FAQ
About Membership Registration
Do I need to register as a member to make a purchase?
You must register as a member in order to make a purchase. However, you may browse product information without registering.
Can I change my registered address or phone number?
You can update your registered address, phone number, and other information from My Page → Confirm / Edit Registration Information.
I would like to change my password.
Please register a new password from My Page → Change Password.
I forgot my password.
Please issue a temporary password from the password reset page. If you do not know your registered email address, please contact Customer Support.
*Passwords must be at least 8 characters long and contain only alphanumeric characters.
About Login
Where can I log in?
You can log in from the login page using your registered email address and password.
I registered on a computer. Can I also log in from a smartphone?
Yes. Your registered email address and password can be used on both smartphones and computers.
An error appears when I try to log in.
The email address or password you entered may be incorrect. Please verify your email address or issue a temporary password from the password reset page.
About Products
I cannot find the size information.
Please refer to the size information listed on each product page. Product measurements on the CIOTA ONLINE SHOP are taken with the item laid flat. Measurement points can be found in our Size Guide.
The actual color is different from the product image.
Products photographed using samples may differ slightly from the final product in specifications, processing, or sizing. While we strive to display product colors as accurately as possible, slight variations may occur depending on your monitor settings and display characteristics.
Please note that product characteristics such as distressing, fraying, scratches, or color irregularities resulting from manufacturing processes are not considered defects and are not eligible for return or exchange.
I would like to have my hem adjusted or size altered.
Paid hemming services are available at CIOTA TOKYO. Please contact us for details.
About Stock Availability
Can I request a special order or reserve an item?
CIOTA ONLINE SHOP does not offer special orders or item reservations.
About Orders
How do I place an order?
The ordering process is as follows:
1. Add items to your shopping bag
If you find an item you would like to purchase, click "Add to Bag" on the product page.
*Please note that some items may be awaiting arrival, awaiting restock, or currently out of stock.
2. Review your shopping bag
You can change quantities or remove items from your shopping bag. To continue shopping, click "Continue Shopping" and return to the product pages.
3. Log in / Register as a new member
If you are already registered, log in using your email address and password.
If you have not yet registered, please complete membership registration via "Create Account."
After logging in, click "Proceed to Checkout."
4. Select your shipping address and payment method
If you have not yet registered a shipping address, please enter your address and phone number, then click "Proceed to Checkout."
Confirm your shipping address and select your preferred payment method and delivery time slot.
5. Review your order and complete your purchase
Please review your order details, shipping information, and delivery address. If everything is correct, click "Place Order" to complete your purchase.
I cannot place an order.
The following may be causing the issue:
- Your address, name, phone number, or other required information has not been entered.
- A system error has occurred. Please restart your device and try again.
- Previous delivery refusals, long-term absences, or excessive order cancellations.
- Network connectivity issues.
If the problem persists, please contact Customer Support.
I cannot add an item to my shopping bag.
If you are using a smartphone, cookies may not be enabled in your browser settings. Please check your browser settings or contact your mobile carrier for assistance.
I added an item to my shopping bag but could not complete the purchase.
Items are automatically removed from the shopping bag after 60 minutes.
The same may occur if your internet connection is interrupted or if a server error interrupts your purchase session.
I did not receive the order confirmation email.
Order confirmation emails are sent automatically by our system.
If you do not receive the email, your order may not have been completed, or your email settings may be blocking messages from us. Please check your order status in Order History on My Page and ensure that emails from @ciota.jp are allowed.
Please note that confirmation emails cannot be resent.
Changing order details
I want to change my order.
We are very sorry. Please note that we are unable to respond after the order has been completed.
I want to change the delivery address.
We are sincerely sorry. Please note that we will not be able to respond to your request after your order has been completed. Please contact Sagawa Express after your order has been dispatched, as an enquiry number will be included in the dispatch completion email.
How can I check the contents of my order?
You can check the contents of your order from the ‘Order History’ section of My Page.
The price has been reduced after purchase and I want the price to be reduced.
We settle your order at the price at the time of order. Please note that we cannot discount products after the order has been confirmed.
Can I have a cooling-off period?
Under the provisions of the Act on Specified Commercial Transactions, sales through this service are not subject to the cooling-off system. The cooling-off system is not obligatory for mail order sales. The cooling-off system is designed to protect customers from forced sales, such as door-to-door sales, and does not apply to mail order sales (including internet sales) where customers can consider the purchase of their own volition. Please be aware of this beforehand.
Payment methods
What types of payment methods are available?
- Credit Card
- Cash on Delivery
- PayPay
- Apple Pay
- Google Pay
Available cards: JCB, VISA, Master, AMEX. CIOTA ONLINE SHOP uses SSL encryption for secure transactions.
