Frequently asked questions

If the item is defective or if you received an item different from your order, we will accept returns and exchanges at our expense.
Please contact us within 7 days of receiving the item.

Please note that returns and exchanges will not be accepted in the following cases:

• Due to customer's personal reasons
• If no prior notification of return or exchange was made
• If 8 days or more have passed since the item was received
• If the item has been used, altered, processed, washed, or dry-cleaned
• If the item has been stained or scratched by the customer
• If the item has acquired an odor (from pets, tobacco, perfume, cosmetics, etc.) by the customer
• If the delivery note, product tag, price tag, label, or accessories have been damaged, soiled, or lost
• If the condition of the item upon return is significantly different from when it was delivered (including packaging, box, and accessories)

Free shipping within Japan (excluding Okinawa Prefecture - Okinawa Prefecture: 1,100 yen)
Indonesia, Singapore, Thailand, Malaysia, China, Hong Kong SAR, Taiwan, South Korea: 1,900 yen
UK, Australia, Canada, New Zealand: 3,900 yen

You can specify a delivery date and time only for deliveries within Japan on the cart page. You can choose from the following time slots:
Morning / 2 PM - 4 PM / 4 PM - 6 PM / 6 PM - 8 PM / 7 PM - 9 PM
*Please note that your preferred date and time may not be available for some remote islands and areas.

Standard items: Shipped within 3 business days after payment confirmation.
Pre-order items: Please refer to each product page.
*If you order lenses, they will be shipped within 7 business days after payment confirmation (within 14 business days after payment confirmation if the ordered glasses/sunglasses are rimless or semi-rimless type).
*If you order multiple items, they will be shipped together once all items are available.

All packages will be shipped via Sagawa Express.
Sagawa Express Package Tracking Service: https://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp

Yes, we can ship to the following countries:
UK, Indonesia, Australia, Canada, Singapore, Thailand, New Zealand, Malaysia, China, Hong Kong SAR, Taiwan, South Korea

Credit card (Visa, Mastercard, American Express, JCB, Diners Club, Discover)
Shop Pay, Apple Pay, Google Pay
Convenience store payment (FamilyMart, Lawson, Ministop, Daily Yamazaki, Seicomart)
WeChat Pay, PayPay, Rakuten Pay, Alipay, AlipayHK, au PAY
Bank transfer

Shop Name: KRANC OPTICAL
Address: 2-34-3 Taishido, Setagaya-ku, Tokyo 154-0004, Lien Taishido 102
Phone number: 070-1200-5992
*Reception hours: 13:00 - 20:00 (excluding holidays and shortened business hours)
Email address: shop@kranc-optical.com