Frequently asked questions
| We have compiled a list of frequently asked questions we receive at Koupen-chan Hanamaru Store. [1] When purchasing a product [2] Regarding order changes [3] Returns and exchanges [4] Credit card payments [5] Convenience store payments [6] Bank transfer [7] About delivery and shipping charges [8] About the system [9] Regarding product defects or damage [10] Other |
[1] When purchasing a product
| Q: I want an item that is sold out. Please let me know when you plan to restock it. |
| A: We will keep you updated on the official Koupen-chan Hanamaru Store Twitter account. [Koupen-chan Hanamaru Store Official] Account https://twitter.com/koupenchan_h_s You can also use the "Receive restock notifications" button on each product page to receive notifications when the product is back in stock. |
| Q: Can I reserve items for you? |
| A: Koupen-chan Hanamaru Store does not offer reservations. For stores other than Koupen-chan Hanamaru Store, please contact each store. |
| Q: Can you provide gift wrapping? |
| A: We do not offer gift wrapping services. Thank you for your understanding. Also, if you are ordering as a gift and do not wish to have an invoice included, please check "No invoice required" during the payment process. |
| Q: Can pre-order items and regular items be shipped together? |
| A: Pre-order items cannot be ordered together with other items. |
| Q: Regarding pre-order items, can I purchase (pre-order) items with different shipping dates together? |
| A: Products with different shipping times cannot be purchased together. Please place separate orders. *If you order or purchase them together, the store will cancel your order. |
[2] Regarding order changes
| Q: Can I add/change products/quantity or cancel after placing an order? |
| A: We cannot accept changes or cancellations to your order after it has been placed. Thank you for your understanding. |
| Q: Can I combine this with another order? |
| A: We do not accept multiple orders to be shipped together after an order has been placed. Thank you for your understanding. |
| Q: I would like to change my payment method from convenience store payment to credit card. |
| A: The system does not allow you to change from convenience store payment to credit card payment. |
| Q: Regarding convenience store payment, can I change the convenience store after placing my order? *Changes from "Seven-Eleven" to "Family Mart" etc. |
| A: We cannot accept changes after an order has been confirmed. Thank you for your understanding. |
[3] Returns and exchanges
| Q: I want to return an item. |
| A: As a general rule, we cannot accept cancellations, returns or exchanges after an order has been placed for personal reasons. Please be aware of this before placing your order. |
| Q: I would like to exchange a promotional item (novelty). |
| A: As a general rule, we cannot accept exchanges if the defect is due to manufacturing characteristics. Even if the defect is not due to manufacturing characteristics, we may not be able to accept an exchange due to limited quantities. A bonus postcard may be included, but it cannot be exchanged even if it is damaged or soiled. |
| Q: I did not receive my item and it was returned. |
| A: If after we ship a product, you do not receive the product and it is returned to us (including, but not limited to, refusal to receive it, lapse of storage period due to absence, or unknown address), we will notify you via your registered email address. If you would like the product to be reshipped, please reply to the email we sent you within one month of receiving the email notification. Re-shipment will be done at your expense. If you do not reply or receive the product within one month of receiving the email notification from our store, we will cancel your order by sending a notification to your registered email address, and you will be responsible for the following costs. If you have paid the product price in advance, we will refund the remaining amount after deducting the amount you paid. ・Shipping fee *The fee is based on the regional shipping fee set by our store. For details, please check "About Shipping" in the User Guide. *The same charges will be applied to orders with free shipping. *If reshipment is required multiple times, shipping fees will be charged for each reshipment. *If additional shipping charges are incurred for the return journey due to the shipping company's terms and conditions, the customer will be responsible for paying these charges. ・Actual costs incurred in relation to the ordered items (including but not limited to wrapping fees and various service fees) |
[4] Credit card payments
| Q: I made an order but entered the wrong name when registering my credit card. Do I need to change it? |
| A: No corrections are necessary. As long as the card number is entered correctly, there is no problem. |
| Q: Can I register my credit card in advance before purchasing? |
| A: We are very sorry, but due to system limitations, we are unable to allow you to register your credit card information in advance. *If you register when you make your first purchase, you can use it from your second purchase onwards. |
| Q: I don't have a credit card. Can I use a prepaid card? |
| A: Any prepaid card with a VISA, MASTER, JCB, etc. mark can be used. Please check the charge amount before using the service. |
| Q: Can I use rechargeable cards such as VISA debit cards, Bandle cards, au wallet prepaid cards, and V-Preca? |
| A: Any prepaid card with a VISA, MASTER, JCB, etc. mark can be used. Please check the charge amount before using the service. |
| Q: I tried to purchase a pre-ordered item with a credit card, debit card, or prepaid card with an international brand mark, but an error code appeared and I was unable to make the purchase. |
| A: This is a payment error. Please note down the error code number and contact the issuing company listed on the back of your card. *Prepaid cards are subject to strict credit checks and there is a possibility of errors. *We are unable to determine the reason for the error or how to resolve it. |
[5] Convenience store payments
| Q: I made a payment via convenience store payment, but I haven't received an email confirming the payment. |
| A: We do not send payment completion emails. When you pay at the convenience store register, you will be issued a "customer receipt." This "customer copy" will be your receipt. Please keep it safe until you receive the product. |
| Q: [Convenience store payment/Lawson only] When I entered the payment number, a different order came up. Is this the correct order? |
| A: Due to Lawson's system, your past order details may be displayed. You can continue to pay as is, but if you are unsure, we can change the payment method to bank transfer. Please note down your order number and contact our customer service center. |
[6] Bank transfer