Credit card
Credit cards accepted: JCB, VISA, Master and AMEX. Please be assured that your credit card number is encrypted before transmission.
Why can't I make a credit card payment?
Please check once again that the expiry date and number have not been entered incorrectly. If the credit card number or other details are not entered correctly, the order process will not be completed.
I would like to know the date on which my credit card will be debited for purchases made by credit card.
In the CIOTA ONLINE SHOP, the date of purchase is the date the goods are shipped and you will be billed after the date the goods are shipped. Normally, the billing will be made in the following month or the month after, but the date of debit differs according to the credit card company, so please contact the credit card company directly for details.
Can I use a credit card with debit facilities?
No, we do not accept credit cards with debit facilities.
Shipping and delivery
Who is the courier company?
Delivery is made by Sagawa Express.
Please note that we cannot specify the delivery company.
What are the delivery and cash on delivery charges?
Free of charge throughout the country.
How long does it take to arrive?
Usually we ship in 2-4 working days (excluding summer and winter holidays). (Excluding summer and winter holidays) You will receive a dispatch confirmation email when the goods have been dispatched.
Please note that delivery may be delayed due to product or weather conditions. If you have not received your goods within 5 days after the dispatch completion email, please contact our customer support.
Please note that delivery may take longer than 5 days depending on your location, such as in remote islands.
The pre-order items will be delivered in the order of your order as soon as they arrive from the arrival (delivery) schedule shown on the website.
The arrival (delivery) schedule for pre-order items is subject to change. In such cases, we will contact you by e-mail.
I want to check the delivery status of my order.
You can check the status of your order in the ‘Order history’ section of your ‘Account page’.
Not yet shipped: We have received your order. Please wait for a dispatch notification.
Shipped: Your order has been shipped. The tracking number will be included in the email sent at the time of dispatch, so please check the delivery company's tracking service.
How can I change the delivery address?
We do not accept changes to the delivery address once the order has been completed. If there is any inconvenience, please check the delivery status on your account page => Order History. If the delivery status shows ‘Undelivered’, please contact our customer support. For other indications, no changes will be made. After the shipment is completed, the management of your parcel is entrusted to Sagawa Express, so please contact Sagawa Express for detailed instructions or requests.
Can separate orders be shipped together?
We are very sorry. Please note that we are unable to do this after the order has been completed.
What happens if you are not at home at the time of delivery?
If you are not available, the delivery company (Sagawa Express) will send you a ‘notice of absence’. Please arrange your preferred delivery date during the available delivery period and pick up the goods. If you do not contact the contact address indicated on the ‘No-show slip’ or if your address is incorrect, the delivery will be sent back to our distribution centre and treated as a return. Please note that we will not be able to re-deliver the parcel.
Re-delivery of parcels.
The parcel can be stored by the delivery company (Sagawa Express) for 7 days from the date of shipment until you receive it. Please note that if you do not receive your parcel within the storage period, your order will be treated as returned (cancelled) and we will not be able to re-deliver it. If there are any items you wish to receive, please place a new order yourself.
Please note that the product may be sold out at that time.
[Notes.]
If you repeatedly decline to receive your order or are absent for a long period of time, we may not be able to accept your order, including orders with usage restrictions or items that have not yet been dispatched.
I have not received my pre-ordered products.
If you have not received your pre-ordered product after the arrival (delivery) date shown on the website, please contact our customer support.
The product I received is defective or different from what I ordered.
When the goods arrive, please open the package immediately and make sure to check that there are no defective parts and that the contents of the order are correct. If the delivered product is defective, we will exchange it for the same product. Please note that we cannot exchange for another product. If there is no stock available for exchange, we will refund you the money. If the delivery was made in error, we will exchange the same product for the correct one. If we do not have the item in stock to replace it, we will refund you the money. We will pay the shipping costs for the return. Please contact our customer support for return shipping instructions.
Do you accept overseas mail shopping?
We are sorry. No international orders available.
Returns and exchanges
Can I return items?
We do not accept any returns for reasons attributable to the customer. If you wish to return or exchange a defective product or a product that has been damaged during shipping, please contact our Customer Centre within 7 days of receiving the product. In such cases, the shipping costs will be borne by the Company.
*Without prior notification, returns (defective items only) will take longer to receive a refund, so please be sure to contact us in advance.
*Please note that we may not be able to accept returns depending on the reason for return.
Products subject to return/exchange.
Products that are clearly defective in terms of product specifications (excluding products that have undergone USED processing).
Products that have been damaged or soiled in shipping.
Products that have been delivered with a different product to the one in the confirmation email after the order was placed.
Products that are not eligible for return or exchange.
Merchandise that has been returned without prior notice.
Products that have been returned without prior notice.
Products that have been used.
Products that have been used, sold, grab-bag, outlet products, archive sale products.
