FAQ

When you find the product you want, select the specifications and click "Add to Cart".

[Cart screen]

・Whether to gift wrap or not ・Use points (Only for registered members. Please enter the number and press the "Use points" button.)
・Enter date and time if specified (if not entered, ship as soon as possible)
Click "Proceed to checkout".
*Please note that if you write this in the order notes (remarks section), your order will be shipped after confirmation, so shipping may be delayed.

[Payment screen]

If you are not logged in, log in and enter your delivery address.
If you have a coupon code, enter it.

Once you have confirmed that the discount has been applied, click "Proceed to Select Shipping Method". Select the shipping screen and click "Proceed to Payment". Select a payment method and confirm the billing address. If the recipient is different from the orderer (e.g. for gift shipping), select "Use a different billing address". Once you have completed the payment, your order is complete.

An order confirmation email will be sent to your registered email address, so please check it.
*For products that are in stock, orders placed before 12:00 will be shipped on the same day, and orders placed after 12:00 will be shipped the next day.
You can specify a delivery date, but if no date is specified we will ship as soon as possible.

For products that are in stock, orders placed before 12:00 will be shipped on the same day, and orders placed after 12:00 will be shipped the next day. You can specify a date and time, but if you do not specify a date and time, we will ship the product as soon as possible.
*Please note that if you write this in the order notes (remarks section), your order will be shipped after confirmation, so shipping may be delayed.

• credit card
• Amazon Pay
• Google Pay
• Apple Pay
• Pay Later

Credit card *If the total purchase amount exceeds 300,000 yen (excluding tax), credit cards cannot be used.

Pay Later

• No credit card or prior registration required.
• Just enter your email address and mobile number and shop now.
• No matter how many times you shop in a month, you can pay in one lump sum the following month.
• Payment should be made by the 27th of the following month via convenience store payment, bank transfer, or direct debit (withdrawn on the 27th).

[How to use]
① Select "Pay Later" as your payment method and enter your email address and mobile number.
② Enter the 4-digit authentication code sent via SMS to complete your purchase.
③ You will be notified of the billing amount via email and SMS between the 1st and 5th of the following month.
④ Please pay by the 10th of the following month via convenience store payment, bank transfer, or direct debit.

[Regarding fees]
Direct debit: Free Bank transfer: Varies by financial institution Convenience store payment: Up to 356 yen (tax included)

In addition, if you verify your identity through the Paidy app, you can take advantage of convenient features such as the option to pay in three installments with no fees* and set a budget to prevent overspending.

Download the Paidy app here
App Store: https://apps.apple.com/jp/app/paidy/id1220373112
Google Play Store: https://play.google.com/store/apps/details?id=com.paidy.paidy
*Only bank transfers and direct debits are free.
**Only available for purchases of 3,000 yen or more per transaction

All shipments are sent by Yamato Transport Co., Ltd.
Once the product is ready to be shipped, we will send you a shipping email with the tracking number. You can check the shipping status by entering the tracking number in the "Yamato Transport Parcel Inquiry System" .

You can also check by entering the invoice number we provided to you in "xxxxxxx" at the URL below.

http://jizen.kuronekoyamato.co.jp/jizen/servlet/crjz.b.NQ0010?id=xxxxxxx

*Please note that we do not deliver to business offices.

If you have any inquiries regarding "changing the delivery instructions" or "changing the delivery address" after the product has been shipped, or "the product has not arrived by the specified time", please check the shipping slip number and contact us directly using the details below.

Yamato Transport Co., Ltd. Service Center <br/>Toll free number: 0120-01-9625
Business hours: 08:00-21:00

Please note that in order to prevent duplicate issuance, we do not issue receipts or include them in your package.
Receipts can be issued from the "Purchase Completion Page" or "Order History" on your My Page.

We take great care in managing our products, but in the unlikely event that the product you receive is the wrong product, the wrong quantity, or a defective product, we will replace it at our expense. In that case, we apologize for the inconvenience, but please contact us. However, please note that we cannot accept returns or exchanges after the product has been used or worn.

If the size does not fit or there is any problem with using or wearing the item, but it has not been worn,
If you wish to exchange the item for your own reasons, you may do so by purchasing a new item (within 7 days of arrival). Please return the item at your own expense, and we will refund you once we receive the item.
*Please note that the fees for refunds will also be borne by the customer.

Note 1) Please be sure to contact us in advance via the inquiry form regarding return or exchange procedures.
Note 2) Sale items cannot be returned unless there is a defect in the product.
Note 3) We cannot accept returns due to customer convenience.
Note 4) Sale items can only be exchanged if they are in stock.

【Notes】
Please note that if the return is due to a reason other than initial defects, the customer will be responsible for the round-trip shipping costs and handling fees.

For more information, please see the "Returns and Exchanges" section of our User Guide.

■ When caused by our company

If the product is defective or faulty, we will accept returns or exchanges at our expense.
After receiving the product, please contact us within 7 days via "Order History".
*If replacement stock is not available, a refund will be provided.

■ In case of customer convenience

<Returns and exchanges>
We cannot accept exchanges for reasons such as "the product was different from what I expected," "the size doesn't fit," "I ordered the wrong product," or other reasons.
We will handle the matter by returning the item and refunding the purchase price. Please place a new order for the item you want.
Please check the "Non-returnable conditions" before returning the product. After we confirm the return of the product, we will promptly process the refund.
*Please note that we cannot accept exchanges even if the item has just been ordered or before it has been shipped.
*Please note that we cannot accept exchanges or returns for "lucky bag, sale items, or non-returnable items."

For more information, please see the "Returns and Exchanges" section of our User Guide.

Our shipping is outsourced to a delivery service. Orders are accepted 24 hours a day, 365 days a year through an automated system, and shipping begins immediately.
Therefore, we cannot accept cancellations or changes to your order, even immediately after it has been placed. Thank you for your understanding.
In addition, on Saturdays, Sundays, and holidays, we are only open for delivery operations, and we cannot respond to inquiries or changes or cancellations to orders made over the phone.
If your order is cancelled due to an extended absence or refusal to accept it, we may refuse to allow you to use our online store in the future.

【Notes】
If you return the product for your own reasons, you will be responsible for the return shipping costs and handling fees.
Please be aware of this in advance.

For details, please see " Changing or cancelling your order " in the User Guide.