Q&A

Q&A List

・About Using Our Service

Will my personal information be leaked externally?

Please rest assured. We provide a secure shopping environment using industry-standard encryption technology (SSL). All personal information such as credit card numbers, names, addresses, and phone numbers are encrypted, so they cannot be intercepted by third parties when transmitted.

・About Your Order

Can I only order if I register as a member?

You can make a purchase by selecting "Purchase without registering as a member."
However, registering as a member allows you to use our convenient My Page. Also, by simply logging in, you can enjoy a smooth shopping experience without having to enter your name, address, etc. every time.

I placed an order, but I haven't received an order confirmation email.

For online membership registration completion and order acceptance, we send a notification email from the JUSTIN DAVIS online shop immediately after the procedure is completed. However, if you do not receive an email after 24 hours, the following may be the reason:
1. The order has not been completed.
2. The registered email address is incorrect.
3. The email has been moved to the spam folder.
4. You have specified a domain in your spam settings or have not specified it as a permitted receiving domain.
5. The email has been blocked as spam by the mail server.
6. The email was not sent due to our circumstances.
We apologize for the inconvenience, but please log in and check your order status from My Page → Purchase History List before contacting us. If your order details are displayed and your email address is correct, please check if the email has been moved to your spam folder, etc.

I want to check my order details.

We send an "order confirmation email" after the order procedure is completed, so please check it there. You can also check your order details for each order number in My Page → Purchase History List.

Is the product in stock?

Some products may be in stock, so please inquire from the product details page. Products made to order will be manufactured after your order is placed.

・About Sizes

I don't know my ring size.

Our rings are basically made to standard sizes used in Japan. Finger sizes can change with the season, your physical condition, and even between morning and night, and wider rings can be harder to put on. If you are concerned, we recommend trying them on at a store to determine your size.
We cannot resize rings after purchase (some bridal rings can be resized).
We recommend having your size measured at department stores or specialty accessory stores.
If the size is absolutely not right, an exchange may be possible, but conditions apply for exchanges.
Please refer to the exchange conditions here before deciding on your size.

I want to order a non-standard size.

We generally do not accept orders or custom requests for sizes not listed on the website.
Half sizes may be available for rings in the bridal line and some other rings.
If you wish, please contact us via the inquiry form with the following information:
[Request for half size / Desired product / Desired size].

・About Engraving

Can products be engraved?

JUSTIN DAVIS rings offer a free engraving service.
Some ring designs cannot be engraved. Also, the number of engravable characters varies depending on the size and design.
Only [uppercase alphabet letters and some symbols such as &] can be engraved.
If you wish to have an engraving, please contact us in advance via the inquiry form with the following information:
[Ring product number / Size / Desired engraving content].

※Engraving is not possible on items other than rings.
※Please note that cancellations or returns/exchanges of engraved products are not possible.
※For engraving on bridal line rings, please refer to here.

・About Payment

I want to change my payment method.

We apologize, but we cannot change the payment method.

I'm worried about entering my credit card number.

・About Delivery

Can I specify a shipping company?

We apologize, but we do not allow specifying a shipping company.

Is gift wrapping available?

We regret to inform you that JUSTIN DAVIS does not offer a wrapping service. If you wish to use a gift service, please purchase a paid jewelry case. We will deliver the case with a ribbon. *The service of attaching a ribbon to shopping bags (JUSTIN DAVIS paper bags) has ended.

I want to know the arrival date of the product.

The "Estimated Delivery Date" will be displayed in the "Order Confirmation" email sent after you place your order. *Excluding some products. For made-to-order products, delivery will be approximately 50 days from the order acceptance date. We will contact you again by email once the delivery schedule is confirmed and preparation for shipment begins.

*For convenience store payments and bank transfers, delivery will be approximately 50 days from the payment date.
*During long holidays or peak seasons (typically from late October to after the New Year holidays), delivery may be delayed by an additional 2-3 weeks.

Can I change the desired delivery date and time after placing an order?

Changes are possible if the desired delivery date and time is later than the earliest possible delivery date. Please contact us.

Is international shipping possible?

We do not accept international deliveries. We only deliver within Japan.

Is it possible to combine multiple orders into one shipment?

Please note that we cannot combine multiple orders into a single shipment.

I was not home when the product was delivered.

Please contact the delivery company's office listed on the不在票 (absence notice) directly within 3 days. *The pickup period for cash-on-delivery packages is generally "within 7 days" from the date of our shipment. In the unlikely event that you cannot receive your product due to unavoidable circumstances such as an unknown address, we will reship it, so please contact our Customer Support Center in advance.
*Depending on the reason, we may refuse to reship. We cannot accept reshipments after processing, so please contact us before the product is returned. *We cannot specify the date and time for reshipment.

I was away for a long time and couldn't receive the product.

In the unlikely event that you do not pick up your package even after the storage period for absentee packages has expired, the package will be returned to our shop. In that case, we will charge you for the necessary expenses [round-trip shipping + personnel costs, etc.], so please understand this in advance when using our service.

I refused to accept the delivery upon arrival.

