shopping guide
- Delivery method
- Shipping fee
- Shipping time
- Overseas shipping
- About long-term absence/rejection (rejection)
- Notes on shipping
About cancellation
About returns and exchanges
About membership registration
■About delivery
Delivery method
- Sagawa Express
- Yamato Transport
- EMS (overseas shipping)
Shipping fee
(1) Regular product
Free shipping for purchases over 6,600 yen including tax!| Courier delivery (Sagawa Express, Yamato Transport) |
Japan (excluding Okinawa) | 640 yen |
| Okinawa | 1,200 yen | |
| Trackable mail service (Yamato Transport) |
Uniform within Japan | 360 yen (some products are 160 yen) |
*If the purchased item exceeds the capacity of the trackable mail service, you will be charged the shipping fee for the courier service.
(2) Artwork
| Courier delivery (Sagawa Express, Yamato Transport) |
Cash on delivery *Please pay the shipping fee to the delivery person upon receipt. |
(3) Overseas shipping
| EMS | Varies depending on region and weight Please check on the product checkout screen. |
Rate schedule (EMS: All Zones)
https://www.post.japanpost.jp/int/charge/list/ems_all_en.html
Shipping time
Regular product: Shipped within 3 business days
Order/
If you order Acryl Tag Plate, it will be shipped within 4 business days. There is
Thank you for your understanding.
We apologize for the inconvenience, but we are unable to ship on Saturdays, Sundays, holidays, year-end and New Year holidays, summer holidays, and other holidays.
For regular products, you can specify the desired delivery date and time.
If you have a preference, please enter your desired date and time in the "Notes" field on the cart screen before placing your order.
※We may not be able to accommodate your request depending on the order completion date and delivery address.In that case, please note that we will make your request as soon as possible.
*Even if you specify the date and time , delivery may not be possible within the specified time due to circumstances.
- Morning (8:00-12:00)
- 12:00-14:00
- 14:00-16:00
- 16:00-18:00
- 18:00-21:00
Order
Overseas 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/rejection (rejection)
The shipping company will store your luggage for approximately one week.(Depends on the shipping company)
If the storage period has passed, the package will not be accepted and will be returned to our store.
Products (orders) that are returned will be treated as cancelled, and we will not be able to re-deliver them, so please re-order.
※Popular items and limited edition items may be out of stock and may not be reordered.note that
If you have an absentee note, please request re-delivery directly to the delivery company within the collection deadline.
If you do not have an absentee ticket, please contact us using the inquiry form.
*This also applies if delivery cannot be made 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 changes due to moving etc., please contact us with your new address using the inquiry form.
▼If you go out suddenly and will be away for a long time
《After completing your order (before shipping)》
Please contact our store using the inquiry form.
At that time, please let us know the day you can pick it up.
https://kenelestore.jp/pages/contact
《After shipping》
In the notification email when shipping is completed, please provide the shipping company and product tracking number. We will guide you
We apologize for the inconvenience, but please contact the delivery company yourself to confirm the pick-up date.
▼If the item is returned due to long-term absence, refusal to receive the item, 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 minus shipping costs.
If you are absent for a long period of time or decline to receive the item, we may refuse your future orders or use of the service.
Please note that if the item is returned due to an unknown address, it will be treated as a long-term absence.
Notes on shipping
We are not responsible for loss, theft, damage, etc. during delivery.
For any problems that occur during delivery, please contact the delivery company yourself.
Due to weather conditions, delays may occur with delivery companies, etc.
Please note that we may not be able to deliver your desired delivery date.
■About payment
- Credit card: Advance payment
- Convenience store payment: Advance payment (free of charge)
※Even if the payment deadline has passed, the order history on My Page will show "Expired". It may be displayedbe careful
- Rakuten Pay (online payment): Advance payment
- PayPay: Advance payment
- AmazonPay: Prepayment
■About cancellation
We do not accept cancellations due to customer convenience after the order has been 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 card company will be billed and the amount will be debited once, but the canceled amount will be refunded to your credit card according to the credit company's response schedule. Masu
Please contact your credit card company for refund schedule.
■About returns and exchanges
We cannot accept returns or exchanges due to customer convenience.Please be forewarned
If there is a problem with the delivered product, please contact us via the inquiry form or the email below within 7 days after receiving 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 the following items apply.Thank you for your understanding
- Products that have been delivered for more than 8 days
- Products that have been used once
- Products damaged, soiled, processed, or repaired by the customer
- If accessories such as product packaging or tags are soiled, damaged, or lost
Shipping charges will be borne by our company in the case of an exchange due to defective or incorrectly delivered items, and will be borne by the customer if the exchange is due to the customer's convenience.
Depending on stock status, 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 at the time of purchase as soon as the return procedure is completed.
Response to defective products for customers living outside of Japan varies depending on the product.
*For any product, an image of the defective product is required.
For miniature products and VINYL products (art works)
We will issue a refund.
We cannot accept exchanges for non-defective products.Please note
For products handled by Hollow Koubou (soft vinyl)
We will issue a refund or exchange.
*For both refunds and exchanges, please return any defective products to our company.
■About membership registration
Click here to register as a new member
If you wish to withdraw your membership, please contact us using the inquiry form or the email below.
▼Inquiry form
https://kenelestore.jp/pages/contact
▼Inquiry email address
kenele-store@kenelephant.co.jp
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