Q&A

FREQUENTLY ASKED QUESTIONS

Ordering Information

I have not received an order completion email. Is my order complete?

If your order was successfully completed, an "Order Completion E-mail (automatic)" will be sent to the e-mail address you used to place your order.

If you do not receive the e-mail, please check your junk mail box.

If you have specified an incorrect e-mail address, please contact us using the Contact Us form.

If you have registered an account, you can also check your order history on your account page.

Can I change the size or color after the order is completed?

Due to the specifications of our order system, we are unable to change the details of an order once it has been confirmed. (This can be done if you contact us immediately after placing your order.)

If you wish to exchange your order for a different size or color after it has been completed, you will need to cancel your order and purchase the desired item again.

If you wish to cancel your order, please contact us via the contact form or chat.

Please note that the item may be sold out before you place another order.

*Order cancellations may not be accepted for some ordered items, such as items that cannot be cancelled.

Can I cancel my order?

Refund Policy Please refer to our Refund Policy.

Can I cancel part of my order?

Due to the specifications of our order system, partial cancellation of an order is not possible.

Does adding an item to the cart mean that the item is secured?

No. The product is secured at the time the order is completed, and the product is not secured when it is placed in the cart. Please understand this in advance.

Can I change my shipping address after my order is completed?

Yes, you can change your shipping address before your order is shipped.

Please contact us using the Contact Us form or chat with your new shipping address information as shown below.

Please be sure to enter your order number in the "Order Number" field of the inquiry form.

<Please note that we will check the status of your order after receiving your inquiry.

Depending on the timing, we may not be able to make the change because the product is in the process of being shipped.

Please check the shipping company and invoice number (tracking number) listed in the order confirmation e-mail and contact the sales office of the shipping company to request a change in the delivery address.

When will I receive my order?

We will ship your order within 3-7 business days (excluding Saturdays, Sundays, and holidays) from the day after your order is confirmed.

From shipping to arrival

Normal delivery: around 5~7 business days

Please note that this does not include the day of order.

Please note that our confirmation may be on the next business day depending on the timing of your payment. Please understand this in advance.

If you purchase presale items marked (presale) at the same time, we will send them together with the items that will be shipped later.

In the event that a defective item is found, we will work with the brand to replace the defective item with a good one, in which case there may be a delay in delivery. Please understand in advance.

Reserved Items

The delivery time of pre-order item marked (presale) varies depending on the product and the timing of the order.

Delivery may be delayed due to production reasons. Please understand this in advance.

Depending on the timing of your order, some items may already be in stock.

*If you purchase multiple pre-order items at the same time, they will be sent together with the items that will be shipped later.

Please contact us in advance if you have any questions about the delivery date.

Please note that we do not ship items outside of business hours.

Please note that we do not ship products outside of our business hours.

Please note that we do not offer a specific date of arrival for international airmail. Only for express delivery, we can accept your request for a specific date of arrival.

We will send you a shipping notification e-mail as soon as the shipping procedure is completed.

We cannot control the arrival date of regular delivery because it follows the delivery schedule of each courier company. If you have a specific date in mind, please be sure to contact us before placing your order and use the express delivery service.

Please note that the arrival date may be delayed due to traffic conditions or disasters. Also, delivery to remote islands may take a little longer.

Please make sure that the address, building name, and room number are correct. Please note that we will not accept re-delivery or refunds if we are unable to contact you due to an incomplete address after shipment.

I have not received my order.

For "Regular Items", we ship within 7 business days from the completion of the order or confirmation of payment.

Please check if the item you are ordering is not a pre-order item (pre-order/presale).

If you purchase pre-order items at the same time as pre-order items, the items will be shipped at the same time as the items that will be shipped later.

If you have placed an order for regular items only, but have not received an email confirming that your order has been shipped within 7 business days after your order has been placed or your payment has been confirmed, please let .

Can you send my order together with another order?

Due to the specifications of our order system, items are shipped by order number.

Items with different order numbers cannot be sent together. Please understand this in advance.

Do you charge for shipping?

Shipping cost is 580 yen for purchases under 10,000 yen in Japan; free shipping for purchases over 10,000 yen.

Shipping to all other countries except Japan is 1,200 yen.

Can I specify a delivery date and time?

No, you cannot specify the date and time at the time you place your order. If you wish to specify a specific date and time, please check the invoice number (tracking number) in the shipping confirmation e-mail and request it to the ship company yourself.

