Frequently asked questions

Your order may not have been completed correctly or your email address may be incorrect.
Also, depending on your email settings, emails from this site may end up in your "spam" folder. If you do not receive an email, please check your spam folder.

If you have set up domain-specific reception to prevent spam, you can receive emails by adding the following two addresses to your receiving list.
・store+42133848222@shopifyemail.comWe have received many reports of customers using iCloud or mobile carrier email not receiving emails.
We apologize for the inconvenience, but we recommend that you review your security settings or change your email address to one other than your carrier email address.
(Carrier email: @icloud.com, @docomo.ne.jp, @i.softbank.jp, @au.com, @ezweb.ne.jpetc.)

If you change your email address or cannot check your email even after configuring the above settings,Contact formPlease contact us at:

Receipts can be issued.
After completing your order,Contact formPlease contact us with the following details:

1. Order number
2. Addressee
3. Disclaimer

The publication format is PDF only.
After checking the information you have entered, we will send it to you by email in PDF format.

Credit cards, convenience store payments, Rakuten Pay (online payments), and PayPay are accepted.
*All payments in advance

More informationShopping GuidePlease check "Payment" on the website.

*Notice regarding the termination of AmazonPay payment service
As of Monday, January 6th, 2025, we will be terminating the AmazonPay payment service at our store.
More informationHere

When you complete your order, the convenience store payment number will be displayed on the screen. Please make sure to write it down. The convenience store payment number will also be included in the payment completion notification email.
If you are unable to confirm, please first check that the email address you registered when placing your order is correct.

Additionally, if you have spam filters or are using a carrier email address, you may not receive the email. Please also check your spam folder and email blocking settings.

If none of the above applies, please write your order number and name,Contact formPlease contact us at:

Standard products will be shipped within 3 business days after your order is placed.

Order Pre-order If there is a delay between the time of purchase and the time of shipping, such as for works currently being exhibited, please check the individual product pages for details.

I'm sorry.
We do not accept requests for specific delivery dates and times.

For courier delivery, the shipping fee is 640 yen within Japan (excluding Okinawa) and 1,200 yen to Okinawa.
Trackable mail is 360 yen nationwide (160 yen for some products).

Free shipping for purchases over 6,600 yen (tax included).

Please note that artworks (paintings, stuffed toys, ceramics, etc.) will be delivered on a cash-on-delivery basis.

More informationShopping GuidePlease check "Shipping Information" on the website.

If you purchase a free shipping item and a shipping item together, the regular shipping fee will apply.

More informationShopping GuidePlease check "Shipping Information" on the website.

Depending on the product, delivery will be via Sagawa Express, Yamato Transport, or Japan Post.
You cannot choose according to your wishes.
Overseas shipments will be delivered via EMS.

More informationShopping GuidePlease check "Shipping Information" on the website.

Please check if you have received the shipping completion email and then check the delivery status using the shipping slip number, or send it along with your order number.Contact formPlease contact us at:

In addition, if there are any unreleased items in your order, Pre-order If all items are included, they will be shipped together once they are released.

Pre-orderOnce they arrive, they will all be shipped together.

Please note that artworks are delivered cash on delivery and cannot be packaged with other products.

We do not accept cancellations due to customer reasons after the order has been completed.

More informationShopping GuidePlease check "Cancellation Policy" on the website.

Please enter your order number, name, and desired date and time of change.Contact formPlease contact us at:
*Please note that we may not be able to accommodate your request depending on the timing.

If your order has already been shipped, please check the shipping slip number listed in the shipping confirmation email and contact the shipping company's office yourself.

Please enter your order number, name, and new shipping address.Contact formPlease contact us at:

If your order has already been shipped, please check the shipping slip number listed in the shipping confirmation email and contact the shipping company's office yourself.

Please note that we do not accept returns or exchanges due to customer convenience.

If there is a defect in the product, please contact us within 7 days of receiving the product, stating your order number, name, and inquiry.Contact formPlease contact us at:

More informationShopping GuidePlease check "Returns and Exchanges" on the website.

We are sorry, but we do not offer gift wrapping services.

You can search using free word search in the search box at the top of the site.

You can also search by genre using the "Search by product category" or "Brand" drop-down menu.

For PC users: Click "My Account" in the top right corner of the site.
For smartphones: Touch the human icon in the top right corner of the site

The "Log in to your account" screen will appear. You can register as a member by clicking "New Member Registration (Create an account)" at the bottom.

HereYou can also register from here.

Available for purchase at Kenele Stand, Gransta Yaekita store, Akihabara store, Shimbashi Station store, Ueno Land, Nagoya Station store, Yokohama Red Brick Warehouse store, Echika fit Tokyo store, Sapporo Stellar Place store, Shanghai store, and Kenele Lagoon.
More informationHerePlease check.

It can also be purchased at capsule toy sections, hobby shops, and bookstores nationwide.

Please enter the product name and inquiry details.Contact formPlease contact us at:

We also post information about restocks on Kenelephant's official social media accounts and the official social media accounts of each brand. Please check those out as well.