FAQ

For products that are "checking stock," this is displayed when we have reached the planned sales quantity and are considering additional sales, or when there is a cancellation due to non-payment and there is a possibility that the remaining quantity will be resold.

Therefore, you cannot purchase an item while it displays "Checking stock."

In addition, the timing of resale is irregular, so we are unable to answer any inquiries.
Please note that if we are unable to secure stock, the display will be changed to "SOLD OUT."

It is possible that you have settings set up to receive emails from designated domains.
Please set it up so that you can receive emails from noreply@kanekoshouten.jp.
In addition, the order confirmation email is sent automatically from the system, so if you do not receive it, it may be that your settings do not allow you to receive "emails sent from the system", "emails containing URLs", "automatically sent emails", etc. Please check your reception settings.
If you do not receive an order confirmation email, please check your order details in the "Order History" section of your [My Page].

We apologize for the inconvenience, but please check your email reception settings.

Once an order has been completed, it is not possible to add/change order details, change the payment method, or cancel the order.
Please consider carefully before placing your order.

Please select "Same as shipping address" here.
Even if you select [Use a different billing address] and change your address, we will not send an invoice to the changed address.
Please note.

This is a payment agency service.
If you wish to pay at a convenience store, please select this option when choosing your payment method.

You cannot change the delivery address yourself after you have completed your order.
Please be sure to contact us by email using the inquiry form with the following information:

・Please enter your order number and subject: "Request to change delivery address" ・Please enter your inquiry details: "Name, postal code, address, and phone number used at the time of ordering" and "Name, postal code, address, and phone number of the new address"

We will notify you once the change process is complete.
If you do not receive a reply within 3 business days (excluding weekends and holidays), please contact us again using a different email address.
Please note that once we begin preparing your order for shipping, we will not be able to accept any changes.
*It is not possible to change the delivery address to a delivery company office, post office, or convenience store.

We accept credit cards, convenience store payments, Amazon Pay, and smartphone payments.

The number required for payment will be displayed on the screen when you complete your order.
You will also receive an automatic email from KOMOJU with the payment number. *This email was sent from "no-reply@komoju.com".
If you did not take a note of your payment number when you completed your order, and were unable to receive emails from KOMOJU due to domain settings, etc., you will not be able to confirm your payment number. Please place your order again.

If the payment deadline has passed for any reason, we will not be able to accommodate you.
In that case, we will cancel your order and you will need to place a new order.

Once the payment is complete, KOMOJU will send you an email to notify you that your payment has been completed.
If you have email reception settings, please disable the "@komoju.com" filter and set it up so that you can receive emails from no-reply@komoju.com.

Payment will be made after your order is placed, so please check the withdrawal date listed on your statement for the month following the month in which you placed your order, or the month after that.
The name will be shown on your card statement as "Kaneko Shop."
Payment can only be made in a lump sum.

Even if your order is cancelled due to payment expiring, the payment status will be displayed as [Pending].
Please click on the order number to see the cancellation date.

Products that do not have a shipping time listed on the product detail page will usually be shipped within about 2 weeks after payment is confirmed if the payment method is convenience store payment (KOMOJU), or after order confirmation if the payment method is other than convenience store payment.

*This is "shipping" and not "arrival", so the actual number of days it takes for delivery will vary depending on your area and transportation conditions.
*We cannot accept requests for specific delivery dates and times, delivery methods, or special packaging for gifts, etc.
*Products will be delivered by Yamato Transport, Sagawa Express, or Japan Post. You cannot specify the delivery company.

Once your order has been shipped, you will receive an order completion email.
The email will include the shipping company and inquiry waybill number, so you can check the shipping status yourself.
You can also check the shipping status in "Order History" under [Member Information].

If you are not at home when your order is delivered, please follow the instructions on the delivery slip left by the delivery company to receive the item.
If you do not receive the item within the storage period, it will be returned to the sender. Please note that you will be responsible for any shipping fees incurred when re-shipping the item.
If you have not received your order within 3 weeks of your order date (or the expected delivery date for pre-order items), please contact us using the inquiry form on our website.

We cannot accept any returns as orders will be shipped based on order number.

We cannot accept requests for specific receipt dates and times or delivery companies.

Please send a photo of the defective product to the email address below within 7 days of receiving the product.

Once we have confirmed that the product is defective, we will exchange it for the same product.
Please note that we do not accept returns.

*We cannot accept exchanges in the following cases: - Products that have been used - Products that have been purchased more than 7 days ago - Products that have been damaged or soiled while in the customer's possession - Products with minor manufacturing defects that are generally considered to be within the range of acceptable quality

Please enter "カネコ商店 / Kaneko Shouten Regarding the initial defect" in the subject line of your email, and then include the following information in the body of the email:
・Order number ・Name of the person who placed the order ・Product name ・Size ・Color ・Defective condition

[Email address]
support@kanekoshouten.jp
*We accept inquiries 24 hours a day, but replies will only be sent on weekdays. *We will reply within approximately 3 business days (approximately 3 days excluding Saturdays, Sundays, and holidays).
If you do not receive a reply email, this may be due to your email settings, so please contact us again using a different email address.
If you receive the email via gmail, it may have been automatically sorted into the spam folder, deleted folder, or other folder. If you do not receive the reply email in your inbox, please check each folder.

If you have forgotten your password, you can check it from the [Login] page.
After accessing the [Login] page, click the [Forgot your password?] button, enter your registered email address, and then click the [Submit] button.
An email titled "【カネコ商店 / Kaneko Shouten】Password Reset" will be sent to your registered email address, so please check it.

We aim to respond within three business days (excluding Saturdays, Sundays, holidays, New Year's holidays, and summer holidays).
If you have not received a reply email even after waiting that long, please contact us again from a different email address as this may be due to an issue with your email reception settings.

Furthermore, we will read all emails containing opinions, requests, comments, etc., and use them as a reference for future operations.
Please note that we will not reply to your inquiry.

*Replies to inquiry emails will be sent from "support@kanekoshouten.jp".

*Even if you send an inquiry email to the automatic email address "noreply@kanekoshouten.jp", we will not be able to confirm the content or reply to you as this is a delivery-only address.

*Please contact us well in advance regarding any inquiries regarding ordering.
Please note that if you contact us the day before or on the day of the order deadline, we may not be able to respond in time.

<For Gmail users> If you receive the email via Gmail, it may have been automatically sorted into the spam folder, deleted folder, or other folder.
If you do not receive a reply email in your inbox, please check each folder.

If you have checked the [Frequently Asked Questions] but your question is not resolved, please contact us using the email form.

If you have already placed an order, please be sure to let us know your order number.
*Please refrain from making inquiries regarding anything other than mail order.

カネコ商店 / Kaneko Shouten
»Contact us
24-hour reception, but replies will only be sent on business days (weekdays excluding weekends, national holidays, year-end and New Year holidays, and summer holidays)