User Guide

Frequently Asked Questions (Please read before ordering)

 About your order

Q.Can I cancel?

 A. You can't cancel after you have placed your order.

Q.Can I change the order details?

 A. In order to ensure prompt shipping, once your order is confirmed, you cannot add or change products, or cancel any part of your order.
Please cancel all ordered products and place your order again.
*Please note that [Orders cannot be canceled] cannot be canceled.

Q.Can I change the delivery address information?

 A. Delivery address cannot be changed

Q. Is it possible to change the payment method?

 A. We cannot accept changes to your payment method after your order is completed. Thank you for your understanding.

 About shipping

Q.Can I specify a delivery date / time?

 A. If items are shipped outside Japan, you can't specify your desired delivery date / time.
We appreciate your understanding.

Q.Is it possible to send multiple orders at once?

 A. One shipment per order, so multiple orders cannot be sent together. 

Q.How much is the shipping cost?

 A. The shipping cost depends on the country and items.Detailed shipping costs can be confirmed on the screen of purchase.

 About payment

Q.What payment methods do you accept?

 A.Payment can be made by credit card (Visa, Mastercard, American Express), WeChat Pay, Toss, PAYCO, Alipay, AlipayHK, WeChat Pay.
*Depending on the product, we may require you to specify a payment method. Please check the product page for details.

 About returned goods / refund

Q.Can I return or exchange the item?

 A. As a general rule, we do not accept returns or exchanges of products. However, if the item is damaged, incorrect, or otherwise caused by our store, we will replace it.
We apologize for the inconvenience, but please contact us via email with the necessary information (order number/customer name/name of the product/defective details) within 7 days of receiving the product . After confirming your contact information, we will send you an email with instructions on how to return the item.

■Examples of returns/exchanges
: When the ordered product and the delivered product are different
. When the quantity is different from the ordered quantity
. When the product is damaged or dirty.

■ Cases in which returns or exchanges are refused
・Returns or exchanges due to customer reasons
・Initial defects after 8 days or more have passed since the product arrived ・
Reasons such as the appearance of the product, such as color or shape, is different from the image
・Outer box, product bag Reasons such as damage, scratches, dirt, etc. (excluding significant damage caused by problems during delivery, etc.);
Reasons such as lint, fibers, etc. inside the product bag that can be removed after opening (the product itself is defective) (if you can't see it)


Q.Can I place an order without registering as a member?

 A. From November 29, 2022 (Tuesday), you will need to register as a member (free of charge) to purchase products at our online shop. Click here to register as a new member.

Q.I am a fan club member, but I cannot log in.

 A. This is separate from the JO1/INI fan club Plus member ID and password. If you have not registered as a member of LAPONE ONLINE SHOP,please register as a new member (free of charge) .

 About inquiries

Q.Please tell me how to contact you.

 A. If the user's guide does not resolve your issue, please contact us via email at the number below.
Business hours 11:00-17:00 (excluding Saturdays, Sundays, public holidays, and our designated closing days)

We apologize for the inconvenience, but we cannot accept inquiries by phone.
In order to avoid any discrepancies in communication with our customers, we only respond to inquiries by email.

*Depending on the content of your inquiry, it may take some time before we can reply to you. * If it is not appropriate for us to reply, we may not be able to reply to you. Please note.

<Attention and request to all fans>
In order to deliver safe and secure products to our customers, we ask for your understanding and cooperation regarding the following matters.
・Resale or transfer to flea market apps, online auction sites, etc. is strictly prohibited regardless of reason or purpose.
・Orders that purchase in large quantities, make excessive multiple orders, ship large quantities to the same address, or change the shipping address for multiple orders to a different address than the orderer may be canceled.
- If we find that you have resold or attempted to resell for commercial purposes, we may refuse your order at our discretion.
-This site is not responsible for any troubles related to resale or counterfeit goods.