HELP

Order Tracking:

• Parcel Inquiry Service: Track your order's delivery status by using the "Parcel Inquiry Service" link found in the "Shipping Status" section of the "Shipment Completion" email, entering your provided "Inquiry Number".
• My Page Tracking: Additionally, you can monitor your order's details, including the estimated shipping date and inquiry number, by navigating to "My Page" >"Orders" after logging in.

 International Shipping:

• Available Carrier: DHL
  Visit DHL's English website here for more details:  https://www.dhl.com
• Signature Requirement: A signature may be needed at delivery. If you're not present, a notice will be left, or the package will be re-delivered later.
• Missing "Shipment Complete" Email: Should you not receive this email, please directly contact the carrier.

 Key Shipping Policies:

• Unified Shipping: We ship all items in an order together based on the latest available shipping date.
• Pre-orders and Regular Items: For earlier delivery of regular items, please place them in a separate order from pre-order items.

 Special Considerations:

• Geographic Restrictions: Shipping restrictions to certain countries or regions may apply. You'll be notified during the selection process if your order is affected.
• Cancellation Potential: Orders may be cancelled due to shipping complications or global conditions, even after confirmation.

Packing Slips and Receipts

Packing slips are not included with your order. Please check your order details in your order confirmation email or under My Page > Orders.

Receipts can be downloaded from My Page > Orders.

※Receipts can only be issued for orders that have been shipped.
※Please note that a receipt can only be issued once per order.

[Domestic Shipping] Payment Method

Explore the variety of payment methods available at the XO STORE, tailored to fit the diverse needs of our global customer base. Each payment option is designed for transparency and efficiency, adapting to the specific products you choose.

Credit Card

• Accepted Cards: VISA, Mastercard, American Express, JCB. 
• Limit: Up to 300,000 yen (tax included) covering all costs. Payment is required in full.
• Fees: No extra charges for using your credit card.
• Billing:
  • Charges apply immediately upon order confirmation.
  • Debit dates depend on your card issuer’s policy.
  • Check each product page for specific billing timings.
• Security Code: Located on the back of your card, this is the last three digits after your card number.
• Notes:
  • Cards must match the name of the person ordering.
  • No installments; full payment only.
  • Some debit/prepaid cards might not work; check with your bank.

PayPal

• A leading secure payment service with over 400 million users worldwide.
• Limit: Just like credit cards, up to 300,000 yen (tax included).
• Fees: No additional PayPal transaction fees.
• Billing:
• Payments are processed upon order confirmation.
• Payment timing may vary by product; see product pages for details.
• Using PayPal:
• Supports Visa, Mastercard, American Express, JCB, Discover, UnionPay.
• Your PayPal shipping address must match your store order.

Mobile carrier payment (au Easy Payment/au WALLET, Softbank One-Stop Payment, Y! Mobile One-Stop Payment, Docomo Payment) *Available to residents of Japan only

Mobile carrier payment is processed when your order is confirmed. Please note that you will be charged when your order is confirmed.

• The total purchase amount (including shipping and handling charges) must be less than [100,000 yen (including tax)].
• Handling fee: Free
• The available amount for mobile carrier payment varies depending on your carrier contract status, so please check with your carrier before use.

atone (Pay Next Month – Convenience Store / Bank Account Transfer) *Available to residents of Japan only

This is a convenient and rewarding deferred payment service that does not require a credit card and allows you to earn points.
Accumulated points can be used for purchases with atone.

■ How to Use
(1) Select “atone (Pay Next Month – Convenience Store / Bank Account Transfer)” as your payment method and enter your mobile phone number and password.
(2) Enter the verification code sent via SMS and complete your purchase.
(3) You will receive a billing notification via email and SMS between the 1st and 3rd of the following month.
(4) Make your payment by the due date.

• No credit card required
• Spending limit varies depending on usage
• A billing fee applies only for the month of use (please refer to the official atone website for details)
• Payment is due in the month following your order
• Separate registration with atone is required. atone Plus members can use installment payments and receive up to 1.5% point rewards
• Please apply in advance via the smartphone app
  Download the atone app here (App Store / Google Play)

Deferred Payment (Convenience Store / Bank ATM) *Available to residents of Japan only

A safe and easy deferred payment option that allows you to pay at a convenience store or via bank ATM after completing your order.
Only a mobile phone number and email address are required.

■ Payment Flow
On the day after your order is confirmed, you will receive a payment number via email and SMS.
Please complete your payment at a convenience store or bank ATM (Pay-easy) within 10 days.

• No credit card required (mobile phone number and email address only)
• Spending limit varies depending on usage
  
• Payment must be made within 10 days after order confirmation
• No atone membership registration required (please refer to the official atone website for details)

※Depending on the product or timing of your order, you may receive the billing before the product is delivered.

