FAQ

Your order may not have been completed correctly, or there may be an error in your email address.
Depending on your email settings, emails from this site may be sorted into your spam folder.
If you do not receive the email, please check your spam folder.

If you have set domain-specific reception as a countermeasure against spam, etc., you will not be able to use services that use emails from this website. Please do.

If you cannot confirm your email even after making the above settings, please contact us using the inquiry form .

yes. After completing your order, please use the inquiry form to let us know that you would like to issue a receipt together with your order number.

Credit card, convenience store payment, Rakuten Pay (online payment), PayPay, Amazon Pay are available.
*All prepaid

For more information, please check "Payment" in the shopping guide .

In the case of regular products, it will be shipped within 3 business days after the order is completed.

If it takes time from purchase to delivery of products such as pre-order products or works during exhibitions, please check the product page for details.

For regular products, you can specify it on the order page.

In the case of pre-order items, we cannot specify the delivery date and time. Please note.

In the case of parcel delivery, it is 640 yen for Japan (excluding Okinawa and remote islands), and 1200 yen for Okinawa and remote islands.
In the case of a traceable mail service, it is 360 yen nationwide.

Free shipping for purchases over 6,600 yen including tax.
Free shipping for purchases of 3,300 yen or more including tax during the current campaign! (until February 28, 2023)

Artworks (paintings, stuffed animals, pottery, etc.) will be delivered by cash on delivery. Please note.

For more information, please check "Shipping" in the shopping guide .

If you purchase an item with free shipping and an item with shipping cost together, the normal shipping fee will be charged.

For more information, please check "Shipping" in the shopping guide .

Depending on the product, it will be delivered by Sagawa Express or Yamato Transport.
You cannot choose it according to your wishes.
International shipments will be delivered by EMS.

For more information, please check "Shipping" in the shopping guide .

After confirming that you have received the shipping completion email, please check the delivery status from the shipping slip number, or contact us using the inquiry form with your order number.

All pre-ordered items will be shipped together as soon as they arrive.

Artwork will be delivered by cash on delivery, so it cannot be bundled with other products. Please note.

We do not accept cancellations due to customer's convenience after the order is completed.

For more information, please check "Cancellation" in the shopping guide .

Please contact us using the inquiry form , including your order number, your name, and the date and time you wish to change.
*Depending on the timing, we may not be able to meet your request. Please note.

For orders that have already been shipped, please check the delivery slip number in the shipping completion email and contact the delivery company's sales office by yourself.

Please contact us using the inquiry form , including your order number, name, and new delivery address.

For orders that have already been shipped, please check the delivery slip number in the shipping completion email and contact the delivery company's sales office by yourself.

We cannot accept returns or exchanges due to customer convenience. Please note.

If the product is defective, please contact us using the inquiry form within 7 days from the arrival of the product, including your order number, name, and inquiry.

For details, please check the "Returns and Exchanges" section of the shopping guide .

I'm sorry. We do not accept wrapping at our shop.

You can search by free word search from the search window displayed at the top of the site.

You can also search by genre from the "Search by product category" and "Brand" pulldowns.

For PC: Click "My Account" displayed at the top right of the site For smartphones: Touch the person-shaped icon displayed at the top right of the site

The "Log in to your account" screen will appear. You can register as a member from "New member registration" Please create an account "" at the bottom.

You can also register here .

It can be purchased at Ken Ele Stand, Gransta Yaekita Store, Akihabara Store, Shimbashi Station Store, Ueno Land, and Ken Ele Lagoon.
Please check here for details.

Others can be purchased at capsule toy departments, hobby shops, and bookstores nationwide.

Please contact us from the inquiry form after describing the product name and the content of your inquiry.

Ken Elephant official SNS and official SNS of each brand also send restock information. Please check that as well.