User Guide

About Ordering

How to Order

1. 1） Please check your language and currency settings.
   Please choose from English, Simplified Chinese or Traditional Chinese. Please change this using the menu to the upper right. Similarly, if you would like to change the currency, click the “Currency Change” button in the menu and select your local currency.
2. 2） Please select the product(s) that you want to purchase.
3. 3） Put your selected product(s) in your cart.
4. 4） Proceed to check out.
5. 5） Enter your shipping address information.
   If you are a registered customer, please log in. If you would like to place an order without completing customer registration, please enter your shipping address information and proceed.
6. 6） Select your shipping method.DHL Express shipping is available.
7. 7） Enter your payment information.
   Payment methods vary by country. If you have a coupon code or store credit, please enter that information here. The payment amount displayed may or may not include shipping fees and processing fees such as custom fees that vary by country.
8. 8） Complete your purchase.When you complete your payment, the payment completion screen will be displayed. Please also check the payment completion email that will be sent to your registered email address.

Orders may be canceled due to limited stock or problems with payment method. For details, please contact Customer Service.

About our Products

About Sizes

Please see our size guide for details.

About Alterations

Some products handled by the AOKI GLOBAL Online Store require alterations (raising hems of suit pants, etc.)
Unfortunately, the AOKI GLOBAL Online Store is not able to offer clothing alteration services. Please use a tailoring service near you.

About Payment

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.

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

About Shipping

Shipping Method

Items will be sent to your shipping address from our Japanese warehouse via DHL.
You cannot select a different shipping company.

For delivery details after product shipment, you will receive a shipping notification email with a tracking number after your products have shipped. Please use this tracking number to check the shipping status of your order.

■DHL Package Inquiry Service (external website）

Delivery may not be possible if your address is unclear due to any missing information such as street address or apartment number, etc.
When placing an order, please be careful not to make any mistakes in your shipping address

About Delivery

Depending on product availability, orders may be shipped from the following business day to a maximum of six business days later. You can expect to receive your order within three to ten standard business 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.

About Shipping Costs

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

About customs fees and other taxes

Taxes, customs duties and other customs processing fees are handled differently depending on the destination country. At the time of purchase, for most countries the duties and consumption tax are included. When that is the case, additional payment is not required at the time of delivery.

For details, please see our Terms & Conditions.

About Cancellations, Returns and Exchanges

When your product arrives, please swiftly check to make sure that the items you receive match the items you ordered. We do our best to ensure that our product photos accurately recreate the items, but there may be minor discrepancies depending on the monitor used.

About Cancellations

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. Furthermore, it is not possible to combine or add items in existing orders.

About Returns and Exchanges

We do not provide exchanges, but customers can receive a refund.

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.

If you have received an item in poor condition, such as with damages, or an item different than what you ordered, please contact Customer Service as soon as possible. We will send you a refund.
Please make sure to check the condition of your items after receiving them. If your items are incorrect or defective, please send Customer Service an inquiry including the name of the person who placed the order, the order ID, a description of the damage or issue and a description of your order.

*Orders may be declined or canceled when our company has determined malicious intent, such as with excessive, repeated returns.

How to Make a Return

After checking our Return Policy, please follow this procedure.

1. 1)　If you wish to make a return, please make an application via the Return Portal on our website.
2. 2)　Please send the product back using our designated shipping company.
3. 3)　When we receive your items to be returned, we will inspect the products. If the conditions of the Return Policy are met, we will process your refund.
4. 4)　When we send your refund, 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, etc.

Conditions for Returns and Exchanges

For items purchased on the AOKI GLOBAL Online Store in the wrong size or items that are different from the image presented on our website, etc., please apply for a return within 14 days of receiving the product. Also, please be aware that purchases cannot be returned when the following conditions apply.

1. - After the 14-day return period
2. - Accompanying items such as the product tag, packaging, novelty items or buttons, etc., are missing or damaged
3. - Items have been hemmed or tailored
4. - Items have been used (items used briefly such as when checking the fit can be returned)
5. - Items have been washed or dry-cleaned
6. - Items are damaged or dirty due to customer actions
7. - Men’s or women’s underwear
8. - Any items purchased at physical AOKI stores
9. - Any items purchased at the AOKI JAPAN Online Store

About Shipping Companies for Returns

We cannot take responsibility for loss or damage to returned items shipped by companies other than our designated shipping company. We will send a DHL shipping label to customers who contact us about making a return. Please put this shipping label from us on your package and send it back.

About Refunds

When we send your refund, 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 credit card company, etc.

Customer Service

How to Contact Us

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