Shopping Guide
Frequently Asked Questions
Q. Can I change the specified delivery date and time?
A.You may be able to change the delivery address and delivery date and time before products are shipped. Please inquire to ＜contact@keylimetokyo.com＞.
Q. I want to confirm that my order has been placed.
A.You can confirm from the order history in My Account.
Please log on from here and confirm the details.
Q. Can I cancel a product I have ordered?
A.You can cancel your orders if the products have not yet been shipped. Please contact ＜contact@keylimetokyo.com＞.
Q. Can I change my method of payment?
A.The payment method cannot be changed after an order has been fixed.
Q. I want to change the delivery address.
A.You can change the delivery address and delivery date and time only when the shipping status is displayed as “Not yet shipped”. Please inquire at ＜contact@keylimetokyo.com＞.
Q. I’m unable to log in.
A.One possible reason for being unable to log in is that member registration has not yet been finished.
To log on, please complete your member registration.
Here for member registration.
If you have forgotten your password, please reset the password from here.
If you have forgotten your email address, please inquire at .
Q. I cannot register as a member.
A.It is possible that you have already registered as a member with the same email address.
Please try logging on with your email address.
Q. My coupons disappeared when I cancelled an order.
A.Please understand that coupons will not be reissued if an ordered product is cancelled.
Q. If I apply for notification of restocking, will the product always be restocked?
A.Even if a customer wishes for notification of restocking, there may be cases where products cannot be restocked.
Q. Can I return products?
A.We do not offer product returns or refunds.
Q. The product that arrived is defective. Can I return it?
A.We do not accept product returns.
If a defective product or a product that differs from that ordered has been delivered, please inquire by telephone at 03-6303-1987 (+81-3-6303-1987 outside of Japan) (12:00-19:00, except on Monday to Wednesdays) or email from . We will immediately provide a replacement. (The company will bear the cost of forwarding).
If we cannot provide the same product, we will refund your money.
Q. What is the situation regarding replacement?
A.You can confirm the product return or refund status from the order history in My Account.
Please log in from here and confirm the details.
Products
About size
Size of our products based on our unique measuring method are stated under "Size" on the product pages.
※Depending on the product, the size can be 1-2 cm different.
About color
Images of products are shown in colors that are as close to actual products as possible.
※Differences in shade may arise depending on the customer's monitor settings.
Precautions regarding product handling
Please be sure to confirm the "Handling cautions" and "Care label" displayed on tags before using products.
About repair
We accept requests for alterations at our physical retail store. Concerning the feasibility and cost of alterations, please inquire at or our actual store (03-6303-1987 (+81-3-6303-1987 from outside Japan), 12:00-19:00, except Monday to Wednesdays).
Orders
How to order
Order products according to the following procedure.
1）Place a product in the Cart
Select the size and color of the product you want and click "Put in Cart".
2）Confirm products in the Cart
Upon confirming the contents, click "To the order procedure".
3）Login
Please login if you are already registered as a member.
If you wish to newly register as a member, please click "New member registration" and register.
If you are already logged in, go to 4).
4）Confirmation of order contents and completion of procedure
If you wish to use Shop Pay at the express checkout, please click your button of choice to move to the respective login page.
Upon confirming the delivery address, order contents and method of shipping, click "Go to payment".
5）Confirmation of payment method and billing address
Please select from the appropriate credit card.
※For the billing address, please select an address that matches with the card or method of settlement.
About canceling your order
Orders can be cancelled if products have not yet been shipped. Please contact ＜contact@keylimetokyo.com＞.
Following completion of cancellation, an "Order cancel" notification email will be sent.
About order status
Following completion of an order, you can check the order status on the URL page stated in the "Confirmation of order contents" email or in My Account.
・Order complete
The order procedure has been completed and products are awaiting the shipping procedure.
・Awaiting shipment
The ordered products are undergoing the shipping procedure.
・Shipped
The ordered products have been shipped.
About gift wrapping service
Gift wrapping is not provided.
Shopping cart expiration date
Products inside the Cart will not be deleted unless the cache or browsing history is cleared.
About orders without membership registration
Member registration is required to use "keylimetokyo.com".
Payments
Credit card
VISA, Mastercard, American Express, and JCB can be used.
[Number of payments]
The number of payments can be selected "Once" .
・Products will be shipped on the day of card settlement, and the name of the remittee will be KEYLIME TOKYO.
・If the credit card credit is not recognized when shipping the products, the order may be cancelled.
You will receive an email if the order is cancelled.
Reasons for failure to recognize credit may include the following.
Please confirm before placing an order.
・Expiration of the credit card's valid term
・Exceeding the limit amount
・Unauthorized use of credit card
・Suspension of use due to delayed payment, etc.
