Below are frequently asked questions from customers on the mamian official online store.

In addition, the chat bot summarizes common inquiries and questions by item.
You can see it from the "Start Chat" icon on the bottom right of the screen, so please use it if you like.
  • credit card
  • Amazon pay
  • atone Next month deferred payment (convenience store)
  • Paidy next month payment (convenience store/bank)
  • NP deferred payment (invoice sent separately)
  • KOMOJU Smartphone payment (paypay/Merpay/LINEpay)

About payment

About your order

Orders placed after the above hours/outside business hours will be shipped sequentially from the next business day.
For details, please check the link below.


Depending on your area, weather, and traffic conditions, we may not be able to deliver your item on the specified date and time. If there is a notification regarding the delivery status, the notification will be displayed on the shopping cart screen.


Regarding delivery

About your order

If you would like to exchange an item, please return the unwanted item and place a new order for the size and item of your choice.

For details on return/exchange and refund methods, please check the link below.

Defective product/wrong product

If you find that the product is damaged or stained, or if you receive a different product than you ordered, please contact us.
*We would appreciate it if you could provide your order number, the name of the person who ordered it, and an image of the defective part.

About returns and exchanges

For details, please check the link below.


Due to system specifications, if you wish to change any of the items below, you will need to cancel your current order and place a new order.

- Addition of products - Cancellation of some products - Change of payment method - Failure to enter coupons or points


About cancellation

Ordering FAQ

Below are frequently asked questions regarding ordering.

If you have registered an account, you can check your usage history from My Page.
If you do not have an account or do not receive an order confirmation email, please contact us.

You can change the size/color/material and shipping address, but for the following items, you will need to cancel your order and reorder.
Please feel free to contact our store.

- Cancellation of some products, addition of products, change of payment method, failure to enter coupon code/point usage *Re-ordering is a new order, so you can place the order even before cancellation.


You cannot change or cancel your order after it has been shipped.
We apologize for the inconvenience, but please follow the return request form enclosed with the product.


In addition, the following may be the cause.

・The terms and conditions of the coupon, such as the purchase amount, do not apply. ・The coupon code is incorrect. ・You did not click "Apply" after entering the coupon code. ・Automatic discount is applied. ・You are using points.

In addition, the coupon code you entered may not be reflected correctly depending on the communication environment at the time of ordering. We apologize for the inconvenience, but if this is the case, please contact our store.

Additionally, due to system specifications, points cannot be used in conjunction with coupons or automatic discount campaigns.

- You have not clicked "Use Points" after entering points - A coupon or automatic discount has been applied - You have not registered an account - You have not logged into the account where you hold points - A coupon or automatic discount has been applied is applied

In addition, the coupon code you entered may not be reflected correctly depending on the communication environment at the time of ordering.


How to use points
Please log in to the account where you have points.
After entering your points in the shopping cart, click "Use Points."
Your points will be reflected and the billed amount will change.
*If you are not logged in, the point input item will not be displayed.


  • Automatically sorted to spam folder etc.
  • Unable to deliver due to restrictions in reception settings
  • There is an error in the email address
  • There is a temporary error in the mail server or receiving environment.


With mobile carrier email, reception is likely to be restricted, so
We recommend that you register using another email address.


Frequently Asked Questions About Shipping/Delivery

Frequently asked questions regarding shipping are listed below.

Please let us know the following items.

・Order number ・Person's name ・Any changes you would like to make

Please contact us as soon as possible, as changes cannot be made after shipping has been completed.


If you wish to change the delivery address or delivery date and time after shipping, please contact the delivery company yourself.
In addition, if you wish to change the shipping address after shipping, you will need to take the necessary steps yourself.


Therefore, even if you request wrapping or if you do not require a shoe box, we will still use the above packaging method for shipping.
*In the case of a gift, product details will not be enclosed.

Thank you for your understanding.


💡 In these cases, we recommend that you place separate orders for pre-order items and only regular items!


If you wish to combine shipping, please cancel your order and place the order again.

Frequently asked questions about products

Frequently asked questions about our products are listed below.

In some cases, our store's wooden standard width D is sold as 2E by other companies, so we are unable to provide accurate information.

In addition, our store manufactures products using wooden molds that match each product's design and heel height, so even products of the same size may have different sizing depending on the product.

The product page includes size reviews by our staff.
There are individual differences in size depending on the shape of the foot, etc., but please use this as a reference.

We accept size consultations at our store.

Please feel free to let us know the name and number of the product you are considering, as well as your usual size, foot length, foot width, and criteria for selecting shoes, so we can provide you with more detailed sizing information. Please contact us.

Our products are manufactured based on width D, so please consider them to be slightly narrower.

Depending on the area to be repaired and the condition of the shoe, we may not be able to repair it.
Please let us know in advance the details of the product you wish to repair and your request for repair.

*We cannot accept repairs on the upper (the part above the sole).
*As a general rule, both feet will be repaired together.
*If you send us an image, we will be able to guide you more smoothly.

If there is no link to Toplift on the product page,
We may not have any top lifts in stock other than those in production.
We will investigate the issue at our store, so please let us know the product name and number.

For safety reasons, please refrain from using our top lifts with other companies' products.

Frequently asked questions about payments

Frequently asked questions regarding payments are listed below.

An invoice will be mailed to you within 1-2 weeks after the product is shipped, so please wait for a while.
If you need to reissue your card due to expiration or loss, please contact your payment provider or our store.


The barcode listed on your purchase statement is a barcode for order management, and cannot be used for payment.


In the case of a return, we will refund the product price within a few days after the returned product arrives at our store using the method appropriate for your payment method.
For payment details, please also check the billing details for each payment method.
*It may take several days for the information to be reflected.

For details on how to receive a refund, please check the link below.

About returns, exchanges and cancellations

Other questions

Other frequently asked questions are below.

You can also check your point balance on the shopping cart screen during the purchase process.

- Account registration has not been completed - You have registered with a different email address - You have only registered for email magazine delivery

We will check your registration status, so please let us know your registered email address and name.

Please follow the link provided in the shipping notification.
*The procedure for issuing a receipt will be possible after the product is shipped.


If you use deferred payment invoice payment
It is not possible to issue a receipt on my page or separately.
The invoice that will be sent separately after the product is shipped will serve as your receipt.


Please check the link below for details.

About costume cooperation

Stock status varies depending on the store, so please check each site for details.

*All dealers only sell online, so they are not available at physical stores.

[Directly managed store]
・mamian Online Store (official website)
・Rakuten market store

[Outlet specialty store]
・230 by mamian

[Authorized store]
・Marui web chanel
・Rakuten Fashion
・d fashion

▼List of stores handling the product
Stores available

In addition,
mamian Tor Road store has closed on March 21, 2023.
Thank you very much for your continued patronage.

Business days: Monday-Friday Business hours: 10:00-17:45
Holidays: Saturdays, Sundays, and holidays/summer holidays/New Year holidays

Contact Customer Support

Inquiries via chat, inquiry form/email are available 24 hours a day.
We will respond within 24 hours, excluding holidays, but it may take some time to respond depending on the status of your inquiry.


Inquiries received outside of business hours will be handled sequentially from the next business day.


We apologize for the inconvenience, but please let us know the following items.

■Account name ■Registered email address ■Change details

If you wish to stop receiving the e-mail newsletter, please click "Unregister" at the bottom of the e-mail newsletter.
Even after completing the procedure, you may receive the e-mail newsletter several times due to system time lag.

Thank you for your understanding in advance.

After canceling your membership, you will not be able to check your member information or order history.
Also, the points you hold will be invalidated.