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Felissimo  > FAQ
Frequently Asked Questions

About Registration And Login

Q. Is it necessary to register as a Global Customer to shop online?
A. Yes, it is necessary to register as a Global Customer to order from the Felissimo Online Shop (for overseas customers). Registration is free to obtain your exclusive ID.
Click here for Online Global Member Registration

Q. I am having trouble registering.
A. Please confirm your e-mail address.
(1) Did you enter your correct e-mail address?
(2) You cannot register the same e-mail address twice.
(3) You cannot register if you do not have an e-mail address.
* There are possibilities of other network related issues.
If the problem persists, please contact Felissimo using the Contact Us Form.

Q. I did not receive e-mail confirmation after registration.
A. You may have registered using an incorrect e-mail address.
-> Please login and reconfirm your e-mail address by going to the Member Registration/Change page, and amend if necessary.
If you cannot login because you used an incorrect e-mail address, please contact Felissimo by using the Contact Us Form.

Q. I want to change my Password.
A. The Password can be set and changed by the customer.
Please login to My Page and change your Password.

Q. I forgot my Password.
A. A new Password will be sent to the e-mail address you entered at the time of your registration.
From the Reissue Password page, please enter the e-mail address at which you would like to receive your new Password, then click on the Reissue button.

Q. I forgot my login ID
A. Felissimo will confirm your identity and respond to you individually.
Please contact us using the Contact Us Form.

Q. I cannot login.
A. First, please check your Global Member Login ID and Password.

  1. Please confirm if they were entered correctly.
  2. Please enter half-width alphanumeric characters. Please re-enter half-width alphaneumeric characters instead of full-width character.
  3. Please do not leave spaces between characters and/or numbers.
    If the problem persists, please contact Felissimo using the Contact Us Form.

Q. I want to cancel my registration.
A. Felissimo will confirm your identity, and will respond.
Please contact Felissimo using the Contact Us Form.

Q. I want to unsubscribe from your mailing list.
A. You can stop receiving Information Mail (new products, campaign, and other information). (But, you cannot stop important Communication Mail.)
-> Please login, and unsubscribe by going to the Member Registration/Change page.

About Ordering Products (from our website)

Q. Can I add order/items after the order deadline?
A. We cannot add order/items after the order deadline, it will be shifted to next month order.

Q. Can I add or cancel my order?
A. It is possible to add or cancel your order before completing your order.
* However, once the order is sent, you cannot add or cancel your order.

Q. Is there a minimum order amount?
A. No, there is not.
* However, the Overseas Handling Charge will be applied according to the amount of the order.
-> Please refer to the Countries/Regions Where Deliveries are Available, and Shipping and Handling Fee sections of the Shopping Guide regarding Overseas Handling Fees.

Q. Why can I order only once a month?
A. This is to have you enjoy the monthly delivery of the Collection. Felissimo delivers the excitement of opening a package every month. Please look forward to it as a monthly present to yourself.
* The Felissimo Online Shop maintains a history of the deliveries to you and selects products of different colors and patterns.

Q. I want to purchase the entire collection at one time.
A. Felissimo Collection is designed to have you enjoy the process of collecting your favorite things over time and the moment of delight when the entire collection is completed. One color or pattern is delivered once a month from our Collection for this reason.
* If you order a quantity of 2, you will receive 2 of the same product in the same color/pattern. By ordering a quantity of 1 for two months, you will receive 2 different kinds of color/pattern.

Q. I want to specify an item from the Collection.
A. Other than the Just One and One Pattern products, Felissimo Online shops asks that you leave the selection of the design and order for your deliver to us. We are confident that you will be pleased with our selection. Please look forward to the monthly deliveries.

Q. I really liked the item I received last month. Can I receive the same item if I order 2 this month? Or will I receive another design?
A. You will receive 2 of the same items that differ from the one the previous month. You will receive 2 items that are the same.
* Other than the Just One and One Pattern products, Felissimo Online Shop delivers a different color and pattern every month. If you order 2 items in the same month, you will receive 2 items that are the same. If you are interested in a color or pattern of a different color, please order them one month at a time.
* If customers order more than 1 for the same product but in different size, basically same design will be delivered. However, due to the stock availability, if we cannot prepare the same design with different size, we will deliver product with different designs. Thank you very much for your consideration.

