User Guide

Online Shop Ordering Process

Step 1: Place Your Order

  1. Product Selection:
    Click the "Add to Cart" button on the product page to add the item to your cart.
  2. To add items, change quantities, or purchase additional products, please click the "Continue Shopping" button. If you wish to purchase multiple units of the same item, enter the desired quantity in the quantity field and click the "Update" button. To proceed to checkout, please click the "Proceed to Checkout" button.
  3. To proceed to checkout:
    If you already have an account, please enter your username and password to log in. If you are making a purchase for the first time, please register for a new account (free). You may also make a purchase without registering.
  4. Please enter or select your registered address (billing address), and then enter or select your delivery address. If you wish to pick up your order in-store, please check the corresponding box.
  5. During the payment information entry and order confirmation stage—serving as the final review of your order details—the Order Summary will display the total amount, including product costs and consumption tax, but excluding shipping fees (which will appear as ¥0 at this point). If everything looks correct, please check the box to acknowledge and agree to the Terms and Conditions, select your preferred payment method, and click the "Place Order" button. *Please note: While the online ordering process concludes for the moment at this stage, your order is not yet officially confirmed. A representative will verify the delivery schedule and shipping costs, after which we will send you a confirmation email. *Upon clicking the "Place Order" button, an Order ID will be displayed on the Order Completion screen. You will also receive an automated email summarizing your order details; however, please wait for the subsequent confirmation email to be sent directly by a representative.
  6. Final Confirmation via Email:
    Within two business days of your order information being finalized, we will confirm the delivery timeframe for your items, calculate shipping costs, and adjust the final total based on any applicable campaigns or coupons; we will then send you a final confirmation summary via email.
  7. Your order will be considered complete once you have confirmed your satisfaction with the delivery timeframe and pricing specified in our email, and have remitted either the deposit or the full amount via your preferred payment method.

STEP２ : Product Delivery

  1. For items currently in stock domestically, we will notify you of the delivery timeframe once your payment has been successfully processed. For items that are not currently in domestic stock and are available for pre-order, we will inform you of the delivery timeframe as soon as the scheduled arrival date becomes available. Additionally, for customers who placed an order with an initial deposit, the deadline for the final payment is one week prior to the scheduled delivery date; we kindly ask that you proceed with the payment arrangements accordingly.
  2. Please inspect the condition of the product immediately upon receipt. *In the unlikely event of any damage, soiling, or errors, please contact the 담당 (designated representative) via email or telephone.

Regarding product delivery lead times:

  • We import items directly via container from our overseas factory immediately after receiving an order. Therefore, please kindly note in advance that it takes approximately three months from the time an order is placed until delivery.
  • If the item is in stock domestically, a staff member will contact you to confirm the estimated shipping date. For bank transfers, orders are typically shipped within two weeks of payment confirmation.
  • If the item is out of stock domestically or is a special-order item, we will notify you of the estimated arrival date via email or other means, and ship it to you as soon as it becomes available.
  • Inventory for our Online Store is shared with our directly managed retail locations. Consequently, even after an order has been confirmed on the Online Store, we may occasionally be unable to fulfill the order due to stock unavailability. In the event that an item is out of stock, we will contact you within two business days (excluding year-end and New Year holidays). We appreciate your understanding.
  • Free Long-Term Storage Service: We will store your purchased items free of charge for a period of six months from the date of purchase. Please consult with us regarding your desired delivery date.

Regarding shipping fees:
Rates vary depending on the type of product. Furthermore, shipping charges apply to each individual item. The shipping fee covers delivery, assembly, installation, and the removal of packing materials. For detailed shipping rates, please refer to [here].

Payment Information:

  • Credit Card Payment：
  • Accepted Cards:
    VISA,MASTER,JCB,AMEX,DINERS

    [Notes]
  • Payment Options: You may choose between a one-time lump-sum payment or installment payments.
  • Once your order details have been finalized, a payment guidance email will be sent to your registered email address from either UFJ NICOS or GMO Payment.
  • We utilize SSL for credit card payments. Please rest assured that your card number is transmitted in an encrypted format.
  • Our card payment system does not issue credit card receipts. Please refer to the usage statement sent to you by your credit card company.
  • Credit card processing fees are borne by the customer.
    Depending on your usage status or other factors, we may request that you switch to an alternative payment method. We may request identity verification (such as a telephone confirmation) at the time of your order. You may not use a credit card registered under a name other than your own.
     

Bank Transfer:

  • Mitsubishi UFJ Bank, Miyoshi Branch, Ordinary Account No. 0263933 — Fuji Kagu Kogyo Co., Ltd.
  • Bank transfer fees are to be borne by the customer.
  • Please complete the transfer within one week of the final confirmation of your order details.


