before Inquiry

About Inquiry

• In principle, we will respond to inquiries in order within 5 business days. Inquiries received on Saturdays, Sundays, public holidays, Golden Week, year-end and New Year holidays, and our designated closed days will be handled in order from the next business day onward.
• Replies from us are sent to the individual customer who submitted Inquiry. Please do not share all or part of our response with others or repost it on SNS or other places where an unspecified number of people can view it.
• Support for Inquiry is available only in Japanese, so please understand.

Initial Defect Exchange Guidelines

If a defect is found in the product you purchased, we apologize for the inconvenience, but please submit Inquiry via the initial defect acceptance form within 7 days after the product arrives.

Points to check before Inquiry

• Please prepare an image that shows the product defect.
• Plush and Mascot products are subject to our quality standards. For details, please check this page.
• In the case of dirt, please try wiping it off with a damp cloth that has been tightly wrung out after being moistened once. Minor dirt that can be removed by wiping is not eligible for exchange.
  If it cannot be removed by wiping, please indicate so when Inquiry.
• If there is a shortage or damage to a part of the product, only the relevant part may be shipped.

Cases where returns/exchanges cannot be accepted

• Returns/exchanges due to customer convenience
• Requests for exchange or return after the response period has passed from the product arrival date due to long-term storage, etc.
• Items returned without prior notice (please be sure to contact us in advance if you wish to exchange or return an item.)
• Products damaged or broken due to customer use
• Requests from anyone other than the purchaser (excluding cases where the request is made by an agent whose authority has been verified in the manner specified by our company.)
• When purchased at stores outside this site (including auction sites, regular stores, physical stores, and online stores, but not limited to these.)
• Cases that do not qualify as an initial defect, or cases caused by manufacturing characteristics

Notes regarding exchanges

• If you send the product without contacting us in advance, we will not be able to handle exchanges, refunds, etc.
• Even if the customer uses an overseas forwarding service at their own responsibility, we will handle returns/exchanges in the same way as above.
  Products can be shipped only within Japan. Please understand that we cannot ship to countries outside Japan.
  However, if the customer uses "Global-e" to purchase products from outside Japan, the use of this site may be possible in accordance with Terms of use and other terms applicable to "Global-e".
• Even if Inquiry is made within 7 days after purchase/arrival, if a replacement item cannot be prepared, such as for sold-out products, we may handle the matter by refund, so please understand in advance.
• For products purchased in physical stores, please Inquiry directly to the store where you made the purchase.