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About orders
About payment methods
About Shipping
Order cancellations and changes
About gift wrapping
About the Site
About the product
About cancellation

■About ordering

◼I placed an order but haven't received an email. What should I do?

・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:

◼I would like to be issued a receipt, is that possible?

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.

■About payment methods

◼What payment methods are available?

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

◼I selected convenience store payment, but I don't know the payment number.

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:

■About shipping

◼When will the product be shipped?

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.

◼Can I specify the delivery date and time of the product?

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

◼︎How much is the shipping fee?

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 I purchase a product with free shipping and a product that requires shipping, what will the shipping cost be?

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.

◼Can I choose the delivery company?

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.

◼I haven't received my item yet. What should I do?

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-order If I purchase this item together with other items on sale, how will it be delivered?

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

◼Is it possible to ship artwork (paintings, stuffed animals, ceramics, etc.) and miniature products together?

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

■About canceling or changing your order

◼What should I do if I want to cancel my order?

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

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

◼What if I want to change the delivery date of my product?

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.

◼What if I want to change the delivery address for my product?

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.

◼What should I do if I want to return the product I received?

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.

■About wrapping

◼Can you gift wrap it for me?

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

■About the site

◼What should I do if I want to search for a product?

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.

◼What should I do if I want to register as a member?

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.

■About the product

◼Where can I purchase miniature (capsule toy) products other than through e-commerce sites?

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.

◼Can you tell me when sold-out items will be restocked?

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.

■About withdrawal

If you wish to cancel your membership, please contact us using the inquiry form.

▼Inquiry form
https://kenelestore.jp/pages/contact

About orders

I did not receive an order confirmation email

If you do not receive an order confirmation email, please check the following.

Check your spam folder
Depending on your email settings, emails may be automatically filtered into your spam folder.
Checking reception settings
If you have set up domain-specific email reception, please add the following address to your allowed sender list.
・store+42133848222@shopifyemail.com
Regarding the use of carrier email
Many cases have been reported where emails are not being delivered correctly when using iCloud or mobile carrier email.
If possible, we recommend using an email address other than your carrier's email address.
(@icloud.com, @docomo.ne.jp, @i.softbank.jp, @au.com, @ezweb.ne.jp etc.)

If the above has not resolved the issue,Contact FormPlease contact us for further information.

How much does free shipping cost

Free shipping is available for orders totaling 6,600 yen (including tax) or more.

Please note that if your order total after applying the coupon falls below 6,600 yen (including tax), you will not be eligible for free shipping.

When using a coupon, please check that your order amount meets the free shipping requirements.

I want to cancel my order

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

For more detailsShopping GuidePlease check the "Cancellation Policy" section.

I want to change the delivery address

Order number
Your name
• New delivery address

Please write the following:Contact FormPlease contact us for further information.

For orders that have already been shipped, please check the tracking number provided in the shipping confirmation email and contact the shipping company's branch office yourself.

I want to return the product I received

We do not accept returns or exchanges due to customer reasons. Thank you for your understanding.

If there is a problem with the product, please provide your order number, name, and inquiry details within 7 days of receiving the product.Contact FormPlease contact us for further information.

For more detailsShopping GuidePlease check the "Returns and Exchanges" section.

I want to check my order history

[For smartphones]
Tap the person-shaped icon displayed in the upper right corner of the site.

[For PC users]
Click "My Account" displayed in the upper right corner of the site.

Selecting an order will allow you to view your order history.
HereYou can also check it there.

Can you issue a receipt

Receipts will be issued in PDF format.
If you wish, please complete your order after it is finished.Contact FormPlease provide the following information.

Order number
·address
・Proviso

We will review the content and send it to you via email.

About coupons

I don't know how to use coupons

You can use the coupon by entering the code in the "Coupon Code Entry Field" on the order process screen.
After entering the coupon code, click the "Apply" button to apply the discount.

For smartphones
Tapping the "Add discount" button will display a coupon code input field.

*Please note that discounts will not be applied even if you enter a coupon code in the remarks section.

For further details,HerePlease check.

Coupon cannot be used

The coupon may not be usable for the following reasons.

- The minimum purchase amount for using the coupon has not been reached.
- The coupon has expired.
- The coupon has reached its usage limit.

Please check the coupon's terms and conditions before using it.

About payment methods

Types of payment methods

The following payment methods are available:

• Credit card
• Convenience store payment
・Rakuten Pay (online payment)
PayPay

*All payments are required in advance.

For more details, please see the shopping guide."Regarding Payment"Please check.

