Q&A

About After-sales service & Repair

  • About After-sales service & Repair
  • About our items
  • How to care
  • About accessories you purchased at our online store
  • Other
  • About A&S membership program

About After-sales service
& Repair

You can check how to request repairs in Japan and the Q&A.
When requesting repair at an overseas agete store, please contact the staff of the store.

  • Q Where can I request repairs for jewelry I purchased at agete?

    A agete stores are accepted for repair consultation.
    * We accept to repair our products at any agete store.* We accept to repair goods that you purchased at online shop as well.* We do not accept repairs at duty free agete shops in airports.
    Please note that repairs may not be available depending on the condition of the item or the item being damaged.
    If you have a "Sales Certificate" that you handed at the time of purchase, be sure to bring it with the product. In overseas agete stores, please bring your "sales certificate", otherwise we may not be able to accept you application.

  • Q What is the cost and duration of the repair?

    A The cost and period of the repair will be provided after we look at your item condition.
    If you have a "Sales Certificate" that you handed at the time of purchase, please be sure to bring it with the product. In overseas agete stores, please bring your "sales certificate", otherwise we may not be able to accept you application.
    If apply it in Japan, as a reference, normally takes about 1 month to 1.5 months for repairing your item, however, it depends on the repair contents and the parts required for repair.
    * Please note that the period of the repairing your jewelry may take longer depending on the time of reception (Japanese Golden Week in May, New Year's holiday, etc.) and depend on the goods you repair.

  • Q There is no store nearby, can I request repairs by delivery?

    A Repairs by delivery are available by tollfree call.
    When you request the repair by delivery, please contact to A&S agete Customer consultation room repair department.
    Tollfree: 0800-300-3314 (Weekday from 10:00 to 17:00 Japan time)
    * Please note that customers are responsible for one-way shipping costs.* Please note that we are not responsible for any accidents or loss during delivery.* We only accept shipments to Japan. We do not accept shipments to overseas.

  • Q Do you resize the ring I purchased at agete?

    A At the time of purchase, the ring with a check mark in the resizable column of the "Sales Certificate" or the ring with the "Ring Size Correction Service Card" is available to resize free of charge. (*first time within the stated range ring size only)
    If you wish to resize, please bring one of the documents mentioned above and the ring to the agete store.
    * If you lose your "Ring size repair service card" or "Sales certificate", or after the second time resize, payment is required.* Repairing your jewelry except resizing your ring may be charged.* If apply it in Japan, normally, resizing your ring takes about one month.
    Please note that the period of the repairing your jewelry may take longer depending on the time of reception (Japanese Golden Week in May, New Year's holiday, etc.) and depend on the goods you repair.

  • Q Can I just ask for cleaning?

    A Ultrasonic cleaning and simple cleaning such as cloth polishing are available free of charge at stores.
    Payment is required when your jewelry need refinishing with rework.
    Depending on the condition of the item, the material, the design, etc., the content of cleaning and the period is different.
    Please contact to our shop staff for more detail.

  • Q Can I request repairs from overseas?

    A Overseas delivery is not available, however, if you are able to come pick up the jewelry you repaired or if we can send the item to somewhere in Japan, we do accept to repair.
    If you wish, please contact us via [ Contact Form ].

  • Q Right after I purchased a agete watch, my battery ran out. Can I request to replace the battery?

    A The battery at the time of purchase is a monitor battery. If the battery runs out within one year after purchase, we will replace it free of charge.
    If you wish to replace your battery, please bring the watch warranty card and the “sales certificate” that you have given at the time of purchase with the product.
    * Payment may require by repairing your watch rather than replacing your battery.

  • Q I lost pierced earrings backs. Can I purchase earrings backs?

    A All of our agete shops sell pierced earring backs.
    Before you purchase pierced earrings backs, we make sure it fits your earring perfectly, so please bring your pierced earrings with you to agete stores.
    Pierced earrings backs' price are different depending on the materials. Please ask the shop staff for details.
    Please note that if the pierced earrings backs we have don’t fit your pierced earrings, we will repair the earring.

  • Q I lost one of the matching earring. Can I purchase one side earring?

    A If the earring can be made, following choices are available.

    [Special order for one side pierced earring/ earring]
    If the earring can be made, we accept special order for half price of the matching earrings price.
    If apply it in Japan, it takes about 1.5 months to 2 months for the order.
    Please note that some of the earrings may not be made.
    Please ask shop staff for detail.
    When we accept special order, we need your other side earring to match your piece.
    If you are wish to order, please bring your earring and contact to our shop staff.
    If you have “Sales Certificate”, please bring it with you.

