We cannot accept changes, additions, or cancellations (including partial cancellations) of your order after it has been confirmed.

[Notes]
If we receive repeated cancellations or returns, we may refuse to accept future orders.
- We cannot accept any changes or cancellations to orders for "customized products" or "sale items."

We cannot accept changes, additions, or cancellations (including partial cancellations) for sale items after the order has been confirmed.

Returns and exchanges are not possible.

▼You can check your order history on My Page .

• We usually ship within 2 to 5 business days after your order is placed .
  (Excluding weekends, holidays, New Year's holidays, Golden Week, and summer holidays)
  *Excluding sale items and made-to-order items *For sale items, it may take 7 to 10 days from the time of order until delivery.

• Delivery dates can be specified within 10 days after 4 business days from the order date.

Shipping is free if the product price is 11,000 yen (tax included) or more.

If the product price is less than 11,000 yen (tax included), a flat rate of 770 yen (tax included) will be charged nationwide.

Delivery is limited to within Japan.

Regarding orders from overseas
▼Global Shipping Now Available
Please check the information page.

Gift wrapping is available for an additional fee.
For more information , please see our User Guide: Gift Wrapping .

We do not provide gift wrapping.

Instead, we have message cards available for you to use.

Regardless of whether gift wrapping is provided or not, our online shop does not send a purchase invoice or receipt with your order.

If you request gift wrapping, the price tag will be removed when the item is delivered.
Please note that we cannot accept price removal only.

We cannot accept your request.
Please place an order for each delivery address.

For all orders, payment must be made within 7 days of placing your order .
*Including made-to-order and pre-order items

The withdrawal date will be based on the terms and conditions of each credit card company, so please check your credit card statement.

Please check the tracking number from your My Page or the shipping completion email, and arrange for redelivery via the Yamato Transport website.

If you are unable to receive your package within the storage period due to a long absence, we may return the package to you and cancel (return) it.

*Excluding sale items, made-to-order items, etc.

The issuer of the receipt will vary depending on the payment method.
For details , please see the User Guide: Receipts .

We do not send notifications or emails when items are back in stock.
Please check the individual product information pages for restock information each time.

The product is guaranteed once your order is confirmed .
The item is not secured when it is in your cart.
The product you want may be sold out before you confirm your order.
Please be aware of this.

Customized products such as the Name Series and regular products cannot be ordered together as they have different delivery times.
Please place separate orders.

Items purchased through our online store can only be returned through our online store.

We will not accept any items brought to a Familia Shop.

The return process will take approximately two weeks after the product arrives at our company.

We will contact you by email once the refund process is complete, so please wait a little while.

We will not contact you when the product arrives at our company.
Please return the item using a shipping company with a tracking number.

Exchanges cannot be made through the online shop.

Please return the product you have and place a new order for the product you want.

For details , please see the User Guide: Returns Policy .

There is a character limit of 16 characters for "city/ward/town/village," "address," and "building name."

Therefore, there is a character limit of 16 characters for "city/ward/town/village," "address," and "building name."

<Example>

Address: 〇-△-□□□□ (room number)

Building name: Apartment name (up to 16 characters)

Regarding membership information and delivery address,

If the apartment name is long, please register using the above information.

We cannot ship items together.
Shipments will be made according to your order number.
Shipping fees will be charged according to the amount of each order number.

By registering for Shop Pay, you can easily make payments the next time you make a purchase by simply entering the 6-digit Shop Pay code (SMS authentication) sent to your mobile phone number, without having to enter your shipping address or credit card information.
For more information , please see About Shop Pay .

You can order up to 17 items per order.

If the sender information is different

On the payment screen, please select or enter the correct information using the "▽" button at the bottom right of the "Sender's (the person requesting the delivery slip) information" field .

Regardless of whether gift wrapping is provided or not, no purchase details or receipts will be included .
Also, once your order has been confirmed, we are unable to change the sender information due to our system, so please contact the recipient.

▼Please check the shop information .

The response varies depending on the store.

For more information, please contact the Familia store of your choice directly.

▼Shop information here

The products and sizes available vary by store.

For more details, please check the shop information .

As of the end of January 2023, we have discontinued the service that allowed you to check store inventory and reserve items from our online shop.
If the item is in stock, please use the store pickup service (Familia Members registration required).

