Ordering

You can place orders through our online store 24 hours a day. You may also order without creating an account or logging in.

After you place an order, we will send an order confirmation to the email address you entered. Please check that your order details and delivery address are correct.

For pre-orders, made-to-order items and limited editions, please check the sales conditions and expected shipping date on each product page before ordering.

Payment

We accept the following payment methods.

• Credit cards (Visa, Mastercard, American Express and JCB)
• Shop Pay
• Apple Pay
• Google Pay
• Paidy (buy now, pay later)
• Rakuten Pay
• PayPay
• au PAY

Available payment methods may vary depending on your device and the payment provider's conditions. Please check the methods shown at checkout.

Payment timing and fees are subject to each payment provider's terms. Please check the information at checkout and the provider's guidance.

Membership and points

Members can view their order history and membership card, earn and redeem points, and download PDF receipts from their account.

Points can be earned and redeemed at the Ginza Flagship Store, ecute Ueno and our online store, with one shared balance.

Using points online

Log in, enter and apply the number of points you wish to use in your cart, then proceed to checkout.

Earning and using points in store

At checkout, show the QR code on your membership card in your account to our staff. To redeem points, tell our staff how many points you wish to use.

You can check your points balance in your account. Please see our website or in-store information for earning rates, eligible purchases, when points are credited and other conditions.

Points expiry

Points expire one year after the most recent date on which you earned or redeemed points. Each time you earn or redeem points, the expiry date of your entire points balance is extended for one year from that date.

Expired points cannot be used.

For cancellations and refunds, we adjust points as appropriate, including reversing points earned on the purchase or returning points used.

Coupons

Enter and apply your coupon code at checkout.

Online coupons do not discount shipping charges.

Please check each coupon's information for eligible products, validity, minimum spend, usage limits and other conditions. Whether multiple coupons can be combined is subject to each coupon's terms or the conditions shown at checkout.

Points and coupons can be used together. To use both, please follow these steps.

1. Enter and apply the number of points you wish to use in your cart.
2. Proceed to checkout, then enter and apply your coupon code.
3. Check the discounted order total and place your order.

Receipts

Members can download PDF receipts from their order history in their account. You can specify the addressee and receipt description.

We generally do not enclose delivery notes or statements showing prices, making our products suitable for gifts.

Shipping

Orders are delivered by a carrier selected by us, such as Yamato Transport or Japan Post. As a rule, customers cannot select the carrier.

For standard items without a requested delivery date, we ship as soon as your order is ready after payment is completed, within 7 days. If you select a delivery date, we arrange shipment for your requested date.

For pre-orders, made-to-order items and limited editions, the shipping schedule stated on the product page takes precedence.

We currently deliver within Japan only.

Shipping charges vary by destination and order contents. The actual charge is shown at checkout.

For multiple delivery addresses, please place a separate order for each address. For corporate bulk orders and deliveries to multiple addresses, you can also contact us using our enquiry form.

Delivery date and time

In your cart, you can select a delivery date from 5 to 28 days after your order date and a delivery time slot.

If you need delivery earlier than the available dates, please leave a note with your order, call our Ginza Flagship Store (03-4400-5491), or contact us using our enquiry form. We may be unable to meet your request.

If you do not select a delivery date or time, we will ship as soon as your order is ready.

Delivery date and time selection may not be available for pre-orders or made-to-order items.

Delivery at your requested date or time may be affected by the product, destination, weather, traffic or carrier operations.

Cancellations

We accept cancellations only before shipment preparation begins. Please contact us as soon as possible if you wish to cancel.

We do not accept cancellations for personal reasons once shipment preparation has begun or the order has shipped.

If you have already paid, refunds are generally made through the original payment method.

Returns and exchanges

As our products are food items, we do not accept returns or exchanges for personal reasons.

If there is a problem for which we are responsible, such as damage, missing items or an incorrect product, please contact us using our enquiry form within 5 days of delivery.

After reviewing the situation, we will arrange a replacement, refund or other appropriate solution. We will cover any necessary shipping costs.

Gifts

FRIANDS GALLERY offers a range of products suitable for gifting.

Paper bags and large paper bags are ¥55 each, gift wrapping is ¥20, and noshi gift slips are free. Please check each product page and your cart for available services and how to select them.

For noshi gift slips, please specify the type, inscription and name as required.

To send a gift directly to the recipient, enter their address as the delivery address. We generally do not include documents showing prices.

We welcome enquiries about corporate gifts and bulk orders, including smaller quantities. Please use our enquiry form to tell us your quantity, budget, preferred delivery date and destination.