In the event of a refusal to accept delivery due to customer's convenience, the package will be returned to our shop. In that case, we will charge you for the necessary expenses [round-trip shipping + personnel costs, etc.], so please understand this in advance when using our service. If you are unable to receive the product due to unavoidable circumstances, please contact our Customer Support Center.

Can I send an order to multiple addresses?

For each order, the delivery address is limited to one location. If you wish to deliver to multiple addresses, please place separate orders for each delivery destination.

What if the product is lost?

All packages require a signature or seal upon hand-delivery, so loss or other troubles are generally not an issue. In the unlikely event of loss or damage during transit, we will take responsibility and take measures such as requesting an investigation from the courier company. Please understand that we cannot reship or refund in the following situations:
・Loss due to unknown address or misdelivery because you did not provide accurate name or address information.
・Loss, damage, or theft occurring after delivery to a parcel locker or delivery box (please contact the building manager).
・Loss, damage, or theft occurring due to intentional or negligent acts by the customer or someone authorized to receive packages on the customer's behalf, for a justifiable reason.

・About Returns/Exchanges

I want to cancel an ordered product.

Normally, orders cannot be canceled after completion. Please be aware of this in advance.
*Since ordering and manufacturing begin immediately after order completion, changes or cancellations cannot be made the day after order completion. Even if cancellation is possible, the window for cancellation is not long, so please be sure to check the contents before confirming your order.

Can I exchange the size or color?

Generally, we do not accept exchanges due to customer reasons [e.g., incorrect order, difference from image]. Please be aware of this in advance.
However, if the following exchange conditions are met, we may be able to accommodate a size exchange.
If it is determined that an exchange is not possible after receiving the product for inspection, it will be returned to you freight collect, so please confirm the following details in advance.

・Limited to unused items. Please return the item you received immediately for inspection. If signs of use are found during inspection, an exchange will not be possible and the item will be returned as is.
・Please contact us and return the item within 7 days of receipt.
・If the desired size is out of stock at the time of exchange, an exchange will not be possible. Please check the "Stock Status" button on the product details page. Stock status is constantly changing, so please inform us of your desired exchange size in advance.
・The exchange must be for a different size of the same product. Exchanges for different products are not possible.
・Since the exchange is due to customer's convenience, the customer will be responsible for round-trip shipping costs.
・A certificate must be included. Please enclose it when returning the item.
・This is a one-time exchange. After an exchange, we cannot re-exchange even if the size is still not suitable.

If you wish to exchange under the above conditions, please contact us via the inquiry form with the following information: [Request for exchange / Order number / Name / Original size / Desired exchange size].

The actual color is different from the product image...

The actual color may appear different depending on your computer model and screen settings. Please be aware of this in advance.

I want to return the product because it was different from my expectations.

We do not accept returns for reasons attributable to the customer. Please be aware of this in advance.

I received a different product than ordered, or a defective product.

Please contact us via the inquiry form within 7 days of product arrival. We will confirm and respond promptly.

・About After-Sales Service

A product I purchased previously broke, and I'd like to request a repair.

For after-sales care and repairs of products purchased on this site or at a physical store, you can bring them to a nearby directly managed store or authorized dealer, or send them to us for assessment.
Repairs are subject to a fee, and we will require you to provide the certificate and all parts for inspection.
Repair costs vary depending on the condition of your item, so a detailed estimate will be provided after we have received it.
Repairs typically take approximately 1 to 2 months.

*During busy periods, and around the New Year holidays (early November to early January), it may take an additional few weeks.
*Silver rings cannot be resized. We apologize for this. Some bridal rings may be resizable. Please consult us for details.
*Please note that some items may not be repairable depending on their condition, type, or the extent of the damage, and we will contact you individually in such cases.
*If a repair is not possible, the item may be returned as is.

We will contact you from each store where the item is assessed once an estimate is ready and when the repair is completed.

[If you are sending the item to us]
・Please be sure to include the sales certificate (CERTIFICATE) with the product.
*If the certificate is lost, confirmation of purchase history will be required.
Please provide the following information to the extent possible: [Purchasing store / Purchase date / Product number / Color / Size / Purchaser's name], and contact us in advance via the inquiry form.
・Please include a memo with your [contact phone number or email address, and repair details].
・Please package the product carefully to prevent damage during shipping.
When sending, please use a delivery service with tracking capabilities or mail service with "delivery record" or higher.
Please keep your delivery receipt for 3 months for confirmation.
・We will contact you each time the item is received, an estimate is ready, and when the repair is completed.

Once you have confirmed and agreed to the above, please send the product to the address below.

[Return Address]
Cartier Ebisu 202
1-24-16 Ebisu, Shibuya-ku, Tokyo
150-0013
JUSTIN DAVIS Online
Phone: 050-5849-0973
*After repairs are completed, the item will be shipped via Yamato Transport.

・About Membership Registration, Changes, and Terms

I registered as a member on the mobile site. Do I need to register again?

No, it is not necessary. You can use the same ID and password for both the mobile site and the PC site.