ZOZOTOWN
ZOZOTOWN is a major Japanese online fashion store operated by ZOZO, Inc., offering clothing, shoes, bags, accessories, and beauty products from a wide range of Japanese and international brands.
QHow is the proxy purchase fee charged?
AThe ZOZOTOWN proxy purchase fee is charged per item, based on the item price:
| Item price | Proxy purchase fee |
|---|---|
| Under ¥2,000 | ¥250 / item |
| ¥2,000 or more | ¥300 / item |
When you buy multiple ZOZOTOWN items in the same order, the total proxy purchase fee is capped at ¥500.
Example: If you buy 3 items priced at ¥3,000 each in one order, the fee would be ¥300 × 3 = ¥900, but it is capped at ¥500, so you pay only ¥500.
※ The proxy purchase fee is calculated according to the above rates when you submit and pay for your order, and is included in the order total.
QHow is the Japan domestic shipping fee charged?
A① The Japan domestic shipping fee for ZOZOTOWN items follows ZOZOTOWN's rules: ¥330 (tax included) per delivery.
② The shipping fee is charged per delivery. Even if you order multiple items at the same time, ZOZOTOWN will split them into separate orders and ship them separately in the following cases, and a shipping fee applies to each package: pre-order items bought together with other items; pre-order items with different estimated shipping dates; made-to-order items bought together with other items; items shipped directly from the shop; or items shipped from different locations.
③ For items shipped directly from the shop, the shipping fee shown on the product page and the shop's rules apply.
④ If an additional shipping fee arises due to order splitting or similar reasons, it will be calculated as a shipping fee adjustment after the item arrives at our warehouse and paid together with the international shipping fee.
QWhen will the Japanese seller ship? How long will it take for the item to arrive at the Doorzo warehouse?
AShipping time depends on the item type:
| Item type | Shipping time |
|---|---|
| Regular in-stock items | Usually shipped within 4 days from the day after the order |
| Pre-order items | Based on the estimated shipping date shown on the product page (e.g. "early [month]": early = 1st–10th, mid = 11th–20th, late = 21st–end of month) |
| Items shipped directly from the shop / back-ordered (取寄せ) items | Based on the estimated shipping date shown by ZOZOTOWN at the time of ordering |
After a regular in-stock item is shipped, it usually arrives at the Doorzo Japan warehouse within 2–10 days.
If you buy back-ordered items together with regular items, all items will be shipped together once the back-ordered items are ready. If an in-stock item has not been shipped after 3 weeks, please contact Doorzo Customer Support.
QAre the items authentic? What condition are they in?
AZOZOTOWN items are sold by ZOZO and official brand shops on the platform, and are mostly brand-new. Doorzo will purchase the specified item on your behalf, but cannot guarantee the item's condition.
※ ZOZOUSED items are second-hand, and no certificate of authenticity is provided. Some listings use the original product images from the item's release, so please refer to the condition rating and notes in the item description for its actual condition.
QHow do I know if the purchase was successful? What if the item is out of stock?
AOnce the item has been successfully purchased after you pay, the order status will change to "Processed, Awaiting Arrival". If the item is sold out or cannot be purchased for other reasons, a refund (including the item price and proxy purchase fee) will be issued within 3 business days.
QCan I get a refund, return an item, or exchange it for a different size?
AOnce payment is completed, cancellations, returns, and exchanges for buyer reasons (including wrong size) are generally not accepted. For clothing and shoes, please check the size chart and actual measurements on the product page carefully before ordering.
QWhat if the item price changes?
AZOZOTOWN prices may change, for example, when a limited-time sale ends. Doorzo will purchase the item at the actual price at the time the order is processed.
QThe item I want is in high demand. Can Doorzo place the order urgently?
AOrders are processed in sequence, and expedited purchasing is not available at this time. Our purchasing team will process your order as soon as possible. Thank you for your patience.
QWhy hasn't my order been placed for a long time?
AManual order processing hours are 10:00–19:00 (Japan time). Orders placed in the evening will be processed in sequence the next morning.
QWhy are some items marked "Not Supported" and unavailable for purchase?
ATo protect your rights, Doorzo blocks items that cannot be shipped internationally. In addition, some prohibited items, restricted items, and fragile items are also marked as "Not Supported".