Q&A

Q&A List

・Regarding Usage

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, is encrypted, so it cannot be read by third parties when transmitted.

・Regarding Orders

Do I have to register as a member to place an order?

You can make a purchase by selecting "Purchase without member registration" when shopping.
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 member registration completion and order acceptance completion, we send a notification email immediately from the JUSTIN DAVIS online shop after the procedure is complete. However, if you do not receive an email after 24 hours, the following may be the reason:
1. The order was not completed.
2. The registered email address is incorrect.
3. The email was sorted into 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 was 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 -> Order History before inquiring. If your order details are displayed and your email address is correct, please check your spam folder or other folders to see if the email was sorted there.

I want to confirm my order details.

We send an "Order Confirmation Email" after the order procedure is complete, so please check it there. You can also check your order details by order number in My Page -> Order History.

Do you have the product in stock?

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

・Regarding Size

I don't know my ring size.

We basically make rings according to the standard sizes used in Japan. Finger size can vary depending on 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 on rings 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 a department store or accessory specialty store.
If the size is absolutely unsuitable, an exchange may be possible, but there are conditions for exchange.
Please refer to the exchange conditions here before deciding on your size.

I want to order a non-standard size.

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

・Regarding Engraving

Can I engrave on the product?

JUSTIN DAVIS offers a free engraving service for rings.
Some rings cannot be engraved depending on the design. Also, the number of engravable characters varies depending on the size and design.
Engravable characters are limited to [uppercase alphabet letters and some symbols such as &].
If you wish to have 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, returns, or exchanges are not possible for engraved items.
*For engraving on bridal line rings, please see here.

・Regarding Payment

I want to change my payment method.

Unfortunately, we cannot change the payment method.

I'm worried about entering my credit card number.

・Regarding Delivery

Can I specify a shipping company?

Unfortunately, we do not allow specifying a shipping company.

Do you offer gift wrapping?

We regret to inform you that JUSTIN DAVIS does not offer a gift 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 a shopping bag (JUSTIN DAVIS paper bag) has ended.

I want to know the arrival date of my product.

The "Estimated Delivery" will be displayed in the body of the "Order Confirmation" email sent after your order. *Excluding some products. For products marked as made-to-order, 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 shipping has begun.

*For convenience store payments and bank transfers, delivery will be approximately 50 days from the payment date.
*If a major holiday period or busy season (e.g., late October to early January) intervenes, delivery may be delayed by 2-3 weeks from the above.

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 time. Please contact us.

Is international shipping available?

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

Can multiple orders be combined into a single shipment?

Please note that multiple orders cannot be combined 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. *For cash-on-delivery packages, the reception period is generally "within 7 days" from the date of our shipment. In the unlikely event that you are unable to receive your product due to unavoidable circumstances such as an unknown address, we will resend it, so please contact our 'Customer Support Center' in advance.
*Depending on the reason, we may refuse to resend. We cannot accept reshipment after processing, so please contact us before the product is returned. *You cannot specify the date and time for reshipment.

I was unable to receive my product due to a long absence.

In the unlikely event that you do not pick up your package even after the storage period for absentee parcels has expired, the package will be returned to our shop. In such cases, you will be charged for the necessary expenses [round-trip shipping + personnel costs, etc.], so please understand this before using our service.

I refused to accept the delivery.

In the event of a refusal to accept delivery due to customer's convenience, the package will be returned to our shop. In such cases, you will be charged for the necessary expenses [round-trip shipping + personnel costs, etc.], so please understand this before 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 shipping address is limited to one location. If you wish to ship to multiple addresses, please place separate orders for each shipping destination.

What happens if the product is lost?

Since all packages require a signature or stamp for hand-delivery, there is almost no chance of loss. In the unlikely event of loss or damage during delivery, we will take responsibility, such as requesting an investigation from the courier company. Please note that re-shipment and refunds cannot be provided in the following situations:
・If the package is lost due to an unknown address or misdelivery because you did not provide accurate name or address information.
・If loss, damage, or theft occurs after delivery to a parcel locker or delivery box (please inquire with the building manager, etc.).
・If loss, damage, or theft occurs due to a justifiable reason, such as intentional or negligent action by the customer or a person authorized to receive packages on the customer's behalf.

・Regarding Returns and Exchanges

I want to cancel an order.

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 on the day after the order is completed. Even if cancellation is possible, the cancellation window is not long, so please be sure to confirm your order details before finalizing it.

Can I exchange for a different size or color?

Basically, we do not accept exchanges due to customer reasons [such as incorrect orders or discrepancies from the 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 only.
If we determine that the product cannot be exchanged even after we receive it, it will be returned via cash on delivery, so please check the following details in advance.

・Limited to unused items. Please return the product to us immediately for inspection. If signs of use are found at that time, an exchange will not be possible and the product 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. Since stock status is constantly changing, please inform us of your desired exchange size in advance.
・The item must be a different size of the same product. Exchange for a different product is not possible.
・Since the exchange is due to customer's convenience, the customer will be responsible for the round-trip shipping costs.
・Proof of purchase must be included. Please always enclose it when returning the item.
・This service is only available once. After an exchange, we cannot re-exchange the item even if the size is still unsuitable.

If you wish to exchange an item after agreeing to the above, 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.

The product was not what I expected, so I want to return it.

We do not accept returns due to customer reasons. 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.

・Regarding After-Sales Service

A product I previously purchased is broken, and I want to request a repair.

For after-care or repairs of products purchased on this site or at a physical store, you can bring them to a nearby direct store or authorized dealer, or send them to us for assessment.
Repairs are chargeable, and we will require the certificate of authenticity and all parts of the item for assessment.
The repair cost will depend on the condition of your item, so a detailed estimate will be provided after we have received and assessed it.
Repairs typically take approximately 1 to 2 months.

*During busy periods, such as the year-end and New Year holidays (early November to around the New Year), it may take several additional weeks.
*Silver rings cannot be resized. Please understand 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 inform you on a case-by-case basis.
*If a repair is not possible, the item may be returned as is.

We will contact you from each store that received your item as soon as the estimate is ready and the repair is complete.

[If you are sending your item to us]
・Please always include the certificate of sale (CERTIFICATE) with the product.
*If you have lost the certificate, we will need to confirm your purchase history.
Please provide the following information to the best of your ability: [Store of purchase / Date of purchase / 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 pack the product securely to prevent damage during shipping.
When sending, please use a delivery service that offers tracking or mail service with "delivery record" or higher.
Please keep your shipping receipt for 3 months for confirmation.
・We will contact you each time we receive your item, when the estimate is ready, and when the repair is complete.

After reviewing and agreeing to the above, please send your product to the address below:

[Return Address]
Cartier Ebisu 202, 1-24-16 Ebisu, Shibuya-ku, Tokyo 150-0013
Justin Davis Online
Phone number: 050-5849-0973
*After repair completion, items will be sent via Yamato Transport.

・Member Registration, Changes, and Terms

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

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