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Felissimo  > FAQ
Frequently Asked Questions(FAQ)

★Black parts are general FAQs for Felissimo Online Shop (Global).
Red parts are specially for pick up shop and Pre-order.
(For FAQs of Collection, please refer to Collection Site)

About Registration

Q. Is it necessary to register as a member to shop online?
A. Yes, it is necessary to become a registered member, to order from Felissimo Online Shop. Registration is free.
Click here for Online Global Member Registration


Q. I have ordered collection products before. Do I still need to do the member registration again?
A. No, as the login ID and password are shared between Collection, pick up shop and Pre-order system, you do not need to register again.
However, you have to log in to the corresponding websites every time as you place an order.


Q. I cannot register.
A. You need an email address to register. Please make sure that you enter a correct email address. You cannot register more than once with the same email address. If you forget your password or are experiencing other technical issues please click here to make an inquiry.


Q. I did not receive an email confirmation after registration.
A. You will receive a registration confirmation email after registration. If you do not receive an email confirmation, please log in to "My Page" and verify whether you have entered your email address correctly and make changes if necessary. If you use your email address as your Global member login ID or you forget your Global member login ID please contact us.


Q. I want to change my Password.
A. The Password can be set and changed by the customer.
Please login to My Page and change your Password.


Q. I forgot my Password.
A. A new Password will be sent to the e-mail address you entered at the time of your registration.
From the Reissue Password page, please enter the e-mail address at which you would like to receive your new Password, then click on the Reissue button.


Q. I forgot my login ID
A. Felissimo will confirm your identity and respond to you individually.
Please contact us using the Contact Us Form.


Q. I cannot login.
A. First, please check your Global Member Login ID and Password.
1) Please confirm if they were entered correctly.
2) Please enter half-width alphanumeric characters. Please re-enter half-width alphaneumeric characters instead of full-width character.
3) Please do not leave spaces between characters and/or numbers.
If the problem persists, please contact Felissimo using the Contact Us Form.


Q. I want to cancel my registration.
A. Felissimo will confirm your identity, and will respond.
Please contact Felissimo using the Contact Us Form.


Q. I want to unsubscribe from your mailing list.
A. You can stop receiving Information Mail (new products, campaign, and other information). (But, you cannot stop important Communication Mail.)
-> Please login, and unsubscribe by going to the Member Registration/Change page.


About Ordering

Q. Can I cancel or change my order?
A. It is possible to change or cancel before completing your order. However once the order is accepted and confirmed you cannot cancel or change it.


Q. Is there a minimum order amount?
A. There is no minimum order amount setting. However, overseas handling charge will be applied according to the order amount.
For details, please refer to "Shipping/handling Charge for Overseas Order" in Shopping Guide.


Q. Is it possible to order pick up shop, Pre-order and Collection products together?
A. Since pick up shop, Pre-order and Collection are three different systems, customers have to order separately in each website. Moreover, even if you placed order in different systems, the deliveries will be separated.
(Please read the "Shopping Guide" and "FAQ" thoroughly for both shopping websites before placing your order.)
* Although they are three separate systems, membership information is shared between pick up shop, Pre-Order and Collection systems.
In general, we make delivery to the registered delivery address which you provided at the time of ordering.
However, if you have ordered in these three systems by using the different addresses, and the products of your former order are not yet prepared for shipping, please be noted that the orders will be shipped separately to the latest registered address.
(We do not accept multiple registered addresses.)
* Shipping courier and method cannot be choosen.


Q. Is there any order deadline?
A. pick up shop:No, there is no order deadline. Order can be made anytime until the stock quantity has become "0".
Pre-order:It varies depending on products. Please refer to the product pages for detail.


Q. Can I specify the design and color?
A. In pick up shop and Pre-order, you can choose the specific design and color you want. (But for Happy Bag products, designs will be chosen by Felissimo)


About Delivery

Q. To which countries and regions do you ship to?
A. Please refer to "Shipping/handling Charge for Overseas Order" in Shopping Guide.


Q. What is the delivery method?
A. Our delivery service is arranged by EMS/ DHL or Japan Post (Small Package)
For details please refer to "Shipping/handling Charge for Overseas Order" in Shopping Guide.


Q. Is there any shipping/handling fee?
A. Please refer to "Shipping/handling Charge for Overseas Order" in Shopping Guide.


Q. When do I receive the products after ordering?
A. pick up shop:Products will be delivered to you within 5-12 working days upon receipt of your order (if the payment is settled).
Pre-order:It varies depending on products. Please refer to the product pages for detail.


Q. Will I receive an email confirmation for my order?
A. Members overseas who have registered with personal email address will receive order confirmation via email from Felissimo. Please keep this email until receipt of the products. Products will be sent within 5-12 working days upon receipt of your order.


