Help

Products available on our online store share inventory with our physical stores.
Although we regularly update inventory information, an item may sell out depending on the timing of your order. In such cases, your order may be canceled. Thank you for your understanding.

Please refer to the “Size Chart” provided on each product page.
Product measurements are taken according to our own measurement guidelines. Please refer to the “Size Guide” for details on how each item is measured.

For products featuring model images, the model’s height and size worn may also be provided as a reference.
※Please note that actual measurements may vary slightly depending on the product, material, and individual item.

We make every effort to display product colors as accurately as possible.
However, actual colors may appear different depending on your device, monitor settings, and viewing environment.

Please also refer to the detailed images provided on each product page for information about the product’s color and design.

Prices may vary depending on the selected country or region and currency.
All prices displayed for orders within Japan include consumption tax.
※Prices may differ from those printed on product tags due to price revisions or other changes.

Pre-order items will be shipped according to the estimated delivery date provided on each product page.
Please note that the delivery schedule may change due to production circumstances.

Regular items and pre-order items cannot be purchased together in the same order.
Once your order has been shipped, you will receive a shipping confirmation email containing the tracking number.

Before using the product, please read the care instructions and washing label provided on the product tag.
Care instructions may vary depending on the material and manufacturing process. Please also review any additional care instructions provided on each product page.

Custom-order items are made after your order and payment have been completed. Please refer to each product page for the estimated delivery date.
Once your order has been confirmed, changes, cancellations, returns, and exchanges cannot be accepted.

*Please note that the delivery schedule may change, or your order may be canceled, depending on production conditions or material availability.
Please review the full terms and conditions provided on each custom-order product page.

Follow the steps below to place an order:

1. Select the color, size, and other options on the product page, then add the item to your cart.
2. Review the items in your cart and proceed to checkout.
3. Enter your contact information, shipping address, and payment details.
4. Review your order and complete your purchase.
5. Your order is complete when an order number is displayed.

You may also place an order as a guest without creating an account.
After completing your order, an order confirmation email will be sent to the email address provided at checkout.

Adding an item to your cart does not reserve the item.
The item may sell out before you complete your purchase.

Inventory is reserved only after your order has been completed.

After completing your order, an order confirmation email will be sent from store@rocky-mountain-featherbed.com to the email address provided at checkout.
If you do not receive the email, please check your spam folder and email settings.

If you are unable to confirm your order details or entered an incorrect email address, please contact our online store.
If you use domain-based email filtering, please make sure that you can receive emails from the address above.

Once an order has been confirmed, the product, color, size, quantity, and payment method cannot be changed.
If you wish to make changes, you may need to cancel your order and place a new one.

If you notice an error in your shipping address, please contact our online store immediately.
Please note that changes may not be possible depending on the status of shipment preparation.

If you wish to cancel your order, please contact our online store as soon as possible.
Depending on the status of shipment preparation, we may not be able to accept your cancellation. Orders cannot be canceled after shipment.

Pre-order items, custom-order items, and other products marked as non-cancelable on the product page cannot be canceled once the order has been confirmed.

The following payment methods are available:

・Credit cards (Visa, Mastercard, American Express, and JCB)
・Shop Pay
・Google Pay
・Rakuten Pay
・PayPay
・Merpay

Available payment methods may vary depending on your order and device or browser. Please check the payment methods displayed at checkout.

Orders within Japan are delivered by Sagawa Express.
Orders are normally delivered within approximately 1–5 days from the next business day after the order date.

Shipping operations are suspended on Saturdays, Sundays, public holidays, and company-designated holidays, including Golden Week, summer holidays, and the New Year holidays. Details of holiday periods and shipping schedules will be announced through our Blog, email newsletter, and official social media accounts.

Delivery may be delayed due to high order volumes, inventory availability, weather, traffic conditions, or other circumstances.

To request a delivery date or time, please email your order number and preferred delivery date and time to store@rocky-mountain-featherbed.com.
We may not be able to accommodate your request depending on the shipment status, delivery area, or courier circumstances.

After shipment, please refer to the tracking number in your shipping confirmation email and contact Sagawa Express directly to change the delivery date or time.

Domestic shipping is charged at a flat rate of JPY 1,100, including tax.
Orders totaling JPY 10,000 before tax or JPY 11,000 including tax qualify for free shipping.

Shipping fees and free-shipping thresholds may change during campaigns or special events. Please check the shipping fee displayed at checkout.