About Ordering Products from the Catalog

Q. Can all the items in the catalog be purchased?
A. Almost all the items can be purchased, but there are items that are exceptions.
* There are products that cannot be imported into certain countries/regions. (Restricted products, prohibited products).
* Certain items are for the Japanese market only due to handling issues. (Food, cosmetics, electronic items, plants, books, CDs, DVDs, etc.)
-> For more details, please confirm with customs in the country/region of your residence.
* Please refer to the About Customs Clearance Procedure and Tariff section of the Shopping Guide.

Q. Can I purchase items for the price indicated in the catalog?
A. Yes, you can.
* However, the Overseas Handling Fee will be applied according to the amount of the order.
-> Please refer to the Countries/Regions Where Deliveries are Available, and Shipping and Handling Fee sections of the Shopping Guide regarding Overseas Handling Fees.

Q. Are the purchases of the items in the catalog settled in Japanese yen? What is the payment method?
A. The payment method is the same as the items on the website.
* The payment method described in the catalog is for the market in Japan.
-> Please refer to About Payment section of the Shopping Guide.

Q. The catalog indicates a One-Year Guarantee of products. Is this applicable outside of Japan?
A. There is no specification for global customers. This applies only to the Japanese market.

About Delivery

Q. To which countries/regions do you ship?
A. Please refer to the Countries/Regions Where Deliveries are Available and Overseas Shipping and Handling Fee sections of the Shopping Guide.
The countries/regions are being expanded.

Q. What is the delivery method?
A. The deliveries are shipped directly from Japan by DHL, EMS or small parcel.
Please refer to the Countries/Regions Where Deliveries are Available and Overseas Shipping and Handling Fee sections of the Shopping Guide.

Q. Is there a handling fee?
A. Yes. Overseas Shipping and Handling Fee is necessary.
Please refer to the Countries/Regions Where Deliveries are Available and Overseas Shipping and Handling Fee sections of the Shopping Guide.

Q. When will the product I ordered arrive?
A. For new members, or members who are non-continuously ordering in each month, orders will be delivered to your side in 3~4 weeks normally. Yet, you may receive your order a bit earlier depends on the situation of goods.
* Felissiomo Online Shopping sets the order deadline for the latter half of each month.
From the second order and onwards, if customers place the order on or before the order deadline, your order will be sent out in the end of that month. or before the mid of the next month. (The delivery will be made in advance or delay depends on the situation of goods)

Q. Will I receive an e-mail confirmation for my order?
A. An Order Confirmation will be sent to your registered e-mail address.
* Please keep this Order Confirmation until you receive your order.

Q. Can the delivery address be specified?
A. Delivery can be made only to your registered address. (You cannot register multiple addresses.)

Q. Can the delivery date be specified?
A. No, you cannot specify the delivery date.
* If you missed the delivery, please contact the courier.(Small parcels will be distributed to your postbox)
(1) EMS: Your local post office is indicated on the Delivery Attempted notification. Please pick up your package at your local post office where it will be kept. (This may differ by country/region. Please confirm with your local post office.)
(2) DHL: Please request for redelivery as indicated on the Delivery Attempted notification. (Redelivery date can be specified.)

Q. Can I change the delivery address after ordering?
A. The delivery address cannot be changed until the product has been delivered to your registered address basically.
However, if there are any special cases, customer please contact us after you have changed the delivery address by log-in.
* There is a chance that the parcel has been ready so the delivery address cannot be changed.

Q. Can I specify myself as the only recipient if I register my company address as the delivery address?
A. Delivery cannot be made to a specified person.
We suggest that you register your home address for delivery.
*Hong Kong customer can pick up the parcel at DHL service center. The details are showed in "Member registration". There has an option for DHL Service Center at "Delivery address" if customer chooses the column of "Country" is *Hong Kong*.

Q. I have not received the product/s I ordered.
A. Please contact for Global Customers Service at Felissimo Japan.
Please contact us using the Contact Us Form.

About Payment

Q. What is settlement of payment and currency rate?
-> Please refer to About Payment section in the Shopping Guide.

Q. Is payment by credit card only?
A. International credit cards(Visa/ Master Card/American Express/JCB), Alipay, Tenpay, or Union pay payment are accepted.
* Alipay,Tenpay, or Union pay may not be used for payment of Subscription Products, neither at the time of registering for the Subscription Product nor during the subscription period. Please refer to About Payment of the Shopping Guide.

Q. Will there be costs other than the price of the product and Overseas Shipping and Handling Fee?
A. In some countries/regions there may be other costs such as customs clearance fees and import tax for which the customer is responsible.
Also, some credit card companies charge a fee for overseas payment settlement.
-> Please refer to About Customs Clearance Procedure and Tariff (Note: Important) sections of the Shopping Guide.

