INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

How do I place an order?

Browse our collections, choose your preferred size and quantity, then add the item to your cart. Proceed to checkout and follow the steps to complete your purchase.

Can I change or cancel my order?

Orders can only be modified or canceled before they are processed for shipping. Please contact us as soon as possible if you need assistance.

Will I receive an order confirmation?

Yes. After placing an order, you will receive a confirmation email with your order details.

Do you ship to Japan?

Yes. We ship across Japan as well as to selected international destinations.

How long does shipping take?

Domestic shipping within Japan typically takes 2–5 business days. International delivery times may vary depending on the destination.

How can I track my order?

Once your order has been shipped, a tracking number will be sent to your email.

Can I return or exchange items?

Items may be returned or exchanged if they are unused, in original condition, and returned within the allowed return period.

How do I start a return or exchange?

Please contact our support team with your order number and reason for the request. We will guide you through the return process.

Are sale items eligible for return?

Items purchased on sale or during promotional events may not be eligible for return unless the item is defective.

How do I choose the right size?

Each product page includes a Size Guide with detailed measurements to help you select the correct size.

Will sold-out items be restocked?

Some items may be restocked depending on demand, while limited collections may not return once sold out.

Are product colors exactly the same as shown online?

We try to display colors as accurately as possible, but slight differences may occur depending on screen settings.

What payment methods do you accept?

We accept major credit cards and other payment options available during checkout.

Is my payment information secure?

Yes. All transactions are processed through secure payment gateways.

Will I need to pay customs or import duties?

For international orders, customs fees or import duties may apply depending on your country’s regulations. These charges are the responsibility of the customer.

How can I contact Degrey?

If you have any questions, please contact us:

Email: support@degrey.jp