Once your order has been shipped, a shipping confirmation email containing the tracking number will be sent to the email address provided at checkout.
You can track your order through Sagawa Express’s online tracking service.

Tracking information may take some time to appear. If it is not available, please wait and check again later.

If the tracking status shows “Delivered” but you have not received your order, please check with members of your household, your parcel locker, and any designated delivery location before contacting Sagawa Express directly.

If your order appears to have been damaged during delivery, please retain the item, packaging materials, and shipping box, and contact both Sagawa Express and our online store.
The tracking number can be found in your shipping confirmation email.

We accept orders from outside Japan. Available shipping destinations can be confirmed in the destination selection menu at checkout.
Customers in Europe should place their orders through the Rocky Mountain Featherbed Paris.

Shipping to certain countries or regions may be temporarily suspended due to local conditions or courier circumstances.

The following payment methods are available:

・Credit cards (Visa, Mastercard, American Express, and JCB)
・Shop Pay
・Google Pay
・Naver Pay
・PAYCO
・Alipay
・AlipayHK
・WeChat Pay

Available payment methods may vary depending on your country or region, order, and device or browser. Please check the payment methods displayed at checkout.

International orders are shipped by DHL Express or Japan Post EMS.
Available shipping methods vary depending on the destination. Please check the shipping methods displayed at checkout.

Orders are normally delivered within approximately 5–10 days by DHL Express and 7–14 days by EMS.
Delivery may be delayed due to customs clearance, local conditions, weather, traffic conditions, or other circumstances.

Asia
・EMS: Flat rate of JPY 3,500
・Free EMS shipping on orders of JPY 30,000 or more

Australia
・EMS: Flat rate of JPY 5,500
・Free EMS shipping on orders of JPY 50,000 or more

Middle East and Oceania, Excluding Australia
・EMS: Flat rate of JPY 5,500
・Free EMS shipping on orders of JPY 50,000 or more
・DHL Express: Flat rate of JPY 15,000
・DHL Express shipping is reduced to JPY 7,500 on orders of JPY 70,000 or more

Central and South America and Africa
・EMS: Flat rate of JPY 6,600
・Free EMS shipping on orders of JPY 70,000 or more
・DHL Express: Flat rate of JPY 15,000
・DHL Express shipping is reduced to JPY 7,500 on orders of JPY 70,000 or more

United States
・DHL Express: Flat rate of JPY 15,000
・DHL Express shipping is reduced to JPY 7,500 on orders of JPY 70,000 or more

*We currently ship orders to the United States by DHL Express only.
*Shipping fees and free-shipping thresholds may change during campaigns or special events. Please check the shipping fee displayed at checkout.

*Shipping methods may be changed without prior notice due to local conditions or courier circumstances.

International orders may be subject to customs duties, import taxes, value-added tax, customs clearance fees, or other charges under the laws of the destination country or region.
These charges are not included in the product price or shipping fee and are the customer’s responsibility. Please pay them directly to the courier or relevant local authority.

Tax rates and customs procedures vary by country and region. Please contact the customs authority in the destination country for details.
Cancellations, returns, and delivery refusals due to customs duties or import taxes cannot be accepted.

Once your order has been shipped, a shipping confirmation email containing the tracking number will be sent to the email address provided at checkout.
Please track your order through the courier’s tracking service linked or identified in the shipping confirmation email.

Tracking information may take some time to appear. If it is not available, please wait and check again later.

If the tracking status shows “Delivered” but you have not received your order, please check with members of your household and any designated delivery location before contacting the courier directly.

If your order appears to have been damaged during delivery, please retain the item, packaging materials, and shipping box, and contact both the courier and our online store.
For customs holds or delays, please contact the courier or the customs authority in the destination country.

If an order is returned to us due to an extended absence, refusal of delivery, an incorrect or incomplete address, or unpaid customs duties or import taxes, a refund will not be issued.
If you request reshipment, you will be responsible for all return shipping, reshipping, customs duties, and other related charges.

If the courier contacts you, please complete the necessary delivery arrangements within the holding period.

Returns due to customer preference are not accepted.
Incorrect size or color selection, differences from your expectations, and ordering errors are considered customer preference. Please review all product information carefully before placing your order.

If the item is defective or you receive an incorrect item, please refer to “Defective or Incorrect Items.”

