Help & Guides




For Overseas Residents

For overseas shipping, please click here.
Below is a guide for sales and delivery to residents in Japan.



Ordering and delivery

Please follow the steps below to place an order.
 
Add the items you want to your cart
1) Click ‘Add to cart’ and add the items you wish to purchase.
2) When you have finished all your purchases, click ‘Checkout’.
*You can specify the date of arrival by Yamato Transport. If you wish to specify a time,Please enter it in the [Remarks (order instructions, etc.)] field when you add the item to the cart.

 
Enter delivery address information
1) Enter your email address in your contact details.
*If you would like to receive news and offers by email,Check ‘Receive news and offers by email’.
2) Enter your delivery address.
*If you enter a postcode, a candidate will automatically be entered.
3) Click on ‘Proceed to select delivery method’.
 
Check delivery method
1) Check that the contact and delivery address are correct.If there are any changes, click ‘Change’ and re-enter the information.
2) Click ‘Proceed to payment’.

Enter payment method
Payment can be made by credit card or PayPal.
 
〈 If you have a coupon code 〉
Enter the coupon code first and click ‘Apply’.
The total amount displayed in the top right corner will change.

 
〈Credit Card〉
Visa, Mastercard and American Express are accepted.

1) Check the ‘Credit card’ box under Payment method,enter the required information.
2) For the billing address, select whether the address matching the card or payment method is Select whether you want to ‘Same as　shipping address’ or ‘Use a different billing address’.
3) If you want to save the information for your next purchase,
Check ‘Save information for next purchase’,Click on ‘Confirm order’. This will make it easier for you to enter your information next time.
4) Your order is complete when you see a screen saying that your　order has been confirmed.

〈PayPal〉
1) Check ‘PayPal’ for payment method.
2) For the billing address, select whether the address matching the card or payment method is ‘Same as shipping address’ or ‘Use a different billing address’.
3) Click on ‘Complete order’.
4) You will be redirected to an external site (PayPal),Follow the on-screen instructions to complete the payment.
5) Your order is complete when you see a screen saying that your order has been confirmed.

 
Taxes
As a rule, all prices shown for products and delivery charges are inclusive of tax.
 
Delivery charges
Delivery charges vary depending on the delivery location.
 
　Hokkaido: 1,100 yen (incl. tax)
　Okinawa and remote islands: 1,650 yen (incl. tax)
　Other areas: 660 yen (incl. tax)

 
Delivery time zone
Delivery time specification by Yamato Transport is available.
If you wish to specify a specific time, please enter it in the [Remarks (order instructions, etc.)] field when you add the product to the cart.

 ①8:00 ～ 12:00　②14:00 ～ 16:00　 ③16:00 ～ 18:00　④18:00 ～ 20:00　⑤19:00 ～ 21:00
 
　
The estimated shipping time for products is 3-4 days after payment is confirmed.
*Delivery may be delayed if there is a concentration of orders or depending on the customer's location.
*In the unlikely event that the desired product is out of stock, we will inform you and cancel the order.



Cancellation and return of orders

Cancelling an order
Please contact us via the contact form with your order number, name and e-mail address at the time of order and inform us of the cancellation. Our staff will contact you individually. Only if the goods have not been dispatched will a refund be processed as it is.
 
Returns (1)
 In the event of defective, soiled or damaged goods, or in the event of delivery of insufficient or different goods, please contact us within 3 days of the delivery date via the contact form. We will exchange the goods. *Please check that there is no discrepancy in the delivered goods within 3 days of receipt of the goods. Please note that it will be difficult to respond to requests made after a long period of time has passed from the time of delivery.
 
Returns (2)
 For the customer's convenience (wrong size, wrong image, wrong purchase, etc.) Please note that we do not accept returns or exchanges for reasons attributable to the customer.
 

Order status and tracking

Ordering details
You can check the details of your order in the ‘Purchase history’ section of the page after logging in as a member.
 
Shipping status check
You can check the dispatch status of your order from our warehouse to Yamato Transport.
 
Please take note of the parcel reference number on the dispatch completion email and contact Kuroneko Yamato via the Kuroneko Yamato parcel enquiry system.
https://toi.kuronekoyamato.co.jp/cgi-bin/tneko
 

Membership registration

How to register as a member
Follow the steps below to register as a member.
 
1) Click on the ‘Three’ in the top left-hand corner of the site or the human-shaped symbol in the top right-hand corner.
2) Click on ‘Login/Create account’.
3) Click on ‘Create a new account’.
4) Enter the required information and click ‘Create new account’.
5) An email will be sent to the email address you entered. Click on ‘Activate account’.
(6) When you receive an email stating that your membership registration has been completed, your membership registration is complete.
Enter your email address and password on the login screen and continue shopping.
 
What you can do as a member
1. omission of address input
After registering as a member, you can save yourself the trouble of entering your order information when you shop with a log-in.
2. View your order history
After registering as a member, you can log in to the member page to view your past order details.