FAQs
Registration and My Page
What are the benefits of registering as a member?
What are the benefits of registering as a member?
You can view your order history and save your address, making future purchases smoother.
What information is required for registration?
What information is required for registration?
You can register with just your email address. No password is required.
Please tell me how to log in.
Please tell me how to log in.
Enter your registered email address, and you will receive a one-time login code by email.
Do I need to set a password?
Do I need to set a password?
Passwords are not required with the current specifications. Please use the one-time code sent to your email.
Is there a fee for membership registration?
Is there a fee for membership registration?
Available for free.
About Your Order and Payment
What payment methods do you accept?
What payment methods do you accept?
The following payment methods are available:
- Credit Card (VISA / MasterCard / JCB / AMERICAN EXPRESS / Diners Club / Discover)
- Apple Pay / Google Pay / Shop Pay
- Convenience Store Payment
- Bank Transfer
- Cash on Delivery
Can I cancel or change my order after it's been placed?
Can I cancel or change my order after it's been placed?
It is possible if your order has not yet been prepared for shipping. Please contact us using the inquiry form.
Can I get a receipt?
Can I get a receipt?
If you need a receipt, please let us know in the special notes section of the purchase screen.
What types of credit cards do you accept?
What types of credit cards do you accept?
The following credit cards are accepted:
- VISA
- MasterCard
- JCB
- AMERICAN EXPRESS
How do I place an order?
How do I place an order?
You can add items to your cart and proceed with your order according to the checkout process. For more details, please refer to the Usage Guide.
Shipping & Delivery
How much is the shipping fee?
How much is the shipping fee?
Free shipping on orders over ¥6,000 (tax included). For orders below this amount, a flat rate of ¥500 (tax included) will be charged nationwide.
How long does it take from order to shipping?
How long does it take from order to shipping?
After payment is complete, we will pack and ship your order within 3 business days. (Closed on Saturdays, Sundays, and public holidays)
Do you ship internationally?
Do you ship internationally?
Currently, we only ship within Japan.
Returns, exchanges, and cancellations
Can I return or exchange the item?
Can I return or exchange the item?
Cases where returns/exchanges cannot be accepted
- If the product has been used
- If the product has been soiled or damaged due to the customer's responsibility
- If more than 7 days have passed since the product arrived
- If the product is non-returnable
- If it is due to customer's personal reasons such as a difference in image or no longer needed
Are there any non-returnable items?
Are there any non-returnable items?
Some items, such as earrings and sale items, are non-returnable.
What if I received a defective product or a product different from what I ordered?
What if I received a defective product or a product different from what I ordered?
We apologize for the inconvenience. We will immediately replace the item or issue a refund.
Can I exchange sizes?
Can I exchange sizes?
We can only process orders if the item is in stock. Please contact us via the inquiry form.
Regarding the product
Do the colors and patterns of the natural stones match those in the photos?
Do the colors and patterns of the natural stones match those in the photos?
As this product is made from natural materials, the color and pattern may vary slightly for each item.
Do stones change over time?
Do stones change over time?
Natural stone may change in color or luster depending on the environment in which it is used.
Is the metal part hypoallergenic?
Is the metal part hypoallergenic?
This varies depending on the product. Please check each product page.
Will this item be restocked?
Will this item be restocked?
Popular items may be restocked.
How do I care for natural stone jewelry?
How do I care for natural stone jewelry?
Gently wipe with a soft cloth and store away from direct sunlight.
Are there any stones that are sensitive to water or sweat?
Are there any stones that are sensitive to water or sweat?
Please note that depending on the arrival period, there may be differences in color, cracks, or chips. (Including natural stones, colored natural stones, and processed natural stones)
Can I request repairs or renovations?
Can I request repairs or renovations?
Depending on the content, there may be a charge. Please contact us for details. Please contact us via the inquiry form.
Other
Can I purchase this at a physical store?
Can I purchase this at a physical store?
You can also purchase these items at Stone Market stores nationwide. However, please note that product availability varies by store, so the same item may not be available everywhere. For inventory status, please contact each store directly.
Can I reserve an item?
Can I reserve an item?
We do not hold items. Once an order is placed, we ship it as soon as it's ready, so please place your order when you are able to receive it in the near future.
Can I order by phone or fax?
Can I order by phone or fax?
We only accept orders placed through our online shop.
How can I contact you?
How can I contact you?
Please contact us using the inquiry form on our website.
