A. 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.

A. It may have been filtered into your spam folder, so please check again. If it still has not arrived, please contact PANERO’s official LINE account. Please note that after selecting convenience store payment, the order will be canceled automatically if 3 days pass.

A. We can help you right after your order is placed. However, once shipping preparation has been completed at our warehouse, changes cannot be accepted even if the shipping notice has not been sent.

Depending on the change, a forwarding fee may be charged if the delivery company’s service area changes. In that case, the forwarding fee will be billed to the recipient, so please understand this in advance.

A. Paidy will notify you of the amount due by email and SMS between the 1st and 3rd of the following month. Please pay at your chosen convenience store by the 10th of the month in which the bill is confirmed. For details on using Paidy, see their payment guide or contact Paidy Customer Support at 0120-971-918 (weekdays 10:00–18:00, Japan time).

A. After your order is complete, we will send an email with payment instructions, so please pay at the convenience store selected at checkout. If the email does not arrive, it may have been filtered into your spam folder, so please check again. If it is not there, please contact PANERO’s official LINE account.

A. 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.

A. We do not have a permanent store. However, several times a year, you can shop in person at limited-time pop-up stores. Try-ons are also available. Opening dates will be announced on our official online store and social channels, including LINE and Instagram.

A. Availability is shown by size. For example, M, L, and XL may be in stock while S is marked as made to order. In that case, the S size takes approximately 2–5 weeks to ship. Please check the product page, cart, and checkout before placing your order.

A. 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.

A. 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.

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