Frequently asked questions

If you click "Forgot your password?" on the login screen, you will receive instructions on how to reset your password. Please follow the instructions to complete the procedure.

Please contact customer support with the following information you provided when registering.
・Name ・Telephone number
Inquiry form : https://store.latair.jp/pages/contact

There are cases where reply emails to inquiries or order completion emails are rejected by the receiving server.

Countermeasure 1: Check your email address
If you use an email address that contains consecutive periods (.), such as a carrier email address used on a smartphone, you may not be able to send or receive emails correctly.
(Example: abcd….ac..12@abcd.net)
If this email address applies to you, please contact us using a different email address.

Countermeasure 2: Domain specific permission
Please allow emails from the following domains to be received.
@latair.jp
*In particular, if you are using an "au" or "softbank" device and have set up the "Spoofed Email Rejection Settings," please be sure to specify and allow domains in the "Valid List" and "Rescue List" of the Spoofed Email Rejection Settings.

If you are unable to confirm your email, please register using a different email address.

お届け先ご住所の番地記載漏れのご登録が増えております。
正しいご住所の記載がないとお届けができません。お届け先ご住所の番地記載漏れがあった際にはカスタマーサポートよりメールにてご連絡をしております。お荷物が届かず、お問い合わせの返信もご確認いただけない場合はご登録のメールアドレスでご返信が受け取れていない可能性がございます。
別のメールアドレスをご利用の上、ご連絡をお願いいたします。

＜自動キャンセルについて＞
ご住所確認のメールにご返信いただけない場合、メールご連絡日より5営業日後にご注文は自動キャンセルとなります。商品の在庫状況によっては再購入いただけない場合がございますのでご了承ください。
・コンビニ決済、ペイジー決済をご利用の方はご返金のお手続きが必要となりますので必ずご連絡をお願いいたします。
・上記以外の決済方法をご利用の方は自動でご返金となります。

The following payment methods are available.

<Immediate payment>
・Credit card payment (VISA, MASTER, JCB, American Express)
・Apple Pay
・Google Pay

<Shipping after payment>
*Not available for pre-ordered items. Pay-easy payment and convenience store payment

If you purchase a pre-order item, payment will be made immediately regardless of when the item is shipped.
Convenience store payment and Pay-easy payment are not available.

Our shop does not issue paper receipts.
You can download it from the following page, so please use it when necessary.

Receipt/invoice issuing page :
https://app2.logiless.com/my_page/18493
Please enter the following information to log in and download.
・Order No.
・Email address registered when ordering *Download period: 3 months from product shipment

Our shop does not issue delivery notes due to the need to conserve resources and protect personal information.
If you would like to check the details of your order, please check your purchase history on My Page or check your order completion email.
You can also download the delivery note from your My Page below.

Receipt/invoice issuing page :
https://app2.logiless.com/my_page/18493
Please enter the following information to log in and download.
・Order No.
・Email address registered when ordering *Download period: 3 months from product shipment

Pre-order items : Shipped sequentially from the release date listed in the product details
Regular products : Products will be shipped within 4 business days after your order (payment) is completed (excluding New Year's holidays, long holidays, and Golden Week).

If you have entered a desired delivery date, that date will be followed.
*If you use Pay-easy or convenience store payment, we may not be able to deliver your order on the date you requested depending on the date of payment. In that case, we will ship your order as soon as possible.
*Delivery may be delayed due to bad weather, the convenience of the delivery company, or other reasons.

You can specify any delivery method other than pre-order items and delivery by post.
Please specify on the order screen.
*Delivery may be delayed due to bad weather, the convenience of the delivery company, or any other reason.
*If you use Pay-easy or convenience store payment, we may not be able to deliver your order on the date you requested depending on the date of payment. In that case, we will ship your order as soon as possible.

Free shipping on purchases over 10,000 yen.
For purchases under 10,000 yen, shipping costs are 800 yen.
*Shipping fee for Okinawa Prefecture only: 1,500 yen. Delivery by post (mail) is 450 yen.

If you cannot specify delivery by mail, your order may exceed the capacity limit or the item is not eligible for mail delivery.

We take every precaution to ensure the quality of our products, but if there is any defect in the product you receive (such as a defective product with dirt or damage, or a product or price error), please contact us using the inquiry form within 7 days of receiving the product.

Exchanges may not be possible depending on the availability of the product.
In that case, please note that we will handle the matter by returning the product and refunding the purchase price.

<The following items will not be eligible for exchange, return or refund>
・When the above inquiry period has passed since the product arrived. ・Products that have been used, washed, or have had the tags removed. ・Products that have become soiled, damaged, or scratched by the customer. ・When we have determined that the defect occurred after use, rather than being an initial defect of the product. ・When the defect is due to the customer's circumstances (size does not fit, product is different from what you expected, wrong order, etc.)

<If the shipping box (cardboard box) is damaged or soiled>
If the shipping box is damaged when you receive the product, please check the contents on the spot to make sure there are no defects in the product, or contact the office in charge of delivery.
Please note that mail delivery is not covered by compensation for damage or soiling of the product, as it is delivered to your mailbox.

<How to exchange or return a product>
Please fill out the necessary information below and contact customer support.
■Required information ・Name
・Registered email address ・Order number
・Product name ・Details of the damage or stain ・Please attach a photo of the defective part (format: JPG, JPEG, PNG / file size: up to 2MB)
■Inquiry form:
https://store.latair.jp/pages/contact
Once you contact customer support, we will contact you within 3 business days.

＜I received a different product from the one I ordered＞
If you receive a product that is different from the one you ordered, please fill out the following information and contact customer support within 7 days of receiving the product.
・Name
・Registered email address
・Order number
・Order product name
・Product name sent by mistake■Inquiry form:
https://store.latair.jp/pages/contact
Once you contact customer support, we will contact you within 3 business days.

Please use the tracking number provided after shipping to contact the shipping company to forward the package.
If you are unable to resolve the issue using the above methods, please contact customer support.
Contact form :
https://store.latair.jp/pages/contact
*Please note that depending on the timing of your contact, we may not be able to accommodate your changes via support.

For inquiries regarding product shipping, order details, or other matters related to this site, please contact customer support.
Contact form :
https://store.latair.jp/pages/contact

This site cannot answer inquiries about anime broadcasts or other matters other than mail order, so please contact the inquiry desk for the work.