※To strengthen security, customers placing orders using a credit card may be asked to confirm their identity.
In such a case, we may temporarily "suspend shipping", in which case products may not be delivered by the desired date and time.
※Withdrawals will be conducted according to each credit card's membership terms and conditions. For details, please directly inquire at your credit card company.
※Only credit cards in the name of the registered member (the actual person) may be used.
Shop pay
You can pay for products by using the address and credit card information that are registered in Shop Pay.
[Number of payments]
The number of payments can be selected "Once" .
About receipts
To have a receipt issued, please contact ＜contact@keylimetokyo.com＞ following completion of product purchase.
Shipping
Domestic shipping
For orders of up to 22,000 yen, a shipping fee is added. For orders of 22,000 yen or over, no shipping fee is charged.
Domestic delivery method of goods
All products will be shipped by YAMATO TRANSPORT.
※You cannot designate the method of shipping.
Domestic delivery time
All orders are usually shipped within three business days after order placement (excluding Saturdays, Sundays, public holidays, and year-end and New Year holidays).
・To strengthen security, customers placing orders using a credit card may be asked to confirm their identity.
In such case, we may temporarily "suspend shipping", in which case products may not be delivered in the shortest possible time.
・Deliveries to Okinawa Prefecture take 3 days or longer; hence, deliveries take longer than usual.
Domestic delivery date and time designation
You may be able to specify the delivery date and time before products are shipped. Please inquire at ＜contact@keylimetokyo.com＞.
・Even if the delivery date and time are specified, delivery may be delayed due to traffic conditions, weather conditions and shipping conditions of the delivery company on the day concerned.
[Available time slots for designation]
AM (08:00-12:00) / 14:00-16:00 / 16:00-18:00 / 18:00-20:00 / 19:00-21:00
About delivery to YAMATO TRANSPORT sales office
Please confirm with YAMATO TRANSPORT upon preparing the "Tracking No." that is stated in the email notifying the completion of product shipping.
Depending on the method of payment, this may not be available in some cases.
YAMATO TRANSPORT inquiry desk
Telephone number for inquiries: 0120-01-9625, 0570-200-000
Open time: 8:00-21:00
International Shipping
・International shipping fees
Shipping fees are decided based on EMS rates.
Here for a table of EMS shipping fees.
・Shipping method for products
All products will be delivered by EMS.
※You cannot specify the shipping method.
※We cannot ship to countries not served by EMS.
Here for EMS shipping countries.
・Custom duty
Duty is not included in the total price at the time of settlement. Products will be shipped under DDU (duty unpaid) conditions. When products go through customs, duty and import tax may be levied depending on the destination country. Please understand that the amount of duty will be decided when products go through customs. If duty and/or import tax is imposed, you will be asked to pay it when the products are delivered. For details, please inquire at your local customs authorities.
[EMS]
Japan Post inquiry desk
Telephone number for inquiries:
+81570-046-666
Open time:
Weekdays 08:00-21:00
Saturdays, Sundays and national holidays: 09:00-21:00
Order summary
Multiple orders cannot be placed together.
Receiving delivery box
If you wish to receive products in a home delivery box, you may be able to specify before products are shipped. Please inquire at ＜contact@keylimetokyo.com＞.
Designation of placement
If you wish to have products left in front of your door or a designated area, you may be able to specify before products are shipped. Please inquire at ＜contact@keylimetokyo.com＞.
About change of delivery address and delivery date and time
You may be able to change the delivery address and/or delivery date and time before products are shipped. Please inquire at ＜contact@keylimetokyo.com＞.
Check delivery status
To confirm the shipping status, click on "Monitor order" in the "Order contents confirmation" email. You can also confirm from My Account.
For inquiries related to shipping, please confirm with YAMATO TRANSPORT (0120-01-9625, 0570-200-000, 8:00-21:00) upon preparing the "Tracking No." that is stated in the email notifying the completion of product shipping that is sent when the products have been shipped.
Receiving period of goods
If you are absent, you will receive an absence notification from YAMATO TRANSPORT. Please arrange redelivery according to the absence notification.
Returns, Exchanges, Refunds
About returns
Please understand that we do not accept product returns for any reason on the side of the customer.
Returns, Exchanges, Refunds
About exchange conditions
・We only offer replacements if defective products or products that differ from those ordered have been delivered. Please understand that we do not accept product returns for any reasons on the side of the customer.
・If replacement is desired
Please inquire at or telephone: 03-6303-1987 (12:00-19:00, except on Monday to Wednesdays) "within 7 days" after receiving the product.
We will immediately replace the product. (The company will pay the forwarding charge).
You will receive a replacement for the product you ordered. Please understand that we do not offer product returns or refunds whatsoever.
