User Guide

Ordering

How to order

1. Add items to your cart

Click “Add to cart” on the product you want.

2. Check your cart

Check the contents and click “Proceed to checkout”.
To keep shopping, click “Continue shopping”.
For items sent by parcel delivery you may enter a preferred delivery date in the “Order notes” field (not available for mail delivery, EMS, or pre-order items).

3. Enter customer information

Enter your e-mail address, name, shipping address, and other details, and proceed to payment. Registration and login are not required.

4. Shipping method

Japan: mail delivery / parcel delivery (chosen by us according to the items)
International: EMS (Express Mail Service)

Shipping fees depend on the shipping class of the items and the destination. See “Domestic shipping fees” and “International shipping“.

5. Choose a payment method

We accept credit cards (VISA / Mastercard / JCB / American Express / Diners Club). Payment is made on the Telecom Credit payment page. Depending on your card, you may use payment in full, installment payments, or revolving payments. Please check the payment page for the available payment options and number of installments.

6. Confirm and complete your order

Check your order and click “Place order”.
An order confirmation e-mail is sent automatically to the e-mail address you entered; please check the contents.

* Notes
– Adding an item to your cart does not reserve it. The item is reserved when checkout is completed.
– If you do not receive the confirmation e-mail, it may have been filtered as spam, blocked by your mail settings, or the address may have been mistyped.

In that case, please contact us via the contact form with 1) your name, 2) your address and 3) your phone number.

Order history

You can check your order in the order confirmation e-mail sent automatically to the address you entered.

Changing an order

Once an order is confirmed we cannot change its contents (adding items or swapping products). Thank you for your understanding.

Combining orders

Each order is shipped separately. We are unable to combine several orders into one shipment.

Membership

Membership

For security reasons, this website does not offer member registration. Purchases are available through guest checkout only.

Shipping & delivery

Carriers

Orders are dispatched from our partner fulfillment warehouse.
Japan: mail delivery (Yu-Packet / Nekopos) or parcel delivery (Yamato Transport / Japan Post)
International: EMS (Express Mail Service)

The shipping method is chosen by us according to the shape and size of the items. Customers cannot select the carrier.

Domestic shipping fees (Japan)

Shipping is charged per order according to the shape of the items (one parcel per order).

Japan (excluding Okinawa)
Small items (acrylic stands, key rings, badges and other items that fit mail delivery) ¥400
Boxed items (lotion, novelty goods and other thick items) ¥880
Large items (over 80 cm in total dimensions) ¥1,000

Okinawa
Small items ¥400
Boxed items ¥1,500
Large items ¥2,000

* When small and boxed items are ordered together, only the boxed-item fee applies.
* For remote islands (including those outside Okinawa) an additional ¥500 may apply to parcel delivery. We will e-mail you after ordering if this applies.
* The shipping class of each product is shown on its product page.

International shipping

We ship outside Japan by EMS (Express Mail Service). The fee depends on the destination zone and the shipping class of the items, and the final amount is shown at checkout.

Zones (following Japan Post’s EMS zones)
Zone 1: China, South Korea, Taiwan
Zone 2: Asia (other than Zone 1)
Zone 3: Europe, Oceania, Canada, Mexico, Middle East
Zone 4: United States
Zone 5: Central & South America, Africa

* Import duties, taxes (VAT etc.) and customs clearance fees charged by the destination country are not included in the shipping fee and must be paid by the recipient.
* Items whose import is prohibited or restricted by the laws of the destination may be seized or returned by customs. We cannot refund such orders, so please check your country’s import regulations before ordering.
* Please check Japan Post’s website for countries and regions where EMS is available or suspended. Orders to destinations not served by EMS will be cancelled.

Delivery date requests

For parcel delivery only, you may request a preferred delivery date at no extra charge: enter it in the “Order notes” field at checkout. Date requests are not available for mail delivery, EMS, or pre-order items.
To change the date after dispatch, please contact the carrier directly using the tracking number in your shipping e-mail.

