Q&A

English

会員情報について

Q

「会員登録の確認メール」が届かない場合

A

「会員登録の確認メール」は、shop@twoface-eyewear.jpのメールアドレスより送信されます。
～@twoface-eyewear.jpからのメールを受信できるよう設定いただき、迷惑メールに分類されないようご注意ください。
会員登録のご確認はお問い合わせフォームからお問い合わせください。

Q

会員情報の変更について

A

サイト上でご自身によるメールアドレスや登録住所変更ができないため、お問い合わせフォームからご連絡をお願いします。

Q

パスワードを忘れた場合

A

ログイン画面の「パスワードをお忘れですか？」をクリックしていただき、ご登録いただいたメールアドレスを入力し「Recover」ボタンを押してください。自動送信されたメールに記載されたリンクからパスワード再設定ページを開き、新しいパスワードを設定ください。

Q

退会について

A

サイト上でご自身による会員情報削除ができないため、お問い合わせフォームからご連絡をお願いします。

Q&A

Eyewear specifications

Q

Sizes of the eyewear

A

Round Frame: 44□21-151（①□②-③）
Boston Frame: 51□17-154（①□②-③）
①The first figure represents the diameter of one lens.
②The figure after □ is the length of the bridge (nose section).
③The last figure is the length of the temple (side part).
All figures are in mm.

Q

Lens

A

Customers can choose from clear and colored lenses. The lens material is hard resin. Lightweight and impact resistant, it is an excellent alternative to glass for high-quality sunglass lenses. The UV blocking amount is over 99%.

Q

PRESCRIPTION LENSES

A

For prescription lens replacements, please consult your local eyeglass specialty boutiques. Below is a list of stores specializing in lens replacement.
・Lensya Akebonobashi 　12-3 Ichigayadaimachi, Shinjuku-ku, Tokyo 162-0066, Japan TEL: 03-3353-8888
・Lensya Jimbocho　 2-14 Kanda Jimbocho, Chiyoda-ku, Tokyo 101-0051, Japan TEL: 03-5210-3900
・Lensya Niigata　 3-2-32 Saiwainishi, Chuo-ku, Niigata City, Niigata 950-0908, Japan TEL: 025-255-0001
・Lensya Okinawa　 3-6-4 Oroku, Naha City, Okinawa 901-0152, Japan TEL: 098-987-0660 

Q

Appearance of the product

A

The product images are displayed as close as possible to the actual posters, but the appearance may vary depending on the model and settings of your device. Please note that the color tone in real life may not completely match.

Purchase

Q

Payments

A

Payments can be made by credit card and PayPal.

•Credit card payments
Available payment methods include VISA, MASTER, JCB and American Express.
* Your spending limit will depend on the contract you have with your credit card company.
•Shop Pay payments
•Google Pay payments
•PayPal payments
The spending limit is 1 million Japanese Yen.
•Apple Pay payments
To display the Apple Pay button, you need to use Safari with iOS 12.1 or macOS 10.14.1 on one of the following devices:
-iPhone (SE, 6, 6 Plus, or later)
-iPad (Pro, Air 2, Mini 3, or later)
-Apple Watch
-MacBook Pro with Touch ID
-All Mac models (2012 and later) and iPhone or Apple Watch with Apple Pay enabled

Q

If you do not receive an order confirmation email

A

「The order confirmation email will be sent from the email address shop@twoface-eyewear.jp.
Please change your settings to enable receiving mails from “@twoface-eyewear.jp” so that it does not register as spam.
If you still have not received the order confirmation email or would like to check your order details, please contact us via the Inquiry Form.

Shipping

Q

Delivery day

A

We will ship within 7 business days after your order is placed. In the event that the product you requested is out of stock, we will contact you.

Please note that delivery may be delayed for the following reasons:
- When there is a large number of orders.
- When the product is temporarily out of stock.
- When the delivery is delayed or suspended due to force majeure such as bad weather, disasters, traffic restrictions, etc.

Q

Delivery options and available countries and regions

A

•Domestic Delivery Method:
Eyewear by Yamato Transport; Eyewear cloth by local postage.
Please note that request on arrival date is not supported.

