Frequently asked questions

To place an order on this site, you must register as a member.
You can register for free of charge such as admission fee and annual fee.

1. New member registration pagePlease visit.
2. The member registration screen will be displayed. First name, last name, email address,Please enter your password.
   *Please register your password using half-width alphanumeric characters and at least 5 characters.

If you are unable to register as a member, please check the following.

◎If the error message "This email address is already registered" is displayed
You have already registered as a member using the email address you entered.
If you have forgotten your password, you can reset it.

◎If an error message other than the above is displayed/If registration is not possible due to a reason other than the above
I'm sorry butContact formPlease contact us.

After completing the member registration procedure, a registration completion email will be automatically sent. If you have completed the procedure but have not received an email, the following may be the causes.

◎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 "@grayparkaservice.com" "@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.

login pagePlease use the "Forgot your password?" link to reset your password.

We apologize for the inconvenience, butContact formPlease let us know that you wish to withdraw from membership.
We will process your withdrawal.

Adding an item to your shopping cart does not guarantee that the item is in stock. Stock will be secured upon completion of the order process.
Therefore, if another customer completes the order process with an item in their cart, the item may be sold out depending on the quantity in stock.
Also, if an item is left in your cart for a long period of time, the stock status, product price, etc. may be different at the time of ordering. Thank you for your understanding.

Pre-order items and regular items cannot be ordered together.

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 "@grayparkaservice.com" "@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.

As a general rule, we do not accept cancellations of orders. Please be aware of this before placing your order.

We are unable to accept changes to your order after it has been completed. Please be aware of this before placing your order.

Even if you change the delivery address information on My Page after completing your order, the order information will not be changed.
Please check the shipping status of your order and take the following actions.

◎Check the shipping status
Please check the shipping status of your order before contacting us.

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.
   • If the delivery status is "Unshipped": "Unshipped". Please contact our store immediately.
   • If the delivery status is "Shipped":"After shipping"It becomes.Please contact Yamato Transport to make the change yourself.

◎ 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*
Due to "wrong delivery address", "extended 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 address you change to, and you will be responsible for paying the shipping charges (cash on delivery) at the forwarding address.
Please check here for details.

At our store, we do not include "delivery notes" or "details" with the product price included in the packages we deliver. Even if you are using it as a gift, please rest assured that the cost of the item will not be passed on to the recipient.

After the product is shipped, you can issue it yourself on the dedicated page.
You will receive instructions on how to issue a delivery note in the "Shipping Information" email sent after shipping.
*At our store, from the perspective of going paperless and handling personal information, we do not include a "delivery note" with the product price included in the package we deliver.
*Also, we do not accept delivery notes by mail. Thank you for your understanding.

After the product is shipped, you can issue it yourself on the dedicated page.
We will inform you on how to issue a receipt in the "Shipping Information" email sent after shipping.
*Please note that we do not accept receipts by mail or bundled with products. Thank you for your understanding.

If the item in your cart is sold out, or if it is sold out during the order process, the item will be displayed as ``sold out'' on the process screen.
If you press the "Continue" button displayed on the screen, you will be returned to the cart page with the sold-out items removed.

If you cannot proceed beyond the cart page, press and hold (right-click on a PC) the "Delete" link for the item in question and open it in a new tab. This procedure may resolve the issue.

You can also reset the cart page by clicking the "Empty Cart" button at the bottom of the cart page, so please try this as well.

If the item does not disappear from your cart using any of the above steps, we apologize for the inconvenience, but please try using your browser's private/incognito mode or using a different browser.

Reference)
・Browse the web privately with Safari on iPhone
・Google Chrome incognito browsing
・Convenient ways to use "Incognito mode" Introducing each browser such as Chrome, Safari, and Firefox
・What is a smartphone browser? Explaining the characteristics of typical browsers and their differences!

You can choose from the following payment methods:

• Credit card (VISA, JCB, Master, American Express)
• Apple Pay
• Smartphone payment (PayPay, au PAY, Rakuten Pay, d Payment)
• Pay later Paidy

You cannot change your payment method after completing your order.

Paidy will notify you regarding payment methods and charges.

1. Paidy will send you a notification of the invoice amount via email and SMS "between the 1st and 5th of the month following the date of your order."
2. Please select your payment method and make your payment by the 27th of the month following your order date.

*You can also check your payment method and billed amount from My Paidy.
⇒ Click here for My Paidy (external site)

*If you have any questions, please check the Paidy official website or contact Paidy directly.
⇒Click here for Paidy official website (external site)

As a general rule, our store does not accept credit cards that are not in the name of the orderer. Please note that your order may be canceled as a result of verifying your credit card identity.
If you do not have a credit card in your name, please choose another payment method.

