Please log in to SELFOTO and check your order history on My Page. The current status will be displayed.
If there are orders that are not included in your order history, the following may be the cause.

• Your order was not completed for some reason (for example, you pressed the "Cancel" or "Back" button before confirming your order).
• You placed the order using another account (email address). (If you received an order completion email, please log in to your My Page using that email address.)
• You have multiple order history pages and are currently viewing another page.
• The order was canceled by the studio.

We regret to inform you that we are unable to accept cancellations after an order has been completed.
Please note that if the studio determines that it is not possible to print the photos you selected, your order will be canceled.

You can change your shipping address and payment method within 12 hours of placing your order. Please include your order number in your request via the Contact Form.
We regret that we cannot change the size, quantity, margins, payment method, or shipping method.

For items delivered by mail, a printed delivery note is attached, so please check that.
For items delivered by email, a PDF delivery note is attached, so please check that.
If you need a receipt, please request it via the Contact Form with your order number.

• In the event of a defect in the manufacturing process
  If the product you received is defective (stained, damaged, etc.), please contact us within 8 days of receiving the product via the Contact Form, providing your order number and details of the defect.
  We will exchange the product for a non-defective one.
• Returns due to customer convenience
  Returns for the following reasons are generally not accepted.
  • I would like to change to a different product.
  • I would like to change the margins or quantity.
  • It's not what I imagined. (Color and brightness can be adjusted for photo prints only. For details, please refer to the instructions attached to your delivery.)
  • I placed multiple orders and received duplicate items.

The email address you registered may be incorrect. Please change your email address on My Page. Your email address will be sent to you via email after you change it.
Also, if there are no errors in your registration, please check the following possibilities:

• The email was sent to your spam folder.
• The email containing the URL was treated as spam.
• The mailbox was full when the email was sent and could not be received.
• Domain-specific permission has not been enabled.
  If you have domain-specific reception enabled, be sure to register the "selfoto.jp" domain.

If the aspect ratio of the photo and the printing paper differ, "with margins" will prioritize the photo's aspect ratio and add white margins to the edges of the paper.
"without margins" will prioritize the paper's aspect ratio and slightly enlarge the photo so that it fills the entire page.
If the subject is unnaturally cut off when there are no margins, the studio will edit the photo to avoid the unnatural appearance.

You can order photos of different sizes at the same time. There is a field on the photo selection screen where you can specify the quantity of each size.
You cannot order different products, such as photo prints and data downloads, at the same time. Please complete your order for each product separately.

You can order from just one item.

We apologize for the inconvenience, but please place a new order.

There are no restrictions, so you can order as many items as you like.

Yes, you can. A screen for entering the shipping address will appear on the order screen, so please enter it there.

Unfortunately, we are unable to print dates or text on photos.
Please note that the event organizer may specify that the event logo may appear on the photo.

White borders are available for photo prints only. A screen for specifying margins will appear on the order screen, so please specify your preference there.

Depending on your monitor settings, there may be slight differences in color between the displayed image and the printed result.
Please note that the photos displayed on this website do not reflect any adjustments to brightness or color made by the photographer, so the brightness and color of the actual product may differ.

If you haven't received the password reset email, please check the following.

• If your membership registration has not been completed, your address will not be registered, and you will not receive an email even if you complete the password reset procedure. Please register on the new member registration page.
• Even if you have completed your membership registration, please note that if you enter an email address other than the one you registered, you will not receive the password reset email.
• When entering your registered email address on the password reset screen, please make sure there are no unnecessary spaces before or after it. Also, please enter your email address using half-width alphanumeric characters.

If you have completed your membership registration and have not received the password reset email even though you entered your registered address correctly, please check the following.

• The email has been sent to your spam folder.
• The email containing the URL has been treated as spam.
• Your mailbox was full when the email was sent and could not be received.
• You have not enabled domain-specific reception.
  If you have enabled domain-specific reception, be sure to register the "selfoto.jp" domain.

If the email address you entered is correct, it means you have previously registered with the same email address. Please try logging in. If you do not know your password, please try resetting it.

• You cannot register a new membership with the same email address.
• If you change your email address to a new one and place a new order, your membership information will be registered twice.
• If you accidentally registered with two email addresses, you can merge your membership information. Please contact us using the Contact Form with both email addresses.

If the email address you entered is correct, it means you have previously registered with the same email address. Please try again by clicking "Login." If you are unable to log in, the following may be the cause. Please check.

• Email Address
  • Did you enter your email address using half-width alphanumeric characters?
  • Does your email address contain spaces?
  ※If you think you may have entered your email address incorrectly when registering, please contact us using the Contact Form.
• Password
  • Does your password contain spaces?
  • Is your keyboard's Caps Lock on?
  • Please check that you have entered the wrong characters ("1", "I", "l", "O", and "0") correctly.
  • Is your input mode set to "Hiragana" (full-width input)?
  If you are unable to log in despite the above issues or have forgotten your password, please try resetting your password.

You can change your email address from My Page, so please try doing so.
You will be prompted to enter your name and address when ordering, so please make the changes there.

You can change your password from My Page, so please try doing so.

We apologize for the inconvenience, but please contact us using the Contact Form, including your registered email address.

There is a password reset option on the login screen. Please reset your password there.

As of March 2025, we accept credit cards and bank transfers.

A packing slip is usually included. If you do not need a packing slip included, please contact us via the Contact Form with your order number.

Items ordered within 24 hours of the first order will be shipped together. Shipping charges will only apply to the first order.

Estimated delivery times are displayed on each product page. Please refer to this.

The tracking number was included in the shipping confirmation email, so you can check it on the Japan Post website using that.

You can change your address within 24 hours of placing your order. Please contact us via the Inquiry Form with your original address and order number.

Yes, you can. Please note that shipping fees differ from those for domestic shipping in Japan.

There are two possible reasons. Please check.

• Your order is incomplete.
  If you log in and there is no order history on your "My Page," your order has not been completed. Please start your order from the beginning.
• There is an error in your registration information.
  If your address or name does not match the address you provided, the item will be returned to the studio. You will be notified by email.
  In that case, you can have the item resent by replying with the correct shipping address and paying the shipping fee again.