PayPay *Available to residents of Japan only

PayPay is a cashless payment service that uses a smartphone app to make QR code payments.

PayPay is processed when the order is confirmed. Please note that you will be billed at the time your order is confirmed.

• The total purchase amount (including shipping and handling charges) must be less than [300,000 yen (including tax)].
• Commission fee: Free of charge

* Mobile carrier payment, PayPay, atone (Pay Next Month – Convenience Store / Bank Account Transfer), and Deferred Payment (Convenience Store / Bank ATM) are only available to residents of Japan.

* Please make sure to confirm that the shipping address is correct before completing your order and proceeding to order confirmation.

[International Shipping] Payment Method
If the delivery address is outside Japan, orders and sales will be processed via the cross-border e-commerce service Global-e. In this case, the seller will be Global-e, not our company.

Over 150 payment methods are available worldwide, allowing international customers to purchase items using their preferred local payment options.

You may also choose to prepay customs duties and taxes at checkout. These charges are calculated at the time of purchase and added to the total order amount, rather than being collected upon delivery.

Available payment methods vary depending on the destination country. Please check the checkout screen for details.

Returns, Exchanges, and Cancellations Policy

At the XO STORE, our goal is to ensure customer satisfaction while maintaining the integrity of our transactions. Our policies on returns, exchanges, and cancellations are designed to be fair and transparent.

Here's an updated overview:

General Policy:

• No Convenience-Based Changes: We do not accept changes, returns, exchanges, or cancellations for personal reasons. Ensure all order details are correct before finalizing.

For International Orders:

• Compliance with Local Laws: For customers outside Japan, returns are possible within 14 days of receipt following our process, aligning with local laws in the EU and UK.

Non-Returnable Circumstances:

• Delivery Errors and Address Issues: Orders returned for reasons such as incorrect address, relocation, absence, or unpaid customs will not be eligible for cancellation or reshipment. It's crucial to provide accurate shipping information.

Specific Conditions on Returns and Exchanges:

• Warehouse Policy: Items in our warehouse for more than 8 days post-arrival cannot be returned or exchanged. Check your order promptly upon receipt.
• Defective Products and Replacement Policy: If your order is defective or incorrect, contact us within 7 days. However, we cannot accept returns/exchanges if we're unable to find a suitable replacement.
• Condition of Returned Items: Only unused items in their original packaging, including all accessories and enclosures, are eligible for return or exchange. Damaged, soiled, or used items will not be accepted.
• Damage During Shipping: If your order arrives damaged, keep all packaging and immediately contact the delivery company. Do not discard the shipping box as it may be needed for the exchange process.
• Exchanges for Unused Goods: We only exchange items that are in new condition. Used, washed, or damaged goods by the customer will not be eligible.
• Playback Issues: Exchanges due to compatibility or playback issues with devices other than specified media players are not accepted.

Deleting your account

If you would like to delete your account, please contact us via our Contact Form.
When submitting your request, please enter the email address associated with your account and state that you would like to delete your account.
Once we receive your request, we will initiate the account deletion process. In principle, we will process your request within two business days.

Important information about account deletion

• After we initiate the account deletion process, there is a 10-day grace period before your account data is permanently deleted.
• During the 10-day grace period, you will still be able to log in to your account as usual.
• Once the 10-day grace period has ended, your account data will be deleted in the system and you will no longer be able to access your account.
• If you register again using the same email address after your account data has been deleted, a new account will be created. Data from your previous account will not be carried over.
• If you wish to cancel your account deletion request, please contact Customer Service during business hours within 10 days of the date we initiate the account deletion process. Please note that we may not be able to cancel the deletion if the end of the grace period is approaching.
• Once your account data has been deleted, you will no longer be able to access your order history, check delivery status, or view or issue receipts. If you have any orders that have not yet been shipped, please do not proceed with account deletion until you have received them.

Additional Information

Customer Support

At the XO STORE, ensuring your satisfaction and providing top-notch customer service are our priorities. For any inquiries:

• Language: Please submit your questions through our contact form in Japanese or English to help us offer you precise and swift assistance.
• Support Range: Whether it's a question about our products or your order, we're here to help.

Store Newsletter

• Stay Updated: Subscribe to our newsletter for the latest on product releases, exclusive campaigns, artist news, and special offers only available at the XO STORE.
• Early Access: As a subscriber, you'll get first dibs on information about our unique products and promotions. 
• Subscription Tip: Make sure your email is set to receive messages from [@universal-music.co,jp] to not miss any updates. We're excited to enhance your shopping experience with the latest news and exclusive offers directly to your inbox. Thank you for your continued support of the XO STORE.