Frequently Asked Question (FAQ)

You are always open ?

Yes, 365 days a year, 7 days a week, 24 hours a day .... that's the beauty of the Internet!

What must I do to be able to buy on ?

In order to purchase you must provide shipping information, billing (if need and it is different from shipping) and an email address. The user can decide whether to include only the data for the current order without having to register (instantaneous checkout) or register the data provided (create account) to be reused for future orders or to take advantage of the services available for registered users (Loyalty Points program and Voucher Discount).
It is possible, if you will, to upgrade from a user "guest" not registered into a "registered" user, in this case you need to contact our Customer Care via email (, telephone (03-6887-2048) or fax (03-6887-2048).

Registration is not required to visit the website, address books, subscribe to the newsletter (for promotions, news and more) but it is strongly recommended for the best use of all the tools and areas at your disposal.

Is possible to order by FAX / EMAIL / PHONE ?

Certainly. you can submit your order in the following ways:
- PHONE (03-6887-2048)
- FAX (03-6887-2048)
- E-MAIL (

I entered the wrong information how do I edit ?

Just click on "Personal Information" (which will be in its Area) and there you will be able to change all the incorrect information or you can change settings for the billing or shipping address in the "Addresses".

After how long does it take until the goods are shipped ?

The goods are shipped within 1 business day from date of order.

How long does it take for the goods arrive at my place ?

Usually within 1 business day from the day after the Order, in some cases (islands and smaller towns are hard to reach, or other external causes) may take up to 2 working days.

Is there a minimum purchase order ?

For orders over 3.000円 (tax included) shipping costs are only 99円 (tax included) !
It is possible to order less than 3.000円 (tax included) but the freight costs will be 500円 (tax included).
Our advice is to try to achieve at least a minimum order of 3.000円 (tax included) of goods.

What are the payment methods ?

The following payment methods currently supported are:
Cash on delivery (COD)
Bank Transfer
PayPal account or Credit Cards Visa / Mastercard / American Express / JCB

Is possible to change mode of payment once the has been order confirmed ?

If the order has not yet been processed (status "Awaiting Payment" or "Preparation in progress") you can make changes by contacting our Customer Care (03-6887-2048).

My computer crashed while I was trying to pay with Credit Card or PayPal, what should I do to complete the payment ?

If it was not possible to complete the payment process (order status "Awaiting PayPal payment") by Credit Card or Paypal you need to contact our Customer Care (03-6887-2048) for more information.

What are the shipping methods ? sends its merchandise through Yamato Transport Co.,LTD. ("Kuroneko"). You may have vision shipment status through its Area (the "Order History & Details") by clicking the parcel number (tracking number) you are searching for.

How should I pay (for the sign) the receipt of the goods ?

Payment may be made exclusively by cash (to be given to the person responsible for the delivery of the parcel). For more information we invite you to view the "Method of Payment" page.

I selected 'Bank Transfer' as a payment method) when will the goods be send out ? sends the goods at the time of receiving a successful Bank Transfer from their Bank, for this customers should, where possible take advantage of the method of payment "Cash on Delivery (COD)" or "PayPal / Credit Card" for faster order processing.

What are the costs of transport and shipping ?

The shipping costs are 99円 (tax include) throughout all Japan including the islands.
In the case of orders under 3.000円 (tax included) delivery costs will be 500円 (tax included).

How much are the expenses for the cash on delivery service?

The cost of service for the "cash on delivery" is already included in shipping.

Is possible to search for my shipment (tracking) in real time ?

Yes, as mentioned, real-time search is possible thanks to Yamato Transport Co., LTD's on-line tracking system. ("Kuroneko")
You can use different ways to search for your shipment:
A) by clicking on the "CHECKING SHIPPING" link in the email sent at the time of shipment of the goods;
B) going to your Reserved Area (after entering E-mail and Password), select "Orders History and details" and click on the Order Required. You will also see additional data related to the shipment ... click on the Tracking Number to see the shipping information (delivered on ...... on delivery .....);
C) using the Yamato Transport / Kuroneko website directly and entering the shipping code indicated in the mail sent to you by our systems (or displayed in your Account Area).

I received the parcel but part or all of the material has been damaged during shipping ! What do i do ?

No worries! In this case will, after appropriate checks, telephone to replace the material that is damaged without any shipping cost or other burden. Please send an email to or directly call the Customer Care number 03-6887-2048

How often do you send the Newsletter ?

The newsletter is sent every time if the need arises (promotions, site news, new products, business partners ....) and generally on a monthly basis.

Is possible to know about promotions and / or future discounts in advance ?

Of course, the best tool is our Newsletter. Alternatively, you can view the site on a regular basis or read our official blog or follow our Facebook page (^_ ^) /

To subscribe to the newsletter simply enter your email address in the designated area and confirm your subscription by clicking the link sent by our systems automatically via email to the address you entered.

I do not want to receive any more newsletters or informational emails from ! What do I do ?

If you don't want receive anymore communication from simply send an email to directly from your email that you want to delete, and our computer systems will provide real-time elimination.

When is sent the purchase receipt / invoice ?

The receipt / invoice is sent by e-mail on the same day of departure of the goods. The format used for the document is PDF.

The receipt / invoice didn't came, what should I do?

In the event that the receipt / invoice will not be received by e-mail or who lost both is possible to request a copy indicating the order number or your name to

Remember, it is always possible to view and/or print the relevant purchase receipt / invoice from their Account Area by simply clicking on the icon next to the receipt / invoice number in the order line concerned.

The receipt / invoice data is wrong, who should I contact to fix the bill ?

In the event of incorrect and/or incomplete data, just send an e-mail to specifying inaccurate and/or incomplete data. We will resend  a revisited copy of the purchase invoice as soon as possible.

Can I have a receipt (in addition to the normal invoice) of my Order ?

Certainly, provided that the Invoice is sent in electronic format (PDF) at the time of shipment of the goods, through the Account Area you can access in your "Order History" where you can view in detail every single order and real-time download its Invoice.

We are a company and we have to make an order in bulk, we can get discounts or reserved prices ?

Definitely. For orders of large quantity or special arrangements please write to

I lost my password for accessing the Account Area. Do I need to register again ? Can I apply again ?

No problem! To receive the data to access your  Account Area you can use the "Remember Password" function. Of course you will not need to register again...

Can I delete an item already in the shopping cart ?

Of course, just click on the bin-icon at the end of each description of the item on the "Shopping Cart" page. It 'also possible to change the previously selected amount by inserting it again in the quantity column of the product on the page "Shopping Cart".

In recently I had inserted some items in the cart, now they are gone!!! What happened ?

Our website uses the "Cookies" to keep track of products in the shopping cart for each user. If you recently deleted the "Cookies" from the PC or are using a different the cart will be empty.

How does the shopping cart work ?

The cart is very simple: browsing the site, you can add products to shopping cart directly by pressing on its icon (if the amount is greater than 1 you can point directly before clicking ...).

To delete and/or add quantity of the same product you can make the following actions on the shopping Cart page:

1) delete the product entered by clicking on the bin-icon at the end of the description, or may display the product (without researching it again) by clicking on the description or image.

2) increase or decrease the quantity by directly entering the amount in the field, the system will then automatically update the quantity and recalculate the total of the cart...

Will I be notified when the order will be delivered ?

Every day delivers lots of orders. So, generally, the day after placing the order you will be notified via email of the delivery. Also through the Account Area it is always possible to see the "Status" of the Order and the tracking of the package.