FAQ
Q: What is an account?
"Account" is a page where you can check and change the member information you registered with the ONLINE STORE, check your order information, etc.
*You must log in before you can check or change any of the items.
Q: How long does it take from ordering to shipping?
Regular products: Approximately 10-15 days from the order date
Pre-order items: Approximately 30 days from the order date
*The expected delivery date may be earlier or later than expected due to production reasons.
If you have not received your item within 4 business days, please contact customer support.
* Based on business days (excluding Saturdays, Sundays and public holidays)
*Order date = payment confirmation date (not order date)
*We are currently experiencing many cases of delivery delays due to being unable to confirm phone numbers, etc.
When placing an order, please double check that your name, phone number, and address are correct.
*We have received many inquiries from customers who are unable to receive order confirmation emails from us. Please check your spam folder as it may have ended up in the spam folder.
Q: What payment methods are available?
Credit card payment
· Carrier payment (Docomo payment, Softbank lump sum payment, au payment)
· Smartphone payments (PayPay, LINE Pay)
Deferred payment
Amazon Pay
· Rakuten Pay
· PayPal payment
is now available for use.
*To customers who choose deferred payment
An invoice will be sent by mail 7-10 days after the product arrives, so please check your order details and make payment within the deadline.
Please note that there may be cases where you are not approved for credit screening. Please note that we have no knowledge of the details of the screening process.
For more details, please click on Kuroneko Payment After Delivery Service.
Q: Can I cancel my order after it has been placed?
Please note that we cannot cancel your order after it has been completed.
When making a purchase, please make sure you have read and agreed to the refund policy before placing your order.
* Due to the circumstances of our production partners, we may run out of stock and be unable to confirm your order. If the item is out of stock, we will cancel your order.
Q: Can I change the color or size of the product after placing my order?
Please contact LA POMME customer support within 24 hours of completing your order, and we will accept your order if the desired color and size are in stock.
Please note that products cannot be changed.
LA POMME Customer Support: help@lapommeofficial.com
Customer support hours: (Mon) to (Fri) 10:00~17:00
You can also contact us via the email address above or through our contact form.
Please note that it may take up to two business days for us to respond.
*If you contact us after placing an order, please state your order number to ensure a smooth response.
Q: Can I return or exchange items after they have been shipped?
Please note that we do not accept returns of products for reasons of customer convenience.
If you wish to exchange the product for your own reasons, we will accept it if you contact LA POMME customer support within 3 days of receiving the product. In that case, the shipping fee will be borne by the customer.
*Exchanges due to customer convenience are limited to one time only.
*Please note that we cannot accept your request if the replacement item is not in stock.
Please note that we cannot accept returns or exchanges for the following products:
① Products that have been damaged or soiled due to customer's fault. ② Products that have been received more than 3 days ago. ③ Products that have been used even once, washed, or altered. ④ Products for which it has been stated at the time of sale that they cannot be returned or exchanged. ⑤ Products with missing accessories or parts. ⑥ Products with the delivery note, product tag, or label detached or lost. ⑦ Sale products.
・We cannot accept returns due to fraying.
Please note that slight fraying may occur during the production process.
Please note that due to differences in fabric characteristics and measurement methods, there may be a difference of about 3-5 cm between the actual measurements and the measurements listed on the website.
If you return the product without contacting us , or if the product is different from what was received, we will not be able to respond to your request. If you wish to exchange or return a product, please be sure to contact our customer support. We will provide you with further details at a later date.
Q: I received a defective item, what should I do?
If the product you receive is defective or has been delivered incorrectly, we apologize for the inconvenience, but please contact LA POMME customer support within 5 days of receiving the product. We will exchange the product.
*If we are unable to provide a replacement product, we will accept a return.
Q: Can I provide gift wrapping?
We apologize for the inconvenience, but due to our logistics system, we are currently unable to provide gift wrapping services. We hope you will be patient as we work to improve our system so that we can respond to your requests.
Q: Can separate orders be combined into one?
Please note that we cannot combine separate orders for delivery.
Q What is the difference between LA POMME jours and LAPOMME petit?
Each store has a different concept and offers items with different tastes.
LA POMME days:
"I want to walk around Paris as a slightly more modern me."
Our modern style is inspired by women who value their individuality and enjoy fashion. We stock feminine, stylish items.
LA POMME petit:
"There's a thrill I've known since I was a little girl. A special French girly style."
With a French girly feel and a playful design, we offer items that will add a splash of color to your everyday life.
Q: Are you planning to post pictures of the product being worn?
We are currently considering publishing images of people wearing the item. We cannot currently answer when this will be possible, but we plan to publish them in the future.
