Frequently asked Questions

VINTAGE QOO TOKYO Services

  • A. We have physical stores at VINTAGE QOO TOKYO Omotesando Store and VINTAGE QOO TOKYO Shinsaibashi Store. For details on item display status, business hours, and more, please check our shop list or contact our customer center.

  • A. No, you don't need an appointment to visit. However, during busy times, please note that there might be a wait to be assisted, and we may ask you to queue.

  • A. We apologize, but online orders cannot be picked up at our physical stores. All orders are delivered via shipping.

  • A. We apologize, but we do not offer buying services from customers at our store. However, our sister store, Tokyo Brand Produce by ALAMODE Orange Boutique Shibuya Store, does offer buying services if you'd like to use them.

  • A. We apologize, but all our vintage items are one-of-a-kind, so we do not offer reservations.

  • A. We generally cannot accept returns or exchanges due to customer convenience.
    However, if there is a clear defect with the item, we will address it if you contact us within 3 days of arrival. For more details, please refer to the "Returns & Exchanges" section in our shopping guide.

  • A. We apologize, but we do not accommodate individual discounts or price negotiations. However, if you register as a free member, you can access beneficial services such as presales and exclusive coupons.

  • A. We apologize, but we do not offer discounts for bulk purchases.

  • A. Yes, we offer tax-free services for both our online store and physical stores.
    For the online store, you can purchase items at tax-free prices for international shipping. Please note that depending on the destination country, separate customs duties or import taxes may apply. Please check your country's customs information for details.

    For purchases at physical stores, you can receive tax-free service by presenting one of the following:
    ・Your original passport in your name.
    ・A digital tax-free QR code obtained via "Visit Japan Web" provided by the Ministry of Economy, Trade and Industry (prior registration is required).
    ※Please note that the name on the payment method must match the name on the passport.
    ※Tax exemption is subject to certain conditions, such as purchase amount and length of stay. Please ask our staff when you visit for more details.

  • A. We apologize, but since all the items we carry are one-of-a-kind vintage items, we do not provide notifications for specific item restocks or individual arrivals.

Our Items

  • A. All items we carry are vintage. They are not new but unique pieces that have been cherished over many years.
    Each item has detailed information about its condition. If you have any questions, please feel free to inquire before purchasing.

  • A. All vintage items handled on this site have been authenticated by experienced professional buyers and certified as genuine.
    We take every possible measure to verify authenticity, so please purchase with confidence.
    In the unlikely event that a purchased item is determined not to be authentic, please provide official documentation sufficient to refute its authenticity, such as an appraisal report from a third-party organization, when contacting us.

  • A. Vintage items have often passed through various locations and hands over many years, so their original boxes and dust bags are frequently deteriorated or lost, and thus are not included with every item.
    Furthermore, our supply of available accessories is limited, and we generally do not provide additional accessories. We appreciate your understanding.

  • A. Since all items we carry are vintage, they may show some signs of use and changes or damage due to age.
    The condition of each item is described and photographed as accurately as possible in the detailed images and description. Please be sure to check them before ordering.
    If you have any concerns or questions, please feel free to contact us before purchasing. Our staff will be happy to assist you to ensure you can make your purchase with confidence.

  • A. Most items listed on this site can be physically viewed and tried on at the VINTAGE QOO TOKYO Omotesando Store (excluding some items).
    If you're interested in a particular item, please check its stock location and feel free to contact us. Please note that items cannot be transferred to the VINTAGE QOO TOKYO Shinsaibashi Store.

Order and Payment

  • A. Currently, payments are accepted only in Japanese Yen (JPY).
    If you use a credit card, the currency conversion will be handled by your card company at their prevailing exchange rate. Please check with your card company for details.

  • A. We apologize for the inconvenience. Please check the following possibilities:
    1. It might be in your spam folder: Emails may be automatically filtered into your spam or junk folder. Please check there first.
    2. Blocked by your email settings:
    To ensure you receive emails from us, please add our email address【vqt_cs@qoo-online.com】 to your approved sender list.
    3. Incorrect email address registered:
    If there's an error in the email address registered in your member information, we won't be able to deliver emails. Please verify your registered details. If you'd like us to resend it, please contact our customer service.

  • A. Yes, if you require a receipt, please request it in the remarks section when placing your order. At that time, please also provide the following information:

    ・Recipient Name (e.g., company name, individual name)
    ・Description (e.g., "Item Name" or category names like "Clothing," "Bag")

    ※If no recipient name is specified, the receipt will be issued in the name of the order placer.
    ※If no description is specified, the receipt will be issued with the item name.
    ※Please note that according to our company regulations, we cannot issue receipts with vague descriptions that do not specify the item content, such as "Merchandise" or "Gift."

    If you choose cash on delivery, the receipt issued by the shipping carrier will be the official receipt.
    Please understand that even if you include a request in the remarks section, we cannot issue a separate receipt from our store in this case.

  • A. At our store, all credit card information is transmitted securely using SSL encrypted communication.
    Additionally, to prevent unauthorized use by third parties, we have implemented 3D Secure (identity verification service). We take every measure to ensure robust security so you can use our service with peace of mind.

Shipping

  • A. Domestic shipping is free of charge for all deliveries. For international shipping, fees vary by region, and separate customs duties or import taxes may apply.
    For details on customs duties, please check with your nearest customs office.

  • A. Yes. For domestic shipping, we support Sagawa Express's time slot delivery service. Please select your preferred time slot when placing your order.
    However, please note that we may not be able to accommodate requests in some regions. Also, international shipping is not eligible for time slot delivery services.

  • A. We apologize, but for security reasons, we do not ship to forwarding companies or temporary residences like hotels. As a rule, deliveries are limited to your home address.

  • A. We prepare orders for shipment sequentially after order confirmation. Once shipping is complete, we will send you an email with a tracking number.
    Please note that the number of days until delivery varies depending on your region and the shipping situation.

  • A. We sincerely apologize for the inconvenience. Please check the shipping carrier name and tracking number provided in your shipping confirmation email and contact the shipping company directly regarding the delivery status.
    If the issue remains unresolved or you have any questions, please contact our customer service. We will respond promptly.

  • A. We apologize, but we currently do not offer gift wrapping services.

  • A. We do not offer consolidated shipping for multiple orders. Items will be shipped individually for each order, so we recommend placing all desired items in a single order if you wish them to be shipped together.

  • A. We apologize, but we do not accept requests for specific shipping carriers. For domestic shipping, we primarily use Sagawa Express.
    For international shipping, the carrier will be selected based on the region and circumstances.

  • A. Yes, we support international shipping. Shipping fees vary depending on the destination region, and separate customs duties or import taxes may apply.
    Shipping details will be displayed during the checkout process, so please confirm before placing your order.

  • A. The amount of customs duty varies according to the regulations of the destination country. We declare information to customs in accordance with the law and with accurate figures.
    We cannot declare a lower value than the actual price, so please understand this before placing your order.

  • A. The amount of customs duty varies depending on the regulations of the destination country. Our store declares to customs in accordance with the law and with accurate information.
    Please note that we cannot declare a price lower than the actual price.