Shopping guide

Sizing

Size charts are generally shown in cm. Some products may use mm.

Each item may vary slightly, and depending on the manufacturing process and where it is measured, the actual item may differ from the size chart by approximately 1–3 cm. Please allow for this when choosing your size.

Product images and colours

Product images are shown in colours as close as possible to the actual items. Colours may appear different in person due to the lighting used for photography or the display settings on your smartphone or computer.

Accessories

If bags, accessories, shoes, underwear or other small items appear in product images, they are not included unless the product title or description says they are. Please check the product title and description for the contents of any set.

Coupons

If you use a coupon, check that it has been applied on the checkout page before placing your order. A coupon cannot be applied after an order has been confirmed.

Store credit

Store credit is a balance added to your PANCHAPANCHA customer account that you can use towards purchases at PANCHAPANCHA. To use it, sign in to the relevant customer account and select store credit on the checkout page.

• Store credit issued for returns and refunds does not expire.
• Store credit issued for returns for personal reasons can only be used for purchases at PANCHAPANCHA and cannot be exchanged for cash.
• You can request a refund of store credit issued following an order cancellation or for another reason through chat support.
• Store credit cannot be transferred to another account or used at another store.

How to place an order

1. Add a product to your cart
   Choose a size and colour on the product page, then select the “Add to cart” button.
2. Proceed to checkout
   Check the products, quantities, sizes and colours in your cart, then proceed to checkout.
3. Enter your delivery and payment details
   Enter your name, delivery address, email address, telephone number and payment method, then check the order details and total amount due shown on screen.
4. Place your order
   Once payment has been completed, your order number will appear and an order confirmation email will be sent. Please keep the confirmation email or a screenshot showing your order number, as you will need it when contacting us.

For payment methods where you pay after placing your order, such as bank transfer or convenience store payment, your order is confirmed once we have received your payment.

Quick checkout

Quick checkout lets you complete your purchase with fewer fields by using the delivery address and payment details saved with a supported payment service. Check the options shown at checkout to see which payment services are available.

Payment methods

The following payment methods are available:

• Bank transfer
• Credit card
• PayPal
• Paidy (pay later)
• Convenience store payment
• PayPay
• Google Pay
• Apple Pay
• Merpay

The payment methods shown may vary depending on your order and the checkout environment. Check the checkout page for the methods available to you.

Bank transfer details

GMO Aozora Net Bank (GMOあおぞらネット銀行)

Fruit Branch (フルーツ支店)
Ordinary account 7801154
Account holder: ド）シエロシーロ

Rakuten Bank (楽天銀行)

First Business Branch (第一営業支店)
Ordinary account 7983600
Account holder: ド）シエロシーロ

Japan Post Bank (ゆうちょ銀行)

Branch name: 一三八
Branch code: 138
Ordinary deposit account number: 1269595

The bank transfer fee is payable by the customer.

Payment deadlines and fees

Payment by bank transfer or convenience store payment is due within 10 days of the order date. If we cannot confirm your payment by the deadline, your order will be cancelled automatically.

Any transfer fees or other payment costs incurred by the customer are the customer's responsibility.

When we will contact you

After you place an order, we will generally contact you at the following stages using the registered email address:

• When we receive or confirm your order
• When your payment is confirmed (for payment methods that require it)
• When your item has been dispatched
• If we need to check any details of your order

Where available, the dispatch confirmation email will include a tracking number.

If you do not receive an email

First, check your customer account's order history and your spam folder.

If you use an email address provided by your mobile network and block messages sent from computers, or have set up domain filtering, please allow emails from “cielosiro.co.jp”. If you are unsure how to change these settings, please change the address where you receive our emails to a free email address such as Gmail.

Changing the email address for order messages

If you want to correct or change the email address you entered when ordering, go to chat support at the bottom of the shop page and select “Check order and dispatch status” (注文・発送状況を確認したい), then “Order confirmation email has not arrived” (注文完了メールが届かない).

After reading the instructions, select “Change the email address for order messages” (受信メールアドレスを変更する), then enter the name and telephone number used for the order. If we can verify your order details, a screen for entering your new email address will appear. Once you submit it, we will change the email address for that order to the new address.

