shopping guide
- delivery method
- Delivery charge
- shipping time
- International shipping
- About long-term absence and withdrawal (refusal)
- Instructions about the delivery
Cancellation
About returns and exchanges
■ About delivery
delivery method
- Sagawa Express
- Yamato Transport
- EMS (overseas shipping)
Delivery charge
(1) Regular products
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)
| Parcel delivery (Sagawa Express, Yamato Transport) |
Within Japan (excluding Okinawa) | 640 yen |
| Okinawa | 1,200 yen | |
| traceable mail service (Yamato Transport) |
uniform in Japan | 360 yen |
* If the purchased product exceeds the capacity of the trackable mail service, the shipping fee of the courier service will be charged.
(2) art work
| Parcel delivery (Sagawa Express, Yamato Transport) |
Shipping fee cash on delivery *Please pay the shipping fee to the delivery person at the time of receipt. |
(3) Overseas shipping
| EMS | Varies by region and weight. Please check the product checkout screen. |
Shipping time
Regular products: Shipped within 3 business days(to Japan) Ordered/reserved products: Listed on each pageUnfortunately, we cannot ship on Saturdays, Sundays, public holidays, year-end and New Year holidays, and holidays such as summer vacation.
For regular products, we will accept the designation of the desired delivery date and time.
* Even if a time is specified, delivery may not be possible within the specified time due to circumstances.
- Morning (8:00-12:00)
- 12:00 to 14:00
- 14:00-16:00
- 16:00-18:00
- 18:00-21:00
We cannot accept requests for delivery date and time for pre-order items, traceable mail flights, and EMS. Please note.
International shipping
We ship internationally.Shipping charges vary depending on the destination area and weight of the item.Please check on the checkout page of the product.
About long-term absence and withdrawal (refusal)
The shipping company's luggage storage period is about one week. (Depends on shipping company)
Packages that have passed the storage period will be rejected and returned to our store.
The returned product (order) will be treated as a cancellation and cannot be redelivered, so please place a new order.
* Popular items and limited items may not be in stock and may not be reordered. note that.
If you have an absence slip, please request redelivery directly to the delivery company within the deadline.
If you do not have an absentee ballot, please contact us using the inquiry form.
*Even if delivery is not possible due to unknown address, etc.*
When ordering, please be sure to check the street address, room number, etc. before registering your address.
If your address has changed due to moving, etc., please let us know your new address using the inquiry form.
▼When you are away for a long time due to a sudden outing
《After order completion (before shipment)》
Please contact us from the inquiry form.
At that time, please let us know the day when you can receive it.
https://kenelestore.jp/pages/contact
《After shipment》
We will inform you of the shipping company and the tracking number of the product in the notification email when the shipment is completed.
Sorry to trouble you, but please contact the delivery company by yourself to inform the delivery company of the date you can receive it.
▼Returned due to long-term absence, refusal to receive, unknown address, etc.
The return shipping fee or round-trip shipping fee (the amount specified by our company) will be borne by the customer. After confirming the return, we will refund the amount after deducting the shipping fee.
If you are absent for a long period of time or refuse to receive the item, we may refuse to order or use it in the future.
Please note that even if it is returned due to an unknown address, it will be the same as a long-term absence.
Instructions about the delivery
We are not responsible for any loss, theft, damage, etc. during delivery.
If you have any problems during delivery, please contact the delivery company yourself.
Delays may occur due to weather conditions.
Please note that we may not be able to deliver the product by the desired delivery date.
■ About payment
- Credit card: prepayment
- Convenience store payment: prepayment (free of charge,only domestic)
- Rakuten Pay (online payment): prepayment
- PayPay: Advance payment
- Amazon Pay: Prepaid
■ Cancellation
We do not accept cancellations due to customer's convenience after the order is completed.
In the event of cancellation due to store circumstances, refunds will be handled as follows.
In the case of a credit card, the refund will be processed to the credit card registered at the time of ordering.
When the payment is confirmed, your credit company will be billed and debited once, but the cancellation amount will be refunded to your credit card according to the credit company's response schedule.
Please contact your credit company for the refund schedule.
■ About returns and exchanges
We cannot accept returns or exchanges due to customer convenience. Please be forewarned.
In the unlikely event that there is a defect in the delivered product, please contact us by the inquiry form or the following email within 7 days from the arrival of the product.
We will exchange the product.
▼Inquiry form
https://kenelestore.jp/pages/contact
▼Inquiry email address
kenele-store@kenelephant.co.jp
We cannot accept returns if any of the following apply. Thank you for your understanding.
- Products that have passed 8 days or more since the product arrived
- Product used once
- Products that have been damaged, defaced, processed, or repaired by the customer
- When accessories such as product packages and tags are defaced, damaged, or lost
Shipping charges will be borne by our company in the case of exchanges due to defective products or incorrect delivery, etc., and will be borne by the customer in the case of customer's convenience.
Depending on the stock status, we may not be able to accept exchanges. If the item you wish to exchange for is out of stock, we will issue a refund via the credit card used at the time of purchase as soon as the return procedure is completed.
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