If we cannot provide the same product, we will refund your money.
[Precautions]
・If products are returned without a copy of the delivery slip, we may not be able to track the shipment or provide a replacement or refund. ※To avoid trouble, be sure to keep a copy of the delivery slip until the replacement or refund is completed.
・Please refrain from using the Japan Post Letter Pack Light, Yu-Pack Light, and Click Post services because these do not serve face-to-face receiving. Also, please do not return products by registered mail. The company will bear no liability whatsoever if returned products are soiled, broken or lost as a result of using the above services.
・If products are soiled or damaged during delivery, we may not be able to accept product replacements or returns. Accordingly, we recommend that you return products by a method that includes compensation and enables tracking.
[Conditions where replacement cannot be received]
Please be mindful that products cannot be replaced if in the following cases.
・"8 days or more" have passed since products were received
・Products have been used, altered, washed or cleaned
・Products have no tag or accessories
・Products have acquired an odor or become soiled or scratched under the care of the customer
・The package (bag, box, etc.) of the products has been lost or damaged
・The delivery slip or packing tape is directly affixed to the product box (shoe box, accessory case, etc.)
・Products were purchased at another store
About exchange method
Please prepare the "product to be replaced", "delivery statement" and a "smartphone or PC".
Conduct the replacement procedure according to the following steps.
Step 1: Advance notification of replacement by telephone or email
Advance notification is required if defective products or products that differ from those ordered have been delivered.
Telephone number for inquiries: 03-6303-1987 (12:00-19:00, except on Monday to Wednesdays)
Email address for inquiries: contact@keylimetokyo.jp
Step 2 Packing and shipping
■Shipping of return products
Insert the product(s) to be replaced and delivery statement into a cardboard box, etc. and send to the following address by the Japan Post Yu-Pack service arriving as "cash on delivery".
■Packing
Please pack and return products in the same condition they were in at the time of shipping.
※Please refrain from packing in such a manner that products are rolled up, not placed in a bag, or that the invoice is directly affixed to the product or product box and so on.
＜Return address>
keylime Tokyo
Watanabe Building 1F, 2-52-11 Gohongi, Meguro-ku, Tokyo 153-0053
TEL: 03-6303-1987
[Cautions]
・Be sure to keep a copy of the delivery slip until the replacement or refund is completed.
・If products are returned in a manner that does not permit face-to-face receiving or without a copy of the delivery slip, we may not be able to track the products and provide a replacement or refund. To avoid trouble, please refrain from returning products in this way.
・ Please refrain from using the Japan Post Letter Pack Light, Yu-Pack, and Click Post services because these do not serve face-to-face receiving. Also, please do not return products by registered mail. The company will bear no liability whatsoever if returned products are soiled, broken or lost as a result of using the above services.
・If products are soiled or damaged during delivery, we may not be able to accept product replacements or returns. Accordingly, we recommend that you return products by a method that includes compensation and enables tracking.
When paying by credit card
We will conduct procedures via the credit card company. Depending on the settlement day of your credit card, payment may be withdrawn from your account before being refunded in or after the next month. For details, please directly inquire at your credit card company.
About points
・About conferred points
Conferred points will disappear when the product return is completed.
・If points have been used for payment
The used points will be returned when the product return is completed.
Account Information
About membership registration
By registering as a member, you can receive convenient and beneficial member services.
Member registration incurs no annual fee, registration charge or other costs whatsoever.
[Member privileges]
・3 points are conferred for every 100 yen of purchase. Points can be used on the basis of "1 point = 1 yen" in actual stores or the online store.
・Emails are sent giving the latest information on recommended products, events, sales and so on.
※If you cannot register as a new member, you may already be registered as a member. Please try logging in with your email address.
[Cautions when registering an email address]
If using an email address of the following type acquired from NTT Docomo or au, since such an address is unacceptable under RFC, be mindful that we may not be able to send information and emails to your registered address.
① If there is a full-stop or hyphen, etc. immediately before @ or at the beginning
XXX.@docomo.ne.jp
-XXX@ezweb.ne.jp
② If notations such as full-stops or hyphens, etc. run continuously
XXX...XXX@ezweb.ne.jp
XXX--XXX@docomo.ne.jp
※Emails can be sent to our company from the above email addresses unacceptable under RFC, however, we cannot send mails to such addresses.
※We are sorry for the inconvenience, but we ask that you register another email address or consult your mobile phone operator.
※RFC (Request For Comment) stipulates rules (specifications and requirements) for international internet technology that are officially issued by the IETF, which specifies internet technology standards.
If you cannot log in / have forgotten your email address and password
You can log in using your registered email address and password.
[If you have forgotten your password]
If you have forgotten your password, please reset the password from the login page.
