You can register for free via the "New Account" registration page by simply entering your name, email address, password, and other basic information.

You can register an account if you have a valid email address.

Registered customers receive priority access to exclusive sales and events, as well as rare and valuable luxury items.

Click "Forgot Password?" on the login screen and enter your registered email address. A "Reset Password" email will be sent to your registered email address, containing a link from which you can proceed to reset your password.

Please go to "Personal Details" in ”My Account” to change your registration details.

You can sign up for a new account or log in to an existing account on matsuyaginza.com using the "Log In with Line" icon on the sign up page. Please note that there needs to be a valid email address associated with your Line account.

You can simply sign in using the "Log In with Line" icon under the "Sign in" page.

To sign in without Line, using the email address associated with your Line account, you will need to set a password separately.

After signing in with "Log In with Line", please set up a password from the "personal details" section of your account. This password can now be used when logging in using the email address associated with the Line account.

If you do not receive an email confirmation after registering an account, it could be that:

1. Your registered email address has a typo.

2. It is in the spam folder.

3. Your inbox is full and cannot receive new emails.

4. You email address settings are blocking incoming emails.

If none of the above apply, please contact below:
Customer Service
cs@matsuyaginza.com

You can close your account via the "My Account" page by clicking on "Close Account"

Please note that once you close your account, any registration information and promotional codes will be closed, and you will no longer be able to use features such as "Shopping History" and "Favorites".

Deleting your account will not automatically cancel your newsletter subscription. If you wish to unsubscribe, please do so from the "unsubscribe" link that is available at the footer of every newsletter.

You can still purchase items without creating an account. Once you have placed your items in "My Bag", please select "Continue without signing in" to finalize your order.

While it is possible to shop without an account, you will not be able to view your order history, register your shipping address, save your favorite items, or use other convenient features without one. Therefore, we recommend you register for an account for a more seamless and enjoyable shopping experience.

How to order

1. Select the products you wish to order and click "Add to My Bag".

2. Confirm the order details on the "My Bag" screen and click "Checkout".

3. Select "Purchase Type"

4. Select "Pickup method"

5. For "Delivery" , enter or choose shipping address

6. Select or enter your "Billing Address".

7. Confirm "Order Summary" and enter "Payment Method".

8. Click "Pay" to complete your order.

If you have an account, you can check the status of your order under "Order History" in "My Account".

While you can still shop without an account, features like "Order History" are only available to account users, so we recommend creating an account for a more seamless and enjoyable shopping experience.

If you are signed in, any items you have placed in your "My Bag" will be saved and displayed as long as they are not sold out or awaiting restock.

If you are not signed in, any items you have placed in your "My Bag" will be automatically cleared after a certain amount of time has passed, or if you navigate away from the site without finalizing the order.

Please note that items kept in your "My Bag" are still subject to being sold out.

Orders can only be placed via matsuyaginza.com

Please use your computer or mobile device to place your order.

Please note that orders are shipped individually and cannot be merged.

We accept a variety of payment methods including credit card, bank transfer, and e-money payments. Please note that the availability of certain payment methods may depend on factors such as the type of product, total order amount, etc.

• Credit card payment (Visa, MasterCard, JCB, Amex, Diners)

• Domestic bank transfer payment

• UnionPay card payment

• E-money payment

  • Japan: PayPay

  • Overseas: Alipay, AlipayHK, KaKaoPay, toss pay, Touch'n Go, GCash, TrueMoney, DANA

    
    ※For tax-free purchases, only credit cards and UnionPay cards are accepted as payment methods.

The following Matsuya cards cannot be used for payment onmatsuyaginza.com

• Matsuya Gold Card

• Matsuya Point Card

• Matsuya Tomo-no-Kai Shopping Card

• GO-1 Card

While the Matsuya Credit Card is accepted, online purchases on matsuyaginza.com do not qualify for Matsuya Credit Card cardholder privileges or rewards.

All payments on matsuyaginza.com are processed in Japanese Yen.

