JP(JPY)
Frequently Asked Questions
About Delivery (Days)
We usually ship your order within 1–3 business days (excluding Saturdays and Sundays).
During peak logistics periods such as gift-giving seasons or sale events, delivery may take longer than usual.
For pre-order items, please check the delivery timeframe specified on the relevant product page or blog.
In some regions, designated delivery may not be available, or delivery may take place the day after the scheduled normal delivery date.
Payment Methods
Our official online store accepts the following payment methods:
*Credit cards (VISA, MASTER, AMEX, JCB, Diners / one-time payment only)
*PayPal
About Gift Wrapping
FIBRENO products are delivered to customers in elegant and sophisticated yellow boxes.
Bags are wrapped in white cotton drawstring bags before delivery.
These bags can be reused as storage bags for your items.
About the Lifetime Warranty
FIBRENO products come with a lifetime warranty.
For purchases made while logged into your account on our official online shop or at our directly managed stores, warranty registration will be automatically completed.
Our lifetime warranty is a guarantee system that provides after-sales services such as repairs to customers who have purchased products from FIBRENO.
If you encounter any defects or issues with the product, please contact us via email.
For defects caused by our company’s reasons within 6 months of purchase, we will provide free repairs.
However, please note that repairs will be charged even within the warranty period in the following cases:
*Those caused by misuse, such as applying excessive impact or strong force.
*Damage or impairment due to carelessness.
*Damage or impairment caused by improper repair, modification, or repairs performed by parties other than our company.
The repair period varies depending on the nature of the issue, so please consult with us on a case-by-case basis.
Additionally, depending on the product’s condition, structure, and materials, repairs may not be possible, or the specifications of repair parts may have changed. In such cases, we may be unable to meet your request.
About Cancellations
If your order was placed within 6 hour, please proceed with the cancellation procedure.
We will check the status of your order, so please contact our company (business hours: 9:30–22:00).
Regarding Returns/Exchanges
If you receive a product that is damaged, soiled, defective, incorrect, or has the wrong quantity, please contact us via the inquiry form within 3 days of the product's arrival.
Regarding returns/exchanges due to incorrect size, color change, etc. (customer's convenience)
We do not accept exchanges for size, color, or similar reasons.
We do accept returns for such cases, so please submit a return request within 3 days of the product's arrival. (Requests cannot be accepted 4 days or more after the product arrives.)
Emails not received
Regarding cases where you are unable to receive the order confirmation email
We send the order confirmation email to the email address you entered at the time of placing your order.
It may have been automatically sorted into your spam folder or trash bin.
If you have checked the above and still have not received the order confirmation email, please contact us via email (business hours: 9:30–22:00).
Other Matters
If you have any problems or concerns, please feel free to contact us via email.