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FAQ

The Familiar global online shop is the official site of Familiar Ltd.

Stores

Does Familiar have stores outside of Japan?

We don7t yet have any stores outside Japan. We look forward to announcing the opening of new stores in the future.

Do you provide a tax refund service?

We offer tax-free shopping at our Motomachi and Ginza flagship stores in Japan.

Products

Does the listed price include VAT or import duties?

The list price does not include VAT, import duties. Any extra charges incurred, including taxes payable upon delivery of goods, are to be met by the customer.

How can I check Familiar sizing guidelines?

You may check our sizes in our Size chart.

Can we purchase all products via your online shop?

At present we offer a limited number of products on our online store but will be adding more soon. We are sorry for any inconvenience.

What are your care instructions?

Other than a few exceptions all products come with care instruction labels using symbols for give washing and drying recommendations.

Exhange and Return

Can I return or exchange products?

All sales are final and returns or exchanges can be accepted only if the product has defects. We cannot accept returns or exchanges if you have simply changed your mind about the purchase. Please contact us if you have any queries.

Payment

How can I pay for my orders?

We can only accept payment via credit or debit card. We accept VISA and MasterCard. Please be reminded that the listed price does not include VAT or import duties. These charges are to be met by the customer.

Contact

How can I contact customer service?

Please contact our customer servics team via email.

Shipping

Which countries does Familiar deliver ship to?

We currently ship to the UK and France using FedEx.

What are your delivery charges?

We offer free delivery for orders above £100(including tax), there is a fixed shipping charge of £20for UK

How can I track my order?

We will send you a FedEx tracking number once your order is shipped. You may then track your order using FedEx's tracking service, or you can contact us directly if you prefer.

Do you offer a gift-wrapping service?

Sorry, we do not offer gift-wrapping at present.

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