Merchandise packaging (case, bag), tags (product tag, price tag), accessories, warranty card, certificate of authenticity.
Products that are not part of a set (for set products, please return the entire set together).
Products that are scratched, damaged or stained, or have an odour of perfume, cigarettes, etc., at the customer's disposal.
Foodstuffs (e.g. supplements) and cosmetics that have been opened.
Hygiene products such as underwear and swimwear.
Products sent directly from the manufacturer.
Goods with a courier slip attached to the shoe box.
Please note that although we handle all our products as new, there may be some fraying or creasing during the production process.
In the event of an exchange, we may have to refund you for items that are not in stock.
Please open the packaging as soon as possible when the order arrives at your doorstep and check the order.
When returning an item, please send back everything that was delivered. This includes shop bags and catalogues that are included in the package due to campaigns, etc.
In the case of defective products, please contact our customer support team so that we can check the situation.
How will I be refunded?
Please refer to the following information, as it depends on the payment method.
If you have used a credit card payment
The refund will be made by credit card cancellation and partial refund. Please note that in the event of a credit card refund error, we may change the refund to an ‘account refund’.
We will contact you in the event of an error.
Can I exchange items?
We only accept size exchanges of the same item, subject to availability.
You can only exchange once. Colour exchanges are not available.
We cannot accept exchanges for archive sale items.
Please note that we may not be able to accept exchanges depending on the reason for the exchange.
About NEWS LETTER
How can I register for the NEWS LETTER?
Please follow the procedure below to register for the NEWS LETTER.
If you are a registered member
(i) Log in to My Page.
(ii) Click on ‘NEWS LETTER Registration/Unsubscription’.
(iii) Check the box for the NEWS LETTER you wish to subscribe to.
(iv) Click on the ‘Subscribe with these details’ button to complete the process.
If you are not a registered member
(i) Access the NEWS LETTER registration page.
(ii) Enter your e-mail address
(iii) Check the box for the NEWS LETTER you wish to subscribe to.
(iv) Click on the ‘Register with these details’ button to complete.
I have not received the NEWS LETTER.
Even if you have not set up a filter yourself, your carrier may have automatically set up a filter due to an update.If you are not receiving emails from CIOTA ONLINE SHOP, please cancel the ‘@ciota.jp’ domain designation.
How to cancel the domain designation
→ docomo: Add to ‘Domains or addresses you wish to receive individually’.
→ au: Add to ‘Receiving list’.
→ softbank: Add to the ‘Receiving permission list’.
*This may differ slightly depending on the handset you are using. For details, please contact your mobile phone company.
How can I unsubscribe from the NEWS LETTER?
Please follow the procedure below to unsubscribe from the NEWS LETTER.
If you are a registered member
(i) Log in to My Page.
(ii) Click on ‘NEWS LETTER registration/unsubscription’.
(iii) Uncheck the box for the NEWS LETTER you wish to unsubscribe from.
(iv) Click the ‘Register with these details’ button to complete the process.
If you are not a registered member
(i) Access the NEWS LETTER registration page.
(ii) Enter the e-mail address of the customer to whom NEWS LETTER is distributed.
(iii) Uncheck the boxes for the NEWS LETTER you wish to unsubscribe from.
(iv) Click the ‘Register with these details’ button to complete the process.
Please note that it may take up to 5 days for the cancellation procedure to be completed.
Please contact our customer support if you continue to receive the newsletter for more than 10 days after unsubscribing.
System errors
An error message is displayed.
It depends on the connection environment of the terminal you are using, so it is difficult to provide detailed information on the cause. If the error message persists, please delete your browser's cookies and cache, turn off your device and access the site from the TOP page again. If the problem persists, please contact our customer support with the following information.
The model you are using
Browser used
Error message displayed
The date, time and time of day when the problem occurred.
Information on the product you tried to purchase (e.g. product name, brand, etc.)
The situation at the time (which page did you enter?,etc.)
Recommended environment
What is the recommended environment?
CIOTA ONLINE We recommend the following browsers to view the CIOTA ONLINE SHOP comfortably.
Web browsers
For Windows:
Microsoft Edge latest version
Mozilla Firefox latest version
Google Chrome latest version
For Macintosh OSX:
Safari Latest version
○ Mozilla Firefox latest version
Google Chrome latest version
It is assumed that the above browsers are used with CSS and JavaScript functions enabled.
When using OS X Internet Explorer or browsers prior to Mac OS 9.x, part of the layout may not be displayed correctly.
Recommended monitor size.
1152 x 864 pixels or more.
Website for smartphones
For iPhone users:
OS: iOS 11 or later
Browser: Standard browser
For Android users:
OS: Android ver. 8.0 or later
Browser: Standard browser
Recommended communication speed
Broadband environment recommended