Questions we receive regularly from customers. Before contacting us with a question, please refer to this list to see if your question or one similar is included.

Account Information (Changing Account Information)

When I register to become a member, are there any documents I should prepare beforehand?

No, not in particular. We do ask for your personal information, but special documents are unnecessary.

Can I change my personal information after registering?

Yes. After logging in, you can edit your information from the My Account page.

How do I reset my password if I forget it?

Please proceed to the password reset page by clicking the 'Forgotten your password?' link on the login page. You will then be able to begin the password reset process.

How do I cancel my membership?

Please get in touch with us through the 'Contact' page.

How does ALLU manage its customer's personal information?

As a company possessing a Privacy Mark, we strictly adhere to all privacy-protection requirements established by the Privacy Mark organisation. Please refer to the following link for more details:


Can I utilise member-related services if I am not a registered member?

In most cases, membership is necessary to utilise such services.

When you register as a member, you will receive information regarding the arrival of new items and important sales announcements, as well as gain access to member-exclusive features and information, so please consider becoming a member to make the most of your experience at ALLU.

How do I delete my registered credit card information?

Follow the link below to the login page using the email address you used to register at Shop Pay. From there, you may change or delete your registered credit card information.


Item Related Questions (Pre-Purchase and Post-Arrival )

Are taxes included in your prices?

Yes, all prices are tax-inclusive.

Are item colours the same as the colours displayed in your listing images?

We utilise high-quality photo equipment to ensure that colours are reflected as accurately as possible in our item images, however depending on a photo's lighting as well as the quality of the monitor you are viewing, the colours of the product you receive may differ slightly from those in the original listing.

Please be fully aware of this before purchasing items.

Do you sell new products?

Except for items containing exchanged or replaceable parts, all our products are pre-owned. We offer some products in which the condition is identical to that of an unused, flawless item, so please check the rank of each item in the product information section of an item's listing.

Are your products genuine?

Yes, our customers can shop with the assurance that all of our items go through rigorous inspection and authenticity evaluations by our experienced staff before being offered for sale on our website. In the rare case that an item is judged to be inauthentic, please prepare the item's certificate that you received upon purchase and get in touch with us by filling out our contact form.

Access the contact page here.

How do I find out about an item's quality and condition?

Please refer to the product description, condition ranking and product pictures within each listing.

Are any of your items in poor condition or have an odour?

Due to the nature of selling pre-owned items, an item's condition and degree of ageing are unique to that item itself. We endeavour to include all information regarding signs of use, flaws, etc., in an item's description.

However, since each customer's perception and opinions vary, if you do notice something you are unsatisfied with in your item, please contact us at any time.

Are accessories included?

Everything included in an item's listing photo is included. If a certain accessory item does not appear in the listing photo or is not mentioned in the product description, then it will not be included.

Am I not able to purchase items marked as sold out?

We apologise, but sold-out items are not available for purchase.

Service Related Questions

Can I negotiate a price down?

Unfortunately, we are unable to accommodate such requests.

Will I receive a discount if I purchase several items at once?

We apologise, we are unable to offer discounts for items purchased together.

I proceeded to an item's purchase page but was then notified that the product was sold out—how did this happen?

We do not stock duplicates of any in-store items, meaning that if another customer completes purchase procedures before you, the item will, unfortunately, appear sold out to you and all others that may have started the purchase process.

We ask that you quickly purchase any items you have added to your cart in order to avoid this happening.

Can I reserve items?

We are unable to accept customer reservations for items.

What does ALLU do to ensure credit card security?

In addition to digital shopping carts, credit card payment processing screens are displayed during item checkout, and we utilise SSL technology to ensure that a customer's credit card numbers are securely encrypted. Please also be assured that we do not store a customer's credit card information.

How much is shipping?

We offer free shipping for all of our items.

What happens when Payment-on-Delivery items are not paid for by the buyer?

Once seven days elapse after an item's ship date, it will be automatically sent back to us, and the order will be cancelled. When orders are repeatedly cancelled due to a customer's circumstances, a specific payment method may be designated by ALLU. We request that customers personally accept their ordered items within the appropriate time frame.

Can I choose a shipping service for my order?

We apologise, but we are unable to let customers choose between shipping services. We presently use Yamato Transport for all our company's shipping needs.

Can you ship internationally?

We are sorry to say that we do not presently ship items internationally.

Can I have an item shipped somewhere other than my place of residence?

Yes, please specify the address you would like the item shipped to during payment.

Can I have my package gift-wrapped?

