Frequently
Asked.

emptyTRIP is a clothing rental service designed for travelers visiting Japan. We deliver curated outfits directly to your hotel before you arrive, so you can travel with an empty suitcase and explore Japan in style — without the burden of heavy luggage.

It's simple: 1. Choose a plan (Family Set, Pair Set, or Single Set) 2. Select your preferences — gender, size, and season 3. We curate outfits from our available inventory 4. Items are delivered to your hotel before check-in 5. After your trip, place items in the provided bag and leave at the front desk That's it — no shopping, no heavy bags, no hassle.

We currently deliver to hotels in the Tokyo metropolitan area. We're working on expanding to Kyoto, Osaka, and other major cities. Please check our booking page for the latest coverage.

Absolutely. Every item undergoes professional eco-friendly cleaning and a rigorous quality check after each rental. We guarantee a "like-new" freshness for every emptyTRIP guest.

Our service is rental-only. All items must be returned at the end of your stay. If you fall in love with a particular piece, please contact us — we may be able to arrange a purchase in some cases.

We offer three sizes: M, L, and XL — all based on Japanese sizing. Japanese sizes run approximately one size smaller than US sizes: • Japanese M → US S • Japanese L → US M ← Most guests choose this • Japanese XL → US L If you normally wear a US M, we recommend selecting L. When in doubt, sizing up is always the safer choice for a comfortable fit.

During the booking process, you'll be asked to enter your height, weight, and preferred fit (regular or relaxed). Based on your input, we'll recommend the best size from our M / L / XL options. As a general guide: • Under 165 cm / 60 kg → M • 165–178 cm / 60–80 kg → L (most popular) • 178 cm+ / 80 kg+ → XL Not sure? Go with L — it's our most versatile size and works well for the majority of travelers.

We do our best to match items to your measurements, but if something feels off when you arrive, please contact us immediately via the chat on our booking page. Depending on availability, we'll arrange a size exchange as quickly as possible so your trip isn't affected. Your comfort is our priority.

Yes! Our Family Set plan includes children's clothing. During booking, you'll be able to specify the number of children and their approximate ages/sizes. We'll curate age-appropriate outfits for the little ones too.

Absolutely. We use Yamato Transport (ヤマト運輸), Japan's most trusted courier service, for all round-trip deliveries — ensuring safe, reliable delivery every time. Here's how we keep you fully informed: • Tracking number — After your items are shipped, we'll email you your Yamato tracking number so you can monitor your package in real time. • Arrival notification — Once your luggage is delivered to your hotel, we'll send you a delivery completion email right away. In the unlikely event of a delay: • We will arrange a free-of-charge replacement and guarantee delivery to your hotel by your check-in date — no extra cost, no stress on your end.

We aim to deliver your items to your hotel before your check-in time. Please ensure your booking includes your hotel name, address, and check-in date. We recommend booking at least 3 days before your arrival to ensure smooth delivery.

It's effortless. Just place the items back in our provided bag and leave it at your hotel's front desk with the pre-paid shipping label we provided. No extra fees or complicated paperwork required.

No problem. Simply leave the bag with the pre-paid label at the hotel front desk before you check out. The hotel staff will handle the rest. If you have any concerns, contact us and we'll coordinate directly with the hotel.

Extensions may be possible depending on availability. Please contact us at least 2 days before your original return date to request an extension. Additional charges will apply for extended rental periods.

We offer three plans: • FAMILY SET ($280) — For 2 adults and 2 children. Perfect for families exploring Japan together. • PAIR SET ($160) — For 2 adults. Ideal for couples or friends traveling together. • SINGLE SET ($99) — For 1 adult. Great for solo travelers who want to pack light. All plans include round-trip delivery, professional cleaning, and a curated selection of outfits.

Each plan includes: • Curated outfits based on your preferences (gender, size, season) • Round-trip delivery via Yamato Transport • Pre-paid return shipping label • Professional cleaning of all items • Email tracking and delivery notifications The number of outfits varies by plan. Details are shown during the booking process.

During booking, you can specify your preferences including gender, size, and season (spring/summer or autumn/winter). We'll curate a selection based on what's currently available in our inventory. While we can't guarantee specific items, we always aim to match your style preferences.

Cancellations made more than 7 days before check-in are free. Cancellations within 7 days may incur a fee. Please refer to our terms of service for detailed information.

We understand that accidents happen during travel. Standard wear and minor stains are covered by our service at no extra charge. For significant damage or loss, a damage fee may apply. Please refer to our Terms of Use for the full damage policy. When in doubt, just contact us — we're always happy to discuss your situation.

If an item is lost, please contact us immediately. A replacement fee equivalent to the item's value will apply. We recommend keeping all items together in the provided bag when not in use to avoid misplacement.

Please contact us right away via email or the chat on our booking page. We'll do our best to arrange a replacement based on current availability. Your satisfaction is our top priority, and we want to make sure your trip goes smoothly.

You can reach us through: • The chat widget on our website (fastest response) • Email via the Contact form on our homepage We aim to respond within a few hours during business hours (Japan Standard Time). For urgent matters during your trip, the chat widget is the quickest way to reach us.

After selecting your plan on our website, you'll be redirected to our secure Shopify checkout page. We accept all major credit cards including Visa, Mastercard, JCB, American Express, and Diners Club.

Yes, absolutely. All payments are processed through Shopify's secure checkout system, which uses industry-standard SSL encryption. We never store your credit card information on our servers.

You'll be charged at the time of booking confirmation. Your order is confirmed once payment is successfully processed and you receive a confirmation email.

Modifications (such as changing your hotel or check-in date) may be possible if requested more than 7 days before your arrival. Please contact us as soon as possible with your booking details and the changes you'd like to make.