Contact
Email:
support@rimehgarden.com
Hours:
10:00 to 16:00 (Japan Standard Time) UTC+09:00
Closed on weekends, public holidays, & New Year holidays
This support channel is exclusively for the official online store. If you purchased your item at a physical store, please reach out directly to that location. Unfortunately, we are unable to assist with in-store purchase inquiries.
If you are looking for legal related information click here.
FAQ
Orders may be canceled if they have not yet been processed for shipping. Please contact our support team as soon as possible with your order number. Once an order has been shipped, we are unable to cancel it, but you may request a return according to our return policy.
If you are unable to add an item to your cart, it may be temporarily sold out or out of stock. Please check the product page for availability updates. If the issue persists, clear your browser cache or try again on another device. For further assistance, contact our support team and we’ll be happy to help.
If your order has not yet been processed for shipping, we may be able to update the item for you. Please contact our support team as soon as possible with your order number and the item you wish to change to. Once your order has been shipped, changes are no longer possible, but you may request a return or exchange according to our return policy.
You can request a return by following the steps outlined in our Return Policy and Shipping Policy. Please review both pages carefully, as they explain the conditions, timelines, and procedures for returns and exchanges. If you need further assistance, contact our support team with your order number and we’ll be glad to help.
If you haven’t received a confirmation email within a few hours of placing your order, please first check your spam or junk folder. If it’s not there, your email address may have been entered incorrectly or there may have been a technical issue. Contact our support team with your name and order details, and we’ll promptly confirm your order status and resend the email.
At checkout, you may request a preferred delivery date and time if the option is available for your region. Please note that while we do our best to meet your request, actual delivery schedules may depend on the courier service. For urgent or special delivery needs, contact our support team before placing your order.
Our customer support is available from 10:00 to 16:00 (Japan Standard Time, UTC+09:00). We are closed on weekends, public holidays, and New Year holidays. Inquiries received outside of business hours will be answered on the next business day.
If you notice an error in your shipping address, please contact our support team immediately with your order number and the correct information. If your order has not yet been shipped, we will update the address for you. Once an order has been dispatched, we are unable to change the delivery address, and you may need to coordinate directly with the courier service.
If you place multiple orders around the same time, we may be able to combine them into one shipment. Please contact our support team promptly with the order numbers you wish to consolidate. Once an order has been processed for shipping, we cannot guarantee combined delivery. Additional shipping fees may apply depending on order status and destination.
We sincerely apologize if you received a defective item. Please contact our support team within 7 days of delivery with your order number and photos of the product. After reviewing your request, we will guide you through the return or exchange process according to our Return Policy. Shipping fees for defective items will be covered by RIMEH GARDEN.
RIMEH GARDEN jewelry is crafted with care, and many designs are available as made-to-order pieces rather than standard restocks. If the item you want is sold out, please contact our support team — we’ll be happy to assist you with availability, production timelines, and special order requests.
An order may be canceled if the item became unavailable, if payment could not be processed, or if there was an issue with the shipping information provided. In such cases, we will notify you by email. If you believe your order was canceled in error, please contact our support team with your order number for assistance.
All RIMEH GARDEN products include detailed measurements in our Size Guide. Please review the dimensions listed on each product page before placing your order to ensure the best fit. If you have any questions, our support team will be happy to assist.
To be the first to know about new product releases and special announcements, sign up for the RIMEH GARDEN newsletter. You can also visit our Collection page regularly to see the latest updates and newly added designs.
Our support team typically responds within 1–2 business days during our operating hours (10:00–16:00 JST, closed weekends and public holidays). Response times may be longer during peak periods, but we always strive to assist you as quickly as possible.
We do not offer separate gift wrapping services, but every RIMEH GARDEN piece comes in a specially designed box crafted with love and care. Our packaging reflects the elegance of our silver jewelry, so you can present it with confidence for any occasion.
Each RIMEH GARDEN piece comes with an official authentication certificate. We can match the certificate number with our records to verify authenticity. If you are purchasing a second-hand piece, please make sure the certificate is included. To confirm your item, you can check it through our Product Authenticity Verification page.
Yes. To help you enjoy your RIMEH GARDEN silver jewelry for years to come, we provide an official Product Care Guide. It includes recommendations for cleaning, storage, and daily handling to maintain shine and prevent damage. Please visit our Product Care Guide page for detailed instructions.