I cannot track my package.

Usually, it takes 5~7 business days from the time we notify you that your package has been shipped to you.

Please note that it may take 1-2 days depending on the airmail status.

FREQUENTLY ASKED QUESTIONS

About Payment

What payment methods do you accept?

We accept payment by credit card, PayPay, Paypal, Apple Pay, Google Pay and Amazon Pay.

Please see below for more information on each payment method.

신용 카드 결제 (Shop Pay)

VISA / Master card / AMEX are accepted.

Apple Pay/Google Pay

You can pay using the credit card information registered with each service.

Will I receive an email confirming payment?

Credit card payment / Amazon Pay payment is completed at the same time as the order is placed.

If you do not receive an order confirmation e-mail and are unsure if your order has been completed correctly, please contact us using the Contact Us form.

Can I change my payment method after my order is completed?

Due to the specifications of the order system, it is not possible to change the payment method once the order has been confirmed.

We apologize for any inconvenience this may cause. If you wish to change to a different payment method after your order has been completed, you will need to cancel your order and purchase the desired items again.

*Please note that items may be sold out before you can order again.

*Order cancellations may not be accepted for some ordered items, such as items that cannot be cancelled.

When will payment occur?

Can I pay for multiple orders at once?

Can I delete or change the credit card information used for my order?

Can I change the billing information specified for credit card payment?

An error occurred when I selected credit card payment.

What is "Pay after payment"?

I did not receive an email regarding my payment request.

FREQUENTLY ASKED QUESTIONS

Returns and Exchanges

Product Returns and Exchanges

How will I receive my refund?

Is there a delivery company specified for returns?

What should I do with the box/packaging when returning an item?

The product I received is damaged or stained.

I received an item that is different from what I ordered.

Can I exchange an item?

FREQUENTLY ASKED QUESTIONS

About our products

The color of the product I received is different from the one shown on the product page.

Can I check the size of the product?

Can I check the materials and details of your products?

Product Sales Period and Inventory

FREQUENTLY ASKED QUESTIONS

About Coupons

I don't know how to use a coupon.

Coupon cannot be used.

Can the coupon be applied after the fact?

Can I redeem a coupon?

Can coupons be used in conjunction with other coupons?

FREQUENTLY ASKED QUESTIONS

기타

Do you offer gift wrapping?

When are your customer support hours?

For inquiries, please contact

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When will payment occur?

신용 카드 / Amazon Pay Billing will occur when your order is confirmed.

Can I pay for multiple orders at once?

No matter which payment method you choose, the payment must be made for each order number due to the specifications of the payment system.

Please note that we will not be able to process your payment smoothly if you pay for all your orders at once.

Can I delete or change the credit card information used for my order?

Credit card information entered at the time of order cannot be deleted or changed later.

Also, MOKSHA does not retain your credit card information, so we cannot confirm the details of your credit card information.

We apologize for any inconvenience this may cause.

Can I change the billing information specified for credit card payment?

Due to the specifications of our order system, we are unable to change the billing name, address, or phone number. We apologize for any inconvenience this may cause.

An error occurred when I selected credit card payment.

If an error occurs without completing the payment, there may be one or more of the following possible causes

- Incorrect card details (card number, security code, etc.)

- Card expiration date has expired- MOKSHA is unable to determine the cause of the payment denial by the credit card company.

FREQUENTLY ASKED QUESTIONS

Returns and Exchanges

Product Returns and Exchanges

If you wish to return an item, please use the "Contact Us" form to request a return or exchange.

After receiving your request, we will provide you with information on how to return or exchange the product.

However, we will not be able to accept returns or exchanges if the following refund policy applies. Please understand this beforehand.

Please note that customers are responsible for shipping costs for returns and exchanges. Please refer to the refund policy below for the conditions under which returns/exchanges are not accepted.

https://moksha-official.com/policies/refund-policy

How will I receive my refund?

Refund methods vary depending on the payment method specified at the time of order. Please see below.

Credit Card PaymentThe credit card company will process the refund.

Depending on the credit card used, it may take up to two months before the actual refund is made. If you have any questions about the timing of the refund or the amount shown on your statement, please contact your credit card company's support office.

Is there a delivery company specified for returns?

We do not have a shipping company for returns. Please make sure to send your return by a trackable method (ie, you will have a copy of the shipping slip).

