FAQ (Please check before enquiries.)
FAQ: Frequently asked questions
Before making an inquiry, please check the "Frequently Asked Enquiries" below to see if there are any relevant inquiries.
---------------------------------------------
▼It has been shipped but the item has not arrived.
It is expected to take approximately 2 to 7 days (7 to 14 days for remote islands) after the delivery completion email is sent.
Please check the inquiry number from the URL below for the delivery status, as stated in the shipping completion email. For inquiries after delivery, please contact Yamato Transport, the nearest delivery office, directly based on the shipping number.
Yamato Transport Delivery StatusHere
Also, as it will be delivered by Nekoposu, it will be delivered to the post box.
We would appreciate your confirmation in the mailbox to confirm arrival.
Nekoposu will be delivered by post, so we cannot accept requests for delivery dates and times.
For more informationHerePlease check.
---------------------------------------------
▼The product has been returned.
The following are possible reasons why items are returned:
・Incomplete or missing address for registered
- The mail is not fully inserted in the mailbox
・There is no postage
・The name of the post on the orderer and the delivery address is inconsistent
・The delivery address has already been sent out
·others
We are unable to confirm the reason for the return after the product has been shipped, so we apologize for the inconvenience, but please be aware that there are no mistakes in the order details.Yamato Transport is the nearest delivery officePlease contact us.
---------------------------------------------
▼I want to cancel
Once your order has been completed, we will not accept any cancellations due to customer convenience. Thank you for your understanding. (Includes order details, sizes, etc.)
---------------------------------------------
▼Returns and exchanges
Please note that we do not accept returns or exchanges for reasons other than defective products or incorrect delivery (including those due to customer convenience). If the product is defective or incorrectly delivered, please contact us within 7 days using the inquiry form. After we contact you, we will explain how to return, refund, or exchange your product. In this case, we will cover the return shipping costs and the shipping costs in the case of exchanges.
---------------------------------------------
▼The color of the actual product differs from the image on the product page
We have tried to make the images on the product page as close to the actual color of the product as possible, but they may look different depending on your monitor settings and lighting. Please note that we do not accept returns or exchanges for different colors between the product page and the actual product.
---------------------------------------------
▼I haven't received the email
If you are unable to receive emails,
We apologize for the inconvenience, but we would appreciate your confirmation of the email domain and spam folders.
In particular, customers using carrier email (docomo, au, softbank, icloud, etc.) should set their domain undetermined settings.
Domain undesignated address: info@cene.email
There may also be an error in the registered address, so please check the contents again.
---------------------------------------------
▼I want to check if my order has been completed.
Once your order is completed, your order will be sent to the email address you registered.
By checking that email or registering as a member, you will also be able to check your order history on your My Page.
---------------------------------------------
▼Do you offer gift wrapping etc.?
Gift wrapping is charged, so please see detailsGift related product pagePlease check in. Please be sure to check the precautions.
---------------------------------------------
▼I want to check the shipping date for the product.
As a general rule, products will be shipped on business days within the next business day to two business days from the payment date. (Excluding pre-orders and waiting listings)
*Excluding Saturdays, Sundays and public holidays
*If you are purchasing an item waiting to arrive, the estimated delivery date will be listed in the product name and product description.
---------------------------------------------
▼I ordered it but the item will not be shipped
Please check that the product you purchased before inquiring to see if there are any products waiting to be received before inquiring.
To confirm the shipping of products, the estimated shipping time will be listed on each product page you have purchased or the order completion email, so please check that.
Also, if you purchase this product at the same time as other products, the product will be shipped the same time when it arrives. (We do not ship the same order number separately) If you would like to ship separately, please purchase the products separately. Please note that the arrival date may vary slightly.
---------------------------------------------
▼Shipping fees
Starting Thursday, November 14th, 2024, orders with a total of less than 1,000 yen (tax included) in total will incur an additional shipping fee (200 yen nationwide).
We appreciate your understanding in advance.
---------------------------------------------
▼I want to issue a receipt
It can be issued using the "Issuance of receipts and delivery notes" email in the shipping notification email.
---------------------------------------------
▼Repair service
We do not currently accept repairs online or in our store.
---------------------------------------------
▼I want to cancel the email newsletter distribution
You can cancel using the unsubscribe button at the bottom of the email newsletter that is being distributed.
---------------------------------------------
▼I want to buy only the earring catches
All of the earrings (with catch) in our shop are manufactured as a set of the main body and catch due to the manufacturing process, so they are not manufactured using only catches and cannot be sold. Thank you for your understanding.
---------------------------------------------
For inquiries other than the above, please contact us using the inquiry form below.