Ordered items cannot be cancelled. Please check carefully before placing the order.
You can change your order before the shipment. If you want to change your order, please contact our customer support team from Contact」。
In case you have trouble ordering online, please contact our customer support team here.「Contact」
If you register for restock waiting list on desired item page with your email address, we will send you a notification once the item is restocked.
About MY Aww
Checkout process will be faster if you make the account. Also, members can manage points, receive coupons, view order tracking and more.
Your account can be easily renewed or modified in MY Aww account setting. Please contact our customer support team via phone call or contact form to delete your account.
・The e-mail address entered is incorrect Please re-confirm e-mail address and try again.
・The e-mail is sent to spam folder automatically. If you are using free providers such as Hotmail or Yahoo!, your e-mail may be end up in the spam folder. Also depending on the e-mail software and anti-virus software settings, e-mail may be sent to spam folder or deleted automatically.
・E-mail setting is set to block our e-mail. If your e-mail software has anti-spam filter, please change the setting to receive the domain “@movedinc.com”. Also in case you are using mobile e-mail, the e-mail may has a setting to reject e-mails from the Internet. Please refer to website of the provider or help page on software for more details.
・E-mail address registered is “@i.softbank.jp”, “@softbank.ne.jp or “x.vodafone.ne.jp” For some customers who use the address issued by SoftBank, there are cases where the spam prevention filter on the server side works strongly and may not be able to receive the e-mail correctly even though the setting has not been set by the customer. Please set the domain of "@ movedinc.com" to the list of permitted reception, or try using another e-mail address. (Please refer to SoftBank's support page for how to set the reception permission list.)
You can proceed from "View and change the customer information" in MY Aww page.
Please access MY Aww and select "Forgot your password?" to set a new password. E-mail will be sent to your registered e-mail. Please follow the procedure in the e-mail to set a new password.
About shipment and shipping fee
You can always check the status of your order in your MY Aww account. Once your order is completed, you will receive a shipping notification and you will be able to check your delivery status online.
Your purchase will be shipped from our warehouse within 7 business days. Estimated time for arrival is 2-3 business days.
Our shipping fee is 650 JPY per package within Japan (1,200 JPY for Okinawa and remote islands) However, free shipping applies for following cases. ・Total purchase is more than 8,000 JPY (with tax) per package. ・If your purchase includes shipping free items. ・If you placed an order during the free shipping period.
Yes, it's possible.
For shipment to all countries,
3,000JPY shipment fee for purchase less than 10,000JPY, free shipping for purchase more than 10,000JPY.
Purchaser will pay tariffs and other import fee if cost
You will receive a delivery notice if you were absent at the time of the delivery. Please follow the procedure on the delivery notice to coordinate re-delivery. Shipment company has 7 days to keep the package after the shipment. If the package could not be delivered for a long time, the product may return to the shipping center (our distribution center) and the order may be canceled. Thank you for your understanding.
Usually, we request billing to payment company at the time of shipment. Withdrawal date depends on the credit card company. Please contact the credit card company for details. * Due to the shipping system, we cannot change the billing request date.
We accept credit cards, Amazon Pay, Paypal, Google Pay, GMO Postpay.
GMO Postpay is a payment method which you pay for the goods after the goods have been delivered. After the shipment, we will send you a payment slip separately so please pay at the convenience store, bank or via LINE Pay. ※Please note that the total payment will include 330 JPY commission with the item price. ※In case of bank transfer, the commission must be paid by the customer. The account number of the transfer account will be different in every transaction, so please check the account number on the invoice carefully.
■Payment due Please pay within 14 days of invoice issue date. The payment due is also written on the invoice.
■Postpay commission 330 JPY (includes tax) ※In the payment slip, we will list the amount of 330 JPY added to the product price. Please note that it is different from the amount stated in the confirmation email sent when the purchase is completed.
■Attention ・There is a review for using this payment method. Depending on the examination result, "GMO Postpay" may not be available. In that case, please choose another payment method. ・"GMO Postpay is a service provided by GMO Payment Service Co., Ltd. The Company will provide personal information to GMO Payment Service Co., Ltd. within the scope of the service and transfer the receivable. ・The limit is 55,000 JPY (including tax) for GMO Postpay cumulative total. ・Postpay is not available if the delivery destination of the product is "logistics company", "post office", or temporary stay such as "school", "hospital", or "hotel". Product transfer service is not available. ※It is possible to deliver to your work address. In that case, please state that it is your office after the address. ※It is possible to use the temporary address for gift delivery.
Postpay slip is issued and sent a day after the shipment. You may have to wait up to one week after the item has been delivered. We will re-issue the slip if you haven't received after one week. Please double check your address and contact us here. 「Contact」
If you lost your postpay slip, we can re-issue it. Please contact us here. 「Contact」
We will guide you through the payment method. Please contact here.「Contact」 We can re-issue the transfer slip if you do not have it. Please contact us via contact form.
Due to our payment system, discount with points is eligible for product only. Shipment and commission are not applicable. Please input the points equivalent to the desired product price (excluding tax).
Returning goods, exchange and warranty
We only accept the items that have defects. Returns or exchanges for the following reasons may not be accepted or you may be responsible for returning or exchanging shipping costs. Please contact us here.「Contact」 ・Returns or exchanges at customer convenience (items are not how you imagined, wrong order, etc.) ・Items that have passed 8 days or more after their arrival ・Items that are already used ・Items that have dirts or scratches under the customer
・Depends on the product. ◼️Suitcase If a problem occurs with normal use during the warranty period (within 2 years from the purchase), if it is considered that a problem or defect was caused in the manufacturing process or parts itself, in such case, the product will be repaired free of charge. If any defects are found, please contact us with proof of purchase date and warranty. If the repair is found to be difficult, we will replace it. Please note that under the following conditions, free repair will not be possible even during the warranty period. ・After 2 years from purchase ・If there is no warranty certificate and there is no proof of purchase date ・Traces of intentional rewriting such as dates. ・Problems caused by external factors such as fire, earthquake, storm and flood damage, salt damage, pollution, other disasters and wars ・Problems caused by dropping, misuse, abuse ・Disassembly, remodeling, problem caused by incorrect repairs ・Damage or superficial damage caused by improper handling or misuse during transportation by airlines or other transportation ・Damage caused by high temperatures, solvents, acids, water, rain, etc. ・Damage related to belongings stored inside the suitcase or cost related to loss of the opportunities etc. ・Deterioration and wearing of caster parts in normal use ・Surface scratches, dirts, cuts, dents, color fading in normal use p>
If damage occurs during transportation, please contact the shipping company for repairs and compensation. If you are subscribed to travel insurance, please contact your insurance company in case of damage. Please note that we do not guarantee damage during transportation. p>
Care and repair of products
If you have a warranty card and proof of purchase date, and if there is a manufacturing defect or initial defect, we will repair it free of charge within the warranty period (2 years from the date of purchase).
If you wish to repair for reasons other than manufacturing defects or initial defects, we will repair it for a fee. If you wish to repair, please contact us from the "Inquiry Form".
Only in the case of manufacturing defects and initial defects, we will repair free of charge within the warranty period (2 years from the date of purchase).
In other cases, repairs will be charged regardless of the warranty period.
We will look at the actual product or photos and make a judgment.
If you need repair for the suitcase, please contact us via our contact form.