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FAQs

Registration

1. Can I purchase without registering as a Grand Seiko Boutique Online member?
You can purchase without registering.
<< Membership benefits >>
If you register, you can save your name, shipping address and the order history etc. Other benefits are below.

  1. Basic information autofill
    The saved name and shipping address can be displayed automatically on the checkout page.
  2. Order History
    You can review your past orders.
  3. Wishlist
    You can save your favorite products.
  4. Address book
    You can save your shipping information for later use.
  5. Subscribe to "Information about new products, campaigns, events, etc"
    You can subscribe to "Information about new products, campaigns, events, etc".

2. Can I register without entering my address and contact information?
No, you cannot register without entering the required information.
You need to enter your name, email address, and contact telephone number.
If your registered information is incorrect or incomplete, we may contact you. Also, we may cancel your registration and your order.
3. Can I register an overseas address?
No, you cannot register an overseas address.
Please register an address in Japan.
4. I forgot my password.
5. Can I update my account information such as name, address, and email address?
You can update each registered piece of information from "My Profile" in “My Account”.
However, you cannot change your order history.
6. Can I add new shipping information or update the registered one?
You can add a new address or update your address in "Address Book" in “My Account”.
However, you cannot change the address displayed in the order history.
◎ You can register multiple addresses in "Address Book".
◎ You can set one of your addresses as a "default address". This address is automatically entered as a shipping address on the checkout page.
7. I would like to withdraw my membership.

【Notification for membership withdrawal】
Membership benefits such as "Order History", "Address Book", etc. are no longer available and all registered information will be deleted after withdrawal. Please be aware all your information will be deleted.

Information about new products, campaigns, events, etc

8. I would like to subscribe to "Information about new products, campaigns, events, etc".
You can subscribe to "Information about new products, campaigns, events, etc", if you are a member.
Please go to "My Profile" in "My Account" at the top of the page, and then select "Yes, Please" in "WOULD YOU LIKE INFORMATION ABOUT NEW PRODUCTS, CAMPAIGNS, EVENTS, ETC?".
9. I would like to unsubscribe from "Information about new products, campaigns, events, etc".
Please go to "My Profile" in "My Account" at the top of the page, and then select "No, Thank you" in "WOULD YOU LIKE INFORMATION ABOUT NEW PRODUCTS, CAMPAIGNS, EVENTS, ETC?".
10. What kind of information do I receive in "Information about new products, campaigns, events, etc"?
You can receive our latest information such as our new products and campaign information.

Order

11. Can I check whether my order is correctly placed?
When you place your order, you receive an "Order Confirmation" email. You can check your order information such as the products you ordered, shipping address and payment / billing address information.
Please check and save this email, or print it out and keep it.
If you are a member, you can also check the details in "Order History" in "My Account" at the top of the page.
12. I placed an order, but I haven't received "Order Confirmation" email.
If you do not receive the "Order Confirmation" email, even though the order number is displayed on the screen after placing the order, there is a possibility that your order has not been placed correctly for some reason.
Sorry for your inconvenience, but please contact us.
13. Can I change the products in the shopping bag?
You can change the contents such as product and quantity, before clicking on the "CHECKOUT" button.
◎ If you click the "PLACE ORDER" button on the checkout page, you cannot change or cancel your order by yourself. Sorry for your inconvenience, but please contact us with your order number.
14. I would like to consolidate my orders into one delivery.
Please contact the boutique where you ordered, with your order numbers. (Click here for contact information. )

Product

15. Can I reserve a product?
We cannot accept the reservation of any products listed in Grand Seiko Boutique Online.
16. Can I order the pre-released products?
You can order the pre-released products in Grand Seiko Boutique Online. After the release date, you can pick them up at the boutique or receive them at your shipping address.
17. Are the products with "Out of Stock" sign not available anymore?
Some products may be restocked. However please note that in some cases the product may not be available because it is Limited edition, Discontinued product etc.
If you are waiting for a product to be restocked, click "Notify Me" button on the product detail page.
The products will be added to "Stock Notification" page at the bottom on your "My Account" page. As soon as the product is ready, we will contact you.
(This service is only available for members.)
18. Can I purchase the products I saw in Grand Seiko Boutique Online at the real boutique (Grand Seiko Boutique Ginza / Grand Seiko Boutique Osaka Shinsaibashi)? I would like to purchase the products after checking the real ones.
Yes, as long as we have the stock at the boutique. We recommend you to make contact in advance before your visit.
19. I cannot find the product I saw in Grand Seiko Boutique Online just a few days ago.
It is possible that the product is sold out or temporarily unavailable.

