User Guide

Please enter the required information at "Create an Account" on https://serpentina.jp/account/login.

Please enter your registered email address and password.

【If You Forgot Your Password】
If you forgot your password, please reset it.
You can change it at "Forgot your password?" on the login page.

【If You Forgot Your Email Address / Cannot Use Your Registered Email Address】
If you forgot your email address or cannot use it, please contact us via chat.

Membership information can be changed at "Change Registered Information" on My Page.

〈Changeable Items〉
・Name
・Email address
・Date of birth
・Address/Contact information

【Important Notes】
・Even if you change your membership information, the delivery address for your current order will not be changed.

If you wish to cancel your membership, please contact us via chat. We will process the cancellation for you.
Please note that it may take some time for the cancellation to be reflected due to processing requirements.

【Important Notes】
・If you have an outstanding order, please complete the cancellation procedure after receiving the product.
・You will not be able to view My Page after cancellation.
・Please note that cancellation of membership cancellation is not possible.

Please check the size information listed on the product page.
Bust, waist, and hips are listed as the circumference.
Length, shoulder width, and sleeve length are listed as the flat length.

Product prices may change without notice.
Even if a product becomes eligible for a sale or campaign price after purchase, a discount cannot be applied retroactively.
Please also note that sale prices may return to regular prices.

During sale and campaign periods, we receive a very large number of orders, so shipping delays are expected.
Products will be shipped in order as soon as shipping preparations are complete, but please note that delivery may take longer than usual.

Products photographed using samples may differ slightly from the actual product in specifications, processing, size, etc. Please note this in advance. We strive to display product images as faithfully as possible, but depending on your monitor settings and characteristics, there may be slight color differences compared to the actual product.

We apologize, but we do not accept orders by phone or fax. Please place your order on our website.

Please note that we do not offer gift wrapping.

We cannot combine products after an order has been placed. Please be sure to purchase all desired products together.

Under the provisions of the Act on Specified Commercial Transactions, sales on this service are not subject to the cooling-off system. The cooling-off system is designed to protect customers from coercive sales, such as door-to-door sales, and does not apply to mail-order sales (including internet sales) where customers can consider purchasing of their own volition. Please note this in advance.

In the case of an initial defect, we can exchange it for the same product in a different size or color. Please contact us via the inquiry form and follow our instructions to complete the procedure.
We will cover the return shipping cost.
If the product is out of stock, we will issue a refund.
*If you used a credit card at the time of purchase, the refund will be processed by canceling the credit card payment.

We accept exchanges for the same item in a different size.
If the item is sold out or the desired size is unavailable, we will accept it as a return (prepaid by the customer).

・The refund will cover the product price only.
・If a coupon was used, we will issue a coupon of equivalent value.
・Please understand that time-limited coupons (such as free shipping) will not be reissued.

We strive every day to offer better products, so we hope you look forward to your next favorite item.

＜Size Exchange Procedure＞
1. Please contact us by email within 7 days of receiving the product.
2. We will usually reply within 2–3 business days.
3. If we do not receive a reply, please resend your email.
4. We will confirm the conditions.
5. If the conditions are acceptable, we will provide the return address.
6. After return, we will inspect the condition of the product based on the conditions, and if there are no issues, we will arrange the shipment of the exchange product.
*Exchanges are limited to once only, so please note in advance that we cannot accept returns if the received product is different from what you expected or if the size is still incorrect.

◇About the Conditions in Step 4◇
・Prepaid return shipping
・Tried on indoors only
・No strong scents or stains (including pet hair, etc.)
・No damage due to storage
・Unwashed
・Tags not removed (tags with the brand logo)
→If the cord is removed, please include it in the return package

【Important Notes】
Items that cannot be exchanged
1. Sale items, outlet products, and products not eligible for size exchange
2. Products purchased at pop-up shops (including try-on pop-ups)
3. Items that have stains, odors, etc., from trying them on
4. Products that have been altered, washed, or dry-cleaned
5. Products with name tags or accessories removed
6. Products judged to have been used for purposes other than trying them on
7. Items that were not contacted or shipped within the specified period after arrival
*We do not accept color exchanges.

These are products for which we accept orders in advance. Products will be shipped in order as soon as they arrive. Please note that if you purchase regular delivery products in the same cart, they will be shipped at the same time as the pre-order (made-to-order) products.

Please note that payment is processed at the time of purchase, not at the time of shipment.

We apologize, but please note that we cannot accept cancellations after an order has been completed. Please be sure to review your order before placing it.

If you have registered a mobile phone or smartphone email address, your device may be set to block emails from computers.
If you have domain-specific reception or rejection settings for spam protection, please set your device to receive emails from the "@serpentina" domain.
*You can check your registered information on My Page. Please also check your spam folder, as it may have been filtered there.

You can download it from My Page. We apologize for the inconvenience, but please check it.

The available payment methods are as follows:
・Credit card
・Apple Pay / Google Pay / Shop Pay
・Buy now, pay later (Paidy)

【Available Cards】
VISA, Mastercard, AMEX, JCB, Diners Club, Discover
*Please use a credit card in the cardholder's name.

【Payment Date】
At the time of order completion

You can shop easily using Apple Pay / Google Pay.
Since it uses the delivery and payment information registered in your Apple/Google account, you can shop without the hassle of entering information.

Buy now, pay later (Paidy) is a deferred payment service provided by Paidy Co., Ltd., where you pay the total amount used during the month in the following month using only your email address and mobile phone number.

Payments are finalized on the last day of each month for the billing period and confirmed on the 1st of the following month. Paidy will send a billing notification by email and SMS between the 1st and 5th of the following month.
Please follow the payment method instructions in the email and SMS and pay by the specified due date below.

▶Frequently Asked Questions about Buy Now, Pay Later (Paidy): Click here
▶About Buy Now, Pay Later (Paidy): Click here

You cannot change the payment method after an order has been confirmed. Please pay using the payment method you selected at the time of ordering.
Please review carefully before placing your order.

Shipping fees at the time of order are as follows.

【Shipping Fee】
The shipping fee is a flat rate of 650 yen (tax included) nationwide.

*Shipping fees apply separately to products with different order numbers. Please note this in advance.

All products will be delivered via Sagawa Express Takkyubin. (You cannot specify the shipping method.)
Once the shipping procedure is complete, a "Shipping Completion Notification Email" will be automatically sent to the address registered at the time of ordering.
If you have any questions regarding delivery, please check the 12-digit tracking number listed in the email and contact Sagawa Express directly.

If you are not home at the time of delivery, the delivery driver will leave a "missed delivery notice".
You can request redelivery by contacting the contact information listed on the missed delivery notice.

The storage period for packages with Sagawa Express is 8 days, including the initial missed delivery date.
If you do not receive the package after this period, your order will be canceled.
Please note that in the case of cancellation, the refund will be the amount minus the 650 yen shipping fee.

*If the name registered differs from the nameplate, the missed delivery notice may not be left.
*An incorrect address is also a cause for not receiving the package, so please be careful when registering.

We do not accept refusals of receipt for ordered products.
If we do not receive contact from the customer for more than one week after shipment and the product is not received, we will cancel the order and retrieve the product. If deemed a malicious refusal of receipt, we may refrain from shipping in the future and charge a separate fee for round-trip shipping and product handling. Please note this in advance.
Furthermore, if there are many cases where products cannot be received, we will refrain from shipping in the future.

Products are usually shipped within 3–4 business days excluding weekends and holidays (counting from the next business day).
*During sales, it may take even longer.
*Delivery to Okinawa and remote islands may take longer.
*Delays may occur due to weather or traffic conditions.
Please note this in advance.