We're very sorry if you have had an unhappy experience with us and would like to complain. Please contact our Customer Service Team using one of our contact methods so we can try to make matters right for you.

This can be either by email

You can also write to us at our registered office address

Room 302, Laurier Building, 3-7-8 Ikebukuro, Toshima-ku, Tokyo, Japan

Room 511, 5th Floor, Mingsheng Industrial Building, 19-21 Xingye Street, Kwun Tong, Hong Kong, China

Our Customer Service Team are here to help

Monday to Friday 8am to 7pm

Saturday 8am - 5pm

We endeavour to respond to issues within 48 hours and aim to resolve complaints within 14 working days. We will expedite all urgent complaints. To help us do this, please provide your name, email address, contact telephone number, order number or store name and details of your complaint.

If you have already spoken to our Customer Service Team and your complaint hasn't been resolved, our Customer Service Management Team are happy to step in. Please contact in the same way but mark your message for the attention of the Customer Service Manager.