[If you have forgotten your email address]
If you have forgotten your email address, please inquire at .
※One possible reason for being unable to login is that member registration has not yet been finished.
When multiple members are registered
If you have conducted member registration more than once, you cannot transfer your points, etc. to one of the registered memberships.
About change of member information
To change your member information, conduct the procedure through the registered information in My Account.
If you change your email address after placing an order, the product shipping email and emails informing about replacements and/or refunds will still be sent to the email address that was used when placing the order.
Change / addition of delivery address
You can change or add a delivery address from the delivery address in My Account.
Order history
You can confirm your order history in My Account.
Confirmation of points
You can confirm your points through the registered person information in My Account.
About withdrawal
If you wish to revoke your membership, please contact upon confirming the cautions.
・All member privileges and points will be nullified.
・Following cancellation, you will no longer be able to confirm registered contents.
・Products that have already been ordered will be shipped even after membership has been terminated.
Account Service
About points
Three points are conferred for every 100 yen of purchase. Points can be used on the basis of "1 point = 1 yen" in physical stores or the online store.
You can confirm your points through the registered person information in My Account.
※Points are returned on completion of shipping.
※Points have no term of validity.
About coupons
We may issue various types of coupons that can be used when shopping.
When issuing coupons, we will provide information via email, our homepage and various social networking services.
※Coupons will not be reissued if an ordered product is cancelled.
How to use the coupon
After proceeding from the Shopping Cart to the checkout and entering the coupon code on the order contents confirmation page, click "Apply".
You cannot use multiple coupons together.
Carefully check the conditions of use and cautions of each coupon before entering the coupon you want to use.
※Coupons and points cannot be used together.
What is an e-mail newsletter
This service lets you receive emails giving the latest information on new arrivals, recommended products, events, sales and so on.
How to register / change / stop e-mail newsletter
Click "Change" under registered information in My Account.
Mark or unmark the "Subscribe to newsletter" checkbox to activate or cancel the newsletter registration.
Alternatively, you can stop distribution by clicking on "Unsubscribe" under the delivered email newsletter.
If you do not receive the e-mail newsletter
If you do not receive the email newsletter, please confirm the following settings.
※Cancel the junk mail box setting.
※Setting of domain designated receiving (@keylimetokyo.com)
Please be careful about suspicious emails
[Email prompting entry of ID and password]
This is a scheme for fraudulently obtaining users' personal information by luring them to a fake site and making them enter their ID and password.
[Email requesting a fictitious payment]
This is a scheme whereby fictitious large amounts are charged under the guise of keylime Tokyo.
If you receive a suspicious email such as above or an email you have no knowledge of, please delete the email and refrain from doing the following.
・Responding to the email
・Accessing a link contained in the email
・Opening an attached file
Emails from this company are distributed from the domain.
If the domain or URL are different, beware of fake sites.
If you receive an e-mail newsletter even though you have not applied
When registering as a new member, it is configured so that you register to the email newsletter.
Since subscription is automatically selected inside the new member registration page, if you do not cancel this, you will receive the email newsletter if you complete the registration procedure.
Useful Functions
About favorite registration
By clicking on "+Favorites" on a product page, you can register a product as a Favorite.
You can confirm the products in "Favorites" in My Account.
About restock notification email
Please apply to "Receive notice of arrival" on the product page. You will be informed by email when an item once sold out is restocked.
General
About personal information protection policy
To ensure the safety and peace of mind of users on this site, we have established a Personal Information Protection Policy for the appropriate protection and use of personal information and stringently manage our customers' personal information.
About SSL communication
To ensure that customers can safely use this site when sending and receiving data, we use SSL (Secure Sockets Layer) encrypted communications technology. SSL-protected pages have addresses that begin with "https:".
Use on a personal computer
Google Chrome ※Recommended browser
Safari
Firefox
Microsoft Edge（Chromium Edge）
※It is possible this will not operate normally on Internet Explorer (IE 11).
If you are using IE 11, please use Google Chrome or another of the browsers indicated above. We apologise for the inconvenience.
Use on smartphones
Safari for iOS/iPad
Chrome for Android
If it does not operate normally, please try operation using the above environment and browser.
About JavaScript and style sheets
This site uses JavaScript and style sheets.
If these are invalidated, please use upon validating JavaScript and style sheet in your browser settings.
About the use of cookies
By clicking on "Accept all Cookies", you consent to storing cookies on your device for enhancing site navigation, analyzing conditions of site use, and supporting our marketing activities.
When a program error occurs
When conducting purchase procedure and so on, an error message saying "Payment by the customer's card has been refused" may be displayed.
In this case, please conduct the purchase procedure from the start once again.
Please understand that products that had been secured in the Shopping Cart may be deleted.