FAQ

For products that are "checking stock," this is displayed when we have reached the planned sales quantity and are considering additional sales, or when there is a cancellation due to non-payment and there is a possibility that the remaining quantity will be resold.

Therefore, you cannot purchase an item while it displays "Checking stock."

In addition, the timing of resale is irregular, so we are unable to answer any inquiries.
Please note that if we are unable to secure stock, the display will be changed to "SOLD OUT."

It is possible that you have settings set up to receive emails from designated domains.
Please set it up so that you can receive emails from noreply@yuika-store.jp.
In addition, the order confirmation email is sent automatically from the system, so if you do not receive it, it may be that your settings do not allow you to receive "emails sent from the system", "emails containing URLs", "automatically sent emails", etc. Please check your reception settings.
If you do not receive an order confirmation email, please check your order details in the "Order History" section of your [My Page].

We apologize for the inconvenience, but please check your email reception settings.

Once an order has been completed, it is not possible to add/change order details, change the payment method, or cancel the order.
Please consider carefully before placing your order.

Please select "Same as shipping address" here.
Even if you select [Use a different billing address] and change your address, we will not send an invoice to the changed address.
Please note.

This is a payment agency service.
If you wish to pay at a convenience store, please select this option when choosing your payment method.

Address changes cannot be made after an order has been completed.
After the product has been shipped, please check the shipping notification email that will be sent to you, and then directly provide the shipping address to the carrier.

If you change the shipping address to an address in a different delivery area, additional shipping charges will apply.
Delivery will be on a cash-on-delivery basis, so please ask the carrier for details when you contact them.

■In the following cases, you may be able to change your address on the online store.

・If you have ordered a product with a future shipping date, such as a pre-order item, and there is still a sufficient amount of time until the shipping date

If you would like to confirm whether you can change your address, please contact us using the inquiry form, clearly stating the "address at the time of ordering" and the "changed address".
(※When filling out your address, please be sure to include the postal code, prefecture, building name, room number, etc.)

We accept credit cards, convenience store payments, atone next month payment (convenience store/direct debit), and deferred payment (convenience store/bank ATM).

The number required for payment will be displayed on the screen when you complete your order.
You will also receive an automatic email from KOMOJU with the payment number. *This email was sent from "no-reply@komoju.com".
If you did not take a note of your payment number when you completed your order, and were unable to receive emails from KOMOJU due to domain settings, etc., you will not be able to confirm your payment number. Please place your order again.

If the payment deadline has passed for any reason, we will not be able to accommodate you.
In that case, we will cancel your order and you will need to place a new order.

Once the payment is complete, KOMOJU will send you an email to notify you that your payment has been completed.
If you have email reception settings, please disable the "@komoju.com" filter and set it up so that you can receive emails from no-reply@komoju.com.

Payment will be made after your order, so please check the withdrawal date listed on your statement for the month following the month in which you placed your order.
The name will be shown on your card statement as ""Yuika" ONLINE STORE."
Payment can only be made in a lump sum.

Even if your order is cancelled due to payment expiring, the payment status will be displayed as [Pending].
Please click on the order number to see the cancellation date.

Products that do not have a shipping time listed on the product detail page will usually be shipped within 2 weeks after payment is confirmed if the payment method is convenience store payment (KOMOJU), or within 2 weeks after order confirmation if payment is made by other means.

*This is "shipping" and not "arrival", so the actual number of days it takes for delivery will vary depending on your area and transportation conditions.
*We cannot accept requests for specific delivery dates and times, delivery methods, or special packaging for gifts, etc.
*Products will be delivered by Yamato Transport, Sagawa Express, or Japan Post. You cannot specify the delivery company.

Once your order has been shipped, you will receive an order completion email.
The email will include the shipping company and inquiry waybill number, so you can check the shipping status yourself.
You can also check the shipping status in "Order History" under [Member Information].

If you are not at home when your order is delivered, please follow the instructions on the delivery slip left by the delivery company to receive the item.
If you do not receive the item within the storage period, it will be returned to the sender. Please note that you will be responsible for any shipping fees incurred when re-shipping the item.
If you have not received your order within 3 weeks of your order date (or the expected delivery date for pre-order items), please contact us using the inquiry form on our website.

We cannot accept any returns as orders will be shipped based on order number.

We cannot accept requests for specific receipt dates and times or delivery companies.

Some products cannot be shipped overseas, such as prohibited items for export. For products that cannot be shipped overseas, information is provided on the product details page.

Shipping times within Japan and overseas are different. Please check the shipping schedule as your order may not arrive in time for the performance.

