Q&A (Frequently Asked Questions)

We have compiled answers to frequently asked questions from our customers.

――――――――――――――――――――――――――――――――-
About Orders
――――――――――――――――――――――――――――――――-
Q Can I confirm whether my order was placed?
A After your order is completed, an automated confirmation email will be sent to the email address you provided within 24 hours. If you do not receive this email, it may be due to a mail server issue or an error in the email address you entered. We apologize for the inconvenience, but please check your information.
If you pay with Amazon Pay, Amazon will also send you a confirmation email separately from GAACAL's confirmation.

Q Can I change my order after placing it?
A Changes can only be accepted before the order has been shipped. Please contact us at info@gaacal.com with the size, model, address, or other details you wish to change. *We cannot accept changes once the order has been shipped.

Q Can I get a receipt?
A Please note that we do not issue invoices or receipts.
Please use your credit card company or carrier billing statement, the receipt issued by a convenience store or bank, and the receipt issued when paying with a deferred payment method, along with the "Thank you for your purchase" email you receive at the time of purchase, as a substitute for a receipt.

Q Can I have items ordered separately delivered together?
A Due to our system, we cannot ship separate orders together.
You will need to cancel your first order and then place a new order. Please contact us by email to cancel an order.

Q What if I want to change the shipping address? (Before shipping)
A Please contact us with your "new address." Please note that if the address is not provided, your order may be delayed. Please provide the following details:
【Recipient Name】
【Address】
【Postal Code】
【Phone Number】
*Please be sure to include your apartment name, room number, etc.
If you wish to make a change, please contact us before your order is confirmed.

Q Do you offer gift wrapping?
A Please note that we do not offer gift wrapping for products.

――――――――――――――――――――――――――――――――-
About Delivery
――――――――――――――――――――――――――――――――-
Q When will my order ship?
A Most standard products (Apple Watch bands, frames, etc.) are shipped within approximately one week of your order. Handmade products take about 20 days to prepare for shipping. For pre-order products (including some IP and collaboration products), please check the estimated shipping date listed on each product page.
*The number of days is an estimate based on calendar days (including weekends and holidays). Shipping preparation and delivery may take longer than usual during Japanese holidays and extended holiday periods.
*The above is an estimate for shipping and does not guarantee a delivery date.

Q What if my order does not arrive by the estimated shipping date?
A Shipping times vary depending on the product you ordered. First, please check the estimated shipping date listed on each product page and the shipping notification email. Pre-order and handmade products may take longer to ship than standard products.
If you do not receive a shipping notification email by the estimated shipping date, or if you are unsure of the delivery status after shipping, please contact us at info@gaacal.com.

Q How will my order be shipped if I purchase it together with a pre-order product?

A Please note that due to our system, all items will be shipped together. If you need one of the items urgently, please contact us separately at info@gaacal.com.

※If you purchase a collaboration product together with other products, they will be shipped together.

Q Can I specify the delivery date or time?
A We cannot specify the delivery date or time. All our orders are shipped via Sagawa Express, Yamato Transport, or Japan Post. The shipping method is selected based on the size of the product and the delivery destination. Please note that we cannot be held responsible for loss, damage, or other issues during transit.

――――――――――――――――――――――――――――――――-
About Exchanges and Returns
――――――――――――――――――――――――――――――――-
Q Can I cancel my order after placing it?
A If you have already paid for your order, we cannot accept cancellations.

Q I haven't paid yet. Can I still cancel my order?
A If you wish to cancel an unpaid order, please do not complete the payment.

Q I ordered the wrong size. Can I return or exchange it?
A Please note that we do not accept returns or exchanges for customer convenience.
*We will only process an exchange or refund if you receive a product other than the one you ordered or if the product is defective.

――――――――――――――――――――――――――――――――-
About Payment
――――――――――――――――――――――――――――――――-
Q Can I choose from different payment methods?
A You can use any of the following 10 payment methods:
・Credit card (Visa, Mastercard, American Express, JCB)
・Apple Pay
・Google Pay
・Rakuten Pay
・PayPay
・Merpay
・EPOS Easy Payment
・Convenience store payment (FamilyMart, Lawson, Mini Stop)
・Carrier billing (Docomo, au Easy Payment, SoftBank)
・au PAY
*The payment methods displayed may vary depending on your device, browser, etc. Please check the payment screen when placing your order.

Q How secure is credit card payment?
A We take the necessary measures to protect your personal information, so you can use our services with confidence.

Q I received a credit card statement before my order arrived.
A Even when you pre-order a product that takes time to deliver, payment is processed at the time of your order, just like a standard order. Depending on the timing, your credit card may be charged before the product arrives. If you cancel your order, the refund will be issued through your credit card company. Our staff will explain the details when you contact us to cancel.

――――――――――――――――――――――――――――――――-
About Shipping Fees
――――――――――――――――――――――――――――――――-
Q How much is the shipping fee?
A 3,000 yen or more orders qualify for free domestic shipping.
Flat-rate shipping fee of 600 yen nationwide (excluding Hokkaido and Okinawa)

ーーーーーーーーーーーーーーーーーーーーーーー

For Hokkaido and Okinawa:
Hokkaido shipping fee: 1,200 yen
Okinawa shipping fee: 2,300 yen

*Orders of 6,000 yen or more qualify for free shipping to Hokkaido.
*Orders of 10,000 yen or more qualify for free shipping to Okinawa.

――――――――――――――――――――――――――――――――-
If You Do Not Receive a Confirmation Email
――――――――――――――――――――――――――――――――-
Q I haven't received a confirmation email. What should I do?
A We always send order confirmation and shipping notification emails. Please check the following reasons why you may not have received your email.

●If you have blocked or restricted emails, you will not receive emails after registering as a member or placing an order. Please allow emails from info@gaacal.com to reach you.

●Please check your spam folder or trash folder, or change your spam filter settings.
*Spam filter settings vary depending on the service you use, so please contact the service provider for details.

●If your registered email address is "ezweb," you may not be able to receive emails from us due to your mobile phone's default settings.
To resolve this, you will need to change the "spoofing prevention" setting for ezweb.ne.jp to "Low" or lower.
*Emails sent before you change the settings will not be automatically resent after the change.
If you wish to have them resent, please contact us.

●If the above steps do not resolve the issue, or if you have not received an email from us within two business days after placing your order and cannot confirm your order details, please contact us at info@gaacal.com.

For inquiries about orders, delivery dates, and other matters, please contact us at info@gaacal.com. Thank you for your cooperation.