- About the product
- About the store
- For Online Shopping
- About Membership Registration
- For online purchases
About the product
Q1: What size range do you handle?
We offer sneakers in sizes ranging from(US11,UK10,eu45,29.0cm) and up, while business and casual shoes are available starting from (US10.5,UK10,eu44).
Q2: How many products do you stock?
Our Gotanda main store carries around 7,000 items, and our Ueno store has approximately 3,000 items in stock.
Q3: What are the price ranges?
Gotanda Main Store ⇒ Business shoes are priced from the 4,000s to about 100,000 yen, and sneakers range from the 4,000s to around 40,000 yen.
Ueno Store ⇒ Business shoes are available from the 4,000s to approximately 30,000 yen, while sneakers are priced from the 4,000s to around 30,000 yen.
Q4: What kind of products do you have?
Gotanda Main Store ⇒ Our product range includes imported brand shoes, business shoes, casual shoes, sneakers, sandals, boots, slippers, safety shoes, rain boots, golf shoes, soccer shoes, socks, insoles, and care products, among others.
Ueno Store ⇒ Our product selection includes business shoes, casual shoes, sneakers, sandals, slippers, safety shoes, socks, insoles, and care products.
Q5: Do you carry regular sizes or women’s shoes?
We do not carry regular sizes or women’s shoes. We exclusively sell men’s larger sizes.
Q6: I have a high instep and wide width. Do you have shoes to accommodate this?
Within our size range, we also offer wide-width shoes (4E, 5E, 6E).
We carry 6E(extra wide) shoes in sizes starting from（US8,UK7,eu43）.
Q7: Can you special order products from manufacturers?
While it’s possible for some products, it’s not feasible for most.
The majority of our products are custom-order sizes, and orders typically need to be placed at least six months in advance. Manufacturers also do not stock the sizes available at our store.
(Please note that we cannot special order NIKE products.)
Q8: Are the products new?
All the products we offer in our store are new. However, for efficient inventory management, we may dispose of certain packaging, which may result in us sending the products in different packaging than the original.
About the store:
Q1: Do you have physical stores?
Yes, we do.
Gotanda Main Store ⇒ Tokyo, Shinagawa-ku, Nishi-Gotanda 2-4-2, Tokai Building 1st Floor, Tel: 03-3494-1192
Ueno Store ⇒ Tokyo, Taito-ku, Ueno 6-16-17, Asahi Seimei Ueno Showadori Building 1st Floor, Tel: 03-6284-4661
Q2: Do you have all the items listed on the internet in stock?
Availability varies between stores.
Please contact us to confirm stock.
If an item is available at both the Gotanda Main Store and Ueno Store, we can transfer it between stores, which typically takes about one week.
Q3: Can I use a credit card for payment?
Yes, you can. Please check here for payment methods.
Q4: Can I place items on hold?
Unfortunately, we do not offer this service.
We have this policy because there have been cases where customers did not come to pick up items they had put on hold, causing inconvenience to other customers.
Q5: Do you offer repair services?
We do not offer repair services at our store.
However, we can refer you to nearby repair shops.
We do provide manufacturer repair services for some brands, so please consult the store for details.
Q6: Can I return a purchase made in-store?
Unfortunately, in-store purchases cannot be returned.
However, if there are any issues, such as defects in the product, please contact the store, and we will assist you.
Q7: I don’t know how to choose the right shoes.
Our staff is here to help, so feel free to visit us, and we’ll provide guidance and assistance.
For Online Shopping:
Q1: How do I place an order?
Please review the ordering process here.
Q2: How long does it take for my order to arrive after I’ve placed it?
Typically, orders placed before 3:00 PM will be shipped the same day. Orders placed after 3:00 PM will be shipped the following day (orders placed on weekends or holidays will be shipped the following business day).
If you choose bank transfer as your payment method, shipping will occur after payment is confirmed.
Q3: How much are the shipping fees and other charges?
Shipping fees vary depending on the total purchase amount.
Orders over 10,000 yen (including tax) are eligible for free shipping within Japan, except for Okinawa. Orders below this amount will incur separate shipping charges.
The payment on delivery fee is a flat rate of 275 yen.
For more details, please see the shipping fees and other charges section on the website.
Q4: Can I place an order by phone?
Yes, you can.
If you place an order by phone, payment options are limited to convenience store payment or bank transfer.
Q5: I’m unsure about the size.
If you’re uncertain about the size, don’t worry. We offer exchange and return options if the size doesn’t fit (shipping costs are borne by the customer). Feel free to contact us for assistance.
We also provide a try-on service.
Q6: Can I return an item if it doesn’t match my expectations after trying it on?
While returns are possible, please note that the customer is responsible for shipping costs and fees.
Be cautious while trying on the item to avoid any damage or stains, as we cannot accept returns for products with visible signs of wear.
Q7: I usually wear a size 30cm(us12) for sneakers. What size should I choose for business shoes?
Sizing can be tricky to determine precisely, but we recommend trying a size around 28.5cm.
If it doesn’t fit, we offer exchanges (shipping costs are borne by the customer),
so please don’t hesitate to contact us for assistance.
For more information on sizing, refer to the “About Sizing” section on the website.
Q8: I’m looking for shoes in sizes not listed on the site. Can I order them?
While it is possible for some products, it’s not feasible for most.
Most of the products we carry are custom-order sizes,requiring orders to be placed at least six months in advance. Manufacturers also do not stock the sizes available at our store.
However,please note that we cannot special order NIKE products.
Q9: I’m not receiving emails.
Typically, we send two main types of emails: “Order Confirmation” emails and “Shipping Confirmation” emails with tracking information. If you’re not receiving these emails, several reasons might explain the issue.
1. If you didn’t provide an email address when placing an order: We can’t send emails if we don’t have an email address.
2. Incorrect email address: If your email address is incorrect, we can’t send emails.
3. Emails routed to spam: Even if you haven’t set up your email as spam, some email providers automatically categorize our emails as spam. This is especially common with Docomo and au mobile email addresses. Please add our domain (@big-b.jp) to your list of approved senders. Consult your carrier’s website for specific instructions.
4. Full mailbox: If your mailbox is full, you might not receive emails. Delete unnecessary emails from your inbox.
If you require the “Shipping Confirmation” email to be resent, please contact our store, and we’ll resend it.
Q10: I have a store point card, and I’d like to earn points.
If you can confirm your identity, we can add points to your card at our store. Please let us know when placing your order.
Q11: I want to cancel my order.
You can cancel your order before it’s shipped. However, after shipping, we can only process returns.
If your order remains unclaimed due to long-term absence or refusal to receive the package, it will be considered a prank order, and we’ll charge you for the round-trip shipping costs and item handling fees.
About Membership Registration:
Q1: I’ve created a store point card. Do I need to register as a member?
If you have created a point card at one of our stores, you can access your membership information online. If you’re unsure how to log in, please contact us or the Gotanda Main Store for assistance.
Q2: I’ve registered as a member online. Can I create a point card?
You can create a point card, but it will require a new member registration. This means your points and purchase history will be separate. We recommend against creating a new point card.
You can use your points even without a physical card, so please inform our staff during your purchase.
Q3: I’ve lost my point card. Can it be reissued?
Unfortunately, reissuing point cards is not possible.
However, you can still use your points even without the physical card. Please contact our staff for assistance.
Q4: How many points can I accumulate?
For in-store purchases:
– Cash payments earn 4% point return.
– Credit card and QR code payments earn 2% point return.
For online purchases:
– You can earn 2% point return.
For online purchases
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