Shipping charges

• 46 prefectures, excluding Okinawa Prefecture: flat rate of ¥750
• Okinawa Prefecture: ¥1,500
• A single order with a total item price of ¥12,000 or more: free shipping, including Okinawa Prefecture

There is no additional charge for islands outside Okinawa Prefecture. The shipping charge and total payable shown at checkout take precedence.

Dispatch and estimated delivery times

Dispatch and delivery estimates are the same for all products delivered within Japan.

After your order is confirmed, dispatch usually takes around 3–10 days, averaging around 7 days. Delivery normally takes around 5 days after dispatch.

After public holidays, or when customs or carriers are busy, or because of weather or traffic conditions, delivery after dispatch may take longer than usual.

Delivery companies

For deliveries within Japan, we mainly use Sagawa Express. Depending on the item and delivery address, we may use Yamato Transport or Japan Post. You cannot choose the delivery company.

Inspection and dispatch

We inspect items before dispatch. Normally, we dispatch your order after all the items have passed inspection and packing is complete.

Even for an order containing a single item, dispatch may take longer than usual if inspection finds a defect, because we need to arrange a replacement and inspect it again. We dispatch the item as soon as preparation and inspection are complete.

If your order contains several items and any item found to be defective during inspection needs to be sourced again, we aim to dispatch the items ready at that time first, around 14 days after the order date. We dispatch replacement items as soon as they have passed inspection and packing, one by one.

If we split your order into multiple dispatches for reasons on our side, we will not charge additional shipping.

Delivery date and time requests

We cannot accept requests for a delivery date or time window when you place your order. After dispatch, please contact the delivery company directly using your tracking number.

Changing your delivery address

You can change the delivery address after your order is confirmed, provided the item has not yet been dispatched. To request a change, do not enter personal information in the free-text field of the support chat. Instead, ask “I want to change my delivery address” (「お届け先を変更したい」).

Follow the instructions to check your order details, then enter the new address in the form shown. You cannot change the recipient’s name or phone number.

Extended absence and refused delivery

We outsource order dispatch to a fulfilment provider. If you refuse delivery, or we cannot deliver because of an error in the address you entered, the item will not be returned to us. It will be held for a certain period in the delivery company’s or fulfilment provider’s warehouse and then disposed of.

In these cases, we do not refund the item price, shipping charge or any other amount paid. If redelivery is possible, you are responsible for any costs incurred for redelivery, return, storage and other related services.

Even if you no longer want the item, please do not refuse delivery. Receive it first, then contact us about a return for personal reasons.

Cancellations after order confirmation

We begin preparing your order promptly after it is confirmed. For this reason, we do not accept cancellations for personal reasons after order confirmation.

However, if a dispatch delay means an item remains unshipped after 30 days have passed from the order date, you may request cancellation of the unshipped item because of the delay. If some items in an order containing several products have already been dispatched, only the unshipped items are eligible.

To ask about a cancellation, contact us through the support chat at the bottom of the store.

Refund method

• When refunding an amount already paid, we normally refund it to the payment method used for the order.
• We may issue store credit only if payment-provider restrictions or other reasons prevent us from refunding the original payment method.

If you cannot see a refund after we have notified you that it was issued, log in to your PANCHAPANCHA customer account and check your store credit balance as well.

You may request a monetary payout of store credit issued for an order cancellation or another refund through the support chat. Store credit issued for a return for personal reasons can only be used for purchases at PANCHAPANCHA and cannot be exchanged for cash.

Request deadline and review

If you would like to return an item for personal reasons, submit a request through the support chat within 3 days, including the delivery date. Do not send the item back before we provide return instructions. After approval, follow the return method and deadline we provide.

Submitting a request does not guarantee approval. We review each request individually, taking into account the item’s condition, the number of items requested for return, previous returns and other relevant circumstances.

We may decline a request if you are returning many items at once, have made frequent returns, or if other circumstances reasonably make acceptance inappropriate.

Credit and fees for an approved return

For an approved return, we issue store credit for 80% of the amount actually paid for the returned items. This credit has no expiry date.

The credit can only be used for purchases at PANCHAPANCHA and cannot be exchanged for cash. The remaining 20% is the return-processing fee, and you pay the return shipping cost.

