In-stock items ship on the same day or within 3 business days after payment is confirmed. Orders placed on Sundays or public holidays ship on the next business day.

Made-to-order items ship in approximately 2–5 weeks.

If your order contains both in-stock and made-to-order items, they will ship together once the made-to-order items are ready.

Please check your spam folder. If you use an email allowlist, add @shopifyemail.com.

If you still have not received the email, contact PANERO on LINE.

If you select convenience store payment, an unpaid order is canceled automatically after 3 days.

Please contact us immediately after placing your order. However, if shipping preparation has already been completed at our warehouse, we cannot accept changes even if you have not yet received a shipping notice.

In some cases, changes may also require a different shipping carrier or incur additional shipping fees. If so, the return shipping cost will be charged to the recipient, so please understand this in advance.

Paidy will notify you of the amount due by email and SMS between the 1st and 3rd of the following month. Please pay by the 10th of the billing month.

See Paidy's payment guide for details. You can also contact Paidy Customer Support at 0120-971-918 (weekdays 10:00–18:00, Japan time).

After you place your order, you will receive an email with payment instructions. Please pay at the convenience store you selected at checkout.

If the email has not arrived, check your spam folder. If you use an email allowlist, add @komoju.com. If you still cannot find it, contact PANERO on LINE.

Unpaid convenience store orders are canceled automatically after 3 days.

Returns and refunds for customer-related reasons are generally not accepted. If we confirm that an incorrect item was delivered or that an item has a clear defect attributable to us, we will arrange a return or exchange. Please contact us and arrange the return within 7 days of receiving the item. We will cover the required shipping in these cases.

For a size exchange, contact us within 7 days of receiving the item. It must have only been tried on, with its original paper tags attached and no stains, odors, scratches, damage or signs of wear. Shoes must have only been tried on indoors. Customers in Japan should contact PANERO on LINE; customers outside Japan should contact us by email or chat. The customer pays shipping both ways and any duties, taxes or other costs arising from the exchange. An exchange may not be possible if the requested size is unavailable. Lucky bags and BOX products are excluded from size exchanges, except for the ¥99,000 BOX.

Customers residing in the EU or EEA may have a separate right of withdrawal. Please see the Refund Policy linked at the bottom of this page for full details.

We do not have a permanent store. However, several times a year, you can see and purchase products in person at limited-time pop-up stores. Try-ons are available as well. Event dates are announced on our official online store and social channels, including LINE and Instagram.

Even for in-stock items, stock status is shown by size. For example, an item may be marked in-stock for M, L, and XL, but if only S is sold out, the order may be treated as a made-to-order item. In that case, only the S size is produced after ordering, and shipping takes about 2 to 5 weeks. Please check the product page, cart, and checkout carefully.

We ship worldwide. Shipping charges are shown at checkout.

In-stock items usually ship within 3 business days after payment. Made-to-order items usually ship in approximately 2–5 weeks. If your order includes both, the items ship together when the made-to-order item is ready.

International delivery times vary by destination and carrier. Please contact us if you have any questions.

For orders shipped outside Japan, returns for customer-related reasons are generally not accepted. If we confirm that an incorrect item was delivered or that an item has a clear defect attributable to us, we will arrange a return or exchange and cover the required shipping. Please contact us by email or chat and arrange the return within 7 days of receiving the item.

For a size exchange, please contact us by email or chat within 7 days of receiving the item. The item must have only been tried on, with its original paper tags still attached, and must have no stains, odors, scratches, damage or signs of wear. Shoes must have only been tried on indoors. The customer pays shipping both ways and any duties, taxes or other costs arising from the exchange. An exchange may not be possible if the requested size is unavailable. Lucky bags and BOX products are excluded from size exchanges, except for the ¥99,000 BOX.

Customers residing in the EU or EEA may have a separate right of withdrawal. Please see the Refund Policy linked at the bottom of this page for full details.

Shipping fees vary by country, region, and weight. You can check the fee at checkout.