Contact Us

1. Contact Methods

We are available to support every customer and ensure a clear, smooth and transparent shopping experience through the website.

Customers may contact our store for any enquiries related to orders or services using the following channels:

Email: partnership@pineuplab.com
Phone: +81 (709) 384 29 09
Address: A101, PARK HEIM, 3-17-13 HIGASHIYAMATA, TSUZUKI-KU, YOKOHAMA-SHI, KANAGAWA 224-0024, JAPAN

Email contact is recommended for faster and more easily traceable handling of requests.

2. Service Hours

Customer support is available from Monday to Friday, 8:50 AM to 3:50 PM, excluding public holidays in Australia.

During these hours, our team is available to provide assistance regarding orders, deliveries, returns and after-sales support.

3. Types of Enquiries Handled

Support is available for:

Information about products available on the website
Assistance with ongoing or completed orders
Resolution of delivery-related issues
Requests for returns, exchanges or refunds
Feedback, suggestions or reports regarding the shopping experience

4. Response Time and Commitment

We are committed to responding to all enquiries as promptly as possible, with clarity, professionalism and a solution-focused approach.

Each message is carefully reviewed to provide a complete and appropriate response.

Our goal is to deliver a reliable, transparent and attentive service at every stage.

5. Operational Information

Service Area: Australia

Support Priority: Requests related to active orders or ongoing deliveries will be prioritised.

Effective communication is a key part of the shopping experience.
Each enquiry is treated as an opportunity to improve our services and better meet customer needs.