    If you wish but not able to come to our shop, please contact to our customer consultation office and send us your earrings.
    Please contact to our tollfree call below.
    A&S Inc. agete Customer Consultation Office Repair department.
    Tollfree: 0800-300-3314 (Weekday 10:00 to 17:00 Japan time)
    * Customers are responsible for one-way shipping costs.* Please note that we are not responsible for any accidents or loss during delivery.* We only accept shipments in Japan. We do not accept shipments overseas.

About our items

Here are common inquiries for each item. Please check as following for overall item's info and size etc.

  • Q How do I check the inventory I would like to purchase?

    A Inventory may fluctuate, so please contact to our shop before you visit us. Store information can be check from [ Shop ].

  • Q Do you still sell products you sold before?

    A Normally, we renew lineup seasonally. If we do not have the inventory at the store, it may be sold out or temporarily out of stock. Please contact to the store for the resale information.

  • Q How many ring sizes are there?

    A The ring sizes are depend on the design. Please do not hesitate to ask for shop staff.

How to care

Here are the answers how to enjoy your accessories for long and continues use.

  • Q About maintenance

    A 1. Please do not use in hot or humid places or in extremely cold areas, as this may cause burns and frostbite.

    2. Please be careful when you do heavy exercise or heavy work or taking care of your children , it may cause unexpected bodily harm.

    3. Depending on your constitution, you may feel abnormalities on the skin or develop symptoms such as rash. In that case, please stop using it immediately and consult a dermatologist.

    4. Accessories may rub against clothes during use, causing the metal on the surface to wear and causing the clothes to become partially black. In addition, please be careful of colored products as they may fall off due to chemicals, rain, water, sweat, moisture, etc.

    5. Accessories can cause scratches, discoloration, and stone removal due to friction. Please be careful when you use.

    6. Leaving it wet with sweat will cause discoloration, rust, peeling of plating, and corrosion. After use, wipe it off with a soft cloth and use or store it.

    7. Please remove your accessories when take a bath, as it may discolor in hot springs.

    8. Please consult the store staff for information on cleaning accessories.

    9. For more information, including the characteristics of the material and how to use the slide ball chain / silicon pierced erring backs, please see [ Accessories maintenance ] .

About accessories you purchased
at our online store

Here are Q&A for the accessories you purchased at online store.

  • Q The warranty on the watch does not include the name of the store or the date of purchase. Is it valid as a warranty?

    A Since it is not possible to fill in the form at the time of shipping, if you purchase it at the online store, it is valid as a warranty even if it is not stated.
    When we do such as battery replacement, we will ask you for the purchase time,
    Please present the "delivery note" or "purchase statement" that will be the proof of the seller and date of purchase.

  • Q Can I return or exchange the accessories I purchased at A&S online store or other online store at the agete shop?

    A We do not accept return or exchange at agete shop if you purchased online.

    Please contact to the online store you purchased.

    > A&S Online Store

    > ZOZOTOWN

    > amazon

    > OIOI Web Channel

  • Q How do I request for resize my ring I purchased at online store?

    A If you wish to resize your ring, please check the “Ring Size Resetting Service Card” enclosed with the product, or the “Sale Certificate” checked in the resizing enabled column, and the “Delivery note” as proof of the seller and purchase date. Please bring your "book" or "purchase statement" with the ring to the agete store.
    Rings that do not include a “Ring size resizing service card” or rings that are marked as unscalable in the “Sales Certificate” cannot be resized.
    If applying in Japan, normally, it takes about one month to resize your ring.
    * Please note that the period of the repairing your jewelry may take longer depending on the time of reception (Japanese Golden Week in May, New Year's holiday, etc.) and depend on the goods you repair.
    If you lose your "Ring size repair service card" or "Sales certificate", or after the second time resize, payment is required.
    * Repairing your jewelry except resizing your ring may be charged.

Other

Here are general agete service Q&A's

  • Q I lost my sales certificate. Can I request to reissue it?

    A We do not reissue sales certificate if you lose it.
    We require you to bring it with you when requesting repairs, so please keep it with the goods.

  • Q Can I purchase agete accessories on the internet site?

    A When purchasing our products, we recommend purchasing through the following official mail order site, regular online shopping site, and our stores.

    [Official online store}
    A&S ONLINE STORE : http://store.aands-inc.co.jp/

    [Official online shopping site]
    ZOZOTOWN: http://zozo.jp/shop/agete/
    OIOI Web Channel: https://search-voi.0101.co.jp/voi/shop/agete/
    amazon.co.jp: http://www.amazon.co.jp/b/ref=surl_agt?node=2440687051

    Please be noted that a number of online shopping sites that sell our products by stealing our brand logo or product photos without permission have been confirmed, and there have been reports of cases where the products did not arrive even after the product price was remitted.
    When purchasing our products, we strongly recommend that you purchase them at the official online shopping site, regular online shopping site, or our stores so that you do not suffer from such damage.

