User Guide/Frequently Asked Questions

About your order

how to order
1. When you press the "Add to Cart" button on each product page, the product will be added to your shopping cart.
2.Once you have decided on the items you wish to purchase, proceed to the order screen from the "Shopping Cart" page.
3. You can easily shop by entering your customer information, payment method, etc. on the order screen.
order confirmation email
When your order is completed, we will send an order confirmation email to the email address you entered. Please check the contents of the email and contact us using the inquiry form if there are any mistakes.
If you contact us on Saturdays, Sundays, or holidays, we will reply on the next business day.
*We may not be able to reply for a long period of time, such as during the summer, year-end, and New Year holidays. Please note.
About receipt
If you need a receipt, please select "I want" for the receipt information item on the payment method selection screen and fill in the "address" and "proviso". You can download it from your purchase email or My Page.
*If paying at a convenience store, please specify "receipt request" in the remarks column and fill in the "address" and "proviso". We will ship it together with the product.
Privacy protection
Your personal information (address, name, phone number, email address, etc.) that you have entered will be used only for the purpose of shipping products and after-sales follow-up (information on our new products and services).
Privacy PolicyherePlease check from
Impersonation order countermeasures
In order to prevent spoofing orders, etc., the person in charge may contact you by phone depending on the content of the purchased product, the payment amount, or your e-mail address (in the case of free e-mail, etc.).
If you have purchased the same product multiple times or if your name, furigana, e-mail address, phone number, or address are incomplete, we may cancel your order.
Thank you for your understanding.
About phishing scams
There has been an increase in fraudulent use of e-mails disguised as e-mails from existing credit card companies, banks, online shopping companies, etc., and luring recipients to fake websites, where they are tricked into entering credit card information and personal information.
You will never receive such an email from us, but in the unlikely event that you receive an email with such content by misusing our name, please contact us or the consumer center and enter your card information etc. Please avoid doing so.

About payment

payment method
The payment method at MUVEIL Online Shop is
・Credit card ・Convenience store (advance payment)
・Rakuten Pay ・PayPay
・Amazon Pay
You can use.

*Reserved items can only be paid by credit card.
Change payment method
Due to our system, we are unable to change the payment method after the order has been confirmed. Please note.
credit card
VISA/MASTER/JCB/AMEX/DINERS

About the number of times of use "1 time / 2 times / 3 times / 5 times / 6 times / 10 times / 12 times / 15 times / 18 times / 20 times / 24 times / revolving payment" can be used.
*Payment in installments may not be available depending on the customer's credit card status. For details, please contact your credit card company directly.
Convenience store (advance payment)
The "payment number" required for payment is described in the purchase email sent after the order is completed, so please pay at a nearby convenience store.
* It may take several hours to reflect.

Available convenience stores Lawson, FamilyMart, Ministop, Seicomart

Payment deadline Within 3 days from the order date If the deadline has passed, the order will be automatically cancelled.

If you do not receive the e-mail There is a possibility that there is an error in the registered e-mail address, or that the e-mail has been rejected/spam by your e-mail software (app).
If you cannot confirm the e-mail, we will resend the e-mail, so please contact us from the inquiry form.

* Payments exceeding 300,000 yen cannot be made at convenience stores (payment in advance).
Rakuten Pay
Smooth payment is possible using the usual Rakuten ID and password.
For details on "Rakuten Pay",herePlease confirm.
*Transition to an external site.
PayPay
Only PayPay balance payment is supported, so please check the balance in advance before using.
After the payment is completed, please wait until the screen automatically switches to the shop screen.
Amazon Pay
If you use Amazon Pay, you can use your Amazon.co.jp account to make quick purchases.
Simply by selecting the credit card information and shipping address registered in your Amazon account, you can shop without entering any new information.

About reserved products

About reserved products
The shipping schedule may change due to production and shipping circumstances.
The sales date at the store may differ.
Item sizes are based on product samples, so there may be slight differences from the actual product.
The product in the image is a sample, so the actual product and specifications may differ.
Payment for reserved products
Credit card payment only.
Your credit card will be debited at the time of delivery.
Even if you purchase a pre-order item together with a regular item, your credit card will be debited at the time of delivery for the pre-order item.

*If there is a payment error due to the customer's credit card, we will inform you of the payment error and payment method to the registered email address.
Please note that if there is no reply, it will be canceled automatically.
Delivery of reserved products
Combined shipping of reserved items and regular items is not possible.
Reservation product order change/cancellation
We do not accept order changes/cancellations or returns/exchanges due to customer's convenience.
Please feel free to contact us from the inquiry form if you have any questions about the product or size you are interested in.

