Frequently Asked Questions / Contact Us
Please review the FAQs below. You'll find a link to the contact form at the bottom of the page; please use that to contact us.
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Payment
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What payment methods are available?
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- ・Credit cards (VISA, MasterCard, AMEX, JCB) / Shop Pay / Apple Pay / Google Pay / PayPal / Convenience store payment / PayPay / Alipay / WeChat Pay
- *Payment is processed at the time of order. For information regarding when your card will be charged, please contact your credit card issuer or the respective payment service provider.
- *Regarding convenience store payments: After placing your order, KOMOJU will send you an email with payment instructions. Please note that your order will be canceled if payment is not made within 3 days.Additionally, emails regarding convenience store payments will be sent from komoju.com. If you have domain-specific email filters enabled, please either disable them or add “komoju.com” to your allowed list.
- *When using convenience store payment, a separate transaction fee will be charged in addition to the product price and shipping fees. Please check the details on the order screen.
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Order
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Can I edit my order?
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This depends on the shipping preparation status and inventory availability, so if you wish to do so, please contact customer service first.
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Can I cancel my order?
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We do not accept cancellations or changes after an order has been placed. Thank you for your understanding.
- *Please note that when purchasing made-to-order items, the order and shipping dates may differ.
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I can’t add multiple items I want to purchase to my cart, and an error message appears. What should I do?
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You cannot purchase “pre-order items” and “regular items” together in the same shopping cart. Additionally, even if they are both “pre-order items,” you cannot purchase them together if their “release dates” differ. Please place separate orders.
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Shipping
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When will my order arrive?
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The estimated shipping date is listed on each product’s details page. Please be sure to check this before making your purchase.
Please note that we cannot respond to inquiries regarding shipping dates prior to the scheduled shipping date. Thank you for your understanding.
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How much is shipping?
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Domestic Shipping: Flat rate of 800 yen
*Please note that shipping fees may vary depending on certain items in your order. Please check the checkout screen for details.
International Shipping: Shipping fees vary depending on the destination country and region at the time of purchase. Please check at the time of purchase.
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Can I change the shipping address or shipping method?
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Depending on the shipping preparation status, this may be possible, so please contact customer service if you wish to do so.
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Where can I find my tracking number?
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Please check the shipping notification email or your order confirmation page.
- *Please note that it may take up to 1–2 business days for tracking information to be registered and updated on the carrier’s tracking website. We appreciate your understanding.
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