Frequently asked questions

The Brand Off online store is operated by Brand Off, Brand Off goal is to work to eliminate commercial fraud and stop counterfeit goods being distributed in the market. So you can feel safe to buying our products. So please be assured that when you shop with us our products are all 100% genuine.

We handle both new and used items.Please check the ranking list below for the condition of the item.

You can choose the payment method from Bank Transfer, PayPal Payment.

See here for details

Please specify the delivery date and time between 3 to 10 business days from the date of your order.

If an accessory is indicated on the item page, the item will come with it.
However, since some suppliers may have destroyed the packaging, the boxes or bags may not be included with some items.
For more details Please check the item page when you place your order.

Yes, we certainly do have a gift wrapping service. The service is free, so please ask when you make your order.

Due to the nature of our products, we cannot accept cancellations or returns after delivery.
However, if the product is defective, we will accept returns if you contact us within 6 days of delivery.
If you contact us after 6 days, we will not accept returns for any reason.

We will check the item internally, and if we deem it necessary, we will take action such as returning the item.
If we do not hear from you within one week from the date you first contacted us, we will consider the correspondence closed and your claim will be canceled and null and void.
After that, we will not be able to respond to refunds or returns for any reason.

How to return a defective product

1. Please be sure to inform us in advance that you wish to return the product.

2. We will send you a return shipping label by e-mail after we confirm the contents of your return.
Please send the product back to us. After returning the product, please notify us again.
After the product arrives at our company and inspection is completed, the customer will receive a refund.

*In the case of refusal to receive, cancellation, or return for customer convenience after shipment, we will refund the money after deducting the return shipping and handling charges (including customs duties, etc.).

*Customs duties paid at the time of importation are non-refundable for any reason.
This is because they have not been credited to our company.

We ship internationally only on Mondays, Wednesdays, and Fridays. Usually, we ship within 2 to 3 days after an order is placed.

*Attention
Orders placed on weekends in Japan may take up to one week to ship.

We are unable to ship during Japanese national holidays and year-end and New Year holidays, as the carrier is closed.

Currently, we do not accept items brought in by customers traveling from abroad for purchase.
The same applies to online transactions.

*We do not appraise or purchase items by photo or video.

If you wish to ship to Japan, a phone number that can be connected within Japan is required.
*What's app and international calls are not acceptable.

If a phone number is not available, your order will be cancelled.

Also, we do not accept delivery to a place of stay other than your home.

We are very sorry, but due to the current high rate of fraudulent use of our services, we are unable to ship to locations other than the billing address.

If you insist, please make sure that the payment is also made on the consignee's account.
We will cancel any shipments to a location different from the billing address.

We also ask that gifts be shipped to the billing address.

We are very sorry, but due to the current high rate of fraudulent use of our services, we are unable to ship to locations other than the billing address.

We will cancel any shipments to a location different from the billing address.

When you wish to order products, it will take up to one week to move the products.
If less than one week has passed before the date of your visit to our store, we may refuse your request.
Please be sure to contact us at least 2 weeks to 1 week prior to your scheduled store visit date if you wish to order items.

*We cannot accept any reservation items that exceed 2 weeks.

What we would like to receive at that time

1）Your name
2）Phone number (preferably one that can be reached in Japan)
3）Your e-mail address
4）Date of visit
5）Name of store you plan to visit
6）Products you would like to purchase (up to 5 items at a time)

Please click here for more information about our stores.
https://www-brandoff-co-jp.translate.goog/shop_list/?_x_tr_sl=ja&_x_tr_tl=en