Q. How long is the rental period?
A. Basically, 3 days and 2 nights. When making a reservation, please select the "delivery date" and "return date" from the calendar.
*After selecting the delivery date, you can only select a date 3 days later for the return date.
Q. How far in advance can I make a reservation?
A. You can make a reservation up to 6 months in advance.
Q. Can I place a hold before making a reservation?
A. We are sorry, but we cannot place an item on layaway while the reservation is unconfirmed.
A We are sorry, but you cannot place a hold on an unconfirmed reservation. If there are reservations for the same day or overlapping dates even after you have added the item to your shopping cart, the reservation completed first will take priority.
Q. I haven't received an email confirming my reservation.
A. Mails from our store will be sent from "hearmelt.jp" and "shopify.com".
Please change your settings so that you can receive emails from the above addresses if you have set any restrictions on receiving emails.
If you would like us to resend the email, please contact us via Contact.
Q. Can you send to a location other than my home?
A. Yes, you can. During the reservation process, please select "Use new address" in the drop-down for the shipping address and enter it.
Q. I have soiled my costume
A. Please do not clean it and return it as is. Please do not clean it, but return it as is.
A. Please return the item as is without cleaning.
Only in cases where special maintenance or repair is required, such as tears, will we charge you for the repair.
If you are worried, you can add "Anshin Plus (¥500/¥1,000)" when you make a reservation so that you do not have to worry about any stains if they occur.
Please do not wash, remove or repair stains by yourself.
Please do not eat or drink while wearing costumes that have a "no food or drink" clause in the product page description.
Q. I want to cancel my order
A.Contact page to contact us.
Please note that a cancellation fee will be charged for all cancellations.
Please note that we cannot accept cancellations after the product has been shipped under any circumstances.
For more information, please refer to the User's Guide.
Q. I received a different item from the one I reserved. The product I received was defective.
A. We sincerely apologize for any inconvenience this may cause.
Please contact us via Contact Page.
We will send you the correct product or an alternative product immediately. If we are unable to send you the correct item or a replacement due to reservation status or other reasons, we will issue a full refund of the rental fee.
*Please note that we are not responsible for any damages other than the rental fee.
*If you contact us after the rental period is over, we will not be able to refund you regardless of whether or not you wore the item.
* Due to the nature of rental items, there may be minor defects (stains, wrinkles, fraying, etc.) due to age. Please note that refunds and exchanges are not available if there are no problems with wearing the item.
Q. What sizes of costumes do you have?
A.The costumes we currently handle range from size 75 to 130.
Some of our 100 size dresses and dresses can be worn by children up to size 120 or 130 depending on the design features, so please take a look.
Length and other measurements are listed on each product page.
You can refer to the size guide as well.