For inquiries, please contact us at the following email address: 12lyearsyears@gmail.com .
Our customer support staff will respond within 3 business days (excluding weekends and holidays).
Q: I haven't received any confirmation emails, such as order confirmation emails.
A: If you do not receive a confirmation email, please check the following:
1. Have you set up your email to reject incoming emails?
2. Has it been sorted into your spam folder or trash?
3. Has your mailbox or server capacity exceeded its limit?
4. Are you experiencing delays in receiving emails due to communication conditions with your provider?
5.Is the email address you registered correct?
6. If you use email addresses such as @i.softbank.jp, @icloud.co.jp, @ezweb.ne.jp, @docomo, or any part of @gmail, emails sent from the server (such as automatic reply emails) may be treated as spam and may not be received by the customer.
If neither of these apply to you, please contact us.
Email: 12lyearsyears@gmail.com
[Customer support hours] 10:00-18:00 (excluding weekends and holidays)
Q: What payment methods do you accept?
A:①Credit card (Visa, MaterCard, JCB are accepted)
②PayPal ( PayPal now allows you to pay with your bank account in addition to credit cards and debit cards. Customers who don't use cards can also make payments safely and easily.)
③Convenience stores
④Bank transfer
For details, please see " Payment Methods ".
Q: Can I change or cancel my order?
A: You can change or cancel your order before it is shipped, but once it has been shipped, you cannot change or cancel it. Thank you for your understanding.
Q: I'm not sure about the size...
A: Please refer to the size guide on the product page. You can also contact us directly.
Q: I would like to confirm the details of my order.
A: We will send you an email with the order details within 30 minutes after your order is confirmed. Please check it.
Q: My order was automatically cancelled, why?
A: Twelve Light Years cannot validate the billing information you enter. If the billing address does not match the one on file with your card company or bank, your order will be automatically canceled. If your order is canceled, please contact your card issuer or bank to verify that your billing information is correct, and then place your order using the correct billing address.
Q: I would like to track my package.
A: Once your package has been shipped, we will email you the tracking number and the website where you can track it.
Q: My package hasn't arrived. It's been lost. What should I do?
A: If your package does not arrive or is lost, please rest assured that we will resend it or provide a full refund after we have inspected it.
Q: It's been a while since it was shipped, but I still haven't received it. When will it arrive?
A: After shipping, it usually takes about 3-5 business days (excluding holidays) for the item to arrive. However, this may vary depending on weather and traffic conditions, so please wait about a week after receiving the shipping completion notification. If you have not received your item within a week, please contact the shipping company or here.
For details, please check "Shipping and Delivery".
Other support
Returns, exchanges and cancellations>>
If you have any questions, please feel free to contact us.
Email: 12lyearsyears@gmail.com