What kind of service is the rental service?

This service allows you to rent products before purchasing them. After renting, you can choose to purchase or return the product. If neither is selected, the rental period will be automatically extended. The rental service is operated by Free Standard Inc. on consignment.

Are the rental products new?

The rental products you receive will be either new or reused (products previously rented by others). We will deliver one or the other depending on stock availability at the time of order. Please note that you cannot specify whether you want a new or reused product when ordering. Reused products undergo official brand maintenance before being delivered to you, so please rest assured. Also, reused products can be purchased at a more affordable price than new products.

How do I place an order?

1: Click the "Try" (or "Rent") button and add the desired rental product to your cart.
2: Enter your customer information.
3: Enter your delivery address and payment information.
4: Click the "Confirm Order" button to complete your order.

Can I cancel my order?

Cancellations are accepted before the product is shipped. Please note that cancellations after shipping are not accepted, except for product defects. If you wish to cancel, please contact us via the inquiry form.

Can I purchase the product after renting?

It is possible to purchase the product after renting. Please proceed with the purchase via My Page (external site). The product you can purchase is the one you have on hand. Please note that exchanges for other products (exchanges for different sizes or colors, or for new products in the case of reused products) are not possible.

Where can I check my order details?

You can check your order details on My Page (external site) > Orders > View Details. You can also check them from the order confirmation email sent from "info@retailor.jp".

Can I choose between new and reused items?

You cannot choose between new or reused items. The product delivered will be determined by the stock availability at the time of order, so please understand that you cannot select it when ordering. After ordering, it is possible to confirm whether the delivered product is new or reused, so please contact us via the inquiry form if you wish to do so.

What payment methods are available?

Only credit card payments are accepted.

More than the rental amount was charged when I placed a rental order.

When using the rental service, a credit limit corresponding to the product price will be temporarily secured on your credit card. After confirmation of the return of the rental product, the credit limit will be automatically released in about one week. Please note that if you pay with a debit card, the amount corresponding to the product price will be debited. After confirmation of the return of the rental product, the debited amount will be automatically refunded.

How much will it cost if I purchase after renting?

The purchase amount can be confirmed on My Page (external site) after receiving the product.
※The purchase amount varies depending on the product's condition (new or reused).
※You can purchase the product for the price minus the rental fee.

Can I get a receipt?

If you would like a receipt, please contact us via the inquiry form.

＜Information to include in your inquiry＞
・Recipient Name:
・Description:

Can I use coupons or points?

As the rental service is operated by Free Standard Inc., coupons and points cannot be used. Please understand this.

Can I choose the rental period?

Some products allow you to choose the rental period, while others do not. For products that allow you to choose the rental period, you can select the period on the cart page.

Where can I check the rental period?

You can check it on My Page (external site) > Orders > View Details.

When does the rental period begin?

The rental period begins the day after the product arrives.

Example) For a "10-day" rental
April 1: Product arrival
April 2: Rental period begins
April 11: Rental period ends

How long does it take for an item to arrive after placing an order?

It depends on the item and your location, but delivery can take up to one week.

Can I specify a delivery date for my order?

Depending on the product's stock status, we may not be able to accommodate your request, but if you wish to specify a delivery date, please contact us via the inquiry form.
Please note that we can only accept delivery dates up to 10 days from the order date.

What should I do if I want to change the delivery address?

You can change the delivery address before the item is shipped. Please contact us via the inquiry form.

Is it okay to discard the packaging materials?

Please keep them for use when returning the item, so do not discard them.

How can I tell if an item I received is new or reused?

Please check the enclosed information with the product.

What happens if I soil or damage an item?

*In the case of damage due to negligence, repair fees may apply.
*Fees may also apply for accessories.
*If damage or malfunction is confirmed after return without prior notification, a fee up to 100% of the item's retail price may be incurred.
Please contact us via the inquiry form.

What happens if I lose an item?

*In addition to the already paid rental fees, a charge of up to 100% of the product's retail price will be incurred.
*Fees may also apply for accessories.
Please contact us via the inquiry form.

How do I return an item?

1: Pack the item in the delivery box it arrived in.
2: Attach the return shipping label that was included with the delivery to the box.
3: Request a pickup from Sagawa Express.
4: Click the "Proceed with return" button in your order history on My Page (external site) to proceed with the return process.
5: Hand over the item to Sagawa Express.
Please complete steps 1-5 by the rental period end date (return date).

Is it okay to return an item with a delivery company other than Sagawa Express?

We apologize, but if you ship with a carrier other than Sagawa Express, the shipping fee will be your responsibility. If you ship with a carrier other than Sagawa Express, please send it freight prepaid.

How do I request a pickup?

◆ To request online, click here
◆ To request by phone, click here

Are there any return shipping fees?

Shipping is free.

When do I need to return the item by?

Please hand over the item to Sagawa Express by 24:00 on the rental period end date (return date). The item does not need to arrive at the return destination on the rental period end date (return date).

I returned the item within the rental period, but I was charged an extension fee.

Please contact us via the inquiry form so we can investigate your order status.
If we confirm that the return was made within the deadline, we will process a refund.

I forgot to return an accessory.

Please contact us via the inquiry form and return it to the address below.
※Please note that you will be responsible for the shipping costs.

＜Return Address＞
Free Standard Co., Ltd. Rental Support Desk
1-2 Sakuragaoka-cho, Shibuya-ku, Tokyo
Shibuya Sakura Stage Central Building 14F, 150-0031

How do I purchase an item?

Please proceed from My Page (external site) > Orders > Proceed to Purchase.

How much does it cost to purchase an item after renting it?

The purchase price can be confirmed on My Page (external site) after receiving the item.
*The purchase price varies depending on the condition of the item (new or reused).
*You can purchase the item at a price with the rental fee deducted.

If the item I received is reused, can I exchange it for a new one when I purchase it?

It is not possible to exchange it for a new item. If you wish to purchase a new item, please order it separately from the site. In that case, please note that the rental fee will not be deducted.

Can I pay in installments?

When purchasing after rental, you can choose to pay in installments. (Please note that installment fees will apply.)
You can select the number of installments during the purchase procedure.

How do I extend the rental period?

No extension procedure is required. If the item is not purchased or returned by the rental period end date (return date), it will be automatically extended.

Please tell me the extension period and cost.

Even if there are multiple extension plans, the extension will be for the same period and at the same price as your original order, and plan changes are not possible. Thank you for your understanding.

I want to withdraw my membership. What should I do?

Please contact us via the inquiry form. Free Standard Co., Ltd. will process your withdrawal.

I inquired, but I haven't received a reply.

We apologize for the inconvenience regarding your inquiry. After confirming the content of your inquiry, a customer support representative will reply within 2 business days. If you do not receive a reply after 2 business days, it is possible that emails are not being received due to spam settings. Please set your email to receive emails from and inquire again. However, please note that if weekends or holidays intervene, it may take longer to reply.