Q. Can I specify the delivery address?
A. Products will be delivered to the registered delivery address. We are not able to arrange delivery to any other address besides the registered delivery address.
* Although they are three separate systems, membership information is shared between pick up shop, Pre-Order and Collection systems.
In general, we make delivery to the registered delivery address which you provided at the time of ordering.
However, if you have ordered in these three systems by using the different addresses, and the products of your former order are not yet prepared for shipping, please be noted that the orders will be shipped separately to the latest registered address.
(We do not accept multiple registered addresses.)
* Shipping courier and method cannot be choosen.


Q. Can I specify the delivery date and time?
A. Global members cannot specify the delivery date and time for the first shipment.
If you are unavailable at the time of delivery, please contact the courier and make corresponding arrangement. (For Japan Post small package delivery, the parcel will be put into your post box directly.)
① EMS: Your parcel will be stored at the nearest post office stated in the Attempted Delivery Notice. Please visit the stated post office to pick up your goods. (Delivery and pick up rules vary depending on countries and cities, please confirm with the post office.)
②DHL: Please contact DHL (contact method stated on Attempted Delivery Notice) to reschedule your delivery. (You may specify the desired date and time of delivery for your rescheduled delivery.)


Q. Can I change the delivery address after ordering?
A. We are sorry but we do not accept changes of delivery address once the order is confirmed.


Q. Can I specify myself as the only recipient if I register my company address as the delivery address?
A. Delivery cannot be made to a specified person.
We suggest that you register your home address for delivery.


Q. I have not received the products that I ordered.
A. Please contact us using the Contact Us Form


About Payment

Q. What is settlement of payment and currency rate?
A. Please refer to About Payment of the Shopping Guide.


Q. I can pay by credit card only?
A. pick up shop:International credit cards(Visa/ Master Card/American Express/JCB), Alipay, or Tenpay payment are accepted.
Pre-order:Only international credit card (one-time transaction) is accepted. Alipay and Tenpay are not accepted.
-> Please refer to About Payment of the Shopping Guide.


Q. Will there be costs other than the price of the product and Overseas Shipping and Handling Fee?
A. In some countries/regions there may be other costs such as customs clearance fees and import tax for which the customer is responsible.
Also, some credit card companies charge a fee for overseas payment settlement.
-> Please refer to About Customs Clearance Procedure and Tariff (Note: Important) sections of the Shopping Guide.


Q. Why is there a difference between the amount charged on my credit card and the amount on the Custom Invoice?
A. Although the Customs Invoice declares free gifts and catalogs from Felissimo at ¥1 in value for customs clearance purposes, you will not be billed for these items.
* Please be aware that customs in some countries/regions may charge taxes and other surcharges on Felissimo’s free catalogs and gifts based on the value or volume of the package for the free catalog and gift listed in the Customs Invoice. The customer is responsible for the payment of such taxes and/or duties.
-> Please refer to Countries/Regions Where Deliveries are Available and Overseas Shipping and Handling Fee sections of the Shopping Guide.


Q. What happens to the invoice amount if the item I order is sold out?
A. The price of the sold-out item amount will be subtracted from the settlement amount.


About Exchange & Returns

Q. Can items be returned, exchanged, or cancelled?
A. Your order cannot be cancelled after it is sent. Returns and exchanges cannot be accepted for whatever the customer’s reasons.
* If the item is damaged or defective, please contact Global Customer Service.


Q. How do I contact Felissimo about a damaged or defective item/s?
A. Please contact our Global Customer Service within 10 days after delivery of the item. It will be handled in a case-by-case basis.
Please contact us using the Contact Us Form.


Q. My package was sent back to Japan.
A. Please be aware that if the package is returned to Japan because you declined to receive it upon your decision not to pay the taxes/surcharges, the payment of your order and Overseas Shipping and Handling Fee will not be reimbursed.


About the Relationship between Members in Japan and the Website for the Japanese Market

Q. If I was a member in Japan, how do I become a Global Member?
A. If you would like to order items from the same Collection you did in Japan, please re-register as a Global Member so that your history can be transferred to prevent delivery of the same design.
Please contact us by using the Contact Us Form.


Q. If I am returning to Japan from overseas, what do I need to do?
A. If you would like to order items from the same Collection you did overseas, please re-register as a Member in Japan so that your history can be transferred to prevent delivery of the same design.
Please contact us by using the Contact Us Form.


Q. Can I shop at the Japanese website?
A. No, you cannot because the Shopping System is different.


About Felissimo Japan Global Customer Service

Q. Please tell me what languages are available for communication with Felissimo Japan Global Customer Service?
A. Japanese, English, Mandarin and Cantonese are available.
Response to your Contact Us Form will be made by e-mail within 5 days after receipt.
* If anything is unclear, please feel free to contact us.
Please contact us using the Contact Us Form.