FAQ
PRODUCT
About the product
How long does it take for denim to fade?
Indigo-dyed denim will gradually fade with repeated wear and washing. Non-wash items, in particular, will show changes quickly. Please refer to our column page for tips on how to care for them.
What is selvedge denim?
This denim is woven on an old-style shuttle loom, with a self-edge (selvedge) that prevents fraying. It's characterized by its high fabric density, which produces unique, three-dimensional fading.
How should I wash it?
Hand washing or using a delicate cycle with a laundry net is recommended. Wash separately for the first time to prevent color transfer. Avoid tumble drying.
CUSTOM ORDER
About custom orders
What is the lead time for custom orders?
Orders are typically delivered in approximately 4-6 weeks after confirmation. Please note that it may take longer during peak seasons (December and March).
Can I change the size after placing an order?
Changes are possible before production begins. Please contact us within 2 business days of receiving your order confirmation email. Changes cannot be accepted once production has started.
What can be customized?
For shipments within Japan, You can customize the silhouette, waist size, inseam length, wash, stitch color, and choose between a button fly or zipper. Please check the Custom Order page for details.
FULL ORDER
About full orders
Can I place a full order online?
full order are handled in-store. You will consult directly with our craftsmen to create a one-of-a-kind pair of jeans.
How do I book a full order?
Please apply using the dedicated reservation form.
► Click here for the full order reservation form
How long does it take at the store?
From measurement to design finalization, we estimate approximately 60 minutes for your visit to our store.
How long does a full order take?
Orders are usually delivered within approximately 1 to 2 months. For details, please refer to the Full Order page.
ORDER
Order and Payment
I haven't received my order confirmation email.
Please check your spam folder. If you still don't receive it, please contact us using the contact form.
Can I get a receipt?
If you need a receipt, please enter the name it should be addressed to in the order notes field when placing your order. We will issue it as a PDF.
DELIVERY
About shipping
Can I check the delivery status after it's shipped?
The tracking number is included in the shipping confirmation email. Please check the Yamato Transport website.
Can I specify the date and time?
For shipments within Japan only, you may specify a delivery date within one week from the order date. Please choose a time slot from the following: Morning / 14:00 - 16:00 / 16:00 - 18:00 / 18:00 - 20:00 / 19:00 - 21:00
RETURN
Returns & Exchanges
If the size doesn't fit, can I exchange it?
We accept exchanges only for unused items with tags still attached, within 7 days of product arrival. Please contact us first via the contact form.
What should I do if I receive a defective product?
Please contact us within 7 days of receiving the product. After you send us photos, we will arrange for an exchange or refund.