Where can I check my convenience store payment number

The convenience store payment number will be displayed on the order completion screen. Please be sure to write it down.
It is also stated in the payment confirmation email.

If you cannot confirm the number, please check the following.

- Is there a mistake in the email address you registered?
- Check your spam folder.
- Check if you have blocked incoming messages.

If the problem persists, please include your order number and name.Contact FormPlease contact us for further information.

About delivery

Can I specify the delivery date and time of the product

We apologize, but we do not accept requests for specific delivery dates and times when placing an order.

After your order has been shipped, please check the tracking number provided in the shipping confirmation email and contact the shipping company's branch office directly. You may be able to change the delivery date and time.

When will the product be shipped

For regular products, after your order is completed Within 3 business days We will ship it to you.
Please note that when placing your order... Unreleased Pre-order If it includes All items will be shipped together once they are all available.

Order received Pre-order Please check the individual product pages for information regarding any delays in shipping, such as for works on display during exhibitions.

If the product does not arrive

First, please check if you have received a shipping confirmation email.
As stated in the shipping confirmation email Shipping tracking number You can check the delivery status from here.

If you cannot check the delivery status,Please contact us via the inquiry form, including your order number.

How much does shipping cost

For purchases of 6,600 yen or more (tax included)Free shippingThis is the result.

For courier delivery, the shipping fee is 640 yen within Japan (excluding Okinawa) and 1200 yen for Okinawa.
For tracked mail delivery, the nationwide flat rate is 360 yen (160 yen for some items).

Artwork (paintings, stuffed animals, ceramics, etc.) will be shipped via cash on delivery. Please be aware of this beforehand.

For more detailsShopping GuidePlease check the "Shipping Information" section.

If you purchase a free shipping product and a product that requires shipping, the shipping fee will be

For courier delivery, the shipping fee is 640 yen within Japan (excluding Okinawa) and 1200 yen for Okinawa.
For tracked mail delivery, the nationwide flat rate is 360 yen (160 yen for some items).

For purchases of 6,600 yen or more (tax included)Free shippingThis is the result.

Artwork (paintings, stuffed animals, ceramics, etc.) will be shipped via cash on delivery. Please be aware of this beforehand.

For more detailsShopping GuidePlease check the "Shipping Information" section.

<tc>Pre-order</tc> Shipping when purchasing this item together with regular items is

Pre-orderOrders containing this item will be shipped together once all items are available.

example:
Pre-orderIf you order item A and regular item B together,
Pre-orderAfter the release of item A, we will ship items A and B together.

Can artwork and miniature products be bundled together

Artwork (paintings, stuffed animals, ceramics, etc.) will be shipped cash on delivery and cannot be shipped together with other items such as miniature products.

Please note that each item will be delivered separately.

Can I choose the delivery company

Depending on the product, delivery will be handled by Sagawa Express, Yamato Transport, or Japan Post.
Customers cannot choose their preferred option.
We ship internationally via EMS.

For more detailsShopping GuidePlease check the "Shipping Information" section.

About wrapping

Do you support wrapping

We apologize, but we do not offer gift wrapping services.

About the site

If you would like to register as a member

You can register as a member by following the steps below.

[For PC users]
Click "My Account" displayed in the upper right corner of the site.

[For smartphones]
Tap the person-shaped icon displayed in the upper right corner of the site.

The "Log in to your account" screen will appear, so click at the bottom of the screen.
Please register as a member by clicking "Create an account".
HereYou can also register from here.

If you want to search for a product

You can search for products using the search box displayed at the top of the site.
Additionally, you can search for products by genre using the "Search by Product Category" and "Brand" dropdown menus.

About the product

Can miniature (capsule toy) products be purchased outside of EC sites

Miniature (capsule toy) products can be purchased not only through our e-commerce site but also at the following directly managed stores.

Company-owned stores
・KENELE STAND
・KENELE LAGOON
・Kenerebunshitsu

You can also purchase them at capsule toy vending machines, hobby shops, bookstores, and other retailers nationwide.

Can you tell me when sold out items will be restocked

Please include the product name and your inquiry.Contact FormPlease contact us for further information.

We also post restock information on Ken Elephant's official social media accounts and the official social media accounts of each brand. Please check those as well if you'd like.

About withdrawal

Click here to unsubscribe

If you wish to cancel your membership, please contact us via the inquiry form and let us know that you wish to cancel your membership.

▼Inquiry Form
https://kenelestore.jp/pages/contact

Email magazine registration

We deliver the latest information on new miniatures and soft vinyl figures, as well as pre-order and lottery items. There are also coupons available exclusively for newsletter subscribers.