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Shopping Guide

Thank you for visiting the Familiar global online shop.
The Familiar global online shop is the official site of Familiar Ltd.

How to order

1. Product search and selection
Please browse our site to select products, being sure to check sizes on our Size Chart.
To add your selected products to the shopping cart, please click on the “Add to Cart” option.

2. Shopping cart
Shopping Cart
You can order up to 20 items per order.
・The products in your shopping cart will remain for 30 minutes,after which time the selected products will be canceled automatically.
・Please note that your order is not finalised at this stage.

You may change quantity or cancel items that are placed in the shopping cart.
By clicking on ‘Proceed to Checkout’ you will move on to the next stage.
Please note that your order is not finalised at this stage.

3. Ordering
・Address details
We can only send orders to your specified billing address.
Please click on the ‘Continue’ button to proceed.
・Wrapping service
Unfortunately, we do not currently offer a gift-wrapping service and apologise for any inconvenience caused.

4. Payment
We can only accept payment via credit card.
We accept VISA and MasterCard.
We require a successful 3D-Authentication when you click on the ‘Continue’ button after having provided your card details.
Please be reminded that the listed price does not include VAT, import duty or any other extra charges.
These charges are to be paid by the customer.

5. Order confirmation and completion
Once you have confirmed your order please click on ‘Place order’.
We will send an ‘Order Confirmation’ e-mail to the address you have provided.
Please note that the customer is responsible for checking that all information provided is correct and complete.
Familiar cannot be held responsible for data-entry errors or any subsequent delays in delivery.
In such cases, any extra costs incurred are to be met by the customer.
Please note: if you do not receive an ‘Order Confirmation’ e-mail, it could be that your order has not been correctly placed or processed.
In this case, please contact us via e-mail at: customer_center@familiar-ltd.com

6. Shipping
Orders are shipped out within 5 working days (Japan time) following receipt of your order.
We will ship out to your specified address as soon as all your selected products are packed.
If you have any questions, please see our FAQ page or contact us via e-mail at: customer_center@familiar-ltd.com

Shopping Cart

Product availability
Whilst we strive to update our stock status on a regular basis, there may be cases when selected products are unavailable.
In this case, we will notify you via e-mail.

Size

Please be sure to check sizes on our Size Chart.

Price and Payments

Price
The price includes tax.

Payment
The Familiar global online shop accepts payment via VISA and MasterCard credit cards only.
We can only accept payment from the customer’s own credit card.
Any extra charges incurred will be in accordance with your credit card provider.
Payment will be taken automatically from the credit card account specified.
Please check with your provider if you require further details.

Security Code
This refers to the 3-digit number on the reverse side of your card.
We will require the security number and the 3D security answer to process payment.
・The Security Code and the 3D security function is not your personal password or identity number.
・We are unable to process payment from cards that do not carry a security number.

For further details on the security code please contact your credit provider.

Shipping

We will send your order within 5 working days* of receiving your order, subject to availability.
*Please note that working days exclude weekends, year-end and summer holidays.

We will notify you with a “shipping” e-mail once your order has been dispatched.
Delivery will be via FedEx service.

Shipping costs
We can offer free delivery for orders over £100(including tax).
In the case of orders below £100(including tax) there is a fixed charge of £20(including tax) for the UK.

Delivery status
Once you have received our “shipping” e-mail with your waybill tracking number,
please check delivery status via the FedEx tracking system.

Please note that orders cannot be cancelled at this stage.
In the event of your order not arriving, please contact the Familiar online shop and notify us of your FedEx waybill number.

If deliveries are repeatedly unsuccessful, we reserve the right to decline any further orders via our online shopping service.

Returns and Exchanges

Returns
In the case of wishing to return a product, please contact us.
We are unable to process return requests outside this 14 day period (from the day you ordered). Please be sure to carefully check products as soon as possible once your order has delivered.

Any delivery costs incurred are to be paid by the customer.

Please note that we are unable to accept returns for the reasons listed below.
・Products with missing or damaged packaging, tags or labels.
・Worn products (even if the item has only been worn once).
・Wrong size ordered.