For overseas customers, the payment amount is automatically converted to local currency by the respective credit card companies.

Please contact your credit card company for specifics, as conversion rates vary depending on the credit card company.

matsuyaginza.com uses the Secure Sockets Layer (SSL) security protocol to ensure the highest level of security. Your credit card information is only stored by the payment service provider in encrypted form, meaning that it is never seen in its full original form.

The payment method cannot be changed after the order has been finalized.

The receipt will be sent to you by email after your order has shipped, or you have picked it up at the pickup counter.

If you have an account with matsuyginza.com, you can also download or print your receipt via your order history in your ”My Account” page. Please note that the receipt is made out to the name you have set as the billing address. This name cannot be changed after placing the order.

Please note that we do not reissue receipts, nor are we able to create paper receipts.

Our receipts are fully compliant with the invoice system.

If you do not receive an order confirmation email, please check your spam folder. If it is not there, please contact customer service with your order number and account information so that we can assist you.

Customer Service
cs@matsuyaginza.com

If needed, please set up your email address (@shop.matsuyaginza.com) to be able to receive emails from matsuyaginza.com

1. After your order is confirmed, we will deliver the items to the matsuyaginza.com pickup counter located on the 4th floor of Matsuya Ginza store.

2. We will contact you by email when your order is ready for pickup at the matsuyaginza.com pickup counter.

3. Please come to the matsuyaginza.com pick-up counter at your convenience.

The number of days it takes to for your order to be shipped from the warehouse or available for pickup at the store depends on item availability.

Estimated Pickup time ：1–7 days after placing your order
Estimated Delivery time：:3一10days after placing your order

Please note that the time it takes to process your order may vary depending on factors such as inventory and weather.

Processing times may also be affected during peak seasons such as the year-end, Saturdays, Sundays and holidays.

If you wish to change the delivery address after your order has been confirmed, please contact Customer Service. Please note that we may not be able to change your delivery address if the order has already been sent out for delivery. In this case, you may need to contact the delivery company directly.

Customer Service
cs@matsuyaginza.com

If you have ordered with the pickup option, your order can be held at the pickup counter for 7 days including the date your order is ready for pickup (the date you receive the “Your order is ready for pickup” email).

Please note that your order may be cancelled if you are unable to pick up your order within this period. Thank you for your understanding.

The shipping company cannot be specified. Please contact our Customer Service about any issues you may encounter.

Customer Service
cs@matsuyaginza.com

Due to security concerns, we do not offer unattended delivery service.

Site members can enjoy free shipping on orders of ¥6,900 or more including tax per order. 
For orders under ¥6,900 including tax, a flat shipping fee of ¥660 including tax applies nationwide for both members and non-registered customers.

• Some items are excluded, such as products shipped directly from brands (art, caviar, etc.), some large items, Osechi (Japanese New Year cuisine), and Christmas cakes.
  

• Separate shipping fees will apply for the delivery of excluded items.
  

• A cool delivery fee (¥440 including tax) will apply separately.
  

• If you purchase free shipping eligible items and excluded items together in a single order, a separate shipping fee will be charged.
  

• When using discount coupons, the order total after the discount must be ¥6,900 or more including tax to qualify for free delivery.

Refrigerated Delivery (Cool Domestic Express)

For orders during the summer period (June 1–September 30), items will be delivered via refrigerated delivery to maintain quality. An additional fee of ¥440 (tax included) will be charged as a refrigerated delivery fee.

Direct-Shipment Products / Certain Large Items

For brand direct-shipment products (art, caviar, etc.) and certain large items, shipping fees different from standard rates will be charged. Please check the shipping fee on the order procedure screen.

Osechi / Christmas Cakes

The shipping fee for Osechi cuisine and Christmas cakes is a flat rate of ¥990 (tax included).

*Shipping fees apply to each individual item, even if they are identical products (some products include shipping fees).

*Separate shipping fees will apply for the delivery of non-eligible products.

*If you purchase products eligible for free shipping and non-eligible products together in a single order, separate shipping fees will apply.

