Frequently Asked Questions 

Last Updated: September 11, 2026

This FAQ applies to purchases made through xsdfr.shop, operated by コスモス商事株式会社 under the brand xsdfr.

Our online store currently serves customers in Germany and Austria.

1. Where do you deliver?

We currently deliver to eligible addresses in:

• Germany
• Austria

Delivery availability may depend on:

• Destination address;
• Postal code;
• Local carrier coverage;
• Product availability;
• Legal or regulatory restrictions; and
• Other genuine logistical limitations.

The delivery options available for your order will be shown or confirmed during checkout.

2. How long does delivery take?

For standard deliveries to Germany and Austria, estimated transportation time after dispatch is generally:

5–7 business days.

This does not include the order-processing period.

The typical total estimated delivery time is therefore approximately:

6–9 business days from order confirmation.

Delivery may occasionally take longer because of:

• Public holidays;
• Carrier delays;
• Severe weather;
• Transportation disruption;
• Customs or regulatory procedures where applicable; or
• Other circumstances outside our reasonable control.

3. How long does order processing take?

Orders are generally processed within:

1–2 business days after they are successfully placed and confirmed.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

4. Do you charge for shipping?

We currently provide free standard shipping to Germany and Austria.

For eligible standard orders:

Standard Shipping Fee: €0.00

Any optional service that carries an additional charge will only apply where the service is actually offered, selected by the customer and clearly disclosed before the order is completed.

5. How can I track my order?

Once your order has been dispatched, tracking information may be sent to the email address used when placing the order.

Where available, your shipping confirmation may include:

• Carrier name;
• Tracking number;
• Tracking link; and
• Dispatch information.

Tracking information may take approximately 24–48 hours after dispatch to become active.

If you need help tracking your order, please contact:

Email: support@xsdfr.shop
Telephone: +81 90 5156 1861

6. Do you offer Cash on Delivery?

Yes. Cash on Delivery (COD) may be available for eligible orders in Germany and Austria where this option is displayed during checkout.

If you select COD, payment is made when the parcel is delivered.

COD availability may depend on:

• Destination country;
• Postal code;
• Local carrier coverage;
• Product;
• Order value; and
• Delivery method.

If COD is not displayed during checkout, it is not available for that order.

7. What payment methods do you accept?

The payment methods available for an order are the methods actually displayed during checkout.

Depending on the order, this may include:

• Cash on Delivery (COD); and/or
• Other payment methods offered by the checkout system.

Only payment methods actually displayed during checkout are available for the relevant order.

8. Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

Email: support@xsdfr.shop
Telephone: +81 90 5156 1861

We will try to assist you.

If the order has already entered final processing or has been dispatched, changes or cancellation may no longer be possible through normal order processing.

Any applicable statutory withdrawal or cancellation rights remain unaffected.

9. What should I do if I entered the wrong delivery address?

Please contact us immediately:

Email: support@xsdfr.shop
Telephone: +81 90 5156 1861

If your order has not yet been dispatched, we may be able to update the delivery address.

Once the parcel has been shipped, we cannot guarantee that the delivery address can be changed.

Where permitted by applicable law, reasonable additional costs caused directly by an incorrect or incomplete address provided by the customer may be the customer's responsibility.

10. What happens if my parcel is delayed?

Delivery delays may occasionally occur because of:

• Carrier congestion;
• Public holidays;
• Severe weather;
• Transportation interruptions;
• Incorrect delivery details;
• Border or regulatory controls; or
• Other events outside our reasonable control.

If the estimated delivery period has passed and tracking information has not been updated for an extended period, please contact:

Email: support@xsdfr.shop

We will review the shipment and, where appropriate, contact the relevant carrier.

11. What should I do if my parcel appears to be lost?

If you believe your parcel may be lost, please first:

• Check the latest tracking information;
• Confirm your delivery address;
• Ask household members;
• Check your building reception or mailroom;
• Check any designated collection or safe location; and
• Contact the local carrier where appropriate.

If the parcel still cannot be found, please contact us with your order number:

Email: support@xsdfr.shop

If the shipment is confirmed as lost in circumstances for which we are responsible, the appropriate solution may include:

• Replacement; or
• Refund.

12. What should I do if my order arrives damaged?

Please inspect your order as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, please contact:

Email: support@xsdfr.shop

Where reasonably available, please provide:

• Your order number;
• Description of the damage;
• Photographs of the product;
• Photographs of the outer packaging;
• Photograph of the shipping label; and
• Video showing the issue where appropriate.

Please retain the original packaging until the matter has been reviewed where reasonably possible.

Depending on the circumstances, an appropriate solution may include:

• Repair;
• Replacement;
• Return; or
• Refund.

13. What if I receive the wrong product?

If you receive an incorrect product, please contact us promptly:

Email: support@xsdfr.shop

Please provide:

• Your order number;
• Clear photographs of the product received; and
• A photograph of the shipping label where appropriate.

After reviewing the issue, we may arrange an appropriate:

• Replacement;
• Return; or
• Refund.

14. What if part of my order is missing?

If your parcel arrives with missing products, components or accessories, please contact:

Email: support@xsdfr.shop

Please provide:

• Order number;
• Photographs of all products received;
• Photographs of the outer packaging; and
• A photograph of the shipping label where appropriate.