Regarding Inventory:

  • Ashley products are primarily sourced via direct import from overseas. Consequently, if an item is not currently in stock domestically, please allow approximately three months for us to procure it. Furthermore, please be aware that in the event of sudden product discontinuation or similar issues in the United States, we may be unable to fulfill your order even after the standard waiting period.
  • As the items featured in our online shop are also sold in our physical stores, there may be instances—particularly with outlet items—where we are unable to fulfill an order due to simultaneous sales. We will contact you via email within two business days regarding the stock availability and estimated delivery time for your order.


About Delivery

  • Delivery Carrier: The delivery carrier varies depending on the specific product and delivery region.
  • We will deliver your order via our own delivery service or through a specialized furniture transport provider designated by us.
  • Depending on the specific conditions of the delivery and installation site, additional charges may apply. Special handling fees—in addition to standard shipping rates—will be incurred for tasks such as hoisting items, lifting them over fences or barriers, or carrying them up three or more flights of stairs. As these additional costs vary depending on the specific product and the site conditions, we will need to verify the details in advance. Please note that, depending on the specific site conditions, we may be unable to accept the delivery request.
  • We are unable to accept cancellations, returns, or exchanges after an order has been placed. Therefore, if you have any concerns regarding delivery access routes or similar matters, please contact us prior to placing your order.
  • While we will prioritize your preferred delivery date, we are unable to accept specific delivery time requests, with the exception of certain products.
  • Depending on the delivery address, certain regions may have restrictions regarding the specific days on which deliveries can be made. Additionally, some special regions may incur separate fees. If your address falls within one of these categories, we will notify you at the time of your order or when arranging your delivery.
  • We do not deliver to remote islands.
  • If you have a specific date in mind—such as for a wedding, a new home, or renovations—we will store your purchased furniture free of charge for up to six months.

Check of the Delivery Route
Whether you are purchasing imported items or domestic goods, when buying large-scale furniture, it is essential to verify the delivery route leading to the intended installation site. Here, we outline key checkpoints for assessing delivery routes, specifically for cases where the furniture must be carried up a staircase to reach a room, or when delivering to an apartment building that utilizes an elevator.

[Checkpoints for Installation in a Room Accessed via Stairs]

  • [Checkpoints for Apartments and Similar Buildings with Elevators]

① Verifying Entrance Dimensions:
Since the gate and entrance porch are located outdoors, you generally have considerable flexibility in how you utilize the space; however, we ask that you verify these dimensions to ensure that the products can be transported inside smoothly.

② Entrance Dimensions:
Regardless of the type of entrance door (hinged or sliding), delivery can proceed smoothly if it is a double-door configuration with sufficient width. However, in the case of a single-door configuration, delivery may be difficult depending on the width and height of the doorway when opened, as well as the width, height, and depth of the entrance hall. In addition to the door dimensions, please also verify the opening direction and the design of the door handle.

③ Hallway Assessment:
In the hallway connecting the entrance to your room, the effective width and ceiling height may not be uniform due to the presence of door handles, light fixtures, and handrails on the walls, as well as lighting fixtures on the ceiling. Furthermore, if the item is to be carried in with the door left open, please verify the clearance width while the door is in the open position.

④ If the hallway leading to the room where the product is to be installed includes corners, it may be necessary to stand the product upright or rotate it to maneuver it through. In such cases, the ceiling height at the corners—specifically the clearance up to any light fixtures, if present—is of particular importance.

⑤ Check the Room Entrance:
Regardless of the type of entrance door (hinged or sliding), if it is a double door with sufficient width, the product can generally be carried in smoothly. However, in the case of a single door, delivery may be difficult depending on the width and height of the doorway when opened, as well as the width, height, and depth of the entrance hall. Furthermore, depending on the direction in which the door opens—or the size and design of the door handle—the available space in the hallway may be reduced, potentially making it impossible to carry the product inside. Please be sure to verify the door's opening direction and dimensions as well.

⑥ Verifying Staircase Dimensions:
Staircases come in various configurations—straight, L-shaped, U-shaped, and spiral. Depending on the ceiling height or depth of the landing, there may be instances where the product cannot be successfully carried in. Additionally, please verify the width of the staircase by measuring the horizontal distance from the handrail to the opposing wall. [For Staircases with a Landing]

  • 【階段のマットレス・ソファ搬入例】

[Key Considerations for Moving Items via Spiral Staircases]
In many cases, the ceiling above a spiral staircase follows the incline of the stairs; provided there are no protruding obstructions along the way, the ceiling height along this sloping section remains relatively constant. Generally, if the ceiling height at the staircase entrance is sufficient to allow the item to pass through, delivery should be feasible; however, depending on the specific height, width, and depth of the item, there may be instances where it cannot be successfully moved in. When navigating a spiral staircase with a ceiling—particularly in situations where ample clearance cannot be secured for movement—items are typically transported by standing them upright and maneuvering them horizontally while rotating them as they advance.

Elevator Size Verification:
Please note that standard 9-passenger elevators and smaller units may not always be suitable for transporting items, depending on their height and depth. Furthermore, even relatively thin items—such as bed mattresses—may be impossible to carry inside, depending on the specific dimensions of the elevator.