Artworks will be delivered directly from the gallery. Please note that we do not offer store pickup.

The displayed price includes the following unless otherwise specified.

• The work of art

• The frame (please note that some artworks do not come with frames. Please see the artwork description for specific details.)

• Shipping costs (as determined by the gallery. The artwork will be packaged securely to ensure safe delivery )

• Insurance (this covers the transportation of the artwork)

Please note that some artworks do not include the frame or insurance to cover the transport. The details are to be available in the description of each artwork.

Delivery is only available domestically within Japan.

After your order is confirmed, you will receive a tracking number with which you can check the delivery status on the shipping company's website or app.

You can pick up your order at Matsuya Ginza during store hours.

Please bring smartphone or tablet with you and show the store associate the "Your order is ready for pickup" email that was sent to your registered email address.

Please see "Tax-free" for more information on tax exemption.

Only the person who purchased the item is qualified to pick it up.

Once you receive your items, please open the package as soon as possible and check the contents. If the item is damaged, please contact Customer Service below within 8 days of receiving the item at the store or address provided.

Customer Service

cs@matsuyaginza.com

• You may cancel your order within one hour of placing it by clicking “Click here for your order details” at the bottom of the order confirmation email.

• If you wish to make changes or cancel your order, please contact customer service as soon as possible.

• When contacting customer service, please be sure to include your name and order number.

• Please note that we may not be able to accommodate changes or cancellations if too much time has passed since the order was placed.

Customer Service
cs@matsuyaginza.com

If you wish to return an item, please contact customer service within 8 days of its arrival to the address specified upon checkout, or from picking up your order from the pickup counter.

Customer Service
cs@matsuyaginza.com

Certain items may not be returnable if they do not meet certain conditions, such as for sanitation or after use. In addition, please note that we will not accept returns of items that fall into the following categories:

1. Food, fresh flowers, underwear, cosmetics and other personal hygiene item

2. Items with a "No Returns" policy in the sale details section

3. Items that clearly shows signs of use (e.g., worn soles, laundry marks, personal items in pockets, etc.)

4. Items that are wrinkled or creased

5. Items that you wish to return due to the smell of natural materials or ingredients used in the manufacture

6. Items for which more than 9 days have passed since the item arrived to the address specified upon checkout, or was picked up at the pickup counter.

7. Items that has been refused upon inspection of the returned merchandise and is being returned to the customer. Please note that you will not be able to request the return again.

Customers are responsible for covering the shipping costs associated with returns except in cases where the return is due to an error on our part, such as sending the wrong item or a defective product.

Gift wrapping is only available for eligible items, with eligibility indicated on each product detail page. Some items may not be eligible for gift wrapping due to one or more of the following reasons:

• The item size is not compatible with our gift wrapping options.

• The item is sold in branded packaging.

• There may be a temporary lack of suitable wrapping materials.

• The item is shipped directly from the brand.

Yes, gift wrapping is a paid service. Wrapping costs vary depending on the type of wrapping selected. The cost will be displayed at checkout.

Yes, if you have multiple items in your cart, you may choose to create up to one gift pair containing up to two items.

Up to two eligible items can be gift-wrapped together per order. Additional items must be wrapped individually.

If you cannot pair two items, it may be due to one of the following reasons: 

• One item or neither item is eligible for pairing. Bottles cannot be paired.

• The items are not compatible with the same gift wrapping type (box or drawstring bag). 

• The combined size of the items does not fit in the available gift wrapping options.

Yes, the gift can be sent directly to the recipient. If you are shipping directly to the intended recipient, please enter your name in the sender’s name field.

This name will appear on the shipping company’s delivery label. You can enter the recipient address directly in the shipping address fields, different from the billing address.

Yes, all gift wrapping options include a message card with the phrase “A gift for you” in English. There is space on the card for you to write your personal message.

Shopping bags can be included with the gift wrapping upon customer request at checkout.

No, any price attached to the product will be hidden and the shipped order will not contain any paper invoice.

The order confirmation will be sent to you by email and the order will be visible in your account purchase history.