We will review the issue and provide an appropriate solution.

15. What is your return period?

We offer a 30-day voluntary return policy.

Eligible customers may request a voluntary return within:

30 days after receiving the product.

For a voluntary return, the product should generally:

• Be in the condition in which it was received;
• Be unused or unworn;
• Be complete with original accessories and components;
• Include original tags where applicable; and
• Be in its original packaging where reasonably possible.

Proof of purchase may be required.

Our voluntary 30-day return policy is separate from statutory consumer rights.

16. Do customers in Germany and Austria have a 14-day right of withdrawal?

Yes.

Consumers in Germany and Austria may have a statutory 14-day right of withdrawal for eligible distance purchases.

The withdrawal period generally begins when you, or a third party designated by you other than the carrier, receive the goods.

Where the right applies, the consumer may withdraw from the purchase without giving a reason within the applicable statutory period.

This statutory right is separate from our voluntary 30-day return policy.

For full details, please review our Return and Refund Policy.

17. Who pays the return shipping costs?

For an ordinary change-of-mind return, customers are generally responsible for the direct cost of returning the goods, where this responsibility was properly disclosed and applicable law permits it.

This may apply to:

• Statutory withdrawal returns; and
• Voluntary change-of-mind returns under our 30-day return policy.

However, reasonable return shipping costs will normally not be the customer's responsibility where the return results from:

• A defective product;
• A product damaged during delivery;
• An incorrect product;
• Missing components; or
• Another confirmed fulfilment error attributable to us.

Mandatory consumer rights remain unaffected.

18. How do I request a return?

Before returning any product, please contact:

Email: support@xsdfr.shop
Telephone: +81 90 5156 1861

Please include:

• Your order number;
• Email address used for the order;
• Product you wish to return; and
• Reason for the return.

Please do not send a product back before receiving the applicable return instructions.

19. Where should returns be sent?

Approved returns must be sent according to the return instructions provided by our customer support team.

Please contact us before sending any return:

Email: support@xsdfr.shop

Our registered company address is:

コスモス商事株式会社
神田錦町2丁目11番地
千代田区, 東京都
101-0054
Japan

Our registered company address is our legal business address and may not be the designated return destination for every order.

Please use only the return destination confirmed by our customer support team.

Do not send returned products to the registered company address unless we have expressly confirmed that it is the correct return destination for your order.

20. When will I receive my refund?

For voluntary returns under our 30-day return policy, approved refunds are normally processed within:

10 business days after approval.

Where a customer validly exercises a statutory 14-day right of withdrawal, reimbursement will be handled within the applicable statutory period.

For physical goods, where permitted by law, reimbursement may be withheld until:

• We receive the returned goods; or
• You provide satisfactory evidence that the goods have been sent back,

whichever occurs first.

Your bank or payment provider may require additional time before the refund appears.

If more than 15 business days have passed since we confirmed approval of a voluntary refund, please contact:

Email: support@xsdfr.shop

21. How are Cash on Delivery refunds handled?

Where an order was paid through Cash on Delivery, the payment may have been collected physically by the courier.

Because there may be no electronic payment transaction to reverse, an approved COD refund may be arranged through:

• Bank transfer; or
• Another appropriate method agreed with the customer.

We may request information reasonably necessary to complete the refund.

We will never ask you to send passwords, PIN codes or complete online banking credentials by email.

22. Are VAT or customs charges included?

For orders delivered to Germany and Austria, applicable pricing and tax information will be displayed during checkout.

Where applicable law requires VAT or another mandatory charge to be included in the consumer price, the relevant price information will reflect that requirement.

Because some orders may be fulfilled internationally, customs or import procedures may apply in certain circumstances.

Any unavoidable charge collected by us will be disclosed before the order is completed.

For additional information, please review our Shipping and Delivery Policy.

23. Can I refuse a Cash on Delivery parcel?

If you selected Cash on Delivery and no longer wish to receive the order, please contact us as soon as possible before dispatch:

Email: support@xsdfr.shop
Telephone: +81 90 5156 1861

If the parcel has already been dispatched, the applicable withdrawal, return and refund procedures may apply.

Repeated unjustified refusal of COD parcels may result in reasonable restrictions on future COD orders where permitted by applicable law.

Mandatory consumer rights remain unaffected.

24. How is my personal information handled?

Personal information is handled in accordance with our Privacy Policy.

For customers in Germany and Austria, applicable rights may arise under the General Data Protection Regulation (GDPR) and national data protection laws.

For privacy-related requests, please contact:

Email: support@xsdfr.shop

25. How do I contact customer service?

For product questions, orders, payments, delivery, returns, refunds or other customer-service matters, please contact:

Company: コスモス商事株式会社
Company registration number: 4010001016569
Responsible person: 寺田 武春
Brand: xsdfr
Website: xsdfr.shop

Registered address:
神田錦町2丁目11番地
千代田区, 東京都
101-0054
Japan

Email: support@xsdfr.shop
Telephone: +81 90 5156 1861

When contacting us about an existing order, please include your order number so that we can assist you more efficiently.