The original shipping charge, payment fees and any other amounts besides the item price are not included in the credit. Even if the item total falls below the free-shipping threshold after a return, we do not deduct an additional shipping charge from the credit.

Items that are not eligible for return

• Items for which no return request was submitted within 3 days, including the delivery date
• Items worn or used beyond an indoor size check
• Items worn or used for photographs, including social-media content
• Items with tags, labels, accessories or packaging removed
• Items that have been washed, cleaned, repaired or altered
• Items with stains, damage, odours, makeup marks, substantial creasing or other changes from their condition on delivery

Items returned without prior contact or approval

Items returned without prior contact or approval are not accepted as returns.

We will contact you to choose between having the item sent back to you with shipping payable on receipt or having it disposed of. If you do not reply by the deadline we provide, or we cannot reach you, the item will be disposed of.

No refund of the item price is made in either case.

What to check when your order arrives

When your order arrives, check its contents and condition before wearing, using or washing the items.

If an item is defective or different from what you ordered, contact us through the support chat within 7 days, including the delivery date, with photos or other evidence showing the issue. After review, we will explain the return, replacement or refund procedure.

Confirmed defects or incorrect deliveries are not subject to the 20% personal-return fee or customer-paid return shipping.

Size exchanges are currently suspended

Size exchanges are currently suspended because our warehouse cannot handle them. If an item does not fit, check the conditions for returns for personal reasons.

Returns for personal reasons

We do not accept personal returns, including a change of mind or dissatisfaction with fit, colour or appearance. Check the product description, measurements and colour before ordering.

Defective or incorrect items delivered outside Japan

Check the items before wearing, using or washing them. Report a defect or an item that differs from your order through the support chat within 7 days, counting the delivery date as day 1. Include your order number and both photographs and video clearly showing the issue.

We review the evidence and order details. Once we confirm a defect or incorrect delivery, we decide whether to send a replacement or issue a refund based on the circumstances and stock availability. If a replacement is unavailable, we refund the eligible amount. We may request more evidence if the information provided is insufficient; a report alone does not guarantee a remedy.

You do not need to return the affected item. We charge no additional shipping for an approved replacement.

Size exchanges outside Japan

Size exchanges are unavailable. An item that does not fit is a personal reason and is not eligible for return. If we delivered a different size from the one ordered, follow the defective or incorrect-item procedure.

Refused or undeliverable shipments

If delivery fails because you refuse the shipment or provide an incomplete or incorrect address, we do not refund the item price, shipping charge or other payments for that order. Refusing a shipment does not cancel the order. Check your delivery details before confirming your purchase.

Loss in transit

We refund an item when its tracking information confirms that it was lost in transit. If an order has not arrived, contact support chat with your order number and tracking number.

Refund amounts for defective, incorrect or lost items

If every item in the order qualifies for a refund, we refund the full amount paid, including the original shipping charge. If only some items qualify, we refund the amount paid for those items plus their share of the original shipping charge. That share is calculated by multiplying the original shipping charge by the affected items’ proportion of the total item weight in the order.

Customs duties and import taxes charged again

If you are charged customs duties or import taxes again for an order delivered outside Japan, and those duties or taxes were already included in the shipping charge or otherwise paid for that same order, contact us through the PANCHAPANCHA support chat. Provide your order number and evidence of the separate charge, such as an invoice or receipt. We will review the evidence against your order. If we confirm that the charge duplicates duties or taxes already covered for the order, we will refund the verified additional amount to the payment method used for your order. This reimbursement is separate from the weight-based allocation of the original shipping charge for refunds involving defective, incorrect or lost items.

Refund method

Refunds normally go to the original payment method. If payment-provider restrictions or other limitations prevent this, we issue store credit with no expiry date. You may request a monetary payout of unused refund credit through the support chat; we check the order history and credit usage before processing the request. The time until a refund appears depends on the payment provider.

Applicable legal rights that cannot be waived remain protected.

Contact us

If you have any questions, contact us through the support chat at the bottom of the store. If the AI cannot resolve your query, it will direct you to “Contact a member of our team”.

Full terms and disclosures

For full details of cancellations, returns and refunds, please also see the following pages.

• Terms of Service
• Returns and Refunds Policy
• Legal Notice under the Specified Commercial Transactions Act