Q&A

Standard product orders will be shipped within 2 business days.
Upon delivery, you will be notified by email (including the tracking number) regarding the shipment.

As it is not possible to add products to the system, we ask that you place a new order.

The deadline for payment is 5 business days after we send you the order confirmation email. (Saturdays, Sundays, and holidays are not counted.)
Please make your payment by the deadline.

If you would like to make any changes after placing your order, please contact us at [info@online-ten.com].
Once we send you the order confirmation email, we will begin preparing for shipment, so changes may not be possible. Please be sure to check the delivery address when placing your order.

There are many cases where emails are not delivered due to settings such as rejection of incoming emails to mobile phone email addresses (docomo/ezweb/softbank, etc.), so we recommend registering with a PC address.

[For those using a mobile phone address]
Please set up your email address [ info@online-ten.com ] to receive emails from us.
Also, our order deadline is noon, so if you place an order after noon, we will send you an order confirmation email on the next business day.
If you have not received an order confirmation email within three business days, please contact us at 092-409-0373.

Once an order has been placed, the coupon cannot be changed in the system.
Please note that the coupon will only be applied if you select the coupon yourself and confirm your order when placing your order.

Click the restock notification button on the product page to receive an email notification when the product is back in stock.
If an item is restocked, you can receive a notification here.
If you would like to know the current availability of the product, please contact us here .

You can choose from the following three types.
[Credit card] [Pay later (Paid)] [Bank transfer]
Please check this out for details.

If you change to paying by credit card, we cannot change your card information as it is personal information.
In that case, we will have to cancel your order and ask you to place it again, so please contact us.

In addition, changes cannot be made in the case of bank transfer or deferred payment (paid).
In that case, we will have to cancel your order and ask you to place it again, so please contact us.

If the item is returned to us due to an extended absence or an unknown address, you will be responsible for the administrative fee.
For home delivery, an additional fee of 2,000 yen will be charged. Once payment of the fee has been confirmed, we will proceed with shipping.
(※ Please note that even if you wish to cancel, you will be charged the same fee.)

For home delivery only, you can specify the date and time during the following time periods.
・Morning ・12:00 - 14:00 ・14:00 - 16:00 ・16:00 - 18:00 ・18:00 - 20:00 ・19:00 - 21:00When ordering, a selection box will appear on the right side of the shopping cart page, so please make a selection.

If the product you receive is defective, we will accept returns or exchanges if you contact us at info@online-ten.com within 7 days of receiving the product.
If we have stock we will exchange it, if not we will return it.
Please send us a picture of the defective part. We will respond to your inquiry in order of receipt.
In the case of a return, we will cover the shipping costs for the return.
In the case of an exchange, we will cover the round-trip shipping costs.

We will not accept any returns for reasons of customer convenience after purchase.

Please contact us via the inquiry form or at [info@online-ten.com] within 7 days of receiving the product.
Regarding size exchanges, if the size is available in our store, we will exchange the item if it is unused and the box and other accessories have not been discarded.

If a size is not available, we will alter it to meet your needs.

For alterations, please contact us using the inquiry form or at [info@online-ten.com].
*We do not accept returns or exchanges for orders outside of Japan.

We also accept various repairs at any time, such as ordering a ring size ±3 size, replacing broken earring posts, replacing necklace clasps, polishing, removing scratches, and re-applying gold coating.
We will first provide you with a quote, so please feel free to contact us in store or at info@online-ten.com .
*We may not be able to respond depending on the product and condition.

The material currently used for sale at TEN. is silver 925.
By using a silver cloth or cleaner to care for your silver, you can remove oxidation and blackening caused by sweat and sebum, and extend the life of your silver.
In addition, the ingredients other than silver that we use do not contain nickel, which is known to cause allergic reactions in many customers.
This material can also be used by people with nickel allergies.

The 18KGP items currently on sale at TEN. are made of silver 925 material with an 18K gold coating.

TEN. also offers the O Line, a K18 series that uses 18-karat gold made in Japan.
Like SILVER925, this product was created with the desire to be loved for a long time, focusing on high-quality materials.

We also sell maintenance products to help you enjoy your product for a long time.
Please see here for care instructions.

Regarding packaging, SILVER925 and 18KGP items will be delivered in a drawstring bag and box.
The K18 series will be delivered in a wooden box wrapped on top of the box.
*Due to the design of the box, gift wrapping is not available for the K18 series.
*The design of the pouch and box may change without notice.

Gift wrapping is available for 330 yen (tax included) per box.
The item will be wrapped in a box with a sleeve and string, and shipped with a shopper included.
Please rest assured that no delivery note or itemized list showing the price of the item will be included.
Please see here for the detail.

Please see here for handling precautions.

Points are valid for 365 days/one year from the date the points are awarded (shipped).
*Points expire for each order.
Limited-time points, such as birthday points, will expire on the expiration date specified at the time of issue.

You can check the point expiration date on your My Page.

Ranks above VIP will be announced to eligible customers in due course.
You can find out more about our membership tiers here .
You can check your membership rank from My Page.

We have stores in Isetan Shinjuku, Nagoya Takashimaya Gate Tower Mall, and LUCUA Osaka.
Please check this out for details.

[TEN.Customer]
TEL:092-409-0373
Email: info@online-ten.com
Weekdays: 10:30 - 17:30 Lunch break: 12:00 - 13:00
(Excluding weekends, national holidays, and the New Year holidays)
We accept inquiries via email 24 hours a day.