Q. What happens to the invoice amount if the item I order is sold out?
A. The price of the sold-out item amount will be subtracted from the settlement amount.
* However, if the payment is made with Alipay, Tenpay, or Union pay, the amount will be refunded to your payment account at a later date.
-> Please refer to About Payment section of the Shopping Guide.

Q. If the item I order is out of stock, how will I be notified?
A. Please confirm the clearly indicated information for each of the items you ordered in the Customs Invoice you find in the delivery package.
■ [Sold Out]: This item is out-of-stock.
■ [All Gone]: This item is sold out and no longer available.
■ [Sales End]: This item is discontinued.
■ [Split Del]: This item will be sent at a later date in another delivery.

Q. Will I be charged for the Overseas Shipping and Handling Fee for the out-of-stock item/s?
A. You will be invoiced for the total amount minus price of the out-of-stock item.
* However, for Asia 1 and Asia 2 regions, if the total price of the order is less than ¥10,000 and there is at least one out-of-stock item, the Overseas Shipping and Handling Fee is reduced to ¥500.
-> Please refer to Countries/Regions Where Deliveries are Available and Overseas Shipping and Handling Fee sections of the Shopping Guide.

Q. Why is there a difference between the amount charged on my credit card and the amount on the Custom Invoice?
A. Although the Customs Invoice declares free gifts and catalogs from Felissimo at ¥1 in value for customs clearance purposes, you will not be billed for these items.
* Please be aware that customs in some countries/regions may charge taxes and other surcharges on Felissimo’s free catalogs and gifts based on the value or volume of the package for the free catalog and gift listed in the Customs Invoice. The customer is responsible for the payment of such taxes and/or duties.
-> Please refer to Countries/Regions Where Deliveries are Available and Overseas Shipping and Handling Fee sections of the Shopping Guide.

■ Asia 1 Region (except Taiwan) and Mainland China
You will receive Catalogs selected by Felissimo.
-> If you do not wish to receive the free catalogs, please let us know on the Contact Us Form when you are registering for the first time.

■ For Other Regions
Felissimo catalogs are not sent to other regions.
We currently do not attach catalogs in shipment for Taiwan customers. If customers wish to receive our catalogs in parcel, please contact us by filling in the form in “CONTACT US”. Thank you.

About Returns, Exchanges and Cancellations

Q. Can items be returned, exchanged, or cancelled?
A. Your order cannot be cancelled after it is sent. Returns and exchanges cannot be accepted for whatever the customer’s reasons.
* If the item is damaged or defective, please contact Global Customer Service.

Q. How do I contact Felissimo about a damaged or defective item/s?
A. Please contact our Global Customer Service within 10 days after delivery of the item. It will be handled in a case-by-case basis.
Please contact us using the Contact Us Form.

Q. My package was sent back to Japan.
A. Please be aware that if the package is returned to Japan because you declined to receive it upon your decision not to pay the taxes/surcharges, the payment of your order and Overseas Shipping and Handling Fee will not be reimbursed.

About Collection Subscription

Q. Can I change the size of the garment during the subscription period?
A. Please contact Felissimo Japan’s Global Customer Service.
Please contact us by using the Contact Us Form.

Q. Can I cancel my subscription during the subscription period?
A. No. Items are produced based on the numbers of subscriptions to the Collection so it cannot be canceled during the subscription period. Also, neither return nor exchange can be made under any circumstances except for defective and damaged items.

About the Relationship between Members in Japan and the Website for the Japanese Market

Q. If I was a member in Japan, how do I become a Global Member?
A. If you would like to order items from the same Collection you did in Japan, please re-register as a Global Member so that your history can be transferred to prevent delivery of the same design.
Please contact us by using the Contact Us Form.

Q. Is there any difference between the ordering system for local Japanese and that for people who are living overseas?
A.Please refer to the following table.

Q. If I am returning to Japan from overseas, what do I need to do?
A. If you would like to order items from the same Collection you did overseas, please re-register as a Member in Japan so that your history can be transferred to prevent delivery of the same design.
Please contact us by using the Contact Us Form.

Q. Can I shop at the Japanese website?
A. No, you cannot because the Shopping System is different.

About Felissimo Japan Global Customer Service

Q. Please tell me what languages are available for communication with Felissimo Japan Global Customer Service?
A. Japanese, English, Mandarin and Cantonese are available.
Response to your Contact Us Form will be made by e-mail within 5 days after receipt.
* If anything is unclear, please feel free to contact us.
Please contact us using the Contact Us Form.