Frequently asked questions

First,Please check whether the item you ordered is a "pre-order item".
If you place an order for multiple products, including pre-order items, the order will be shipped only after all the products are received.
Campaign and fair benefits will be shipped together with the ordered product. Please note that if you purchase pre-ordered or released products with different shipping dates at the same time, they will be shipped together with the product with the earliest release date.
If you have ordered only regular sale items that are not pre-order items, but the items have not arrived.Contact formPlease contact us.

For convenience store payments, customersYour order is confirmed by paying in advance at a convenience store.This is the payment method. Regardless of whether it is a reserved product or a regular product,[Within 2 days after ordering]Please make the payment at the convenience store you specified.
*Please note that if you do not pay within the deadline, your order will be automatically canceled.

[About payment methods]
(1) When placing an order, your payment number will be displayed after the convenience store selection screen.
(2) After completing your order, @komoju.com will automatically send you an email with your payment number.

[Notes]
Depending on your email settings, we may not be able to send you a payment number information email. Please be sure to check the following when ordering.
(1) Please take a screenshot of the "Payment Number" screen that appears after the convenience store selection screen.
(2) If you use mobile carrier email (docomo, au, ezweb, softbank, etc.), please contact us in advance. @komoju.com Please configure your domain reception settings.
*Please note that due to the circumstances of your mobile phone company, you may not be able to receive emails even if you have set the above settings. In that caseContact formPlease contact us.

Once your order is complete, you cannot change the details. Thank you for your understanding.

Please note that as a general rule, we cannot accept cancellations after orders have been confirmed, returns or exchanges after they have been shipped due to customer circumstances.
Returns and exchanges due to initial defects will only be accepted within 7 days after receiving the product. Shipping costs for exchanging defective items will be borne by our store.

If you select "Convenience store payment" as your payment method, your order will be automatically canceled once the payment deadline has passed.
Please note that the payment deadline for "convenience store payment" is within 2 days after placing your order.

In addition, if it appears that the shipping address is incorrect before the product is shipped, we will contact you to confirm the shipping address to your registered email address. If we do not receive a response within 3 weeks after completing your order, we will cancel your order. Please be careful.

Please use the inquiry form to inform us of both the "address you entered when placing your order" and the "address you wish to change to."
Please note that we are unable to make changes to orders that have already been shipped, or orders that are in the process of being shipped at the time we contact you even before shipping. After shipping, please contact Yamato Transport to change your order.
*We are unable to accommodate transfer requests from our store to Yamato Transport.
*Even if you change the shipping address information on My Page, the shipping address information for the confirmed order will not be changed.
*We cannot guarantee any additional shipping charges incurred due to transfer after shipping.

Please check the information below for details.
Information regarding fare collection when changing (transferring) the delivery address

Possible causes are as follows.
・If you use your mobile carrier email address,@sumzap.jp If you have not configured the domain reception settings for
・If you are using PC mail and the order confirmation email is in your spam folder.
・If the email address you registered at the time of ordering is incorrect.

If you see the screen below after placing your order, please rest assured that your order has been successfully completed.
*If paying at a convenience store, payment is required after completing your order.KANAMEIt becomes.

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

We are very sorry, but our store cannot combine multiple orders.
Please note that each order will be shipped separately.

You cannot change your payment method after completing your order.

Regardless of whether it is a pre-order item or a standard item, payment to our store will be confirmed at the time of ordering and will be billed to your credit card company.
Please note that the credit card closing date and withdrawal date (payment date) vary depending on the card company.
*Please contact your credit card company for details.

Returns and exchanges due to initial defects will only be accepted by customers who contact us within 7 days including the date of product arrival.
Please contact us using the inquiry form, specifying your order number, name, email address, applicable product name and quantity.
Shipping costs for exchanging defective items will be borne by our store.

If the customer does not receive the item and returns it after it has been shipped from our store, we will issue a refund and cancel the order. Thank you for your understanding.
*If you paid at a convenience store, your refund will be made by bank transfer. In the case of a return due to customer circumstances, convenience store payment fees and bank transfer fees will be borne by the customer.

Existing member customers：My pageAfter logging in, you can set up LINE ID linkage.
Customers who are not yet members:From hereNew member registrationAfter receiving it, you can set up LINE ID linkage from My Page.

After logging in to My Page, click the LINE icon"Collaborate"Please press the button and link your LINE ID.

Once the LINE ID linkage is complete, the “unlinked” status will change."Linked"It will switch to .

After logging in to My Page, click the LINE icon"Cancel"You can unlink your LINE ID by pressing the button.