- No international shipping. Shipping with Japan only. Hokkaido, Okinawa, and other remote islands require additional shipping fees
We have compiled the most frequently asked questions to help our foreign resident customers better understand our services and policies. To ensure accessibility for all customers, we provide multilingual support throughout our shop to help you understand product details and important information in your preferred language. If you have any questions that are not covered in this FAQ section, please don’t hesitate to contact us via contact form- we’re here to help make your shopping experience as smooth as possible.
We accept the following payment methods through WooPayments:
Orders can only be cancelled within 60 minutes of placement. After 60 minutes, we cannot accept cancellations or changes. To cancel within the 60-minute window, please contact us via our inquiry form or email: alla-moda@orchidcc.com. Phone cancellations are not accepted.
We only accept returns and exchanges for defective products or items damaged due to our fault. You must contact us within 3 days of receiving the product via email or phone. Customer convenience returns and exchanges are not accepted under any circumstances.
No, we do not ship internationally. All orders must be delivered within Japan only.
Shipping is free for most areas within Japan. However, additional charges may apply for Hokkaido, Okinawa, and other remote islands. We use designated carriers (Sagawa Express, Yamato Transport, Seino Transportation, etc.) and customers cannot specify their preferred delivery company.
Orders are shipped within 1-7 business days after payment confirmation or order acceptance. During busy periods or for out-of-stock items, delivery may be delayed. We will notify customers via website announcement, email, or phone if delays occur.
Bicycles (except those marked as “fully assembled”) are delivered 70-90% assembled. Customers need to attach pedals, saddle, basket, adjust handlebars, and install various accessories. Final maintenance and adjustment at a bicycle shop is recommended. We do not take responsibility for assembly or adjustments.
No, we do not provide anti-theft registration services. Customers must register their bicycles themselves at local bicycle shops or police stations. This registration is legally required in Japan. You will need ID, the bicycle, and the warranty certificate for registration.
The following items cannot be returned or exchanged:
All deliveries are made to the entrance/doorstep only. We do not provide unpacking, assembly, or installation services. For large items, please ensure they can fit through your entrance and doorways before ordering, as we cannot cancel orders due to delivery access issues.
For bicycle defects or initial problems, warranty and repair services are handled directly by the manufacturer according to their warranty terms. Please contact the manufacturer’s support team using the information provided in your warranty booklet. Our store does not provide initial defect confirmation or warranty services for bicycles.
Delivery date and time specifications may not be available depending on your location. Due to inventory status, pre-order items, traffic conditions, and weather, we cannot guarantee delivery on your requested date/time. For fastest delivery, please place your order without specifying a delivery date.
Bicycles are inspected and adjusted at the factory, but vibrations during shipping may affect these adjustments. While customers can make adjustments themselves, bicycles are delivered expecting final maintenance at a bicycle shop. Re-adjustments are not covered under warranty.
Special cancellations (approved by our store) incur a cancellation fee of 3,000 yen. Same-day shipping cancellations cost 3,000 yen plus round-trip shipping fees. If packages are returned due to long-term absence or storage period expiration, customers will be charged 3,000 yen plus round-trip shipping fees.
We do not provide warranty or returns for “cannot assemble” or “unclear instructions” unless there are structural problems with the product itself. Assembly tools are included (Phillips screwdriver may be required separately). Final assembly and maintenance at a bicycle shop is recommended, especially for gifts.
Yes, shipping is free for most areas within Japan. However, please note that Hokkaido, Okinawa, and other remote islands may require additional shipping charges or may not be available for delivery. Please contact us for specific information about these areas.
