Shipping policy
■Returns and cancellations
□Returns and cancellations
As a general rule, we do not accept changes to your order, exchanges or returns of products after your order has been confirmed.
□ Exceptions to returns
As an exception, after receiving the productWithin 30 daysIf so, we will only accept exchanges or returns if the product you receive is different from the one you ordered or if there is a defect in the product.
If the above applies, we will cover the shipping costs for the return.
Please contact us using the inquiry form, providing a description of the product's condition and a photo of the product.
□ If the item does not fall under the return exceptions
Please note that the following items cannot be returned or exchanged:
・Used products
・Products that are missing tags, packaging, or other accessories ・Products that are damaged
・If you don't have a receipt (purchase details/credit card sales slip/return card)
・Products that have been scratched, damaged or soiled by the customer
- Products purchased for the purpose of resale (including cases where we determine that the purpose is resale)
・If excessive returns or exchanges are repeated
・If you are requesting a return or exchange of 50 or more items of the same product number ・If the product is different from what you expected
*We cannot accept returns for products that have been intentionally damaged or soiled.
□About cancellations
Since our system automatically transitions to shipping immediately after your order has been confirmed, we are unable to cancel or change your order after it has been confirmed.
As we are selling new products, we would like to ask you to please double check that you are purchasing the correct product before enjoying your shopping.
□ About cancellations due to order floods and out-of-stock items
When we receive a large number of orders, there are cases where you may be able to order more than the number of items in stock due to the payment system.
If this occurs, we may cancel your order even if payment has been confirmed after the item became out of stock.
If we cancel we will contact you by email and refund all payments made.
Please be aware of this.
□Cancellation due to suspected fraudulent credit card use
Please note that if we detect any suspicion of fraudulent credit card use after your order has been confirmed, we will cancel your order.
■Shipping and handling charges
□About delivery and shipping charges
Standard shipping will arrive within 3 to 14 business days from the date of order.
Please note that we are not responsible for any delays in delivery that occur through no fault of ours.
*The estimated shipping date may vary depending on the product. Please check each product page for details.
*Please note that pre-ordered items will be produced after receiving your order, so delivery will take some time.
□ Exceptions
It may take longer than 14 days if there is advance notice of a shipping delay, if there are long holidays such as national holidays, Obon holidays or New Year's holidays, or if there is a large number of orders due to new product sales, etc.
□ Delivery method and designation
Currently, we are unable to specify a day of the week or a delivery time.
We apologize for the inconvenience, but once you receive the email confirming that your order has been shipped, please contact the designated delivery company.
If you are not at home when the product is delivered, the delivery company will leave a notice of absence. In that case, you will be asked to specify a convenient time to collect the product.
ーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーー
[Shipping information for each major shipping carrier]
・Yamato Transport Co., Ltd.
http://www.kuronekoyamato.co.jp/ytc/customer/
*You cannot specify the shipping method.
ーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーー
Regarding international shipping
Currently, we do not ship overseas. We are preparing to ship overseas using EMS etc. in the future. Thank you for your patience.
□ Regarding cash on delivery
We currently do not offer cash on delivery, purchases can only be made through the store.
Regarding incorrect address, phone number, or email address
If the shipped item is returned due to an incorrect address or long absence, your order will be cancelled. If you would like to purchase the item, we apologize for the inconvenience, but please place your order again.
* In case of cancellation, we will refund the amount you paid. (You will be responsible for the round-trip shipping costs.)
*Please note that the item will be returned to stock once it is returned, so even if you place a new order, there may be cases where the item is out of stock and cannot be prepared.
*Please note that if we find out that your order was cancelled due to malicious acts such as intentionally entering a non-existent address, intentionally not receiving the product and treating it as returned, or intentionally not receiving the product for a long period of time and treating it as absent, we may cancel future transactions or be unable to refund your money. Please also note that if we find out that you have engaged in such malicious acts, we may take criminal or civil legal action.
□Examples of mistakes
In particular, we have seen many mistakes such as the following. Please make sure to enter the correct address.
- post code
・The details of prefecture, city, ward, county, and town are not listed even though they officially exist.
・Kanji, hiragana, and katakana are not written based on official information
・The name of the apartment or condominium is not stated (only for those who live in an apartment or condominium)
・Apartment/condominium number not listed (only for those who live in an apartment/condominium)
・Street address information is not provided
・The address is not addressed to your home (e.g. it is addressed to a post office)
The postal code is not entered correctly.
- The number of digits in the postal code is different from the correct one.
No address information provided
・A non-existent address is registered
Only the company name is listed
・The address is written in a language other than Japanese
- telephone number
・Only the area code is listed (e.g. only 080)
- The number of digits in the phone number is incorrect (one digit too many, one digit too few, etc.)
・A non-existent phone number is registered
・An overseas phone number is registered (currently only phone numbers available in Japan can be used for delivery information)
・The phone number is written in something other than numbers (e.g. Chinese numerals are used)
- email address
・The email address is not valid.
・You are using an email address that cannot check or respond to emails sent by our company.
■ Contact Us
□ Contact information
To prevent the spread of coronavirus, we do not have a telephone hotline.
For this reason, we limit the ways we can contact you.
We are currently providing support via chat.
□ If you cannot receive emails
All automatic notification emails will be sent from this address. >> Sender address included
First, please check to see if the email has arrived in your junk mail or spam folder.
Please note that there are many cases where automatic notification emails are not received, especially with mobile carrier email and iCloud email, due to strict email exclusion settings.
Please check the following two points before contacting us.
・Removing domain restrictions
- Check your spam email settings and change them
If you are unable to check this email for your own reasons, we cannot take responsibility for items that cannot be shipped due to incorrect registration information or items that are returned due to incorrect receipt, so please check again for any notifications.
■Resale
□ Regarding resale
Please check our social media for information regarding our products.
■Receipt
□ Regarding receipt requests
The order confirmation email will serve as your receipt.
As a general rule, we do not issue individual receipts.
■Gift wrapping service
□ Regarding gift wrapping service
Currently, we do not offer gift wrapping services.
If you are purchasing an item as a gift, we ask that you please wrap it yourself after purchasing the item.