Can you explain in a few words what is the order page?
A. The order page is the list of all your items purchased so far.
Are all items sure to be in stock at time of release?
A. In most cases yes, we are doing our best every time to ensure that all customers that ordered with us will get their beloved items.
In same cases however the manufacturer will not fulfill the full order and we need to cancel some of the latest orders accordingly.
How can I pay for my order?
A. We currently accept only PayPal payments in Yen currency.
When do you take payment for my order?
A. PayPal charged me right away. Why is that?
Past years we had many cancellations of pre orders and rare items. Many customers did want the items but they couldn't order it because reserved by other customers (that eventually cancelled). We believe that if the customer is genuinely interested in our items the payment should be done in advance. In our new version of the website we added a paylater option that allow the customer to postpone the payment until the release of the product.
When will you ship my order/s?
A. PLEASE NOTE! We do not ship automatically your items, you need to request shipping from the ORDER page.
To ship all items in stock click the button called "Ship all items."
To ship only the selected items please use the checkbox and then request the shipping by clicking the button on the right called
"Ship selected items"
Not all items are in stock, will you ship automatically?
A.NO we will not ship to you until you request it. Our fantastic new ORDER page allow you to decide when and what we will ship to you Isn't that great?
How do I view my past orders?
A. You can view your order history by going to account section. Here you will see your orders in number order, by selecting an order, you can see what items were on the orders and in which shipment they are.
Can I call to place an order?
A. Sorry, we can not accept orders over the phone.
Can I call for customer support?
A. Sorry we do not offer phone support, as we are offering products below retail price we are using an automated system that will allow us to keep costs down and pass the savings to you!
I received an order confirmation but my order has now been converted to cancelled, why is this?
A. The order may have been converted to cancelled for one of the following reasons:
Incorrect billing address supplied
Payment Declined / Incorrect card details supplied
Our billing system do not accept that credit card or you PayPal account has a problem.
Items out of stock / discontinued/not obtainable
We reached the allocation amount for the choosen product.
The product deadline has been reached.
If I’ve placed an order on your site, am I able to amend it later?
A. Yes but our system has a slightly different approach to the conventional order system.
PLEASE NOTE! - Orders can be fully cancelled with no cancellation fees if unpaid. - If the order is not paid in 48 hours it will be cancelled automatically by our system.- Once paid a 20% cancellation fee applies to all orders if cancelled.- Items on pre order can’t be cancelled 1 week before the release date. Cancellation for paylater orders is not accepted.
What is the Customer Support opening hours?
A. Customer service hours are 10:00 to 18:00 Monday to Friday, excluding national holidays. Tokyo time is +9 GMT PLEASE NOTE:because the time difference, there is a chance that when you are writing to us we are actually sleeping :)
How much does shipping cost?
A. Shipping cost is calculated by weight and not volume. To find out the shipping cost please use the shipping calculator at the bottom of the product page.
Why do I have to pay shipping separately?
A. Shipping cost is calculated once we packed your items AFTER you request shipping from the ORDER PAGE. Many customers combine orders in one shipping.
When I request shipping items will be sent together or separately?
A. If you selected economy shipment we may split the shipment in 2 or more packages to follow the ECONOMY size and/or weight restrictions (90 cm across or 2kg max).If you choose the fast shipment we will send all the products in one parcel.
How do I request a shipment?
A. Just click "Ship all items" button in the order page, all items in stock (marked in green) will be shipped. If you want to ship separately use the checkbox and press "Ship seleted items".
Can i ask to unlock the shipment if i made a mistake?
A. No, you can’t sorry.
Yes, this is possible only if you didn't receive the shipping cost. Please understand that it might take a while for us to repack your order.
How do I view my past shipped items?
A. You can view your shipment history in the shipped section of the orders page.
Can you deliver my shipment to another address?
A. Yes, to do so, you need to add a new shipping address in your account page before requesting the shipment.
After that you can select it using the drop down menu in the "Order page" -> In stock ready to ship" section.
