Frequently Asked Questions

Please first check if the product you ordered is a "pre-order item".
If you ordered multiple items including a pre-order item, your order will be shipped once all items are ready.
Campaign and fair benefits will also be shipped together with the items you ordered. If you purchased a pre-order item along with items with different shipping schedules, your entire order will be shipped together with the item that has the latest release date, so please be aware of this.
If you only ordered regular items and your order has not arrived, please contact us through the contact form.

Payment at convenience stores is confirmed by making a "prepayment" at the designated store. This payment method applies to both pre-order and regular items, and we ask that you make your payment at the designated convenience store within two days after placing your order.
* Please note that if payment is not made within the time limit, your order will be automatically canceled.

[How to pay]
(1) After selecting the convenience store during checkout, your payment number will be displayed.
(2) After completing your order, an email with your payment number will be automatically sent from @komoju.com.

[Important Notes]
Please check the following if you do not receive your payment number email due to email settings:
(1) Take a screenshot of the payment number screen displayed after selecting the convenience store.

(2) If you are using a mobile carrier email (docomo, au, ezweb, softbank, etc.), please make sure to enable the receipt of emails from @komoju.com in your settings.
* Note that due to mobile carrier restrictions, there may be cases where emails cannot be delivered even after setting this. In such cases, please contact us through the contact form.

Unfortunately, the content of an order cannot be changed once the order is confirmed. Please note this in advance.

In principle, we do not accept cancellations after the order is confirmed or returns/exchanges after shipment for customer convenience.
Returns or exchanges due to initial defects will be accepted within 7 days of receiving the product. We will cover the shipping costs for defective item exchanges.

If you selected "convenience store payment", your order will be automatically canceled if payment is not made by the due date.
The payment period for "convenience store payment" is within two days after placing your order, so please take care of this.

Also, if we detect an issue with your shipping address before the product is shipped, we will contact you via email. If we do not receive a response within three weeks of placing the order, your order will be canceled, so please be cautious.

Please contact us through the contact form with both "the address you entered when ordering" and "the new address you wish to change to".
However, if the item has already been shipped or if the shipment process has begun by the time we receive your message, we cannot change the address. After shipping, please contact Yamato Transport directly to change the delivery address.
* We cannot make transfer requests to Yamato Transport.
* Changing the shipping address in your account will not update the shipping information for confirmed orders.
* We do not cover any additional shipping charges incurred due to address changes after shipment.

For more details, please check the following guide.
Guide on changing delivery address (transfer) fees

Possible reasons:
・You are using a mobile carrier email address and have not set the domain reception for @gcrest.store.
・You are using a PC email, and the confirmation email is in your spam folder.
・There is an error in the email address registered when placing your order.

If you see the confirmation screen after placing your order, rest assured that your order has been completed successfully.
* If you chose convenience store payment, you will need to complete the payment after placing the order.

The map may be slightly off, but as long as the "shipping address" you entered is correct, there is no problem.

We are sorry, but we do not offer combined shipping for multiple orders.
Each order will be shipped separately, so please be aware of this.

Once an order is completed, the payment method cannot be changed.

Whether for pre-order or regular items, payment to our store is confirmed "at the time of order", and the charge is processed to your credit card company.
The billing and withdrawal dates (payment date) depend on your credit card company.
* Please contact your credit card company for details.

We accept returns or exchanges for defective items within 7 days of receiving the product.
Please contact us through the contact form, specifying your order number, name, email address, the product name, and quantity.
We will cover the shipping costs for defective item exchanges.

If the item is returned after being shipped because the customer did not receive it, we will cancel the order and issue a refund. Please be aware of this in advance.
* For convenience store payments, refunds will be made via bank transfer. For returns due to customer convenience, the customer will be responsible for the convenience store payment fee and bank transfer fee.

For existing members: You can set up LINE ID linking after logging into your account page.
If you are not yet a member: Please register as a new member, then link your LINE ID from the account page.

After logging in to your account page, press the LINE icon and click the "Link" button to link your LINE ID.

Once the LINE ID linking is complete, the status will change from "Not Linked" to "Linked".

After logging into your account page, you can unlink your LINE ID by clicking the LINE icon and pressing the "Unlink" button.