Please use the payment service "Shop Pay".
If you register your email address and mobile phone number with Shop Pay, you can easily make a payment by simply entering the 6-digit code sent via SMS to your mobile phone number the next time you make a purchase, without having to re-enter shipping information or credit card information.
*The Shop Pay app does not support Japanese and cannot input addresses in Japanese, so please register from the web page below.
⇒ Click here to register and log in to Shop Pay (external site)

Shop Pay is a payment service provided by our online shop system.
Once you have registered your email address and mobile phone number with Shop Pay, you can easily make a payment by simply entering the 6-digit code sent to your mobile phone number via SMS the next time you make a purchase, without having to re-enter your shipping information or credit card information.

Changes to the information registered in Shop Pay will not be reflected even if you change our member registration information.
Please log in to Shop Pay and make the changes yourself.
⇒ Click here to log in to Shop Pay (external site)

If you wish to delete your Shop Pay account, please follow the steps below yourself.
⇒Shop Pay account deletion (external site)

1. From the link above, enter the email address registered with Shop Pay and press the "Send Request" button.
2. An email will be sent to the email address you entered to request deletion of your Shop account.
3. Press "Delete account"
4. When the message "Your account has been successfully deleted." is displayed, the deletion is complete.

• When you delete your Shop Pay account, the information stored in Shop Pay will be permanently deleted.
• Registered information for Shop Pay and our Chikawa Market are managed separately, so deleting your Shop Pay account will not delete your account at our store.

This is probably due to the fact that you have already registered or used "Shop Pay", so please check the following information.

Shop Pay is a payment service provided by our online shop system.
If you register your email address and mobile phone number with Shop Pay and save your shipping address and credit card information, you can easily make payments next time by simply entering a 6-digit code (SMS authentication). Even if you have used Shop Pay at another store, Shop Pay may start automatically when you place an order at our store using the email address registered with Shop Pay.

If you proceed from the cart while logged in to Shop Pay, you will be automatically redirected to the Shop Pay payment screen. If you would like to order using a different payment method, please try the following.

1. When you click "Proceed to checkout" on the cart screen, you will be redirected to the "Pay now" page with your credit card information entered.
2. Click "Purchase as a guest" under "Pay now".
3. You will be redirected to the checkout screen. Please enter your "shipping address", select your shipping and payment method, and click "Confirm order".

Our store uses Yamato Transport courier service.

Shipping charges are set depending on the delivery area.
Regarding shipping charges by region,"Shipping charges" in the user guidePlease check.

You can specify your desired delivery date and time on the checkout screen.
If you would like the item to be shipped as soon as possible, please set the delivery date and time to "No specified".
Please note that you cannot specify the delivery date for pre-ordered items. Pre-ordered items will be shipped sequentially after they are released. Thank you for your understanding in advance.
After the product is shipped, we will send you an email with the tracking number, so you can check it yourself.Yamato TransportYou can also contact us.

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.

We cannot accept requests for products to be bundled together after an order has been placed. If you order separately, each order will be shipped separately. Thank you for your understanding.

Delivery will only be made within Japan, and we cannot ship overseas.

First, please check whether the item you ordered is a "pre-order item".
For pre-order items, the expected shipping date will be indicated on the product page when you place your order.
If the product does not arrive even though you ordered only regular products,Contact formPlease contact us.

Delivery may be delayed depending on weather and road conditions.
The tracking number and delivery status URL are listed in the "Shipping Information" email sent at the time of shipment. From the delivery status URL,Kuroneko Yamato luggage inquiry systemPlease check.

We accept gift wrapping (charges apply) on this site.
If you wish, after adding the item to your cart, press the "Add gift wrapping (¥550)" button on the cart page to add gift wrapping to your cart.

Gift wrapping is available for each order, so we cannot gift wrap only specific items.

Customers cannot choose the wrapping material. We will package your order in the appropriate material depending on the size of your order. Thank you for your understanding.

"Delivery note" is not included. After the product is shipped, the orderer can issue it himself on the dedicated page.
You will receive instructions on how to issue a delivery note in the "Shipping Information" email sent after shipping.

In the requester (shipper) column of the transportation company invoice, our store ``Koupen-chan　Hanamaru Store" will be printed.

We do not provide message cards.

We cannot accept returns or exchanges due to customer convenience. Please be aware of this before placing your order.

We take every precaution, but in the unlikely event that you receive an initial defective product or a product that is different from what you ordered, we will accept returns or exchanges.
[Within 7 days after receiving the product] Please specify the "applicable product name" and "quantity".Contact formPlease check the following before contacting us.