What shipping options are available to me?
A. Depending on your location we can generally ship to you using Fast or Economy shipping
After you request shipping from your order page you will receive two quotes for shipping, Fast or Economy.
PLEASE note: if you receive the same shipping cost for both economy and fast shipment it means that only 1 option is available.
How do i know which method will you use to ship my parcel?
A. By checking the first letter of the Tracking number you will be able to determine what method is used to ship your parcel.
- Tracking numbers beginning with R are SAL Small packet (3-4 weeks delivery time) - TEMPORARY UNAVAILABLE
- Tracking numbers beginning with C are SAL Postal Parcel (2-3 weeks delivery time) - TEMPORARY UNAVAILABLE
- Tracking numbers beginning with E are EMS (3-5 days delivery time) - AVAILABLE
- Tracking numbers with only numbers are DHL (3-5 days delivery time) - AVAILABLE
Why do you have Fast and Economy instead of EMS and SAL?
A. Sometimes the EMS (3-5 delivery days) shipping can be cheaper than SAL (2-3 delivery weeks). If you select Economy we will choose the cheapest method for you (that includes multi-packing your items to fit the post office size and weight restrictions).
In that way we believe we are offering the best service possible to you.
I placed an order 2 days ago and I didn't receive the shipping cost payment request, what do I do?
A. Please make sure your items are in stock (marked green) in the order page.
After that you need to request shipping for your items. This is well explained in the e-mail we sent you after the order is placed and paid. If you did not receive our e-mail please contact your e-mail provider and let them know that you are unable to receive mails from us or If you have done all that, please check your spam folder in case our mail has been filtered by your internet spam settings.
In any case you need to click the ship button
in the order page in the green marked section at the bottom of the page.
Otherwise please use the contact us page to get in touch with our customer service stuff. They will answer you as soon as they can.
PLEASE NOTE: Customer service hours are 10:00 to 18:00 Monday to Friday, excluding national holidays. Tokyo time is +9 GMT
What happens if my shipment is sent and I cannot be physically there to receive it for reasons beyond my control?
A. IT IS YOUR RESPONSABILITY TO CHECK USING THE TRACKING ONLINE AND GUESS YOUR EXPECTED DELIVERY.
The post office will hold the goods for you usually 2 weeks before returning the goods back to us (it may be longer). If you are able to contact your local post office, arrangements can be made, for the shipment to be held at your local depot until you are available to collect.
IF THE ITEM COMES BACK, YOU WILL NEED TO PAY FOR SHIPPING AND THE FEE WE ARE CHARGED TO RECEIVE IT.
What happens if I receive my shipment and there are defective or missing items?
A. This must be reported to AE as soon as possible and we will take the appropriate action. Please include clear pictures of the damage or missing parts. We pack the items very carefully to avoid damage to your beloved items.
However in same cases of human error accidents appends and the item/s gets damaged. You need to claim to your local post office right away about the incident and seek compensation on your side.
Meanwhile we will do our best to solve the problem from our side.
What happens if the courier confirms that they have lost my parcel?
A. This must be reported to us straight away. You need then to contact your local post office and use the tracking number to claim your item. If they confirm that the parcel never arrived in your country please contact us and we will start investigating right away to solve the issue with the Japan Post staff.
Products status explained
Special items are sold to the customer that pay first.
More than one customer can order at the same time but only the first one that pay will get it. Special product are single sales that can be purchased by one customer only.
- In stock
Product is in stock.
- Pre order
Item is on pre order. If you product is not paid before the deadline or we reach our allotted allocation, our system will cancel your order.
- Awaiting Release
the pre order deadline has passed and we are waiting for the product to be released.
- SOLD OUT
Sold out is sold out...finish, nada, no more, never again.
I looked at a product a few moments ago, when I went back in to double check the availability it was sold out. Why has this happened?