  • Q Can I order from overseas?

    A We do not accept orders from overseas.
    We do not accept deliver the products to overseas as well.

About A&S
membership program

  • Q Do I need a registration or annual fee?

    A Registration and annual fees are free.

  • Q How do I check my password?

    A You cannot confirm your password.
    Please log in to the member-only website and open the password reissue page. Enter your registered e-mail address and click the send button. You will receive a reply e-mail. Please re-issue the password according to the contents of the e-mail.

  • Q How do I check my registered email address?

    A If you have forgotten your registered email address, please contact us below.
    A&S Co., Customer consultation room
    Tollfree: 0800-500-5000 (Weekday from 10:00 to 17:00 Japan time)

  • Q Can I use non smartphone to use your membership service?

    A You can use non smartphone as well.

  • Q Is it possible to change my registered information such as my email address?

    A It is possible to change your information.
    Please log in to our web site and click “change your information”.
    Each information can be changed and update from this page.

  • Q What happens if I do not register completely?

    A If you do not register completely, you will not be able to use the accumulated points as a special treatment. Also, since points may be lost, please complete the formal registration within 3 months from the temporary registration.

  • Q I haven't received the reply e-mail for the blank e-mail I made in this registration.

    A A spam filter may have been set on your computer or mobile phone.
    Please confirm the setting method of each email service company you are using and send a blank e-mail to join@aands-members.com again.

    The following is a page on the spam filter settings of mobile phone companies.
    ▼ docomo
    https://www.nttdocomo.co.jp/info/spam_mail/domain/index.html

    ▼ au
    http://www.au.kddi.com/support/mobile/trouble/forestalling/mail/anti-spam/fillter/function-11/

    ▼ au (smartphone)
    http://www.au.kddi.com/iphone/iphone5s-5c/support/guide/2/

    ▼ softbank
    http://www.softbank.jp/mobile/support/antispam/

  • Q I have been unsubscribed, can I re-register?

    A You can register again at the store or from the member-only website.
    Previous registration information and points will not be carried over.

  • Q I want to unsubscribe, please tell me the procedure.

    A You can log in to My Page on the member-only website and proceed with the procedure from "Unsubscribe" at the bottom of the page. If you cancel, your accumulated points will expire and you will not be able to use them.

  • Q Do I need a card to use points?

    A If you have forgotten your card, you can use it by logging in to the member-only website from your mobile phone or smartphone and presenting the barcode.

  • Q Are there any stores where points cannot be used?

    A The following stores are not eligible for points use.

    [Stores not eligible for the point program]
    agete Umeda Hankyu, agete Umeda Hanshin, agete Nishinomiya Hankyu, agete Hakata Hankyu, agete Gotemba Premium Outlet Mall, agete Nagashima Jazz Dream, Tokyo International airport international terminal 3rd floor Duty Free area/ North wing “FASHION BOUTIQUE”, agete all stores in overseas and BELLESIORA Umeda Hankyu.
    * agete Gotemba Premium Outlet Mall, Nagashima Jazz Dream, Okinawa Outlet Mall and Ashibina store only accept using points.
    [EC site]
    A&S Inc. ONLINE STORE, ZOZOTOWN, OIOI Web Channel and Amazon

  • Q Are there any items that do not earn points?

    A The following products and stores are not eligible for points.
    ・ Sale products, preferential products (payment discounts only for a certain period)
    ・ Outlet stores and stores other than stores eligible for membership services
    ・ Repair fee, repair fee, cash on delivery fee (other than product price)
    ・ Payment with accumulated points * Points will be awarded for the price less the points used.

  • Q If I use points, will points be awarded for that amount?

    A Points are awarded based on the price after deducting the point usage.

  • Q Do points expire?

    A Points are valid for one year from the last purchase date when the points are awarded.
    However, points granted for special events, etc. may have expiration dates set according to the event.

  • Q Can I use it on Internet shopping sites such as the A&S Online Store?

    A It cannot be used on Internet shopping sites such as the A&S Online Store. It can be used only at the target stores.

  • Q Can I use points for repairs?

    A Points other than the product fee such as repair fee, and cash on delivery fee cannot be used for points.

  • Q I want agete to stop sending mails. Is it possible?

    A You can change your email delivery settings yourself.
    Click "Registration Information" on the My Page of the member-only website, check "I don't want" in the email DM column, confirm the registration details, and press the Update button.
    However, you will be notified of emails other than service and privilege information such as changes to membership agreements.