User Guide

Even if you forget the email address you used to register, we cannot disclose your email address to protect your personal information.
We apologize for the inconvenience, but please register your account again.
*You cannot register using an email address that has already been registered.

If you wish to cancel your membership, please let us know by filling out the contact form .
Once you have completed the cancellation procedure, all of your registered personal information will be destroyed.

1. The email address used to register your account is incorrect

The email address you registered when you registered your account cannot be changed or modified in the system.
Please create a new account with a valid email address.

2. Domain-specific reception or rejection settings

If you have set up domain-specific reception or rejection of emails from domains other than the specified ones, you may not receive emails from us. Our emails are sent from the "@raywood.jp" domain, so please allow reception from this domain.

3. It has been sorted into the "Junk" or "Spam" folder

Depending on the settings of your security software or email service, emails from our company may be automatically sorted into the "junk mail" or "spam mail" folder. Please check these folders.

If you still don't receive the email

If none of the above applies and you have not received an email from us (including automated emails), your order may not have been received correctly. We will check the status of your order, so please contact us using the inquiry form.

Cancellation due to customer's convenience (before the product is shipped)

Please note that cancellations cannot be made after 12:00.

Changing the contents of your order after it has been confirmed (e.g. canceling some items, changing the color, applying coupons, etc.)

Once your order has been confirmed, it cannot be changed. Please check the details carefully before placing your order.

Returns and exchanges due to customer's convenience (after delivery of the product)

We cannot accept returns for reasons of customer convenience.
However, you may be able to return the item if it is unopened and returned within 7 days of delivery.
Shipping costs will be borne by the customer. For more information, please contact us using the inquiry form.

Refunds and exchanges due to product defects (after delivery of the product)

When you receive the product, please be sure to check that your order is correct and that the product is not defective.
If you have any questions or problems, please check our FAQ first, it may solve your problem.
If you find any defects, please contact us via our inquiry form within 7 days of receiving the product. If a defect is found, we will provide a refund, exchange, or replacement. We will cover the shipping costs for returns.
Please note that even if you request an exchange, we may offer a refund if the product is out of stock.

When placing your order, please select your preferred payment method from the following options: credit card, Shop Pay, Apple Pay, Google Pay, Amazon Pay, Rakuten Pay, PayPay (smartphone payment), atone next month payment (convenience store/direct debit).
*Payment method cannot be changed after order has been confirmed.

We accept VISA, MasterCard, JCB and AMEX.

Payment methods vary depending on the card company, so please contact your card company for details.

• Installment fees vary depending on the card issuer, so please check with your card issuer.
• Once we receive approval from the card issuer, we will arrange for the product to be shipped.
• This site protects your personal information with "SSL encrypted communication." Credit card information is encrypted before being transmitted.
• If an error occurs during card payment, please contact your card issuer directly for detailed reasons. If an error occurs, please use a different card or choose a different payment method.

You can make payments using the smartphone payment service PayPay using the PayPay app.
The only payment method available is PayPay balance payment.
*PayPay balance will be paid out first, starting with the type with the shortest expiration date.

atone is a payment system that anyone can use immediately. You can pay for this month's usage in one lump sum at a convenience store or by direct debit the following month.

For more information, please visit the official atone website .

■Payment method
The payment number will be emailed to you at the beginning of the month following your purchase. Please make your payment by the 10th of the following month using a convenience store terminal such as Loppi or a bank ATM (Pay-easy).
You can choose from the following four payment methods. Please complete the procedure by the end of the month via the smartphone app or your online account page.

(1) Convenience store terminal/bank ATM (Pay-easy) *Standard setting
(2) Electronic barcode (convenience store)
(3) Postcard invoice (convenience store)
(4) Direct debit
*Convenience store terminals/bank ATMs (Pay-easy) cannot be used to make payments at 7-Eleven.
*Electronic barcode and postcard invoices can also be paid at 7-Eleven.

■Notes
・There is no charge for payment.
・A billing fee of 209 yen (tax included) will be charged only in the month of use. (Free if you use direct debit)
・The payment due date varies depending on the payment method.
- Fees will be charged in the manner specified by Net Protections Inc. in accordance with their membership terms and conditions .

Once your order is complete, you can pay at a convenience store or bank ATM for safe and easy "pay later."
All you need is a mobile phone number and email address.
The deferred payment fee is 209 yen (tax included).

■Payment process ・The day after your order is confirmed, you will receive an email and an SMS with the payment number you need. Please make the payment at a convenience store or bank ATM (Pay-easy) within 10 days.

■Note: Payment will be made via the specified method in accordance with Net Protections Inc.'s terms of use .
・For details, please see the official website .

Regarding the issuance of receipts after placing an order, customers can now download the receipt themselves from the URL provided in the "Shipping Information" email that is sent to you when the product is shipped.
For instructions on how to use the service, please check your shipping completion email and access the link provided.
A PDF file will be downloaded, so please print it out and use it as needed.

【please note】
*If you pay by cash on delivery, deferred payment, or in full with points, you will not be able to download a receipt (you can only download the delivery note).
*The addressee and notes can be changed.
*You can download it up to three times. Please note that you will not be able to reissue it after that.

RAYWOOD offers a warranty on products purchased from us. Products covered by the warranty come with a warranty card, so please check it.

When you receive the product, please first check that all functions are working properly. If any defects are found during the operation check, we will take measures such as providing parts as a defective product.

Please note that any problems that occur after that point in time will not be considered as initial defects.

Regarding issues other than initial defects and support after the warranty period has expired, we will respond appropriately depending on the content, so please contact us using the inquiry form .

For warranty information, please check the instructions included with the product.
For any other products that do not come with a warranty, please contact us using the inquiry form .

What is not covered by the warranty?

・In order to confirm the location of any damage, we may ask you to take a picture of the damaged area with a digital camera or similar and send it to us by email with the picture attached.
・If the replacement item is out of stock, it will be replaced after it arrives. In addition, for discontinued or out-of-production items, we may offer a refund.
- Product design, etc. may be changed without notice.
Depending on the situation, you may be required to cover various expenses.
・The warranty is valid only in Japan.
・If you have any questions, please contact us using the inquiry form .

Business days: Monday to Friday 8:30-16:00

Closed on Saturdays, Sundays and public holidays

We accept orders via our website 365 days a year.

Information regarding year-end and New Year holidays and summer holidays will be posted on "NEWS" .

Orders and inquiries received on holidays will be handled on the next business day or later.

*We do not accept inquiries over the phone.

Are you using any security software?
If you are using security software, email filtering software, etc., please check to see if the email we sent you has been sorted into your spam folder.

Also, if you are using email from a mobile phone, please check that your settings are not set to reject emails from that domain.
All emails from our company will be sent from the @raywood.jp domain. If you have set up domain rejection, you may not receive emails from us. If you do not receive emails from us, please check your domain rejection settings and spam folder.

Isn't it our company's holiday (Saturday, Sunday, or public holiday)?
Regarding inquiries and orders received on our company's holidays, we will respond to them on the next business day or later.
If we are scheduled to be unable to respond to customers due to long holidays (year-end and New Year holidays, employee training, etc.), we will announce such dates in the "NEWS" section. Also, if we receive a large number of inquiries or if we need to contact the factory, it may take some time for us to respond. We apologize for any inconvenience this may cause, but please understand in advance.

If you have checked the above and none of the above applies, and you have not received a reply from us within 3 business days, it is possible that your inquiry email has not reached us.
We apologize for the inconvenience, but please contact us again using the inquiry form .