Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

Shipping
  • When will my order arrive?
    Orders are typically shipped within 2–3 business days. Estimated delivery times:
    Yu-Pack
    Hokkaido: 2–3 days; Other major regions: 1–2 days; Okinawa: 2–3 days
    Yu-Packet
    Hokkaido: 3–4 days; Kansai: 1–2 days; Okinawa: 4–5 days, etc.
  • How will my order be packaged?
    We use discreet packaging to protect your privacy, with only "AeeYaa" listed as the sender.
  • Delivery to hotels or accommodations
    Unfortunately, we do not support deliveries to these locations.
  • Choosing a courier
    You cannot specify a courier. Your order will be delivered via Sagawa Express, Yamato Transport, or Japan Post.
  • How much is shipping?
    Shipping is free on all items across Japan. There are no additional shipping fees, including for Hokkaido, Okinawa, and remote islands.
  • How can I track my order?
    Once your order has shipped, we will send you an email with a tracking number. Please also check your spam folder.
Payments
  • How do I use a coupon?
    Enter your code in the "Coupon Code" field at checkout and click "Apply."
  • Can I use multiple coupons?
    Only one coupon can be used per order.
  • My coupon isn't working
    If it still doesn't work after re-entering it, please contact us via LINE or email.
    📩 service@aeeyaa.com ／ 💬 LINE Official Account: AeeYaa
  • Requesting a receipt
    We do not issue paper receipts for environmental reasons. Please use your order confirmation email.
  • Changing payment methods
    You cannot change your payment method once an order has been finalized.
  • Why was my credit card declined?
    This could be due to typos, an expired card, or exceeding your credit limit. Please contact your card issuer.
Orders
  • I haven't received my order
    Please check your order history. We will provide assistance based on whether the order has shipped or not. Please verify your tracking number.
  • I didn't receive an order confirmation email
    Please check your spam folder or your domain receiving settings (e.g., docomo, au).
  • Changing order details
    You cannot change your order details once the order has been finalized.
  • Combining orders
    Due to our system, we cannot combine separate orders into one shipment.
  • Adding a coupon after ordering
    Coupons cannot be added or changed after an order is finalized.
Products
  • How do I choose the right size?
    Please check the "Size Guide" on the product page.
  • Should I choose the same size as my last order?
    New products may have different sizing, so please refer to the size guide.
  • What is the return period?
    Please submit your request within 30 days of delivery.
  • How do I wash, dry, and store lingerie?
    Detailed instructions are available on the product page and size guide. Please check the categories below:
    ▶ Washing / Drying / Storage
After-Sales Service
  • The size doesn't fit
    Please contact our customer support via LINE or email.
  • Exchanging defective items
    Please contact us within 7 days of delivery. We will arrange an exchange or refund.
  • Returns and exchanges
    Returns and exchanges are possible within 7 days for unused items. Please also check our "Return Policy."
Other
  • Do I need to register as a member?
    You can purchase as a guest, but registering gives you access to exclusive discounts and points.
  • Checking order history
    Log in to your account and go to "My Account" > "Order History."