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Frequently asked questions

We have compiled a list of frequently asked questions from our customers. Please check here before contacting us.

Can I cancel my order?
Can I change the product/quantity after completing my order?
Can I change the shipping address after completing my order?

Even if you change the delivery address information on My Page after completing your order, the order information will not be changed.
Please be sure to check the following, as the response will vary depending on the shipping status of your order.

◎Check the shipping status
Please check the shipping status of your order.

  1. If you have received a "Shipping Information" email from our store
    "After shipping"Therefore,Please contact Yamato Transport to make the change yourself.
  2. Please check the delivery status of your order history on My Page.

◎ Before shipping
Please contact us immediately by writing the "changed address" on the inquiry form.
*Important*
Even if the delivery status on My Page is "Unshipped",We are unable to make changes to orders that have already begun shipping. Thank you for your understanding.

◎After shipping
Our store cannot accept address changes (forwarding) after shipping.
Please check the information provided in the "Shipping Information" email and contact Yamato Transport yourself.
*We are unable to accommodate transfer requests from our store to Yamato Transport.
*We cannot guarantee any additional shipping charges incurred due to address changes (forwarding).

*Important*
Starting from June 1, 2023 (Thursday), Yamato Transport will incur shipping charges when forwarding packages.
Due to "wrong delivery address", "long-term absence", "movement", etc.If the delivery address is changed (transferred) to an address different from the address stated on the invoice, shipping charges will be incurred depending on the changed address, and the "recipient" will be responsible for paying the additional shipping charges (cash on delivery).
Please check here for details.

I haven't received an order confirmation email

An order confirmation email will be automatically sent after your order is completed. If you do not receive the email, the following may be the reasons.

◎Email address is different
Emails will be sent to the email address you have registered.
If your email address is different from the one you currently use,Contact formPlease contact us from.

◎It has been sorted as spam.
If you are using a free email (such as Gmail), please check your spam folder as the email may have been sorted as spam.

◎There are restrictions on mobile carrier email domain reception.
If your registered email address is restricted from receiving emails, you may not be able to receive emails from this site (password reminder email/order confirmation email/inquiry reply email, etc.). According to the settings of each mobile company, cancel domain rejection, or "@koupenchan-store.jp" Please set up your designated reception settings.

*Notes on mobile carrier email addresses (docomo, ezweb, softbank, etc.)
Even if there is no problem with the domain settings, the email may be recognized as rejected due to the security settings of each carrier and the email may not arrive. Therefore, at our store,We recommend registering an email address other than your mobile carrier email.We are doing so. If you would like to change your email address, pleaseContact formPlease contact us.

When will the product be shipped?

Items in stock will be shipped within 7 business days (excluding weekends and holidays) from the date of your order.
Pre-ordered products will be shipped within 7 business days (excluding Saturdays, Sundays, and holidays) from the product release date.

We are unable to respond to inquiries regarding individual shipping dates.
Thank you for your understanding.

When shipped, we will contact you by email with the tracking number.

I would like to do resale/made-to-order production.

We are unable to respond to inquiries regarding resale or made-to-order requests.
Thank you for your understanding.

In the case of resale or made-to-order,Koupen-chanShop official X (old Twitter)We will notify you from time to time.

Please let me know when the sold out items will be back in stock.

Koupen-chanShop official X (old Twitter)We will notify you from time to time.
Also, if you press the "Receive notification of arrival" button on the product page, you will receive a notification when the item is in stock, so please use that as well.

Can I change my payment method after completing my order?

You cannot change your payment method after completing your order.

See more frequently asked questions

[Regarding inquiries]

*Closed on Saturdays, Sundays, holidays, summer, year-end and New Year holidays, and other holidays designated by our company.
*Inquiries made outside of reception hours will be answered sequentially from the next business day. Thank you for your understanding.
*Inquiry and Customer Service are provided only in Japanese language.