FAQ
Most frequently asked questions
Shopping Basics
"What Shipping Methods Are Available?"
Within Japan, your product will be shipped to you by "Takkyubin" (Express Shipping) by either Yamato or Sagawa transport.
Outside of Japan, your product(s) will be shipped by one of our international carriers.
Shipping fees will be added during check out.
"What are your shipping and return policies?"
In general, we don't have a return policy.
Please be sure of your order quantity, color and size before placing your order.
*NOTE Sizes are displayed in centimeters
In extreme cases of defective merchandise, we will consider replacing the item you purchased with the exact same item from our inventory. In this case, you must provide adequate proof that the merchandise was defective when you received it and not due to customer wear. Any defective item must be returned within two weeks after we have determined that it was defective from the factory.
"Do You Ship Internationally?"
Yes, we have several international carriers available to us here in Japan e.g. (Yamato, FedEX, DHL, UPS) and others.
We will choose the carrier most reasonable and efficient to get your purchases to you as quickly as possible. However, in some cases our products may be shipped directly to you from our factory.
Our standard shipping zones are:
Japan (Nationwide)
North/Central America (United States, Mexico, Canada)
Oceania (Australia, New Zealand, Guam)
United Kingdom
If you happen live outside our standard shipping zones we may still be able to ship to you, however, we will need to calculate a specific shipping cost for your area.
*NOTE: That due to the conditions resulting from Covid-19, shipping times may be extended more than normal.
"How can I determine my clothing size?"
Our clothing sizes are based on sizes available here in Japan.
Our clothing size charts are in centimeters so please be mindful of that when ordering internationally. We are currently working on a size conversion chart to aide our international customers in their purchases.
Payments
"What Payment Methods Are Accepted?"
Payments can be made via secure credit card transaction, Apple Pay, Google Pay, PayPal or by direct bank payment to our account. We are working on accepting other payment methods in the very near future.
If you choose to make payment via direct bank transfer, be mindful that international transactions can be quite expensive and it might be better to make your purchase via secure credit card transaction or PayPal.
Our bank information is as follows:
Company Name: 有限会社 EMERGE（イマージュ）/ Emerge Inc.
Bank Name (みずほ銀行): Mizuho Bank
Branch Name (市ヶ尾支店): Ichigao Branch
Account Number / Regular Savings (普通口座): 1079111
Branch Number (店番号): 632
BIC / SWIFT Code: MHCBJPJT
Mizuho Bank Code: 0001
Make your payment directly into our bank account. Please include your Order Number in the transfer name as payment reference.
*Please note your order will not be processed until we have confirmed your payment.
If you have any problems processing your order, please email us at: support@sptmbr.global
"Do you accept international credit cards?"
Yes we do.
"Which credit cards do you accept?"
At the moment, our system can only accept:
American Express
Visa
Mastercard
"Is my credit card secure?"
Yes, we use the same credit card security measures as any other online retailer. We use a professional credit card processing agency and we have absolutely zero access to your credit card information.
"Do you charge sales a tax?"
Yes, a sales tax will be applied to your purchase at checkout.
Exchanges & Returns
"What items can I exchange?"
In general, any item can be exchanged for a different size and/or color as long as the following criteria are met:
Exchanges must be returned within two weeks of purchase and must be in the same condition as when first purchased.
Items to be exchanged must be kept in their original packaging.
Some of our items, due to their unique characteristics, must meet the following conditions in order to be exchanged:
- Swimwear: may not be exchanged or returned.
- Undergarments: may not be exchanged or returned.
- Accessories: must be returned in their original, intact packaging.
- Fragrances: Must be returned in the original sealed packaging.
- Cosmetics: the item must be returned unused, sealed and in its original packaging
- Personalized items: Due to the custom nature of these items, returns and exchanges are not permitted.
"I want to return my purchase! What do I do?"
We generally do not except returns, see the section above about exchanges.
"How can I get a refund?"
All purchases are final.
We do not offer refunds.
We only offer exchanges when the situation warrants it.
"How Can I Cancel Or Change My Order?"
If you make an account with us when checking out, you may then log back into your account dashboard at any time to change or cancel your order.
*However if your wait too long and your order has already shipped, we may not be able to change your order. If you wish to change or cancel your order, we ask that you do it within 48 hours of your purchase so that we may have adequate time to properly meet your request.
"How can I get more assistance if I need it?"
Please email us at: support@sptmbr.global