FAQ
Frequently Asked Questions (FAQ)
Welcome to our FAQ page! Here you'll find answers to the most common questions about shopping at Unique. If you can't find what you're looking for, please don't hesitate to contact us.
📦 Orders & Checkout
How do I place an order?
Simply browse our products, add items to your cart, and proceed to checkout. You'll need to provide your shipping address and payment information to complete your purchase.
Can I modify or cancel my order after placing it?
Yes, but only if your order hasn't been processed or shipped yet. Please contact us immediately at support@decorfear.com with your order number. Once an order has shipped, you'll need to follow our return process.
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express, JCB), PayPal, Shop Pay, and other payment methods displayed at checkout.
Is it safe to use my credit card on your website?
Absolutely! We use industry-standard SSL encryption to protect your payment information. We never store your complete credit card details on our servers.
Do you offer gift wrapping?
Currently, we don't offer gift wrapping services, but our products come beautifully packaged. You can add a gift message in the order notes at checkout.
Can I use multiple discount codes on one order?
No, only one discount code can be applied per order. The system will automatically apply the code that gives you the best discount.
🚚 Shipping & Delivery
How long does shipping take?
Domestic (Japan):
- Standard Shipping: 5-7 business days
- Express Shipping: 2-3 business days
International:
- Asia-Pacific: 7-14 business days
- North America & Europe: 10-20 business days
- Other regions: 15-30 business days
Please note that processing time (1-3 business days) is separate from shipping time.
Do you offer free shipping?
Yes! We offer free standard shipping on all orders domestic and International
How can I track my order?
Once your order ships, you'll receive a shipping confirmation email with a tracking number. You can also track your order by logging into your account on our website.
What if my package is lost or damaged?
If your tracking shows delivery but you haven't received your package, please wait 24-48 hours and check with neighbors. If your package arrives damaged, take photos and contact us immediately. We'll work with the carrier to resolve the issue.
Do you ship internationally?
Yes, we ship to most countries worldwide. International customers are responsible for any customs duties, import taxes, and fees charged by their country.
Can I change my shipping address after placing an order?
Only if your order hasn't shipped yet. Contact us immediately at [Your contact email] with your order number and new address.
↩️ Returns & Refunds
What is your return policy?
You have 30 days from delivery to return most items. Items must be unused, in original condition, with all tags attached. Please contact us for return authorization before sending anything back.
How do I return an item?
- Contact us at support@decorfear.com with your order number
- Wait for return authorization and instructions
- Pack the item securely in original packaging
- Ship to the address provided
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item, defective product, or damage during shipping).
How long does it take to receive my refund?
Once we receive and inspect your return, we'll process your refund within 5-10 business days. Please allow additional time for your bank or credit card company to post the refund (typically 5-10 business days).
Can I exchange an item?
We don't offer direct exchanges. Please return the original item and place a new order for the item you want. This ensures you receive your new item as quickly as possible.
What items cannot be returned?
The following items are non-returnable:
- Personalized or custom-made items
- Items marked as "Final Sale"
- Gift cards
- Intimate or sanitary goods
- Digital products
🛍️ Products
Are your products authentic?
Yes, all our products are 100% authentic. We work directly with trusted suppliers and manufacturers to ensure quality.
How do I know what size to order?
Each product page includes detailed measurements and size information. If you're unsure, please contact us for assistance before ordering.
Do you restock sold-out items?
We try to restock popular items when possible. You can sign up for restock notifications on the product page, or contact us to inquire about specific items.
Can I see products in person before buying?
We're an online-only store and don't have a physical showroom. However, we provide detailed photos, descriptions, and measurements for all products.
Are your products eco-friendly?
We're committed to sustainability and work with suppliers who share our values. Look for eco-friendly labels on product pages, and feel free to contact us for more information about specific products.
Do you offer wholesale or bulk discounts?
Yes! Please contact us at support@decorfear.com with details about your wholesale inquiry, and we'll be happy to discuss options.
👤 Account & Privacy
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, and view order history.
How do I create an account?
Click "Account" or "Sign In" at the top of our website, then select "Create Account." You'll need to provide your email address and create a password.
I forgot my password. What should I do?
Click "Forgot Password" on the login page, enter your email address, and we'll send you instructions to reset your password.
How do you protect my personal information?
We take your privacy seriously. Please review our Privacy Policy for detailed information about how we collect, use, and protect your data.
How do I unsubscribe from marketing emails?
Click the "Unsubscribe" link at the bottom of any marketing email, or contact us to update your preferences.
💳 Pricing & Promotions
What currency are your prices in?
Prices are displayed in USD by default. International customers may see prices in their local currency at checkout.
Do your prices include tax?
Prices do not include tax. Applicable taxes will be calculated and displayed at checkout based on your shipping address.
How do I use a discount code?
Enter your discount code in the "Discount Code" field at checkout and click "Apply." The discount will be reflected in your order total.
Why isn't my discount code working?
Discount codes may have expiration dates, minimum purchase requirements, or product exclusions. Check the terms of your code, and contact us if you continue to have issues.
Do you offer student or military discounts?
We occasionally offer special promotions. Sign up for our newsletter to stay informed about sales and exclusive offers.
📞 Customer Service
How can I contact customer service?
You can reach us at:
- Email: info@decorfear.com
- Website: www.decorfear.com
We typically respond within 24-48 hours during business days.
What are your business hours?
Our customer service team is available Monday-Friday, 9:00 AM - 6:00 PM JST (Japan Standard Time). We're closed on weekends and Japanese national holidays.
Do you have a phone number I can call?
We primarily handle inquiries via email to ensure we can provide detailed, accurate responses. Please email us at support@decorfear.com.
I have a question that's not answered here. What should I do?
Please don't hesitate to contact us at support@decorfear.com. We're here to help and happy to answer any questions you may have!
🔒 Security & Trust
Is your website secure?
Yes, our website uses SSL encryption to protect your data. Look for the padlock icon in your browser's address bar.
How do I know this isn't a scam website?
We're a legitimate business powered by Shopify, a trusted e-commerce platform. You can verify our authenticity through our social media presence, customer reviews, and secure payment processing.
Do you sell or share my information?
No, we do not sell your personal information to third parties. Please review our Privacy Policy for complete details.
🌍 International Customers
Do you ship to my country?
We ship to most countries worldwide. Enter your address at checkout to see if we deliver to your location.
Will I have to pay customs fees?
International customers are responsible for any customs duties, import taxes, and fees charged by their country. These charges are not included in our prices or shipping costs.
Can you mark my package as a "gift" to avoid customs fees?
No, we're required by law to accurately declare the contents and value of all shipments. We cannot mark items as gifts or undervalue items.
How long does international shipping take?
International shipping typically takes 7-30 business days depending on your location. Customs clearance can add additional time.
Still have questions? We're here to help! Contact us at support@decorfear.com and we'll get back to you as soon as possible.