Frequently Asked Questions
Everything you need to know about shopping with Isetan.
What are your delivery options and timeframes?
We offer standard and express shipping. Standard delivery typically takes 3-5 business days, while express delivery arrives within 1-2 business days depending on your location.
What is the return policy for online purchases?
Items in original condition with tags attached can be returned within 30 days of purchase. Please note that certain categories like innerwear and beauty products are non-returnable for hygiene reasons.
Are the products sold on your website authentic?
As a premium department store, Isetan guarantees that 100% of the products featured on our site are authentic and sourced directly from authorized brand partners.
Which payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), digital wallets like Apple Pay and Google Pay, and localized bank transfer options.
Can I earn Isetan privilege points online?
Yes, you can link your membership ID to your online account to earn and redeem points on all eligible purchases just as you would in our physical stores.
How can I track my order status?
Once your order is shipped, you will receive a confirmation email containing a tracking number and a link to our courier partner's portal.