If you wish to exchange an item for a different size or color, please contact our online store within seven days of delivery.
Exchanges are accepted only when the item is unused, except for indoor try-on, all tags, labels, and accessories are included, and the requested replacement is in stock.

Customers are responsible for return shipping and reshipping costs for exchanges due to customer preference.
Please refer to “Items Ineligible for Return or Exchange” for exclusions.

If an item is defective or you receive an incorrect item, please contact our online store within seven days of delivery and include photographs clearly showing the issue and condition of the item.
Unused items may be returned for a refund or exchanged.

If you request an exchange, we will confirm the availability of a replacement. If a replacement is unavailable, we will issue a refund.
We will cover the costs associated with returns or exchanges resulting from an error on our part.

Except in cases of an initial defect or incorrect delivery, returns and exchanges cannot be accepted for:

・Items returned eight or more days after delivery
・Items that have been used, altered, washed, or cleaned, excluding indoor try-on
・Items with missing or discarded tags, labels, or accessories
・Items damaged, stained, or affected by odors while in the customer’s possession
・Sale items, pre-order items, and custom-order items
・Items marked as non-returnable or non-exchangeable on the product page
・Underwear, socks, and other hygiene-sensitive items

Before returning an item, please contact store@rocky-mountain-featherbed.com.
Returns sent without our prior approval or cash-on-delivery returns not specifically authorized by us will not be accepted.

For exchanges due to customer preference, we do not provide return labels or arrange collection. Customers are responsible for arranging the return shipment.
After inspecting the item, we may be unable to accommodate your request. As inventory is shared with our physical stores, a replacement item may no longer be available.

Refunds will be issued to the original payment method and in the original currency used for the order. Refunds cannot be issued to a different credit card or payment method.
After the refund has been processed, a refund notification email will be sent to the email address provided at checkout.

The time required for a refund to appear on your statement varies depending on the payment service or card issuer. Please contact your payment provider or card issuer for details.
For purchases made in a foreign currency, exchange-rate fluctuations may result in a difference between the original payment amount and the refunded amount.

Account registration is free, with no annual or renewal fees.
Creating an account allows you to view your order history and complete future orders more easily using your saved shipping information.

You may also place an order as a guest without creating an account.
Please use the login page to access your account.

Your name, address, telephone number, and other account information can be reviewed and updated through your account page after logging in.
For information that cannot be changed through your account page, such as your email address, please contact our online store.

Changes made to your account information after placing an order will not be applied to an existing confirmed order.

Select “Forgot your password?” on the login page and enter your registered email address.
A password reset email will be sent to you. Please follow the instructions in the email to create a new password.

If you do not receive the email, please confirm that the email address was entered correctly and check your spam folder and email settings.

To request deletion of your account, please contact store@big-yank.com using your registered email address.
After confirming your identity, we will provide instructions regarding account deletion.

Some order information may be retained for a certain period when required by law or for legitimate business purposes.

For questions about products or orders, please use our Contact page or email store@rocky-mountain-featherbed.com.
For questions about an existing order, please include your order number and the name used to place the order.

Depending on the nature of your inquiry, it may take some time for us to respond.
Inquiries received on Saturdays, Sundays, public holidays, or company-designated holidays will be answered in order from the next business day.

To request maintenance or repairs, please email store@rocky-mountain-featherbed.com with the product name and photographs clearly showing its condition.
After reviewing the item, we will advise you whether it can be repaired and provide information about the cost.

Repairs may not be possible depending on the condition of the item. Please refer to our “Maintenance” page for details.

For wholesale, new business, or product distribution inquiries, please contact sales@35summers.com.
Please include your company name, store name, contact person, and details of your inquiry.

For questions about online orders or products, please use the Contact page or customer service email address for the relevant online store.

Our online store uses SSL encryption and takes appropriate measures to protect the personal information entrusted to us.
For details about how we handle personal information, please refer to our “Privacy Policy.”

For a safe and comfortable shopping experience, we recommend using the latest version of one of the following browsers:

・Google Chrome
・Safari
・Microsoft Edge
・Mozilla Firefox

Some pages or features may not display or function correctly depending on your browser, operating system, or device settings.
If you experience an issue, please update your browser or try another supported browser.

Our online store allows you to change the display language and currency.
Product prices, available payment methods, and shipping options may vary depending on the selected country, region, or currency.

Before completing your order, please confirm the displayed currency, product prices, shipping fee, and total payment amount.