Dispatch time

Orders are normally dispatched from the warehouse within 3 business days after the order (and payment) is confirmed. Delivery time after dispatch varies depending on the destination, customs clearance, the carrier, and other factors. Please check the tracking information in your shipping email. For estimated international delivery times by EMS, please refer to Japan Post’s official guidance.

* Delivery may take longer during busy periods or when transport is affected by weather.
* International delivery schedules may change depending on local conditions and customs processing.
* No dispatch on Saturdays, Sundays, Japanese public holidays, the New Year period or warehouse holidays.

Delivery notes

If a parcel is returned to us because of prolonged absence or refusal without notice, we may decline future orders.
* Each order is shipped separately; we cannot combine separate orders.
* If items are returned to us because delivery was refused, the recipient was absent for an extended period, or the address was unknown, the order will be deemed canceled. We may refund the amount received after deducting shipping costs for both directions and fees.

Tracking your parcel

After dispatch, the tracking number is sent in the “Shipping notification” e-mail.
Track parcels sent by Yamato Transport via the Yamato Transport tracking service and parcels sent by Japan Post (Yu-Packet, Yu-Pack, EMS) via the Japan Post tracking service.
* Mail delivery items (Nekopos / Yu-Packet) are delivered to your mailbox.

Pre-order items

For pre-order and made-to-order items, please check the order acceptance period and shipping schedule on the product page. We do not accept cancellations after order confirmation for personal reasons, or requests for a delivery date or time. If we cancel an order, we will promptly refund the amount received. For exchanges and refunds due to defects, damage, shortages, or items that differ from your order, please see “Returns & exchanges” below.

Gift wrapping

We do not offer gift wrapping. Thank you for your understanding.

Packaging

Items are shipped in plain packaging with no product name or shop (brand) name on the outside.
Adult items (novelty goods etc.) are placed in an opaque bag before packing, and the item description on the shipping label reads “miscellaneous goods”.

Payment

Credit card

We accept credit cards (VISA / Mastercard / JCB / American Express / Diners Club). Payment is made on the Telecom Credit payment page. Depending on your card, you may use payment in full, installment payments, or revolving payments. Please check the payment page for the available payment options and number of installments.
Card details are sent directly to our payment service provider and are not stored by us.

Consumption tax

Japanese consumption tax: 10.0%
* Displayed prices include tax.
* Fractions of one yen are rounded down.
* Tax is calculated per item.
* Orders shipped outside Japan are exempt from Japanese consumption tax.

Cancellations, returns & exchanges

Cancellations

We cannot cancel a completed order or change its contents (adding items or swapping products).
Please check the size, colour, price and quantity carefully before completing your order.

Returns & exchanges

We do not accept returns or exchanges for personal reasons, or cancellations or changes after an order has been confirmed.
If the delivered items are defective, damaged, short of the ordered quantity, or different from your order, please contact us through the contact form within 7 days of delivery. After inspecting the items, we will provide an exchange or refund. We will cover the return shipping costs in these cases.

Items we cannot accept

The following items are not eligible for an exchange or refund:
・Items opened or used by the customer (excluding opening only to the extent necessary to check for a defect)
・Items scratched, damaged, or soiled through the customer’s fault
・Opened adult products that cannot be resold for hygiene reasons
・Made-to-order or pre-order items that we identified as non-returnable in advance

Return shipping costs

When we inspect and exchange or refund items due to defects, damage, shortages, or items that differ from your order, we will cover the return shipping costs. We do not accept returns or exchanges for personal reasons.

Refunds

For card payments, we cancel the transaction or adjust the amount with the card company.
If the amount has already been charged, the refund may appear on the statement of the following month or the month after.

For eligibility and exclusions, please see “Returns & exchanges” and “Items we cannot accept” above. For the treatment of refunds when parcels are returned because delivery was refused, the recipient was absent for an extended period, or the address was unknown, please see below.

Refused or unclaimed parcels

If items are returned to us because delivery was refused, the recipient was absent for an extended period, or the address was unknown, the order will be deemed canceled. We may refund the amount received after deducting shipping costs for both directions and fees.
We may decline future orders from customers who repeat such behaviour.