The delivery time for gift wrapped orders is the same as regular orders. For information on delivery time, please see Pickup& Delivery section.

Campaign codes will be listed on the campaign page, in newsletters, on social networking sites, etc. Please note that you will not be able to view them in "My Account".

The terms and conditions for using promotional codes (expiration date, applicable products, etc.) vary depending on the type of promotion.

Please enter the promotional code during checkout. Please note that the discount cannot be applied after an order has been confirmed.

When ordering multiple products, the discount will be proportionally divided among the applicable products.

Multiple promotion codes cannot be used for the same order.

Please check the terms and conditions of each promotion for details, as certain promotions may allow multiple promotion codes to be used together.

Please note that promotional codes cannot be applied after an order has been confirmed. Please use the code with your next order.

If you cancel or return your order, the promotional code you used for it will not be reissued.

Tax free purchase is only available to non-residents who are staying in Japan for less than 6 months.

Foreign nationals:

1. Non-residents who are staying in Japan for less than 6 months and who have one of the following residence statuses or landing permits:

   ・Temporary visitor, Diplomat, Official status of residence,

   ・Crew member landing permit, Emergency landing permit, Distress landing permit, or Ship sightseeing landing permit.

2. U.S. military personnel

Japanese nationals:

Non-residents who are staying in Japan for less than 6 months and can prove, through official documents*, that they have lived abroad for more than two years.

*These documents—such as the original copy of ""Family Register Attachment"" that includes the full address of the permanent domicile, or ""Residency Certificate""—must have been issued within the 6 months prior to the entry date.

*If you use the automated gate at the time of entry and do not have an entry stamp in your passport, we cannot confirm the date of entry and therefore cannot provide duty-free service.

The limits for tax free purchases is as follows:

General items: Purchases totaling at least 5,000 yen per day excluding tax are eligible.

Consumables: Purchases totaling between 5,000 yen and 500,000 yen per day excluding tax are eligible.

Please note that this limit also applies when purchasing a combination of general and consumable items.

For tax-free purchases, only credit cards and UnionPay cards are accepted as payment methods.

When paying with UnionPay, a deposit of 1 yen will be charged at checkout. The deposit will be refunded when you pay for the order at the pickup counter.

For tax-free purchases, payment is to be made when you pick up your order at the pickup counter.

You will pay the tax-exempt amount plus a tax-free handling fee (1.54% of the tax exempt amount).

A card authorization is not an actual charge, but a validity check of your credit card. We pre-authorize your card for tax-free purchases, but payment is made upon order pickup.

1. The "Pre-order confirmation for tax-free items" email (displayed on your mobile device)

2. Documents required to confirm your residency status
   
   

   Foreign nationals:

   • Passport or valid applicable landing permissions.

     Passport is not required for those who can provide passport information using the QR code on Visit Japan Web.

     *If you use the automated gate at the time of entry into Japan and your passport is not stamped with the entry stamp, you will not be able to receive the tax free service as the date of entry cannot be verified..

     
     Japanese nationals:

   • Passport or valid applicable landing permissions.

   • Proof of official documents that you have lived abroad for more than two years-such as the original Family Register including the full address of the permanent domicile, or "Residency Certificate"-must have been issued within 6 months prior to the entry date.

3. The credit card or UnionPay card used for the order (or the smartphone used for code payment).

   
   Note:

   • Only the customer who purchased the items is permitted to pick them up.

   • Tax free service cannot be collectively applied to multiple separate orders..

Tax exemption is only applicable when customers purchase products and take them out of Japan themselves. Please note that we are unable to ship any items, either domestically or internationally.

If you do not come to the store within 7 days of the scheduled pickup, your order will be cancelled and the account used for purchase refunded in full. Please note that we are unable to ship tax free items domestically or internationally, nor are we able to reinstate cancelled orders.

Yes, it is possible. However, we will need your passport information to process your return.

Please see the "Cancellation and Returns" for details.

Purchases of artwork are inelligible for tax free purchase.

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