FAQ

Q. How can I find out when the "out of stock" items will be restocked?

A. The restock schedule is largely dependent on the manufacturer's production status. Therefore, it is very difficult to keep track of all the restock schedule exactly.

We strongly recommend signing up for a notification for the product and wait until it send you an email. You must be a registered member of our online store for the notification.

*Please kindly note that "out of stock" items are not always restocked necessarily.

Q. I'm not receiving the order confirmation email.

A. The main possible causes are as follows.

◇ An error in the email address when registering.
You could confirm/change your registered email address by following steps. Please change the address to the receivable ones.
i. Log in to the online store, click on upper right icon and chose "My Account".
ii. Under "Contact Information", click on "Edit"
iii. Under "Edit account information" screen, put a check mark on " Change Email", change the address to the correct one and then click "Save".

◇ "RFC violation e-mail address" is used.
When your email addresses violates the RFC (Request for Comments) protocol, we will not be able to send you e-mail due to system constraints. So please change your registered e-mail address in advance.
e.g., abc..def@bluelug.com / abcd.@bluelug.com / .abcd@example.co.jp

◇ The mail is set to spam/receipt rejection settings.

There may be the chance that the received e-mail has been sorted into your spam folder.
Also, please check your domain settings so that you can receive emails from @bluelug.com.

Q. I want to shop without registering as a member.

A. Purchases without registering as a member is available on Blue Lug online store. However, it is more convenient if you register as a member, as you will be asked to provide your name, shipping address, and other necessary information with each order. You could register as a member from HERE.

Q. Will I be charged with custom fees?

A. Yes, you are responsible for customs fees.
Please keep in mind that we are not responsible for any kind of taxes you are charged in the process of your package going through the customs.

Q. Can I make a change to my order?

A. No, we cannot make changes to your order once it is placed.
In case you need to do so, we are able to cancel the entire order if the order is still being processed. Please contact us at international@bluelug.com ASAP if you need to cancel your order.

Q. Can I cancel my order?

A. In case you need to cancel your order, we are able to cancel the order if the order is still being processed.
Please contact us at international@bluelug.com ASAP.

Q. How much is the shipping cost?

A. You can check your shipping cost by the following steps:
Add products in the cart, then go to the check out page. Fill in your Country, ZIP/Postal code and City. Your shipping cost will appear at the bottom.

Q. Can you declare a lower value on the invoice?

A. No. This will put your package in risk and it is highly illegal here in Japan.

Q. Can you correct a wrong shipping address I entered mistakenly?

A. Yes, we can correct the shipping address if the order is still being processed.
Please contact us at international@bluelug.com ASAP.

Q. Is it possible to return (exchange) items in my order?

A. Yes, please check our Return and Exchange policy.

Q. Can I order from the International website and have the package delivered in a Japanese address?

A. No, if you need something to be delivered in a Japanese address, you would need to place an order on our Japanese website.

Q. When will you ship my package?

A. We ship your package within 72 hours after you have placed an order, from Mondays to Fridays. None of the orders will be shipped out on the weekends, due to FedEx’s business hours. We will send you the notification email along with the tracking number, once your order has been collected by FedEx.
If you do not receive the e-mail within 24 hours, please contact us at international@bluelug.com.