Shopping guide
- Delivery Method
- Shipping fee
- Shipping time
- International shipping
- Regarding long-term absence and refusal to accept delivery
- Shipping Information
About payment
Regarding cancellations
Returns and Exchanges
About Membership Registration
To customers who are not receiving emails
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 filtered into your spam folder.
If you do not receive the email, please check your spam folder.
We have received numerous reports of emails not being delivered to customers using iCloud or their mobile carrier's email address.
We apologize for the inconvenience, but we recommend that you review your security settings and change your email address to one other than your carrier email address.
For customers who have not received the email,kenele-store@kenelephant.co.jpPlease contact us at [address/email address].
If you have set up domain-specific email filtering to prevent spam, you will not be able to use the email services on this website.store+42133848222@shopifyemail.com]and [kenele-store@kenelephant.co.jpPlease configure your email settings to allow emails from this domain.
If you still cannot find your email after following the above settings,Contact FormPlease contact us for further information.
■ About delivery
Delivery Method
- Sagawa Express
- Yamato Transport
- Japan Post
- EMS, WorldShoppingBIZ (international shipping)
Shipping fee
(1) Regular products
Free shipping on orders over ¥6,600 (tax included)!
| Courier (Sagawa Express, Yamato Transport) | Within Japan (excluding Okinawa) | 640 yen |
| Okinawa | 1,200 yen | |
| Kuroneko Yu-Packet Nekoposu (a type of shipping service) (Yamato Transport / Japan Post) | Uniform throughout Japan | 360 yen (some items 160 yen) |
*If you purchase both free shipping eligible items and regular items together, the above shipping fees will apply.
*If the contents of your order exceed the capacity of Kuroneko Yu-Packet, you will be charged the shipping fee for courier delivery.
*For Kuroneko Yu-Packet deliveries, delivery will take approximately 3 days to 1 week after shipment. Please note that in some areas, delivery may be via Nekopos instead of Kuroneko Yu-Packet.
(2) Artwork
| Courier (Sagawa Express, Yamato Transport) | Shipping costs will be paid upon delivery. *Please pay the shipping fee to the delivery person upon receipt. |
(3) International shipping
| EMS | It varies depending on the region and weight. Please check the product checkout screen. Rate schedule (EMS：All Zones) https://www.post.japanpost.jp/int/charge/list/ems_all_en.html |
| WSB | Our store offers a purchasing and proxy service:WorldShoppingBIZYou can use this service. |
*Regarding shipping to the United StatesHerePlease check.
Shipping time
Standard items: Ships within 3 business days
Orders received
If you order an Acryl Tag Plate, it may take up to 5 business days to ship.
Please be aware of this in advance.
Please note that we are unable to ship orders on Saturdays, Sundays, public holidays, and during our year-end/New Year holidays, summer holidays, and other non-business days.
We do not accept requests for specific delivery dates or times.
Please be aware of this in advance.
International shipping
Regarding long-term absence and refusal to accept delivery
Shipping companies typically hold packages for about a week. (This may vary depending on the shipping company.)
Packages that exceed the storage period will be refused and returned to our store.
Returned items (orders) will be treated as cancelled, and we cannot resend them. Please place a new order.
*Popular and limited-edition items may be out of stock and may not be available for reorder. We appreciate your understanding.
If you have a delivery notice, please contact the delivery company directly to request redelivery within the specified period.
If you do not receive a delivery notice, please contact us through the inquiry form.
*This also applies if delivery is not possible due to an unknown address, etc.*
When placing your order, please be sure to check your address, including street number and room number, before registering.
If your address has changed due to moving or other reasons, please inform us of your new address via the contact form.
▼If you have to go out unexpectedly and will be away from home for an extended period of time
《After your order is complete (before shipping)》
Please contact us through the inquiry form.
Please let us know the date you are available to receive the item.
https://kenelestore.jp/pages/contact
《After shipping is complete》
The shipping confirmation email will include information about the shipping company and the tracking number for your item.
We apologize for the inconvenience, but please contact the delivery company yourself to let them know when you can receive your package.
▼If the item is returned due to reasons such as prolonged absence, refusal to accept delivery, or unknown address.
The return shipping fee or round-trip shipping fee (at our company's rate) will be borne by the customer. After we confirm the return, we will refund the amount minus the shipping fee.
If the refund period for the payment system you used has expired at the time of payment completion, the refund will be issued via bank transfer. Please be aware of this in advance.
*Bank transfer fees will be borne by the customer.
If we are unable to contact you regarding your refund, we will temporarily suspend the refund process and will process it again once we receive your contact.
Please note that if you are absent for an extended period or refuse to accept delivery, we may refuse your future orders and use of our services.
Please note that if a package is returned due to an unknown address, it will be treated the same as if the recipient had been absent for an extended period.
Shipping Information
We are not responsible for any loss, theft, or damage during delivery.
For any issues that may arise during delivery, please contact the delivery company directly.
Delivery may be delayed due to weather conditions.
Please be aware of this in advance.
■ About payment
- Credit card: Prepayment
*
- Convenience store payment: Prepayment (no handling fee)
*Please make your payment within 7 days of placing your order. Orders will be cancelled if payment is not received within 7 days.
*Even if your payment deadline has passed, your order history on My Page may show "Expired." Please be aware of this.
- Rakuten Pay (online payment): Prepayment required
- PayPay: Prepayment
*Notice regarding the termination of Amazon Pay payment service*
We will be discontinuing our Amazon Pay payment service at this store on Monday, January 6, 2025.
For more detailsHere
■ About cancellations
We do not accept cancellations due to customer reasons after an order has been completed.
In the event of a cancellation due to store reasons, refunds will be handled as follows.
For credit card payments, the refund will be processed to the credit card registered at the time of order.
Once the payment is confirmed, your credit card company will be charged and the amount will be debited from your account. However, the amount of the cancellation will be refunded to your credit card according to your credit card company's processing schedule.
Please contact your credit card company regarding the refund schedule.
For convenience store payments, Rakuten Pay (online payment), and PayPay:HerePlease contact us.
■ Returns and Exchanges
We cannot accept returns or exchanges due to customer reasons. Thank you for your understanding.
If there is a problem with the product, please include your order number, name, and inquiry details.From the date of product arrival7Please contact us via the inquiry form or the email address below within [number] days.
We will exchange the product for you.
▼Inquiry Form
https://kenelestore.jp/pages/contact
We cannot accept returns in the following cases. Please understand this in advance.
- Products that have been received more than 8 days ago
- Products that have been used
- Products damaged, soiled, altered, or repaired by the customer.
- If the product packaging, tags, or other accessories are soiled, damaged, or lost.
Shipping costs will be covered by us in the case of exchanges due to defective products or incorrect deliveries, but will be borne by the customer in the case of exchanges due to customer's convenience.
Depending on stock availability, we may not be able to accept exchanges. If the item you wish to exchange is out of stock, we will issue a refund via the credit card you used for the purchase once the return process is complete.
For customers residing outside of Japan, the handling of defective products varies depending on the product.
*For all products, images of the defective item are required.
For miniature products and VINYL products (artwork)
We will issue a refund.
We are unable to offer exchanges for defective products. Thank you for your understanding.
We will issue a refund or exchange.
*In both cases of refunds and exchanges, please return the defective product to us.
■ About Membership Registration
New member registration isHere
■ About coupons
DetailsHerePlease check.
■ About withdrawal
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
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