Frequently Asked Questions

Duty Free Goods are items you can buy without paying taxes. Items sold at our shops are kept in a duty free area, which means they are not yet imported into Japan or specially prepared for personal export. You can get a lower, duty free price if you take these items abroad with you. Duty free goods are only treated as duty free when they are taken abroad.

Anyone departing overseas is eligible to make a purchase. If you are departing from Narita Airport, please be sure to stop by Fa-So-La duty free shops after passing through the departure inspection.
*Alcohol and tobacco products cannot be purchased by persons under the age of 20.

Duty free goods are only exempted from duty if the customer takes them out of the country after purchase and takes them abroad. Delivery to homes and other locations is not available.

Arrival Duty Free Shop is designed to allow passengers on international flights to purchase duty free items upon arrival in Japan. Picking up for your pre-order is not available here.

The operating hours vary for each store. Please check the opening hours of each store from the " SHOP SEARCH " menu on the Fa-So-La SHOPS Official Website.

The duty free allowance refers to the range within which goods can be brought into each country without being subject to taxation. Since there is a duty free limit for items you can bring in, if you exceed the duty-free limit, you may be subject to taxes, confiscation, fines, etc. In any case, our company cannot be held responsible, so please check with the airline, travel agency, embassy, etc., before making your purchase.

When returning (or entering) Japan, there is also a "duty-free allowance." For information regarding the duty-free allowance when entering Japan, please check the Customs website .

Membership registration is required for pre-order. Please complete the new Membership Registration and proceed with your order.

Registering as a member gives you access to your order history and a list of your favourite products. You can also enter to pre-order lottery-only items, which can only be applied for by members, and if you win, you can purchase valuable products!

The login ID is the email address you entered during membership registration. The password is one that you set yourself, consisting of 'uppercase English letters, lowercase English letters, numbers, and symbols,' with a length of 10 to 20 characters. If you forget your password, you can reset it from the login page.

After logging in , you can proceed to change your details or cancel your membership on your account.

If you place an order through our website, you will get a 5% off from the sticker prices in shops at checkout.
*The following brands/products are excluded from this offer.

< No discounts for these brands / products >
・Cosmetics & Fragrance : ADDICTION, ALBION, CHANEL, DECORTÉ, DIOR, DIPTYQUE, Elegance, HERMÈS, JILL STUART, POLA
・Liquor & Tobacco: SUNTORY, Heated tobacco products(devices & Accessories), IQOS, Chinese cigarette, Wine

* No discounts on products not listed on the pre-order website.
* This discount cannot be used with other discounts. (e.g. JAL Card discount ).

Pre-orders can be accepted from one month prior to the departure date until 1:00pm two working days before. For more information, please refer to "Available date to pre-order" on the USER'S GUIDE page . Please note that you cannot place an order if your departure date and flight number has not been decided.

Follow the steps below to pre-order.
1) Register as a member → 2) Select products and Place an order → 3) Receive an Email processing your pre-order → 4) Receive an Email confirming your pre-order → 5) Visit our shop on your departure date, then Pay and Pick up your items.
For more information, please refer to "How to pre-order and pick up your item" on the USER'S GUIDE page .

An automatic email notification processing your pre-order will be sent shortly after you have placed an order. If you do not receive the email, it has probably been sorted into your spam folder or you may not be able to receive emails from us due to your junk email settings. Please check your email settings accepts to receive emails from '@fasola-shop.com'.
* If you wish to have your acceptance email resent, please contact us via the inquiry form, providing your name and email address as entered during member registration, and state that you are requesting a resend of the email notification processing your pre-order.
* Please note that while you can also check the status of your application through your account, any notifications regarding situations where we are unable to provide the desired quantity will be sent via a completion email "【Fa-So-La】Your pre-order confirmed", so please ensure your email settings allow for receiving our messages.

You can request to cancel up to 1:00pm two business days before your departure date from your account .
* If you wish to make a request after the application deadline, please contact us via the inquiry form, providing your 14-digit order number and departure date. Please note that if you do not cancel your order and also do not visit our shop, it will be treated as a cancellation.

After making a reservation, partial cancellation or changes to the items via your account are not accepted.
・If you wish to cancel a part of the items, please inform the staff at the shop on the day of your departure that you do not need those items.
・If you wish to change a part of the items, please place an additional order for the desired items and inform the staff at the shop on the day of your departure that you do not need the unwanted items, as mentioned above.
* New orders can be placed until 1:00pm two business days before the departure date.
* If you have multiple orders, please provide all order numbers to the staff when picking up your items.

To add items, please make a new order.
* You can make a new order up to 1:00pm two business days before your departure date.
* You cannot be added to your existing order.
* If you have multiple orders, give all order numbers to our staff when you pick up your order.

If you do not show up on the day, all your orders will be cancelled. You may request a cancellation on your own from your account up to 1:00pm two business days before your departure date.

Our flexible service allows reservations even if the member and the traveler are different persons.
In this case, please ensure to fill out the "Name of person who come to pick-up counter" field on the Fill Out Form of ORDER INFORMATION page.
* In the case of lottery sales, only the member can pick up the products.

Please click here to find out where you can pick up your order items.
You can also check your order history on your account or in the email confirming your pre-order.

You will be asked for the '14-digit order number' and the name in the email confirming your pre-order. Please tell the shop staff when you visit the shop.
* If you have placed multiple orders, please provide us with all order numbers.

Please note that we cannot accept pre-orders for items not listed on the website.

When pre-ordering, you need to enter 1) terminal, 2) airline and 3) flight number in use, so please apply after confirming your flight number.

For passengers with transit flights, there are restrictions on liquids carried on board.
For more information, please refer to the Restrictions on Carry-on Liquids on International Flights .

The following payment options are available to pick up your order at the shop.
* No prepayment is required on the website.
Cash (Japanese yen, US dollars)
Credit cards,
UnionPay cards,
Electronic money (nanaco, WAON, Suica, PASMO, Rakuten Edy, iD, QUICPay, etc.)
QR code payment (WeChat, Alipay, Alipay+, Rakuten Pay, PayPay, d-pay, au PAY, LINE Pay, Melpay, etc.)

Due to price changes or other reasons, duty free prices are subject to change without prior notice. Please note that you will be asked to pay the price indicated on the day of your departure.
*"5% OFF Pre-order Discount" will be applied at the time of payment on the day.

Discounts are available when paying with a JAL Card or showing your JAL Card and paying in cash. However, some brands and shops are excluded from the discount, so please click here for more details.
*This discount offer cannot be used together with any other coupons or discount campaign offers.

Due to duty-free products, no returns or exchanges can be accepted. Thank you for your understanding in advance. In case of a defective product, please
contact us .
* Please provide the date of purchase and the invoice number (as shown on the receipt) in the "Inquiry Contents" field.

Order items can only be picked up at the shop for international departures from Narita Airport. Please note that you cannot pick up them on arrival in Japan.