International shipping fees can be confirmed on the product payment screen.

Customs duties, import duties and taxes (VAT) may be charged after the package arrives in the shipping country/region/state.
Comply with all laws and regulations of the country/region/state where you ship.
Customs clearance conditions vary depending on the shipping destination, so please contact the appropriate customs agency for details.

Products will be delivered by UPS. You cannot specify the delivery company.

As support information, we will send you an email to inform you that your package has been shipped. Please check the email for details. The email will contain the tracking number for your package, so you can check the shipping status yourself.

We cannot send a second shipment, so please make sure you receive it the first time.

In the unlikely event that the product is defective, we will exchange it for a good product.
Please note that if the product is sold out at the time of exchange or if it is a limited edition product and exchange is not possible, we may refund your money.

[For mail order sales]
Please contact "YUIKA" ONLINE STORE" with your name, order number, and the condition of the defect within 7 days of receiving the product. We will inform you of the procedure later.
Please note that you cannot specify the exchange method.

* Products with a shipping date of "Delivery before the performance date" will be delivered close to the performance date, so the product exchange may not be possible in time for the performance date. Please note that we may inform you of the exchange at the performance venue.
* If the product is returned unilaterally without the consent of our store, or if the product is returned by a method different from the instructions of our store, the returned product will be disposed of at our discretion and no refund will be made.
* For products with the manufacturer's contact information listed in the instruction manual, please contact the manufacturer directly.
*If the product is defective due to a transportation accident, please contact the shipping company directly within 7 days of receiving the product.
*We can only exchange the product for a good product of the same type and design, and cannot exchange or return the product for a different type or design.
*We cannot accept products purchased at other stores. Please contact the store where you purchased the product directly.

We cannot accept exchanges in the following cases.
-If the request is made by someone other than the purchaser
-If it has been more than 7 days since the product arrived (please be sure to check the product upon delivery)
-If the product has been used
-If the product has been processed or repaired by the customer
-If the product has been washed
-If the product has been damaged or soiled by the customer
-If the tag has been cut off
-If the product has minor manufacturing scratches that are generally considered to be within the range of a good product
-If the product has been returned unilaterally without the consent of our store, or if the product has been returned in a way that is different from the instructions of our store

[If purchased at the venue]
We will exchange it for a good product at the venue on the day.
We cannot accept exchanges after the end of the venue sales on the day of the performance or the day after, so please be sure to check the contents when you receive it.

We cannot accept exchanges in the following cases.

- If the request is made by someone other than the original purchaser

- If the request is made after the end of merchandise sales on the day of the performance or the day after

- If the item has been used

- If the item has been modified or repaired by the customer

- If the item has been damaged or soiled by the customer

- If the tag has been removed

- If the item has minor manufacturing defects that are generally considered to be within the range of acceptable quality

■We will reply within 3 business days (within 3 days excluding Saturdays, Sundays, and holidays).

If you do not receive a reply email, it may be due to your reception settings, so please contact us again from a different email address within 7 days of receiving the item.

If you have forgotten your password, you can check it from the [Login] page.
After accessing the [Login] page, click the [Forgot your password?] button, enter your registered email address, and then click the [Submit] button.
An email titled "【『ユイカ』ONLINE STORE】Password Reset" will be sent to your registered email address, so please check it.

We aim to respond within three business days (excluding Saturdays, Sundays, holidays, New Year's holidays, and summer holidays).
If you have not received a reply email even after waiting that long, please contact us again from a different email address as this may be due to an issue with your email reception settings.

Furthermore, we will read all emails containing opinions, requests, comments, etc., and use them as a reference for future operations.
Please note that we will not reply to your inquiry.

*Replies to inquiry emails will be sent from "support@yuika-store.jp".

*Even if you send an inquiry email to the automatic email address "noreply@yuika-store.jp", we will not be able to confirm the content or reply to you as this is a delivery-only address.

*Please contact us well in advance regarding any inquiries regarding ordering.
Please note that we may not be able to respond in time to inquiries made the day before or on the day of the order deadline.

<For Gmail users> If you receive the email via Gmail, it may have been automatically sorted into the spam folder, deleted folder, or other folder.
If you do not receive a reply email in your inbox, please check each folder.

If you have checked the [Frequently Asked Questions] but your question is not resolved, please contact us using the email form.

If you have already placed an order, please be sure to let us know your order number.
*Please refrain from making inquiries regarding anything other than mail order.

『ユイカ』ONLINE STORE
"Contact Us
24-hour reception, but replies will only be sent on business days (weekdays excluding weekends, national holidays, New Year's holidays, and summer holidays)