For information on the process from ordering to delivery, please see this page.
I'd like to place a custom order, what should I do?
On the product page of the custom-made item you wish to order, specify all required details (size, color, embroidery position, name to be embroidered, photo upload, etc.) and add it to your cart. The customization details will be automatically saved. After you complete the order procedure, our designers will begin working on the design based on your specifications.
I'd like to confirm the design before production. How can I do that?
Once the embroidery design is complete, we will process the image to match the product you purchased and create a finished image preview. The image preview will then be sent to customers who have linked their LINE account via our official LINE account. *Registering for our official LINE account will allow you to more smoothly confirm the finished image preview. In addition, we are constantly distributing exclusive coupons and special offers! If you haven't registered yet, please add us as a friend. Click here to link your LINE account For customers who have not linked their LINE account, we will send it to the email address registered at the time of product purchase.
Please tell me how to register for a LINE Official Account.
Designs based on photos provided by the customer at the time of order can be revised twice for free at the customer's request. Revisions from the third time onwards will be subject to an additional charge of 1,000 yen per revision.
In addition, photo replacements can be handled at the following additional charges, depending on the customer's request. 6cm size: 2,000 yen 8cm size: 3,000 yen 10cm size: 4,000 yen 15cm size: 5,000 yen 20cm size: 6,000 yen *The size is determined based on the longest side of the embroidery. The dimensions of the shorter side will be adjusted according to the aspect ratio of the photo provided by the customer.
How long does it take from order to delivery?
The number of days from order completion to delivery is typically as follows: ・Design creation: 3-5 business days ・Proof approval: Varies depending on the customer ・Production to shipping: 1-2 business days *Delivery dates may be slightly delayed due to traffic conditions, weather, remote locations, or離島 (isolated islands), etc. *For some items with delayed shipments or pre-order items, we will notify you of the delivery date separately.
Order cancellations, product returns, and exchanges
At PAWTIQUE TOKYO, we manufacture products based on your specifications, and they are custom-made to your individual requirements. Therefore, we do not accept cancellations after order confirmation, nor do we accept returns or exchanges of products.
Regarding gift cards
PAWTIQUE TOKYO gift cards can be purchased at our online store and sent to you via delivery or email, depending on your request. If you would like to purchase one, please click here.
Please read these terms and conditions carefully before using your gift card. If you have any questions regarding PAWTIQUE TOKYO gift cards or these terms and conditions, please contact us.
PAWTIQUE TOKYO Gift Card Terms and Conditions 1. These Terms and Conditions 1.1 These terms apply to all gift cards issued by our store. 1.2 By purchasing or using a gift card, you are deemed to have agreed to these terms. 1.3 Our store may revise these terms as necessary. The revised terms will become effective upon their publication on our store's website.
2. Gift Card Usage 2.1 Gift cards can be used at checkout on our website. 2.2 The amount purchased with a gift card will be deducted from its balance. Any remaining balance can be used for future purchases. 2.3 For purchases exceeding the gift card balance, the difference must be paid using payment methods provided by our store. 2.4 Gift cards cannot be exchanged for cash or used to purchase other gift cards. 2.5 Once a gift card balance reaches zero, it cannot be reloaded.
3. Exclusions (Cases of Non-use) If fraudulent acquisition or misuse is suspected, our store may suspend or invalidate the relevant gift card.
4. Validity Period This gift card is valid for 180 days from the date of issue (purchase date). Gift cards that have exceeded their validity period cannot be used for any reason. Please note that unused balances will not be refunded.
5. Cancellation and Refund 5.1 Cancellations and refunds after gift card purchase are not accepted. 5.2 For returns and exchanges of products purchased using a gift card, our store's standard return and exchange policy applies.
6. Loss, Theft, and Management Responsibility Our store is not responsible if a gift card is used by a third party. You are responsible for securely managing your gift card information.
7. Privacy Personal information acquired in connection with the purchase and use of gift cards will be handled in accordance with our store's Privacy Policy.