A. All of our items are in stock until someone buy it.
Special items are one sale only and who orders and pays first, gets it. The other customers will have the order cancelled by the system.
We apologize in advance for the inconvenience.
What is your cancellation policy for pre orders and other items?
- - Orders can be fully cancelled with no cancellation fees if unpaid.
- - Once paid, a 20% cancellation fee applies to all orders after the deadline.
- - Paylater orders can't be canceled.
- - We cannot accept the cancellation for shipped orders
I have a problem...
If I have a problem with a product that I have ordered from you, how do I get help?
A. You can use our contact us page which allows you to send a request directly to our Technical/Returns Team, where you should receive a response within 24 business hours. (Except weekends and national holidays)
If nobody is at home when the courier try and deliver my package, what happens to it?
A. If nobody is at home to receive your order, then you will be left a calling card and the goods will be returned to your local depot. You may contact the courier to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first)
It is your responsibility to receive the package and or contact your local post office to find out how to get your parcel. If the parcel comes back because of the wrong address on your part, or your carelessness, then we will charge you for the redelivery.
My shipment has been awaiting dispatch for over three days now after I paid for the shipping, what should I do?
A. There may be a problem with one or more of the items on your order. Please contact our Customer Support Team as soon as possible and we will investigate any hold up with the order.
Once my order has been dispatched can I request it to be redirected somewhere else?
A. No, sorry.
Can you specify a timed delivery?
A. Unfortunately we cannot currently specify a timed delivery. However you may contact the local post office once the order has been dispatched and ask them for an approximate delivery time.
I'm a retail customer and I have just received my order but there is no TAX Invoice?
A. We do not provide invoices for retail customers.
What is the Time Limitation for Notification of Claims?
Damage in transit: If goods arrive in a damaged condition you must ask the postman at the time of the delivery for a claim form for damaged goods and deal with them for the compensation.
Incorrect product: Please contact us if you receive any incorrect product from delivery.
Non-Deliveries: We will not accept liability for goods lost in transit as it is the courier responsibility. If the shipment as been lost in Japan we will help you dealing with the issue.
I am having problems logging into the web site, what should I do?
A. Use the retrieve password facility at the log in page, if you forgot your log in too please visit the contact us page. We will get back to you as soon as possible.
I have been sent the wrong item, how do I report this?
A. In the rare event that you have been sent the incorrect item then please use our contact us page and report this discrepancy to us.
How do I return a product to AE for replacement / refund?
A. Please contact us via web form on the contact us page, we will get back to you as soon as possible. If it's our mistake we will refund or provide funds to ship it back to us.
PLEASE NOTE! The item must be sealed or in case of a special item in same conditions as shipped.
I WANT TO OPEN A WHOLESALE ACCOUNT
Where do I start?
A. As a wholesaler we will need a deposit from you of 50000 Yen. The deposit will NOT be used to pay for your items but it will be as a guarantee for us. The deposit can be returned after you decide to close the wholesale account with us at any time. At that point we will use the deposit to pay or ship your items.
When do I have to pay my order?
A. As a wholesaler can pay for your orders at the time of the release. (Within 1 week)
PLEASE NOTE! All pre orders must be placed before the deadline.
What is the minimum order?
A. We do not have a minimum order policy.
As a wholesaler can I order SPECIAL items?
A. YES you can, but you must buy and pay immediately, and there is not extra discount...sorry. SPECIAL items are one off and we don't take requests anymore.
As a wholesaler can I cancel my order?
A. YES ONLY before deadline. Absolutely NOT AFTER deadline.
If as a wholesaler and retailer you keep your items longer than 6 moths AND we have no further contact from you we will charge 500 yen per week storage per item (big or small)
Once the cost reaches the value of the items we will not be able to ship your items anymore to you a we will consider them unclaimed.
Make sure that your contact information is up to date and you reply to our mails.
Thank you for your cooperation and your understanding.