Q＆A

order

Can I change my order?

We can only accommodate this request before shipping arrangements have been made.
You will need to cancel your current order and place a new order for the desired items.
Please contact us by email or phone.
Email: sulci@sulci.co.jp
Phone: 03-3494-0073

I entered the wrong information when placing my order. What should I do?

Please contact us by email or phone.
Email: sulci@sulci.co.jp
Phone: 03-3494-0073

Is cancellation possible?

We can accommodate requests only before shipping arrangements are made.
Please contact us promptly by email or phone.
Email: sulci@sulci.co.jp Phone: 03-3494-0073

Payment

Please tell me the payment method.

You may choose from credit card payment, cash on delivery (Sagawa Express Collect), carrier billing, Komoju (convenience store payment), Paidy (post-payment), or bank transfer.
※A fee per order applies based on the cash on delivery amount.
If you choose cash on delivery as your payment method, a COD handling fee will apply.
For orders under ¥10,000 total, the fee is ¥330 (tax included). For orders between ¥10,000 and ¥30,000, the fee is ¥440 (tax included). For orders ¥30,000 or more, the fee is ¥660 (tax included).
Bank transfer fees are the responsibility of the customer.

Delivery

How much is the shipping fee?

Free shipping applies when your total purchase amount (tax included) is ¥11,000 or more.
For orders under ¥11,000:
・Domestic shipping (excluding Okinawa Prefecture): ¥330 (tax included)
・Domestic shipping (Okinawa Prefecture): ¥1,320 (tax included)

When will the product arrive?

Orders are typically shipped within 2 to 4 business days (excluding weekends and holidays) after receipt.

Can I specify the delivery date and time?

Either option is possible. Please specify your desired delivery date and time in the remarks section of the order form.

Returns and Exchanges

Can I return or exchange this item?

Returns for ordered items can be made within 7 days of delivery.
For defective items, we will exchange them for the same product only if it is in stock.
If the item is out of stock, we will issue a refund.
Please see this page for details.

Other

Please tell me about the characteristics of raffia and tips for caring for it.

Please see the column “About Raffia.”

There are so many types of wicker bags, it’s hard to decide. How should I choose?

Please see the column “How to Choose a Basket Bag.”

Can you repair bags?

バッグの修理を承っております。詳細はこちらをご覧ください。

Where can I buy Surci products besides the online store?

We are holding pop-up stores at department stores nationwide on an ongoing basis.
Please check here for the schedule.