FAQ

I can't log in with my old account

Our online store was renovated on April 21, 2025.
Due to a system change, the login information you used until April 18, 2025 will no longer be usable on this site. If you wish to register as a member, please register as a new member from the link below.
New member registration

Please let me know when the product will be in stock

We are unable to provide individual responses regarding product arrival dates. We will notify you of new product arrivals via social media, our online store's product sales information, and newsletters.

I want to cancel my order, change the color, or change the size.

Please note that we cannot accept cancellations or changes to the color or size of orders after they have been placed.
Please check the product measurements on the product details page before purchasing.

The product I received was defective

If you have a defective product, please contact us within 5 days of receiving it.
store (at) gontex.jp
*Please replace (at sign) with @.

If we can arrange a replacement product, we will cover the cost of returning the product and shipping the replacement product.
If the replacement item is out of stock, we will refund the full purchase price to your original payment method.

There will be a time lag of several days between our refund process and the actual refund being made.

Please issue a receipt

We will include a link to download your receipt in the email we send you when your product is shipped.
Receipts are issued within 6 months of product shipment.
If you download it for the second time or later, the word "reissue" will be printed.

I want to combine multiple orders

If you have placed multiple orders on the same day and would like them to be shipped together, please select Please indicate your request for combined shipping in the "Message to Store Manager" section. Please note that we cannot refund shipping costs for combined shipping.

I want to specify the date of receipt of the product

We are currently unable to accept date requests .

I want to be able to provide gifts

We are unable to accept gift orders.