•International shipping: Applicable for all products
Products will be shipped by EMS (Express Mail Service). Shipping is limited to China, Korea, Taiwan, Oceania, Canada, Mexico, and the Middle East. Handling may be restricted in some countries and regions. For international shipping, customers are responsible for the customs duty, customs clearance fees and taxes where applicable. The carrier will pay for the customs duty and applicable taxes on behalf of the customer. This will be claimed from customers with a service fee upon arrival of the delivery. Please note the carrier will claim these costs upon delivery.

* We cannot provide shipping to the customer’s overseas addresses for those who live in Japan.

Q

Delivery date and time

A

As a general rule, a specific date and time cannot be selected for the delivery. If you wish to specify the shipping method or date and time of the delivery for any reason, please let us know prior to placing your order. Please note that we are unable to make these adjustments after the order has been placed.

Q

Shipping fees

A

Customers are responsible for all shipping fees for both domestic and international shipping. For international shipping, the carrier will pay for the customs duty and applicable taxes on behalf of the customer. This will be claimed from customers with a service fee upon arrival of the delivery. Please take note of this before placing an order.

* We cannot provide shipping to the customer’s overseas addresses for those who live in Japan.

shipping fees shipping fees
shipping fees shipping fees
Q

Changing the delivery address after the order is confirmed

A

You cannot change your delivery address via the website after confirming your order. Please contact us via Inquiry Form.
*Please note that the delivery address cannot be changed if we receive your inquiry after the product has been shipped.

Cancellation policy・Return policy

Q

Cancellation policy

A

Customers can cancel the order before shipment. For cancellation after shipment, please contact us using the Inquiry Form.

Q

Return policy

A

After receiving the package, please open immediately and check the condition of the product. We will accept returns or exchanges if the request is made within 7 days of receiving the package. Please note that we can only accept returns or exchanges if one of the following conditions is applicable.

1.When the products have any defects
2.When the product that arrived does not match your order
3.When it is obvious that the product was damaged during its delivery
For any questions about a return, please contact us via Inquiry Form.

AFTER-SALES SERVICES

Q

NOSE PADS AND SCREWS

A

If a nose pad or hinge screw becomes worn or lost, we will mail you a replacement free of charge. Please contact us via the Inquiry Form or official LINE chat, providing the required parts, quantity, your name, and address.

Q

TEMPLE TIPS

A

If the compression tube on the temple tips (side arms) deteriorates over time, we will replace it free of charge. Please contact us via the Inquiry Form or official LINE chat.


*Return shipping costs will be borne by the customer.

*This service is only available within Japan. We do not offer overseas delivery.

Q

DAMAGED FRAME AND REPAIRS

A

If your frame is severely damaged (e.g., broken, delaminated, scratched, or suffering from plating/paint peeling), we will repair it at our affiliated factory. Please contact us via the Inquiry Form or official LINE chat with details of the damage. A representative will reach out to you with a cost estimate.


*Repairs typically take about one and a half months.

*Note that deep damage may not be fully repaired, and marks may remain, or the desired finish may not be achievable.

*Scratches may occur during the repair process.

*This service is only available within Japan. We do not offer overseas delivery.

Q

LENS REPLACEMENT

A

If the original lenses that come with the frame deteriorate or become damaged, we can replace them for a fee. Please contact us via the Inquiry Form or official LINE chat with the part number printed on the temples and the lens color. A representative will reach out to you with a cost estimate.


*This service is only available within Japan. We do not offer overseas delivery.

Membership information

Q

If you do not receive the registration confirmation email

A

The registration confirmation email will be sent from the email address shop@twoface-eyewear.jp.
Please change your settings to enable receiving mails from “@twoface-eyewear.jp” so that it does not register as spam.
To confirm your membership, please contact us via Inquiry Form.

Q

How to change your membership information

A

You cannot change your membership information such as the email address and postal address on the website. Please contact us via Inquiry Form.

Q

If you forget your password

A

Please click “Forgot your password?” in the login page and enter your registered email address and click Recover button. Please access the password reset page from the link provided in the automated email to create a new password.

Q

Cancelling your membership

A

You cannot delete your membership information on the website. Please contact us via Inquiry Form.