Q&A

If you do not receive the order completion email, please check your spam box. If you are using a Japanese carrier email address (ezweb/softbank/au/docomo, etc.), you may not be able to receive the email properly. Please set the following email addresses to allow receiving emails in advance.

Email address: lilymoon.shop@gmail.com

We recommend using a free email address such as gmail. If you would like to change your registered email address, please contact us via the inquiry chat.

You can also check your ordered items from My Page > Order History.

As a general rule, we cannot accept any changes.

If you contact us immediately after completing your order and the product arrangement has not been completed, we may be able to accommodate your request. If you wish to make a change, please contact us via the inquiry chat.

However, changes cannot always be made, so please check in advance before placing your order.

Yes, it is possible.
When you complete your order, you can download a receipt from the order completion email.

We do not accept any cancellations after an order has been placed.

Please be sure to check before placing your order.

This is only possible if you contact us before the product is shipped. If you wish to do so, please contact us via the inquiry chat.

If you wish to change the delivery address after your order has been shipped, please contact the delivery company.

We are unable to ship items with different order numbers together.

・Credit card payment (VISA, MasterCard, Amex, JCB)
・PayPal
・Bank transfer ・Merpay ・PayPay
・LINE Pay
・Payment after delivery by Paidy (convenience store/direct debit)
・atone next month payment (convenience store/direct debit)
・atone Postpaid (convenience store/bank ATM)

Due to the nature of our payment system, we cannot change your payment method once it has been confirmed.

Depending on your payment method, payment may be made before the product arrives.
Please be aware of this in advance.

Same-day delivery ▷Expected to ship within 1-3 business days of order Normal delivery ▷Expected to ship within 5-15 business days of order (e.g. Monday-Wednesday = 3 business days, Sunday-Tuesday = 2 business days)

*We will ship as soon as all items are available. Please note that if you purchase same-day delivery items and regular delivery items at the same time, they will not be eligible for same-day delivery.
*Lolita products may take 2 to 8 weeks longer than the usual shipping period.

* Normally, items are shipped within 5-15 business days after payment, but depending on the warehouse and logistics situation, it may take additional days. Please be aware of this in advance.

When placing an order, you cannot specify a delivery date and time.

If you would like to specify a delivery date and time, please check the tracking number after the shipment has been completed and contact the delivery company.

Normally, you will be able to track your package 3-7 days after we notify you that your package has been shipped. Depending on the logistics situation, it may take an additional 1-2 days before your package can be tracked.

Please be aware of this in advance.

Depending on the availability of products, we may ship the products separately from those that are ready.
Please rest assured that there will be no additional shipping charges.

For items that have not yet been delivered, please contact us via the inquiry chat.

[Returns and exchanges]
If there is a defect or if the product you received is different from what you ordered, we will promptly exchange the product for the same one, or accept a return or refund.

Returns and refunds will be accepted within 3 days of receiving the product. We do not accept returns for personal reasons.

Please fill in the information below and contact us via the inquiry chat.

・Order ID
・Your name ・Registered email address ・Reason for return/exchange ・Photo of the product in question ・Photo of the barcode on the product label

 If the item is in stock, we will accept a return or exchange, if not, we will refund your money.

If there is a defect in the product you receive, we will promptly exchange it for the same product.

Please fill in the information below and contact us via the inquiry chat.

・Order ID
・Your name ・Registered email address ・Reason for return/exchange ・Photo of the product in question ・Photo of the barcode on the product label

 If the item is in stock, we will accept a return or exchange, if not, we will refund your money.

We do our best to reproduce the actual colors through color correction, but the colors may look different depending on your monitor environment and settings.

Please be aware of this in advance.

We currently do not offer gift wrapping services.
Please be aware of this in advance.

Weekdays 11:00-18:00. We cannot respond to inquiries outside business hours, such as on weekends and holidays.

Please note that we cannot respond over the phone.