There are several reasons why you may not have received the email:

There may be a mistake in your email address or you may have changed your email address.
Your email domain settings or receiving settings on your mobile phone may be set to filter emails.
The email may have been sorted into your junk or spam folder.
Due to email server errors, the email may not have been delivered.
If you have not received the email, especially after "3 business days" of making an inquiry or purchasing a product, please contact our customer support:

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Customer Support
E-MAIL: store@thetopland.co.jp
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If items are not being added to the cart, we apologize for the inconvenience. Please try closing your browser and accessing the page again.

You can check your purchase history from the [Order History] section of My Page.

We accept changes or cancellations of orders only on the day of the order placement. If you wish to make changes or cancel your order, please contact the customer support below.

Please note:
Changes or cancellations cannot be made if you contact us after the day following your order date. Please accept the delivery of the product once and use "Returns" if necessary.

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Customer Support
E-MAIL: store@thetopland.co.jp
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*For requests for "changes or cancellations" via email, we will proceed with the cancellation procedure after confirming your identity, so please provide the following information:

- Your name
- Order number
- Address
- Phone number
- Ordered item(s)
- Reason for return

If the billing address differs from the shipping address, we do not include an invoice in the shipment. Otherwise, please uncheck the invoice option during the ordering process.

We regret to inform you that we do not accept orders over the phone.

The shipping fee is $15. However, if you make a combined purchase totaling $100 or more, shipping will be free.

We will ship your order within 5 business days from the day after the order date.

*Delivery times may vary depending on the region.
*During busy periods or due to transportation issues, it may take longer than usual to receive your order (more than 1 week).

After shipment, we will send you a 'Shipment Notification' email that includes the tracking number and a URL where you can check the delivery status. Please confirm from there.

Please use the 'tracking number' provided in the shipment notification email to check the delivery status.

We accept credit cards (VISA, MASTER, AMEX) only.

When changing the registered delivery address, please go to 'Confirm Your Registered Information' in My Page and update the delivery address.

You can unsubscribe by clicking the 'Unsubscribe' button in the email newsletter.

If you wish to delete your account, please contact our Customer Support below:

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Customer Support
E-MAIL: store@thetopland.co.jp
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*For security purposes, we will proceed with the process after confirming your identity. Please provide the following information:

- Request for account deletion
- Your full name
- Phone number

If you are unable to log in, it could be due to the following reasons. Please double-check your input information.

[Incorrect email address or password]
Please ensure there are no mistakes in the capitalization of letters or numbers. If you have forgotten your password, you can reset it by entering the email address you registered with in the 'Forgot your password?' link on the login screen.

[Incomplete registration]
If you still cannot log in after using the 'Forgot your password?' link, your registration might not have been completed properly. Please kindly register as a new member again.

Please enter the email address you registered with in the 'Forgot your password?' link on the login screen to reset your password.

We have detailed information on each product page. Please select the product you would like to know more about from this page and check the 'FAQ' at the bottom of each page.

Please select the product you are interested in from here and check the 'INGREDIENTS' section at the bottom of each page.

The research and development department in Italy collaborates with a team in Japan, combining the knowledge accumulated by a long-standing pharmaceutical company and the technology from Japan to develop products.

Made in Italy:
Hand Soap, Body Soap, Baby Shampoo, Conditioner, Baby Oil

Made in Japan:
Baby Lotion, Baby Milk Lotion, Non-Chemical UV Milk, UV & Outdoor Spray, Antimicrobial Mist Spray, Hand Refreshing Spray, Refreshing Hand Cream

We use organic ingredients, so there may be variations due to factors such as the harvesting season of the raw materials. There is no problem with the quality, so please feel free to use it.

There is an 'OPEN⇄CLOSE' marking on the top of the nozzle. Please turn it in the direction of 'OPEN' until it clicks into place. This will allow you to press the nozzle downward and dispense the contents. If the nozzle cannot be pressed down while in the 'OPEN' position, there may be a malfunction. Please contact Customer Support with the following information:

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Customer Support
E-MAIL: store@thetopland.co.jp
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Product Name:
Issue:
Quantity:
Your Name:
Your Address:
Contact Number:

*Please note that this type of nozzle does not rise up when turned, so please be aware of this.

Upon receiving the product, we kindly ask that you please inspect it.

While we strive for the highest quality in our products, should the product arrive damaged or soiled, or if it is different from your order, please contact us within 8 days from the delivery date for returns or exchanges.

Please follow these steps for returns or exchanges:

- Contact Customer Support within 8 days from the delivery date.
- Provide detailed information about the issue (such as the condition of damage or soiling, or the incorrect item received). We may contact you to confirm details, so please provide a daytime contact number (phone number, email address, etc.).
- To proceed with the return or exchange, please send the product back to us. We will provide the return address separately.

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Customer Center
E-MAIL: store@thetopland.co.jp
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*Please note that we cannot accept returns or exchanges in the following cases:

- If you do not contact us within 8 days of receiving the product
- If the product has been opened
- If the product has been used even once
- If damage or soiling has occurred due to the customer's responsibility.

Regarding returns due to customer convenience, such as if you ordered the wrong item or if the delivered product does not meet your expectations, we can accept returns under the following conditions:

Return Conditions:
1. The item is unopened and unused.
2. The return request is made within 8 days from the delivery date.
3. The payment method was either 'Cash on Delivery' or 'Credit Card'.
4. The customer will bear all costs associated with the return, including:
(4-1) Shipping fees for returning the product to us.
(4-2) Transfer fees incurred during the refund process.
5. Please follow the instructions listed in the 'Notes' section below.
6. The product does not have a 'Not eligible for return' notice on its product details page.
If you wish to return the product and meet the above conditions, please contact Customer Support within 8 days from the delivery date. We will provide you with the necessary information regarding the return address and refund process. Please provide the following information when contacting us:

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Customer Support
E-MAIL: store@thetopland.co.jp
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Please provide the following information via email or phone:

- Your Name (in Katakana)
- Order Number
- Address
- Phone Number
- Product Name for Return
- Reason for Return


Notes:
1. For orders with free shipping, the shipping fee from our end when sending the product is not refundable.
2. If the returned product arrives at our facility with damages or is missing accessories such as the cosmetic box or instruction manual, we cannot accept the return. Please handle the product with care to avoid damage or soiling.
3. For set items or lucky bags, returns for only part of the set (including accessories or service items) are not accepted, regardless of whether they have been opened or used.
4. We do not accept exchanges for products due to customer convenience. If you meet all the return conditions, please follow the above steps for return and place a new order for the desired product.

Here are the refund methods if we accept your return:

For Credit Card Payments:
If you made the purchase with a credit card, we will refund the amount to the same credit card used for the purchase. Depending on your credit card company's billing cycle, the refund may appear after the transaction has been deducted. In such cases, the refund will be credited to the bank account linked to your card. Please contact your credit card company for the exact timing of the refund.