• Please prepare an image that shows the defect in the product.
• If it is dirty, try wiping it with a damp cloth that has been wrung out. Minor stains that can be wiped off are not eligible for replacement. If it cannot be removed by wiping, please mention this when contacting us.
• If a product's parts are missing or damaged, only those parts may be shipped.

After confirming the contents, we will contact you again.
Please note that if a replacement product is not available, such as a sold-out item, we may issue a refund.

Please note that we cannot accept returns or exchanges for the following items.

• If you contact us after [within 7 days after receiving the product]
• If the product is returned without prior notification
• If the product is scratched or damaged after the customer has used it.
• Request for return or exchange from someone other than the purchaser
• If purchased through an auction site or other channels other than official channels
• If purchased at a store other than our store
• Due to manufacturing specifications and individual differences
• In other cases where no defects are found based on our company regulations.

◎If only the shipping box is damaged or soiled
Please check the product inside, and if the product is not damaged or soiled, please accept the package as is. Thank you for your understanding.

◎In case the product is also damaged or soiled
If the product is damaged or soiled during transportation, please contact the shipping company directly.
If you discover damage or defacement after receiving the product, please be sure to take a photo of the damaged or defaced area, have the tracking number ready, and contact the Yamato Transport Service Center within 14 days of receiving the product.

≪Yamato Transport Service Center≫
From landline: 0120-01-9625
From mobile phone: 0570-200-000
Telephone reception hours: 8:00 to 20:00 (open all year round)

◎If only the original BOX is damaged or soiled
The original box is a shipping box to protect the product inside, so it cannot be exchanged even if it is damaged or soiled. Thank you for your understanding.

◎In case the product is also damaged or soiled
If the product is damaged or soiled during transportation, please contact the shipping company directly.
If you discover damage or defacement after receiving the product, please be sure to take a photo of the damaged or defaced area, have the tracking number ready, and contact the Yamato Transport Service Center within 14 days of receiving the product.

≪Yamato Transport Service Center≫
From landline: 0120-01-9625
From mobile phone: 0570-200-000
Telephone reception hours: 8:00 to 20:00 (open all year round)

If the customer does not receive the product after it has been shipped from our store and the product is returned to our store (including, but not limited to, cases in which the customer refuses to receive the product, the storage period has expired due to absence, or the address is unknown), we will notify the customer at the customer's registered email address.
If you wish to have the product re-shipped, please contact us by replying to our email within one month after receiving the email notification. Please note that re-shipping will be done with shipping charges paid on delivery.
If you do not receive a reply or receipt within one month after receiving the email notification from our store, we will notify you to your registered email address and your order will be treated as canceled, and you will be responsible for the following costs. If you have paid for the product in advance, we will process the refund for the remaining amount after deducting the customer's burden.

• Shipping fee
  *Prices are based on regional shipping charges determined by our store. For details, please check "About delivery" in the user guide.
  *You will be charged the same amount for orders with free shipping.
  *If you have to reship multiple times, we will charge you the shipping fee for each reshipment.
  *If return shipping costs are incurred separately due to the delivery company's terms and conditions, the additional cost will be borne by the customer.
• Actual costs such as fees incurred for ordered products (including, but not limited to, wrapping fees and various service fees).

As a general rule, we cannot accept exchanges if the problem is due to manufacturing characteristics. In addition, if this is not the case, we may not be able to exchange it because the number is limited.
A bonus postcard may be included in the package, but it cannot be exchanged even if it is damaged or soiled.

We apologize for the inconvenience, but we are unable to provide individual answers regarding product release schedules. Information regarding products on sale will be posted as appropriate below, so please check it out.
*Please note that we do not guarantee that information will be posted on the following sites.

• Koupen-chanHanamaru Store(This site)
• Koupen-chaninformation
• Koupen-chanHanamaru Storeofficial x

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-chanHanamaru Storeofficial xWe will notify you from time to time.

*Please note that we do not guarantee that information will be disseminated.

We apologize for the inconvenience, but we are unable to respond individually to information regarding resale and restocking of products.
For information on resale and restocking,Koupen-chanHanamaru Storeofficial xWe will be posting information from time to time, so please check it out.
*Please note that we do not guarantee that information will be disseminated.

You can also enter your email address in the "Receive notification of arrival" on the product page and click "Register" to receive a notification when the item becomes available.
*Please note that the arrival notification email does not guarantee stock availability.

Compatible browsers are as follows.

• Windows: Google Chrome, Mozilla Firefox, Microsoft Edge latest version
• Mac (Macintosh): Latest versions of Safari and Google Chrome
• iPhone: Latest version of Safari
• Android: Google Chrome latest version

If you are using Internet Explorer, the page may not display correctly, so please use Microsoft Edge.
If you experience any problems with the display or operation of the site, please try using the recommended environment above.