What should I do with the box/packaging when returning an item?

You may use a packing box other than the box in which the product was delivered when you return it.

When returning an item, please be sure to include any incidentals that were attached to the item.

We are not responsible for any accidents or problems such as damage or loss after the return procedure.

The product I received is damaged or stained.

We pay careful attention to the quality of our products, but if the product is damaged or stained, please contact us using the Return Request Form within [3 days] of receiving the product.

Even if you think the product is defective, it may not be defective due to the characteristics of the product or the sewing process. Please contact us with a photo of the problematic part of the product so that we can make a determination.

If we are unable to exchange the product due to sales conditions, we will respond with a refund.

We will not be able to accept returns or exchanges for defective merchandise if we determine that the merchandise has fraying, scratches, or other defects that do not interfere with its wearability after reviewing the photos of the problematic areas.

I received an item that is different from what I ordered.

If you have received an item that is different from your order, please contact us using the Contact Us form within 3 days of receiving the item.

Our specialists will check the order and arrange for the correct item(s) to be delivered as soon as possible.

If we are unable to replace the item due to sales conditions, we will issue a refund.

Can I exchange an item?

We are unable to exchange items for other sizes, colors, or products due to customer's convenience.

If you wish to exchange your order for a different size or color after it has been confirmed, you will need to cancel your order and purchase the desired item again.

In the event of a defective item, we will accept return or exchange of the defective item.

Please contact us using the Return Request Form within 3 days of receipt of your order.

Please attach a photo of the problematic part of the product. If we are unable to exchange the product due to sales conditions, we will issue a refund.

We will not be able to accept returns or exchanges for defective merchandise if we deem the merchandise to be frayed or damaged in any way that does not interfere with its wearability after we have confirmed photos of the problematic areas.

FREQUENTLY ASKED QUESTIONS

About our products

The color of the product I received is different from the one shown on the product page.

Although we have made our best effort to reproduce the colors of the actual products by color correction when creating the product pages, the colors may look different depending on the environment and settings of the customer's monitor.

Also, colors may differ depending on whether the product is viewed indoors under fluorescent light or outdoors under natural light, so we hope you will consider the shooting environment when viewing the product.

Can I check the size of the product?

Detailed sizes are available on each product page. If the size is not listed, please contact us.

Can I check the materials and details of your products?

Materials are listed in the Material column of each product page.

If the material is not listed, or if you have any questions about the details of the product, please contact us in advance.

Product Sales Period and Inventory

Basically, most of the products we are handling run out of stock and are discontinued about a month after being listed on the website.

Since many items are discontinued after one season or one production run, we recommend that you purchase the items you are interested in as soon as possible.

In addition, the inventory numbers listed are synchronized with the latest inventory numbers on the brand side, but the older items are out of sync, so there is a high possibility that they are out of stock.

FREQUENTLY ASKED QUESTIONS

About Coupons

I don't know how to use a coupon.

Please enter the coupon code (discount code) you wish to use in the "Add Coupon Code or Gift Card" field on the payment page.

After entering the code, click "→" for smartphones or "Apply" for PCs to apply the coupon code.

Coupon cannot be used

If the coupon cannot be applied, the cause may be one of the following

- Alphanumeric characters are not correct.

- Unnecessary characters or spaces are included.

- Coupon expiration date has passed.

- You are ordering a product that is not eligible for the coupon. If none of the above applies, please inform us of the [coupon code] and [name of product you wish to order] using the Inquiry Form.

Can the coupon be applied after the fact?

Coupons cannot be applied after an order has been confirmed.

Can I redeem a coupon?

If you cancel an order with a coupon, you cannot use the same coupon for another order. Please understand this beforehand.

Can coupons be used in conjunction with other coupons?

No. You cannot use multiple coupons for a single order.

FREQUENTLY ASKED QUESTIONS

기타

Do you offer gift wrapping?

Unfortunately, MOKSHA is currently unable to accept gift wrapping.

We also do not provide message cards. It is possible to specify the recipient's address as the delivery address.

When are your customer support hours?

Our business hours are from 10:00 to 19:00 on weekdays in Japan's time. We cannot respond to inquiries outside of business hours, such as weekends and holidays.

Please understand this in advance. In order to keep a record of our interactions with customers, support is provided via e-mail or chat.

Please note that we cannot respond by phone.

For inquiries, please contact

Please contact us using the inquiry form.

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