Frequently Asked Questions (FAQ)

DiaNorth only collects the minimum information strictly necessary for order processing and customer support (including your name, email address, and shipping address). Sensitive data such as credit card numbers are not stored by DiaNorth; they are processed securely via trusted payment platforms like Stripe and Komoju. All personal information is managed appropriately in accordance with the Japanese Act on Protection of Personal Information (APPI).

DiaNorth only collects the minimum information strictly necessary for order processing and customer support (including your name, email address, and shipping address). Sensitive data such as credit card numbers are not stored by DiaNorth; they are processed securely via trusted payment platforms like Stripe and Komoju. All personal information is managed appropriately in accordance with the Japanese Act on Protection of Personal Information (APPI).

DiaNorth accepts the following payment methods:

* **Credit Card (via Stripe):** Visa, Mastercard, American Express, JCB, UnionPay, Diners, Discover, Electron, Maestro, Cartes Bancaires.
* **Convenience Store Payment (via Komoju):** FamilyMart, Lawson, Ministop, Seicomart, Seven-Eleven (Note: This option is primarily for Japan-based customers).
* **Bank Transfer (via Komoju).**
* **Smartphone Payment (via Komoju):** Various supported payment services are available.

Order cancellations or modifications are possible only before the shipping preparation process begins (typically within 48 hours after order confirmation). Once shipping preparation has started, we are unable to accept cancellations or modifications. Please contact us as soon as possible via the **DiaNorth Direct Chat** channel.

DiaNorth accepts returns or exchanges only in the following limited circumstances:

* The item received differs from the original order (model, size, color, etc.).
* The product has a manufacturing defect.

**These conditions apply strictly to DiaNorth exclusive products.** For items from other brands, imported goods, or dropshipping products, DiaNorth acts solely as an intermediary and cannot guarantee returns or exchanges. Please refer to the "Policy" page for full details or contact us directly via the **DiaNorth Direct Chat**.

Returns or exchanges are not accepted for the following items:

* Used items or items with removed tags.
* Customized or made-to-order products.
* Items purchased under specific promotional conditions (where stated as final sale/non-returnable).
* Items whose specific characteristics the customer understood and agreed to at the time of purchase.

Furthermore, DiaNorth reserves the right to refuse returns or exchanges in cases of suspected fraud or abuse of this policy.

By utilizing the **DiaNorth Direct Chat**, you can receive prompt and individualized support. You may also contact us via the website's "Contact Us" form or through our Customer Support email address.

If the product or packaging shows obvious damage, please refuse to accept the delivery and report the damage immediately to the shipping carrier. Please note that once a damaged item is accepted, the responsibility for subsequent issues is transferred to the customer.

No. The use of the DiaNorth name, logo, or content for commercial purposes is strictly prohibited without prior written permission. Unauthorized use will result in potential legal action.

DiaNorth is an independent brand born in Hokkaido, committed to the pursuit of high functionality, exceptional durability, and authentic design. We provide professional-grade gear that excels across various settings—from demanding outdoor environments and rigorous sports activities to modern urban life. We champion freedom, superior performance, and individual expression.

The **DiaNorth Direct Chat** is an exclusive channel designed to provide personalized support tailored to each individual customer.

**Key Benefits Include:**

* **Individualized Support:** Expert advice tailored to your specific needs and adventures.
* **Swift Response:** Assistance provided by dedicated staff, not automated bots.
* **Pre-Purchase Confidence:** Instantly resolve any doubts regarding sizing, fit, or technical specifications.

For example, fit may vary even between items of the same size due to differences in brand or design. By using the DiaNorth Direct Chat, you gain detailed information before you purchase, guaranteeing a highly satisfactory shopping experience.

The **DiaNorth Direct Chat** is an exclusive channel designed to provide personalized support tailored to each individual customer.

**Key Benefits Include:**

* **Individualized Support:** Expert advice tailored to your specific needs and adventures.
* **Swift Response:** Assistance provided by dedicated staff, not automated bots.
* **Pre-Purchase Confidence:** Instantly resolve any doubts regarding sizing, fit, or technical specifications.

For example, fit may vary even between items of the same size due to differences in brand or design. By using the DiaNorth Direct Chat, you gain detailed information before you purchase, guaranteeing a highly satisfactory shopping experience.