FAQ

FAQ

Items

How do I find the right size and fit?

The size shown is the brand's size, and as a rule, the measurements are listed on the item's page.

Are your products authentic?

Archival items sold at OR NOT are screened for authenticity by Japanese experts. Should the product be found to be counterfeit, a full refund including return shipping will be propmptly issued to you.

Do you offer layaway?

We do not offer layaway.

Why are there multiple entries of the same item?

Multiple pages of the same item may exist due to reasons such as varying conditions (dirt, damage etc.), different manufacturers or different sales periods.

Your order

Do I need an account to place an order?

You need an account to place orders. You can make your OR NOT account here.

Do you offer gift-wrapping?

Not at the moment.

How long can I keep items in my cart?

The item will not be reserved by adding it to your cart.

When logged out:9 hours
When logged in:no limit. However, it will be deleted from your cart if sold out.

How can I confirm my order went through?

When logged in, you can confirm your order through your order history.

How can I cancel my order?

Orders placed within 30 minutes may be cancelled through your order history. For cancellations after 30 minutes, please contact the manfucaturer for each respective item.

Shipping

Do I need to pay shipping fee?

The shipping fee is included in the product price.

Do I need to pay customs duty?

Import duty and other handling charges are included in the product prize. (Only applies to deliveries to China, Taiwan, South Korea, India, Thailand, Singapore, Hong Kong, America, Canada, Australia, Swiss, Norway, Kuwait, Qatar, South Arabia, United Arab Emirates, Mexico and Brazil. Import duty is not included in the product prize for deliveries to other countries or regions, and there will thus be an additional payment of the import duty upon receiving your order.)

When is my product delivered?

We ship within three to ten business days after your order has been placed.

How do I change my delivery address?

Delivery address cannot be changed after dispatch.

How will the shipping be handled when making multiple purchases?

As a rule, your products will be consolidated into one shipment except when there is a big delay between the shipments from the manufacturers.

Payment

What payment methods do you accept?

We accept the following payment methods.

  • Visa
  • Mastercard
  • JCB
  • American Express
  • Diners
  • Debit card
  • PayPal
  • WeChat Pay(微信支付)
  • ALIPAY(支付宝)

We do not accept payment by cash or in installments. Thank you for your understanding.

When will the payment be debited?

It differs dependig on your payment method. For more information about the payment periods for each payment method: here.

Can I receive a receipt?

It can be issued. Please enter your name, email address and order number and contact us through here.

Can I change my payment method?

In case of orders placed within 30 minutes, we ask you to cancel and redo your order with your desired payment method. In case of orders which exceed 30 minutes, please contact each respective manufacturer.

Returns

How do I return an item?

We accept returns due to reasons other than defects in the item, such as not being what the customer had imagined or fitting issues, if the following conditions are met.

  • Ensure that the returned item reaches the manufacturer within 14 days since its arrival.
  • The item is unworn (does not apply to when it was tried on), unwashed, undamaged and is kept in the same condition as when it was delivered to the customer.
  • The items belonging to the following categories fulfil the following conditions.
    1. Boots and fashion accessories: The item is returned in its original box and put into the protective box it came with when delivered.
    2. Tights and stockings: The package is unopened.
    3. Accessories: The item is returned in the same condition as when it was delivered and together with the brand's packing material and documents.
    4. Vintage items and other used items: It is recognizable that the item is in the same condition as when it was delivered.

The customer covers any costs incurred by the return (shipping fee etc.) . For more information: here.

I received an item that wasn't as described.

Should an item other than the one you ordered be delivered to you, or noticeably diverge from the description of the item stated on its page, we accept returns.
OR NOT covers any costs incurred in such an event (shipping fee etc.).

  • If it is an unused item and we have exchangeable products in stock: Refund or exchange.
  • If it is an used item and we do not have exchangeable products in stock: Refund (we do not offer repairs).

We at OR NOT handle items whose each respective seller is screened for authenticity. However, should an item be discovered to run the risk of being counterfeit, please contact us through here.

Membership information

I forgot my login email address.

We must ask you to recreate your account. Your OR NOT account can be created here.

I forgot my password.

Please reissue your password from the login page. Your registered email address is necessary to reset the password.

I forgot my login email address and password.

We must ask you to recreate your account. Your OR NOT account can be created here.

How do I cancel my membership?

After logging in, proceed from Delete Account.

How do I unsubscribe from the newsletter?

After logging in, proceed from News.

EXP

What is EXP?

Experience points, shortened as EXP, are gathered for each individual brand.
EXP can be used to access various events and for features such as preemption at the events hosted by OR NOT.
Furthermore, your membership rank will be determined by your total amount of EXP. You will gain benefits at events hosted by OR NOT depending on your membership rank. For more information: here.

Can EXP be used as discounts when purchasing products?

EXP can soon be used to access various events and for features such as preemption at the events hosted by OR NOT. EXP cannot be used as discounts.

Can I change brand once I've converted my EXP into brand EXP?

At the moment, once EXP has been converted into brand EXP, it cannot be converted into other brand EXP.

Other

Can I sell you my used clothing?

We do not buy used clothing from customers.

Contact details by category

Regarding items: Please contact the manufacturer directly. The contact details for each manufacturer are listed on the item's page.
In case the manufacturer cannot be contacted: Please contact OR NOT's customer service through here.
Regarding how the shopping is conducted and other services: Please contact OR NOT's customer service through here.

Recently checked items

Welcome to
OR NOT

We collect archive items from trusted Japanese retailers.
We can ship them to your country.
If there is anything you would like to know about us,
please ask us from HERE.

Enjoy shopping!

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