FAQ

Your order may not have been completed correctly, or your email address may be incorrect.
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 to prevent spam mail, etc., you will not be able to use the e-mail services of this website. [kenele-store@kenelephant.co.jp] Please set domain-specific reception. please.

If you still cannot confirm your email even after completing the above settings, please contact us using the Contact Form .

Yes. After completing your order, please contact us using the inquiry form along with your order number and stating that you would like to receive a receipt.

Credit card, convenience store payment, Rakuten Pay (online payment), PayPay, and Amazon Pay can be used.
*All paid in advance

For details, please check "Payment" in Shopping Guide.

Payment information is included in the payment completion notification email sent when your order is completed.

First of all, please make sure that the email address you registered when placing your order is correct.

Also, the email sent from our store may be judged as spam and may be sorted into your spam folder or blocked from receiving it.
Please check that as well.

If none of the above apply, please contact us using the inquiry form , including your order number and name.

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

If there is a delay from purchase to shipment, such as for orders Pre-order or works during an exhibition, please check the information on each product page.

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

For orders Pre-order, we do not accept delivery date and time specifications. Please note.

For courier delivery, it costs 640 yen in Japan (excluding Okinawa) and 1200 yen in Okinawa.
For traceable mail delivery, the shipping fee is 360 yen nationwide (160 yen for some products).

Free shipping for purchases over 6,600 yen including tax.

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

For details, please check "About delivery" in Shopping Guide.

If you purchase an item with free shipping and an item that requires shipping, the standard shipping charges will apply.

For details, please check "About delivery" in the Shopping Guide.

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

For details, please check "About delivery" in the Shopping Guide.

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

If your order includes an unreleased item Pre-order, all items will be shipped together as soon as they are released.

Pre-order is in stock, all items will be shipped together.

Since artworks will be delivered cash on delivery, they cannot be bundled with other products. Please note.

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

For details, please check "About cancellation" in Shopping Guide.

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

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

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

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

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

If there is a problem with the product, please contact us using the Contact Form within 7 days of receiving the product, including your order number, name, and inquiry details.

For more information, please check "Returns and Exchanges" in the Shopping Guide.

I'm sorry. Our store does not offer wrapping services.

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

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

The “Log in to your account” screen will be displayed. You can register as a member by clicking "New member registration 'Create an account'" at the bottom.

You can also register here .

You can purchase at Ken Ele Stand, Gransta Yaekita store, Akihabara store, Shinbashi Station store, Ueno Land, and Ken Ele Lagoon.
For details, please check here.

Available at other capsule toy departments, hobby shops, and bookstores nationwide.

Please write the product name and inquiry details and contact us using the inquiry form .

Restock information is also posted on Ken Elephant's official SNS and each brand's official SNS. Please check that as well if you wish.