching
  • Thigh chafing prevention (attach 'heart chic')
  • Custom name embroidery (personalize)

Please click here for more details.