Frequently asked questions

Damage to the outer box will be considered a defect on the part of our store or the delivery company, but the condition of cards, playmats, and accessories is not covered by the warranty.
We appreciate your understanding.

We cannot accept exchanges or returns for products due to the presence or absence of shrink wrap (transparent film) or damage.
Additionally, we cannot accept exchanges or returns for products due to tears in the exterior of the sleeve (deck shield).
Since this is an overseas product, the shrink wrap may break during shipping. Thank you for your understanding.

The number of items contained in the product is not covered by the warranty.
There are many packaging errors with overseas products.
We appreciate your understanding.

① Within 3 days of receiving the item, please send an email to "support@kinokos-shop.co" stating that you wish to return the item and a photo showing the condition of the item. Please make sure to write "First purchase return request" in the subject line.

② We will reply to you to let you know if the condition of the product meets our standards. After looking at the photos, we will contact you with instructions on how to proceed with the refund.
Please send the item back to us with postage prepaid. We will send you a refund as soon as the item arrives at our store.

*We are not responsible for any loss or damage to the product during delivery. We also cannot accept returns or refunds.

For unopened promo products, detailed inspection cannot be performed, so the contents of the product are not covered by the warranty.
We appreciate your understanding.

Individual differences that occur during the manufacturing process, such as printing on the outer can, are not covered by our store's warranty.
Please note that since this is an overseas product, there may be significant individual differences compared to products made in Japan.

Products marked as "Pre-order" on the product page can be ordered on an advance reservation basis.
Since items will be shipped as soon as they arrive, we cannot accept requests for specific delivery dates. In addition, the scheduled shipping date may change due to changes in the arrival schedule.
Please note that you cannot purchase regular products at the same time as pre-order items. We apologize for the inconvenience, but please place your orders separately.

Credit card payment (VISA, MASTER, JCB, AMEX, DINERS)
Paypal
Amazon Pay
PayPay
Pay Later
is available.
Cash on delivery payment is not available.

We regret to inform you that we can only deliver products within Japan.

Your credit card company or deferred payment company will be charged when your order is confirmed.
Please note that depending on your company's closing date and withdrawal date, you may be charged even before the product has been shipped.

Shipping is free nationwide for purchases totaling 3,000 yen or more (tax included).
A flat rate shipping fee of 298 yen will be charged nationwide.

Generally, delivery will be by Yamato Transport or Yu-Pack.
In addition, thin items (such as card sleeves and albums) will be shipped via Nekopos or Click Post.

If the items are shipped on the same day, they may be shipped together.
If you would like to have it shipped separately, please comment when ordering.

Please specify in the notes section when ordering.
Additionally, we do not accept pick-up at Sagawa Express offices, convenience stores, or PUDO pickup.

In-stock items will be shipped within 3 business days after payment is confirmed.
Orders placed on Saturdays, Sundays, and holidays will be shipped within 2 to 3 business days.

Pre-orders will be shipped as soon as they arrive and are inspected.
In addition, the delivery date for the same product may be different depending on the international flight arrival and departure status.
For large volume shipments, it may be difficult to ship in the order of order date and time in order to streamline shipping and packaging operations.
We appreciate your understanding.

Please refer to the tracking number provided in the email sent to you when your order has been shipped.
If there is an error in the tracking number or if it says "completed" but you have not received the item, please contact us and we will check with the delivery company.

If the product cannot be delivered due to an extended absence or an unknown address, the delivery company will contact you.
If we are unable to contact you within the delivery company's storage period or if you are unable to collect the item due to refusal to accept it, the delivery company will return the item to our store.
After confirming the return, your order will be cancelled.
Please note that if you cancel for the above reasons, the refund will be treated as a return due to customer's convenience and will be subject to the deduction of round-trip shipping fees, settlement fees, and bank transfer fees.

If the package is returned by the shipping company due to the expiration of the storage period or an incorrect registered address, we will contact you and resend the package.
In case of re-shipment, we will ship the item cash on delivery.
note that.
The storage period for returned products will be two weeks.

In-stock items can be cancelled up until the time of shipment.
Pre-ordered items can be cancelled up to two weeks prior to the local release date, except for non-cancellable items.
If you cancel after payment, a sales fee will be charged (10% of the price).
In addition, since refunds will be made by bank transfer to your bank account, you will be responsible for the bank transfer fee (220 yen).

Example: Canceling an order of 5,000 yen
5000 x 0.9 - 220 = 4,380 yen refund

If we find that you have cancelled for personal reasons, we may refuse to do business with you in the future.
In that case, all pre-orders will be cancelled and transactions on other platforms will be refused.

If you wish to change your order, please contact us first and we will cancel your order.
Please note that we cannot change the contents of your order after it has been confirmed.

We only accept returns within 3 days of receiving the product and if the product is unopened.
Upon arrival, please check the product.

If the return is due to a customer's convenience, you will be responsible for the round-trip shipping fee + administrative fee (15% of the price) + transfer fee (220 yen) + packaging material fee (300 yen).
If the shop finds a defect, we will refund the full amount after receiving the returned product cash on delivery.

Regular orders (other than pre-orders) can be shipped together if they are made before the shipping notification is sent.
Please contact us.

If the sales periods are far apart, we will ship the items separately.

Please click on [Contact Us] at the bottom of our shop, or on [Contact Us] at the top of the page to display the inquiry form. Please contact us from there.

We will try to reply to your inquiries as soon as possible, but if we are busy with inquiries, it may take some time for us to reply.
We will usually reply within 2 business days.

Also, if you do not receive a reply from us after a while, it may be that your email was not received correctly or was not sent.
Please contact us again.

We are very sorry, but we do not accept this at our shop.

We do not issue receipts at our shop for the following reasons:

[Credit card, Paypal, Rakuten Pay, next month deferred payment]
The usage statement issued by your company will serve as a receipt.

Please note that we cannot be held responsible for any skin rashes, injuries, or other health problems that may occur during use.
Depending on your constitution, you may experience allergies such as itching and rashes.
If you notice any abnormalities on your skin, discontinue use and consult a specialist immediately.