Given the variations that occur between reused products of all shapes and sizes, we are unable to offer gift-wrapping services.

Can I have multiple items shipped in the same package?

Yes, we are able to ship multiple items in the same package. Simply add all desired items to your cart and place your order.

How do I track a shipment?

You may access tracking information from the 'Shopping History' in your Account page.

My package hasn't arrived yet. What can I do?

We are sorry for the inconvenience. Please contact us, and we will look up the delivery status of your order immediately.

How do you handle accidents that occur during shipping?

Because each of our items are one-of-a-kind and therefore irreplaceable, in the rare case that an accident was to occur during shipping and the item is undeliverable, the order would be cancelled, and the customer refunded.

※ In the case that we do have the same item available, we will notify the customer.

My order arrived, but the item I purchased was damaged. Can it be replaced with a new item?

We will arrange collection procedures for the damaged item, so don't hesitate to get in touch with us to begin this process. In addition, please note that due to the unique nature of our products as pre-owned items, we are unable to provide exchanges.

The item I ordered looks different from its picture, so I'd like to return it or exchange it for another item.

Because our items are all one-of-a-kind, we are unable to offer item exchanges. However, you may return your order within ten days of its shipping date.

Please refer to our detailed list of return-related information below.

※ Items valued at £1,700 are subject to returns.

※ Returns are only offered for items paid for with a credit card.

※ Requests for returning items may be submitted within ten days of the item's shipping date and will be conducted via the payment method specified by ALLU.

※ We ask that returned items are delivered to ALLU at the address specified within fourteen days of the item's original shipping date.



I'd like to stop receiving emails from the mailing list.

Go to the 'Mailing List' page in the 'Change Account Information' section of your account page. Uncheck the box and save your preferences to unsubscribe to our email updates.

Order Related Questions

Can I place an order over the phone?

We apologise for the inconvenience, but we are unable to accept orders placed over the phone. Upon registering for membership, you will be able to place orders via our online store.

Can you gift wrap my package?

Because all of our items are reused, we are unable to provide gift-wrapping services.

How quickly can an item get to me once I place an order?

All items are shipped from Tokyo upon purchase. How fast we can dispatch an item depends on a variety of factors such as the destination's address, where the ordered item is in our inventory, payment status and timing of the order, so please contact us if you have any questions regarding shipment or your order in general. For those hoping for the shortest possible delivery time, please place your order without specifying a desired date and time of delivery.

※ Items are not shipped on Saturdays, Sundays or holidays. Items will be shipped in the order their orders were received on the next business day.

Can I change my payment method after I place an order?

We are sorry, but we are unable to accommodate payment method changes after an order has been placed. If you wish to change the payment method, please go to your 'Shopping History' available on your account page and cancel the order. If you are unable to cancel it, please contact us, and we will confirm whether the order is able to be cancelled or not. We apologise for the inconvenience.

I'd like to cancel my order.

You may cancel your order within ten minutes of placing it. Simply go to your 'Shipping History' located within your account page. If you are unable to cancel it, please contact us, and we will confirm whether the order is able to be cancelled or not. We apologise for the inconvenience.

Please be aware that we are unable to accept cancellations for orders that have already been shipped.

There was an error processing my credit card payment when I tried to place an order.

Even if credit card information has been entered correctly, there are still cases in which an error occurs. Please refer to the following list of reasons why a credit card company might decline a credit card transaction.

We apologise for the inconvenience, but please review the following items.

・The credit card's maximum transaction amount was exceeded.

・Restrictions have been placed on the card due to the credit card provider's own security measures.

・Your card is not compatible with the 3D Secure 2.0 system.

・Use of the credit card was declined by the card's provider due to 3D Secure not being set up or due to incorrectly entering your 3D Secure password, etc.

・The browser window was closed before the order completion screen could be displayed.

※ 3D Secure 2.0 is a service for the purpose of preventing third-party use of a credit card. It requires customers to create and enter their own user-identification password.

How are receipts issued?

Issuing methods vary based on payment methods, so please refer to the list below for details.

【For Credit Card Transactions】

Request a receipt from your 'Shopping History' page located within your account page.

※ This service is available only within 30 days of the order's shipping date.
※ Only one receipt may be issued.
※ Please be aware that the contents of the receipt are unable to be changed.

Can you adjust the band of a watch that I order?

Yes, if you tell us your watch size at the time of order, we are able to adjust your watch band. Simply go to the Notes section in the Order Confirmation screen, where you may enter your request to adjust the band. Please include your wrist size.


Call Us


Customer Service Hours: Mon-Fri10am-6pm