Shopping Guide

About Shipping

• Delivery method
• Shipping Fee
• Shipping time
• International Shipping
• Regarding long-term absence and refusal to receive parcels
• Shipping Notes

Payment
Cancellation Policy
Returns and Exchanges
About membership registration

To customers who have not received the email

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.

We have received many reports of emails not being delivered to customers using iCloud or mobile carrier email.
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 '.

If you have specified domain reception settings 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.jp]Please set up domain-specific reception.

If you cannot check your email even after completing the above steps,Contact formPlease contact us at:

■About shipping

Delivery method

• Sagawa Express
• Yamato Transport
• Japan Post
• EMS (overseas shipping)

Shipping Fee

(1) Regular products

Free shipping on purchases over 6,600 yen (tax included)!

Courier (Sagawa Express, Yamato Transport)	Japan (excluding Okinawa)	640 yen
	Okinawa	1,200 yen
Kuroneko Yu-Packet Nekopos (Yamato Transport and Japan Post)	Uniform within Japan	360 yen (some items 160 yen)

*If you purchase a free shipping item and a regular item together, the above shipping fee will apply.
*If the purchased items exceed the capacity of Kuroneko Yu-Packet, you will be charged the shipping fee for the courier service.
*If you use Kuroneko Yu-Packet, your item will be delivered in about 3 days to 1 week after shipping. In some areas, your item may be delivered by Nekoposu instead of Kuroneko Yu-Packet.

(2) Artwork

Courier (Sagawa Express, Yamato Transport)

Shipping fee 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 the product checkout screen.

Rate schedule (EMS：All Zones)
https://www.post.japanpost.jp/int/charge/list/ems_all_en.html

* Regarding shipping to the USHerePlease check.

Shipping time

Standard items: Ships within 3 business days
Orders/ Pre-order : Listed on each page
Pre-orderIf you order a sold item together with Pre-order After the release, all items will be shipped together.

If you order an Acrylic Tag Plate, it may be shipped within 4 business days.
Please be aware of this.

We are sorry, but we are unable to ship on Saturdays, Sundays, public holidays, New Year's holidays, summer holidays, and other holidays.

We do not accept requests for specific delivery dates and times.
Please be aware of this.

International Shipping

Regarding long-term absence and refusal to receive parcels

The shipping company will store your luggage for approximately one week (this varies depending on the shipping company).
Any parcels that have passed the storage period will be refused and returned to our store.

Any returned items (orders) will be treated as cancelled and will not be re-shipped, so please place a new order.
*Please note that popular and limited edition items may be out of stock and may not be available for reorder.

If you have a missed delivery notice, please contact the delivery company directly within the deadline to request redelivery.
If you do not have a missed delivery notice, please contact us using the inquiry form.

*This also applies if delivery is not possible due to an unknown address, etc.*
When placing an order, 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 contact us using the inquiry form to let us know your new address.

▼If you have to go out suddenly and will be away for an extended period of time

After your order is complete (before shipping)
Please contact us using the inquiry form.
In that case, please let us know the date you can receive it.
https://kenelestore.jp/pages/contact

After shipping is complete
When your order is shipped, we will send you an email informing you of the shipping company and tracking number.
We apologize for the inconvenience, but please contact the delivery company yourself to let us know the date you will be able to receive the item.

▼If the item is returned due to reasons such as long absence, refusal to receive, or unknown address

The customer is responsible for the return shipping fee or round-trip shipping fee (amount specified by our company). After confirming the return, we will refund the amount minus the shipping fee.
Please note that if you are absent for an extended period of time or refuse to accept delivery, we may refuse to allow you to place orders or use our services in the future.
Please note that if your package is returned due to an unknown address, it will be treated as a long-term absence.

■About payment

• Credit card: Prepayment

*Pre-orderEven in this case, payment will be made at the time of ordering.

• Convenience store payment: Prepayment (no handling fee)

*Please make payment within 7 days of the order date. If payment is not received within 7 days, your order will be cancelled.
*Please note that even if your payment is within the deadline, your order history on My Page may show as "Expired."

• Rakuten Pay (online payment): Prepayment

• PayPay: Prepayment

*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

■About cancellations

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

If a cancellation occurs due to store circumstances, refunds will be handled as follows:

If you paid by credit card, the refund will be processed to the credit card you registered when placing your order.
When the payment is confirmed, your credit card company will be charged and the amount will be debited once, but the amount of the cancellation will be refunded to your credit card in accordance with the credit card company's response schedule.
Please contact your credit card company to inquire about the refund schedule.

In the case of convenience store payment, Rakuten Pay (online payment), and PayPayHerePlease contact us via:

■About returns and exchanges

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

If there is a defect in the product, please write your order number, name, and inquiry details,From the arrival of the product7Please contact us within 24 hours using the inquiry form or by email at the address below.
We will exchange the product.

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

▼Inquiry email address
kenele-store@kenelephant.co.jp

Please note that we cannot accept returns if any of the following conditions apply:

• Products that have been delivered more than 8 days ago
• Products that have been used once
• Products that have been damaged, soiled, altered or repaired by the customer
• If the product packaging, tags, or other accessories are soiled, damaged, or lost

Shipping fees will be borne by us in the case of exchanges due to faulty or incorrect delivery, but will be borne by the customer in the case of exchanges due to customer convenience.

Please note that we may not be able to accept exchanges depending on stock availability. If the item you wish to exchange is out of stock, we will refund the purchase price via the credit card you used at the time of purchase once the return procedure is complete.

Response to defective products for customers living outside of Japan varies depending on the product.
*For all products, a photo of the defective product is required.

For miniature products and vinyl products (artworks)
We will refund you.
Please note that we cannot provide exchanges for non-defective products.

CHUKUKOBOFor products (soft vinyl)
We will refund or exchange it.
*In either case of refund or exchange, we ask that you return any defective products to us.

■About member registration

New member registrationHere

If you wish to cancel your membership, please contact us using the inquiry form or by email at the address listed below.

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

▼Inquiry email address
kenele-store@kenelephant.co.jp