We have compiled a list of frequently asked questions from our customers. If you have any questions that are not listed, please contact us using the inquiry form .

About the order

Q1-1 What payment methods are available?
Credit cards (VISA, Mastercard, AMEX, JCB) and ID payments (Shop pay, Google pay, Apple pay) are available.
Please check payment methods for details.
Q1-2 When will the products be shipped?
After completing your order, we will ship it within 1-7 business days.
*Some products may take longer to ship. Please be sure to check the details of each product before purchasing.
*For shipping methods, please check Shipping and Shipping Methods .
Q1-3 Can I purchase products even if the delivery address is outside Japan? Will I be charged customs duties again?
You can purchase in the following areas. (as of November 2022)
[North America] United States [Asia] China, Hong Kong, South Korea, Taiwan, Singapore, Malaysia, Thailand, Indonesia, Vietnam [Europe] France, Italy, Luxembourg, England, Austria, Spain, Netherlands, Sweden, Germany [Oceania] Australia, New Zealand [Africa] Egypt [South America] Chile [Middle East] Turkey

For the shipping fee and shipping date, please check the shipping and shipping method .

Customs duties may apply to some countries, regions, and products.
Customs duties are the responsibility of the customer, so please contact the appropriate authority in advance.
Q1-4 Where is the shipping company? Can I specify it again?
We use the following transportation services.

■ Domestic Smart Letter/Letter Pack Courier: Yamato Transport/Sagawa Express

■ Courier outside Japan (*): Yamato Transport (UPS), Sagawa Express (EMS or DHL), EMS

We do not accept the designation of the shipping company.
We will select the most suitable shipping company based on the product you ordered and the delivery destination.
*Courier will be transferred from the Japanese shipping company to the local shipping company in parentheses.
For details, please check the shipping and delivery method .
Q1-5 I haven't received an order confirmation/shipment completion email.
We apologize for the inconvenience, but please check the following.

・Is there a mistake in the registered e-mail address? ・Is it sorted into the spam folder? ・Domain reception settings Please set the domain reception settings so that you can receive emails from the following sender addresses.
From domain: @facto-design.com

If you do not receive an email after confirming the above, please contact us using the inquiry form .
Q1-6 I have not received the product. Who can I contact?
For letter pack, courier, and international mail, you can check the delivery status on the shipping company's website by clicking the shipping completion email or the tracking number on the order history page. Please contact the shipping company in charge for details.

*Since Smart Letter does not have a tracking number, it is not possible to check the delivery status. Please contact your local post office.
Q1-7 How can I use the coupon code?
On the checkout screen, there is a field for entering a coupon code.
After entering, the coupon will be reflected by pressing Apply.
*If the coupon is not reflected properly, please contact us using the inquiry form .
Q1-8 Can you issue a receipt?
We will only include it with the product if you wish. Please specify the address of the receipt and a sentence of "receipt request" in the remarks column in the cart.
Q1-9 I would like to change or cancel my order.
We do not accept changes or cancellations due to customer's convenience after the order is completed. note that.

About the product

Q2-1 Where are FACTO goods made?
Stickers, tin badges, and acrylic goods are all made in our domestic studio. Made in Japan with high quality made by skilled craftsmen one by one.
Q2-2 I received a defective product.
In the unlikely event that you receive a defective product, please contact us using the inquiry form within 7 days after the product arrives. Please see Returns and Exchanges for details.

Other questions

Q3-1 Do you have a physical store?
The actual store is FACTO_OSAKA head office in Esaka, Osaka.
Please check the store information for details.
Q3-2 I would like you to handle my art work.
Contracts are subject to review. For details, please contact us using the inquiry form .
Q3-3 I would like to sell FACTO products at our store.
We will reply individually. For details, please contact us using the inquiry form .
Q3-4 I would like to ask other questions.