Shipping Address & Sender Information

20. I placed an order, but the delivery address list is not displayed.
You need to log into your account. After logging into your account, you can use "Address Book" function on the checkout page.
21. I would like to change the sender's name to a company (corporate) name.
Please input your request in the "Special Instruction" at the bottom of the confirmation page.
22. I would like to deliver the products to multiple addresses. Is there an easy way to order?
It is not possible to deliver the products to multiple addresses. Please place one order for each address.
23. Can I specify multiple shipping addresses for one order per purchase?
You can specify only one shipping address for one order at Grand Seiko Boutique Online .
If you wish to deliver your products to different addresses, please place one order for each address.

Wrapping

24. Could you pack two products into one gift-box?
We pack one product in one box.
However, you cannot change the address displayed in the order history.
25. I ordered multiple products. Could you help me recognize which box is for which product?
We will tag the product with product name or color etc., even if you do not request us. You can take off the tab easily.

Delivery (Price&Days)

26. How much is the shipping fee?
It is free of charge.
27. How many days will it take for the ordered product to arrive?
Please refer to "Product Delivery Timeline" in "Act on Specified Commercial Transactions".
28. Can I specify the arrival date and time?
Please refer to "Product Delivery Timeline" in "Act on Specified Commercial Transactions".

Delivery (Others)

29. Can I specify a delivery company?
We only use Sagawa Express. We are sorry, but you cannot specify it.
30. I would like to check if the gift has been already delivered.
You can check the delivery status by clicking "Confirm Delivery Status" button in "Delivery Notification" email.
31. Can I deliver products to overseas?
The delivery address is limited to Japan. We are sorry, but we cannot accept overseas deliveries.

Payment

32. What kind of payment method do you have?
You can use credit card or bank transfer with Pay-easy.
33. I would like to have a receipt.
If you need a "Receipt", please input your "Receipt Request" in "Special Instruction" at the bottom of the confirmation page. Please be sure to indicate the name of the recipient (e.g., your name or company name) and the details of the proviso (e.g., "merchandise cost" or "gift cost").
We will not be able to prepare a "Receipt" unless you indicate the "Name of the Recipient".
34. There is no credit card withdrawal. Did I purchase correctly?
The order date at the Grand Seiko Boutique Online and credit card billing month may differ. We will send the "Order Confirmation" email with the billed amount to you. Please contact your credit card company for details.

Others

35. I would like to cancel my order.
Please refer to "Handling of Cancellations, Returns, Exchanges, and Defective or Damaged products" in "Act on Specified Commercial Transactions" .
36. I received defective products.
We make every possible effort to control the quality of our products. But if it is the case, please refer to “Handling of Cancellations, Returns, Exchanges, and Defective or Damaged products” in "Act on Specified Commercial Transactions" .
37. Can you accept a request for the repair of my Grand Seiko?
Please order from the following Grand Seiko online repair reception site, or we also accept repair requests at each store, Grand Seiko Boutique Ginza and Grand Seiko Boutique Osaka Shinsaibashi.

Online repair reception
Grand Seiko Boutique Ginza
Grand Seiko Boutique Osaka Shinsaibashi
38. Can I check my order history?
The "Order History" feature is one of the benefits of Grand Seiko Boutique Online members.
If you have placed your order with your member login, your order information has been saved in "Order History" in "My Account".
If you have placed your order without your member login, or you are not a member, your orders have not been saved in "Order History".
39. Can you adjust the size of the metal band?
Grand Seiko Boutique Online offers free band size adjustments. Please choose your wrist size and fit type on your shopping bag page. (Please check here for how to measure your wrist size.) If you wish to change the size, please bring the product and warranty card to Grand Seiko Boutique Ginza or Grand Seiko Boutique Osaka Shinsaibashi, and we will accept it free of charge.
40. If I purchase at Grand Seiko Boutique Online, is it possible to join the GS9 Club?
Yes, you can join the GS9 Club. Please refer to the "GS9 Clubのご案内" which will be enclosed with the product. You can join the GS9 Club by registering as a member on the website. GS9 Club : (https://www.gs9club.jp/)
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