Regarding delivery

home delivery trader
Yamato Transport
postage
Nationwide flat rate: 700 yen
MUVEIL Online Shop members receive free shipping on orders over 35,000 yen.
*Pre-ordered items are not eligible.
* MUVEIL Online Shop members with Silver status or above will receive free shipping regardless of the order amount.
Days to product delivery
We aim to deliver your order within 3 to 5 business days at the shortest, but it may take longer depending on the stock status.
Distribution center business days
Weekdays (Mon-Fri) 11:30-18:00
Year-end/New Year holidays/summer holidays available When the product is delivered, if you are not at home, an absentee ballot from Yamato Transport will be posted. Please contact Yamato Transport from the customer and specify the date and time of redelivery.
Yamato Transport will keep your luggage for about one week. If the package is returned after the deadline, it may be processed as a return.

About returned goods exchange

About returned goods exchange
When you receive the product, please check to make sure that it is not different from what you ordered.

If you receive a product that is different from your order or is defective, we try to reproduce the product photos as accurately as possible, but there may be slight differences depending on your environment, monitor, etc. Please note this in advance.
We take great care in the quality of our products and shipping procedures, but if the product you receive is different from your order or is defective, please contact us via the inquiry form within one week of receiving the product. We will guide you through the return procedure.
If more than one week has passed since the product arrived, we cannot accept returns.

We do not accept order changes/cancellations, returns/exchanges due to customer convenience. If you have any questions about products or sizes, please feel free to contact us using the inquiry form.

However, Silver Members and above may exchange products as a membership benefit (however, exchanges cannot be made in the following cases):
・Used products (items without tags, packaging, etc., or items that have been washed)
・When we determine that the number of exchanges is significantly high ・When the product is out of stock (However, even if the product is in stock, we may not be able to accept it for our own reasons.)
・Sale items ・Items that have been scratched, broken or soiled while in the customer's possession ・Items purchased for the purpose of resale (including items that our company determines to be for the purpose of resale)
The exchange will be as follows:
① Exchange period: Please return the product to FRIENDS EC Co., Ltd. within two weeks from the day after you receive the product.
②How to exchange Please apply within one week of receiving the product by filling in the inquiry form with your name and the product you wish to exchange.
After contacting us, please return the product to the address specified by us below.
Please note that we cannot accept your return if we do not receive any contact from you within one week of receiving the product.
*Please note that in the case of exchanges due to customer reasons, stock is not guaranteed.
③Return address: 7F, Keiai Building, 3-21-8 Hongo, Bunkyo-ku, Tokyo 113-0033
FRIENDS Co., Ltd. E-commerce department ④Shipping costs for returns Please pay the shipping costs for the return.

About gift wrapping

About gift wrapping
We will wrap the ordered product with MUVEIL original wrapping material and send it to you. Please use it as a present for your loved ones.

If you would like gift wrapping, after adding the product to the cart, the gift wrapping selection button will be displayed on the cart screen, so select it and add it to the cart.
For more information about gift wrapping packagingherePlease refer to the.

About the membership program

About DREAMLAND MEMBERS PROGRAM
DREAMLAND MEMBERS PROGRAM is a program that provides benefits according to the membership stage.
Detail isherePlease refer to the.
About membership stages
We will set the membership stage according to the annual purchase amount.
*The annual purchase amount is the tax-included amount including shipping costs from April 1st to the end of March of the previous year.

Gold member: Annual purchase amount of 500,000 yen or more Silver member: Annual purchase amount of 200,000 yen or more and less than 500,000 yen White member: Annual purchase amount of less than 200,000 yen

*The stage is updated once a year (every April). *
* There will be no stage changes during the period.
* Orders that reflect the "purchase date" within the target period are eligible.
* It may take a few days for the membership stage update to be reflected.
About the point system
You can earn points by shopping at MUVEIL Online Shop.
1 point will be returned for every 100 yen of product price (including tax).
*Please refer to the membership stage for the return rate.
* The point grant rate for sale items is uniformly 1%.
Grant of points
It will be added 14 days after the delivery date of your order.
Using points
Accumulated points can be used in units of 1 point, with 1 point = 1 yen from 500 points or more.
Point expiration date
Valid for 1 year from the date of final purchase.
You can check the expiry date of your points from My Page.
* Points will automatically disappear after the point expiration date.