| Q: I would like to pay by bank transfer. |
| A: We do not accept payment by bank transfer. *Except in cases of payment errors, etc. |
| Q: I made a transfer but haven't received a confirmation email. |
| A: In the case of bank transfer, we will contact you within 3 business days (excluding weekends and holidays) to confirm the payment after confirming the [remitter's name, telephone number, and transfer amount]. If you do not receive an email within 3 business days, please contact us. == ... *When making the transfer, please enter the name of the person placing the order, followed by their registered phone number without hyphens. If someone other than the person who placed the order is making the transfer, please change the name to that of the person who placed the order. If you forget to make any corrections, please contact us by email or phone. *Please note that bank transfer fees must be borne by the customer. *As soon as the transfer is confirmed, the system will automatically send you an email confirming the payment. *If you have made an overpayment due to your own reasons, we will deduct the bank transfer fee when refunding your payment. Please transfer the exact amount stated on the invoice. |
[7] About delivery and shipping charges
| Q: I made a mistake with the shipping address and would like to change it. |
| A: Please contact us as soon as possible if you need to change your address. Please contact Yamato Transport if you wish to make any changes after receiving the email confirming shipment. |
| Q: I purchased over 10,000 yen, but shipping is not free. |
| A: Free shipping for purchases of 11,000 yen or more (tax included) (excluding Okinawa). Please check that your total purchase amount is 11,000 yen or more including tax. |
| Q: When do you expect it to be shipped? |
| A: Normal products are shipped within 7 business days, excluding weekends and holidays. We do not notify you of individual shipping times. We will notify you by email with a tracking number when the product is shipped. |
| Q: Is it possible to have the package delivered to a Yamato Transport office? |
| A: Yes, it is possible. Please specify the address of the Yamato Transport office and the words "Yamato Transport office stop" in the delivery address (and the office code if possible). Please register your own telephone number and delivery address. [Please note] If you enter the name of a Yamato Transport office in the delivery address, the recipient will be unknown and delivery will not be possible. Also, please receive the package promptly after receiving the shipping notification. If the deadline is exceeded, the package will be returned and a reshipment fee will be charged. |
| Q: If I order multiple pre-order items, how much will the shipping cost be? |
| A: Items that are shipped at the same time can be shipped together, so we will ship them all at the same shipping cost. |
| Q: I would like to specify a date and time. |
| A: We do not accept date and time designation. After shipping, we will send you an email with a tracking number, so please contact Yamato Transport yourself. |
[8] About the system
| Q: The site is slow and difficult to connect to. |
| A: There is a temporary surge in traffic. Please try again later. Please continue to wait. *Please refrain from reloading or clicking as this may cause a load on the site. |
| Q: The items I put in my basket disappeared during shopping. Why? |
| A: Due to system limitations, product inventory is allocated on a first-come, first-served basis to those who have completed their orders. Therefore, if another person who ordered the same item completes their order and the item becomes out of stock, the item will not be allocated and will be removed from your cart. Thank you for your understanding. |
| Q: I registered as a member but I can't log in. |
| A: It is possible that the browser you are using or the OS of your device is an old version. We apologize for the inconvenience, but please update your browser or device's OS to the latest version and try again, or switch to a different device (such as a computer instead of a smartphone) and try the operation again. |
| Q: I entered the wrong password too many times when logging in as a member. How many times can I fail before I get locked out? |
| A: If you fail to log in 10 times, your account will be locked. [How to unlock your login] 1. Members who are locked out of their account will receive an automatic reply email with instructions on how to unlock their account. 2. If you submit your cancellation request via the application screen as instructed in the email, we will issue you a cancellation URL. 3. You will receive an automatic reply email with the unlock URL. Clicking on the unlock URL will unlock the account. *If you do not receive an email, please contact us. *Login lock will be automatically released 30 minutes after it is locked. |
| Q: I can't receive emails. |
| A: If the domain is not allowed to receive emails, the email may not be delivered. Please set up your account to receive emails from "koupenchan_info@grayparkaservice.com". Depending on the email service you use, the email may not be delivered and may automatically be sent to the trash. We cannot provide support regarding how to receive emails. Please contact the service you use. *If you would like to check the status of your order, please contact our customer center by phone. |
[9] Regarding product defects or damage
| Q: The product I received was damaged, so I would like to return or exchange it. |
|
A: In the case of initial defects or incorrect delivery of the product, please contact us via the inquiry form within 7 days after receiving the product. *When contacting us using the form, please attach a photo that shows the extent of the damage. We cannot accept returns or exchanges for the following items: |
| Q: The original box I received was damaged, so please exchange it. |
| A: The original box is designed to protect the product inside, so it cannot be exchanged even if it is damaged or soiled. *If the product in the original box is damaged or soiled during transportation, please contact the shipping company. If you discover that the product is damaged or soiled after receiving it, please be sure to take a photo of the damaged or soiled area, have the shipping invoice number ready, and contact the Yamato Transport Service Center within 14 days of receiving the product. <Yamato Transport Service Center> Landline: 0120-01-9625 Mobile phone: 0570-200-000 ◇Telephone reception hours: 8:00 to 20:00 (open all year round) |
[10] Other
| Q: Please tell us about the status of inventory and novelties at stores other than Koupenchan Hanamaru Store. |
| A: We are unable to answer this question. Please contact each store. |
| Q: Can you issue a receipt? |
| A: Yes, please contact us via the inquiry form or by phone after placing your order. |