FAQ
We have compiled a list of the most frequently asked questions.
Please read this before contacting us.
Contact us here
[ Order-related:
If you do not receive the email, please check your spam box.
Also, if you create an account before placing an order, you will be able to check the status of your order on your My Page on the site.
Important notices such as shipping notifications will be sent via email, so please be sure to set up your email address below to allow receiving emails from us in advance.
Automatically sent email address: info@va1halla.jp
*It may take some time to send the email.
*If you have registered an incorrect email address, please contact us using the inquiry form.
QAbout payment methods
You can use credit cards, cashless payments, convenience store payments, deferred payment, etc.
Learn more
Q Returns and Exchanges
We do not accept cancellations or changes regarding returns or exchanges after your order has been received.Please check the size and color before purchasing.
If you receive a defective or incorrect product, please contact us using the inquiry form within 3 days of receiving the product.
If the product is defective, we will accept returns or exchanges.
No customs duties will be charged to you.
In the unlikely event that an incident occurs, the bill will be sent to our company, so please use our service with peace of mind.
*Limited to Japan
Q: Regarding changes to order details
Once an order has been completed, it cannot be changed (cancelled).
Please check carefully before placing your order.
[Items that cannot be changed after ordering]
▶ Add/delete products
▶ Options (size and color)
▶ Delivery address for ordered items (can be changed before shipping)
▶Payment methods
*If any of the above conditions apply, we will not be able to accept any changes after your inquiry.
*If you wish to change the shipping address after the product has been shipped, please contact the shipping company directly.
Please enter each coupon code when ordering. *Excluding automatic coupon reflection on LINE
If the discount is not reflected when you enter the amount, there may be an input error.
QAbout coupons
Please be sure to confirm the change before completing your order.
*Coupons cannot be used after an order has been completed.
QSome items are missing
We apologize for the inconvenience, but please contact us using the inquiry form .
In addition, if there is a delay in the arrival of some products, we may ship the products that are ready first if you purchase multiple items in order to deliver them to you as quickly as possible.
QHow to change the delivery address
[After placing an order]
If you would like to change your address after placing an order, please contact us directly via the inquiry form .
When contacting us, please let us know your order number and the postal code and address of the address you wish to change to.
[After shipping]
You cannot change the address on the website after the product has been shipped.
We apologize for the inconvenience, but please check the product's shipping tracking information yourself, and once the delivery has been completed by the delivery company in Japan, please contact the relevant delivery company's office directly to request a change of address.
Even if you order multiple items, we will only ship your order once all items are in stock.
If you are in a hurry, you can order a single item and have it shipped faster than usual.
*We may decide to ship some items at our discretion.
[ Shipping related:
QAbout shipping costs
For orders under 20,000 yen, domestic shipping is 770 yen. *1500 yen for Okinawa Prefecture
Overseas shipping fees: Varies by country. Shipping fees will be reflected at the time of ordering.
*If the total amount of your order after deducting the coupon/point amount is 20,000 yen or more, or if you are in the case of a free shipping campaign, the shipping fee will be free.
Q: When will the product arrive?
Delivery is expected to take approximately 7 to 20 business days (excluding weekends and holidays) after payment is completed.
Depending on the brand, it may take as little as 3 days or as long as 14 days or more for the item to arrive.
Once you receive the shipping confirmation email, your order will be delivered in approximately 3 to 5 days.
*Delivery dates may vary depending on the delivery company and customs inspection situation.
QCan I send other orders together?
Due to the specifications of our order system, products are shipped according to order number.
Please note that we cannot combine items with different order numbers.
QI want to check the order and delivery status.
[ How to check your order status:
① Click the chat button at the bottom right of the screen
② Click [Track your order] in the quick answer section.
③ Enter your order information. Your order number will be the number after the # in the email. Your email address will be the one you used when entering your order information.
④ Check order status
[ How to check the shipping status:
①You can check the delivery status using the tracking number provided in the shipping completion email.
Q: What happens after I place an order?
[Shipping process]
va1halla products are shipped internationally from overseas to Japan.
① The product is shipped from va1halla's logistics center to an overseas delivery agent.
② Shipped to an overseas delivery company
③ Products are shipped from the overseas delivery company
④ Customs inspection before shipping from overseas
⑤ Customs inspection completed
⑥ Aircraft loading
⑦ Goods departure
⑧ Arrival in Japan
⑨ Customs inspection in Japan
⑩ Domestic delivery in Japan (Sagawa Express or Yamato Transport)
[Shipping Notes]
*Please note that the time from the departure of the aircraft to delivery within Japan may vary depending on customs clearance and aircraft operations.
*For international deliveries, it may take some time for the delivery slip number (inquiry number) to be updated on the delivery company's website.
*Due to international shipping, the delivery address and date/time cannot be changed after shipping. Once the product tracking number is updated, you can specify the date and time yourself. Sagawa Express Smart Club
*The storage period for domestic delivery companies in Japan is 7 days, including the delivery date.
If you are not at home to receive your item, please contact the contact details listed on the delivery notice.
*If you do not receive your item within 7 days and it is automatically returned to our warehouse, you may be charged for any costs associated with your order, such as payment fees and shipping charges.
Please note that if we need to resend the item, shipping fees and other charges will be borne by the customer.
Q: I received a shipping notification but the tracking number is not displayed.
As this is international mail, the tracking number will be updated after customs inspection is complete.
It will take about 2-3 days for the changes to be reflected.
Please be aware of this in advance.
*Reflection may be delayed depending on the customs situation.
[ About the product
Q About product size
When purchasing a product, please be sure to check the product size details on the page.
Click here for details on how to measure from
*Sizes vary depending on the product.
*The size information is a guide only.
There may be a 1-3cm error in size depending on the measurement method, material, and design.
Q How to care for your product
[Washing method by material]
Click here for more information
[Notes and Information]
*In order to ensure that you can wear the items you purchase for a long time, we recommend that you dry clean all items sold on this site when washing them for the first time.
*We cannot accept returns or exchanges for products damaged after washing.
Q: There is a defect in the product I purchased.
[Information]
If we are unable to confirm that the defect is attributable to us, we may refuse to accept returns or exchanges in accordance with our terms.
In addition, if we are unable to immediately determine whether or not the product is defective, we may keep the product and contact you at a later date.
Please note that the following items do not constitute product defects.
[Contents that do not constitute product defects]
- Frayed threads, including those caused by lining and hem processing
・The zipper is difficult to lift
- Denim fading, denim color bleeding
・Smell
・Patterns such as stripes are not consistent
- Buttonholes are small or not open
Actual size may vary by 1-3cm
-Sheer, underwear visible
*Materials and some colors may change without notice.
We apologize for any inconvenience, but if there is any defect in the product other than those listed above, please contact us using the inquiry form .
In that case, please let us know your order number and product name to ensure smooth confirmation.
Q Can I check the product materials and details?
The materials are listed in the material information section on each product page.
If there is anything not listed or you have any questions about the product details, please contact us in advance.
Q Product sales period and inventory
Many items are sold out after one season or one production run, so we recommend purchasing any items you are interested in as soon as possible.
If you would like to purchase an item that is out of stock, you can use the "Request Restock" button on the product page to be notified when it is back in stock.
[ others 】
Q What are your customer support hours?
Our business hours are 9:00-18:00 on weekdays. We cannot respond to inquiries outside of business hours, such as on weekends and holidays. Thank you for your understanding.
In order to keep a record of our interactions with customers, we provide support via email or chat.
Please note that we cannot respond over the phone.
*Please note that we will post announcements on our website and social media regarding closures during Obon, Golden Week, and the New Year holidays.