▼Please make your reservation via the event page .

Reservations are only accepted via the web.

▼Please make your reservation via the event page .

You can cancel your reservation from your My Page until 23:59 on the day before the event.

For details, please see the User Guide: Event Cancellations .

Some events are adult only.
Due to the specifications of our system, even if your child is not participating, unless you select the "Number of children participating" item,
Your settings are such that you cannot proceed with the reservation process.
If you have any questions, please contact us.

We apologize for the inconvenience, but even if the screen displays "Reservation accepted," your reservation may not be complete.
Please note that your reservation will be officially completed once you receive a confirmation email and the reservation details are reflected on your My Page.
If the event is not reflected in "Events currently booked," your reservation has not been completed successfully.
If there is availability for the event, please rebook.

You can check the size of each product on the product information page under "Finished Dimensions."

For items that come into direct contact with your skin, we recommend washing them with detergent, as washing helps them absorb moisture better.
When washing, be sure to use plenty of water and rinse thoroughly to ensure no detergent remains.

We recommend washing in the following way:

・Liquid temperature: 40℃ max.

・Hand wash (wash separately, spin dry immediately, do not leave wet)

・Bleach: Oxygen bleach can be used, but chlorine bleach is prohibited.

・Do not tumble dry

・ Hang to dry in the shade

・Iron: Maximum bottom temperature 150℃

However, do not iron the synthetic leather parts such as the handles and bottom.

・Dry cleaning with petroleum-based solvents is possible

- Wet cleaning with gentle operation is possible

Currently, there are no Familia shops selling fabrics.

Sales of gift certificates and gift vouchers have ended. We apologize for any inconvenience.

There is no notification service for restocks.
We apologize for the inconvenience, but please check the product page each time.

We only accept repairs to the handle.

Depending on the product and design, there are some items that we cannot accept.

Please consult your nearest Familia shop.

If repairs are possible, we will provide you with a replacement school bag.

Please consult your nearest Familia shop in advance.

We sell parts for some products to assist with repairs.

Please contact your nearest Familia shop or customer service center.

▼Shop information here

▼Click here to contact the Customer Service Center

Only size exchanges are possible.

* Products that cannot be returned or exchanged

Please contact a Familia shop that can handle the exchange.

We will check the product and only accept exchanges that are possible based on our company standards.

▼The stores where you can exchange your item are as follows:

• Daikanyama store
• Familia Hiroo store
• Niigata Isetan Familia
• Kobe Main Store
• Familia Sanchika store
• Hankyu Umeda Main Store
• Ashiya Montemer store
• Familia Takarazuka store
• Nara Kintetsu
• Hiroshima Fukuya Familia
• Iyotetsu Takashimaya Familia

Please contact the Familia Shop where you purchased the item.

We will check the product and only accept exchanges that are possible based on our company standards.

For more information, please see ▼About Familia Members .

Please register using the following method.

1. Click the "Register as a new member here" button on the "Login" screen in the top right corner of the official Familia website.

2. Enter your email address and press the "Send" button.

3. A verification email will be sent to your registered email address. Please complete your membership registration using the URL in the email.

Membership cards are not issued.
By presenting your My Page, we can confirm that you are a Familia Members member.

We apologize for the inconvenience, but please contact our customer service center.
▼Click here to contact the Customer Service Center

If you cannot log in because you do not know your password,

Please reset your password using the link below.

To reset your password, click here

After logging in, you can check it from My Page.

Points are valid for two years from the month in which they were last awarded.
If your purchase after using points is less than 1,000 yen (excluding tax), the expiration date will not be extended.
Please be aware of this.

You can change it on My Page.
After logging in, please make changes by clicking "Confirm/Change Member Information."

It is possible to combine.

We apologize for the inconvenience, but please contact our customer service center.
▼Click here to contact the Customer Service Center

Depending on the email software and settings you use, you may not be able to receive emails from us.
・Please specify the following domains as your recipients.

Information, newsletters, etc. [@ familiar.co.jp ]
Online shop orders [@ onlineshop.familiar.co.jp ]
Chat available [@fami-chat1950.mail.channel.io]
・Please check your spam and promotions folders.
・Please check that the email address you registered is correct.

Please change your membership information from My Page.

Please apply by clicking "Cancel Membership" at the bottom of your My Page.