FAQ

Regarding products that are "inventory checking", this will be displayed when the planned sales quantity has been reached and we are considering additional sales, or when there is a possibility of resale in the event of a cancellation due to non-payment. We now have.

Therefore, you cannot purchase while "Checking stock" is displayed.

In addition, the timing of resale is irregular, so we are unable to respond to inquiries.
Please note that if we are unable to secure stock, the display will change 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@chelmico-store.com.
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 the order details, change the payment method, or cancel the order.
Please consider carefully before ordering.

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 new address.
Please note.

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

We accept credit card payment, convenience store payment, atone next month payment (convenience store/account transfer), and atone deferred payment.

The number required for payment is displayed on the screen when you complete your order.
Additionally, KOMOJU will automatically send you an email containing the number required for payment. *This message is sent from "no-reply@komoju.com".
If you did not take a copy of your payment number when completing your order, or if you 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.

For convenience store payments, orders that have passed the payment deadline will be automatically canceled.
You will not be able to make a payment or restore your order after the payment deadline has passed, so please place your order again.

*atone If you use next month payment or deferred payment, it will not be canceled even if the payment deadline has passed.
For more information, please check " What should I do if the payment deadline has passed? " on the atone official website before making the payment.

Once the payment is complete, KOMOJU will send you a payment completion email.
If you have set up to receive emails, please remove the "@komoju.com" filter and configure your settings 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 appear on your card statement as "chelmico official store."
Payment can only be made in a lump sum.

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

Shipping times vary depending on the product you order, so please check the details page for each product.
*For products that do not have a shipping date listed on the product details page, payment will normally be made within 10 business days (Saturdays, Sundays, and Holidays) after payment is confirmed if the payment method is convenience store payment (KOMOJU), or after order confirmation if other payment methods are used. It will be shipped in about 10 days (excluding shipping).
*Since the term refers to ``shipment'' rather than ``arrival'', the actual number of days it takes for delivery will vary depending on your area and transportation conditions.
*If you order products with different scheduled shipping dates at the same time, they will be shipped together based on the product with the latest scheduled shipping date.
*Goods on sale at venues such as events may take more than 10 business days to ship depending on inventory status.
*Specification of delivery date and time, delivery method, and special packaging such as gifts cannot be accepted.
*Products will be delivered by Yamato Transport, Sagawa Express, or Japan Post. You cannot specify a delivery company.

Once your order has been shipped, you will receive an order completion email, so please check it. The email will contain your "customer's tracking number" so you can check the transportation status yourself.
You can also check the shipping status under "Order History" on "My Page".
If the customer is not present at the time of delivery, please follow the delivery notification form posted by the delivery company to receive the product.
In the case of Nekoposu, the item will be mailed and delivered to the post (if it doesn't fit in the post, it will be returned).
If the item is not received within the storage period, it will be returned to the sender. Please note that the shipping charges incurred when re-shipping the product will be borne by the customer.
If the product has not been delivered even after one month has passed since your order date (or estimated delivery date for pre-ordered products), please contact us using the inquiry form on the site.

Address changes cannot be made after an order is completed.
Please check the shipping notification email that will be sent after the product is shipped, and then directly provide the shipping address to the carrier.
*Please note that even if you change the address on your My Page after completing your order, the shipping address will not change.
*If you change the shipping address to an address with a different delivery area, additional shipping fees will be charged.
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 the address on the online store.

-If you have ordered a product with a future shipping date, such as a pre-order item, if you would like to check whether you can change the address, please contact us using the inquiry form, clearly stating your "old address" and "new address".

Since each order number will be shipped separately, we cannot accept any orders.

We are unable to accept requests for pick-up dates and delivery companies.

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 have to refund your money.

[For mail order purchases]
Please contact "chelmico official store" within 7 days of receiving the product and inform us of your name, order number, and the condition of the defect. We will inform you of the procedure at a later date.

Please note that you cannot specify the exchange method.

*If the product is returned unilaterally without the consent of our store, or if the product is returned in a manner different from the instructions of our store, the returned product will be disposed of at our discretion and no refund will be made.
*If the product is defective due to a transportation accident, please contact the carrier directly within 7 days of receiving the product. The cardboard box that was delivered will also be collected together with the product, so please do not dispose of the cardboard box.
*For products with manufacturer contact information listed in the instruction manual, please contact the manufacturer directly.
*We can only exchange for a good product of the same type and design, and cannot exchange or return for a different type of product or design.
*We cannot accept exchanges for 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 when it is delivered)
・If the product has been used
・If it has been processed or repaired by the customer
・If it has been washed
・If it 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 good products
・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 cut off
・If there are minor manufacturing scratches that are generally considered to be within the range of acceptable quality

■We will reply within 7 business days (7 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, press the [Forgot your password] button, enter your registered email address, and press the [Send] button.
A "[chelmico official store] password reset" email 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 "info@chelmico-store.com".

*Even if you send an inquiry email to the automatic email address "noreply@chelmico-store.com", 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 your issue is not resolved after checking the [Frequently Asked Questions], 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 inquiries regarding anything other than mail order.

chelmico official store
"Contact Us
Reception 24 hours. However, replies are only available on business days (weekdays excluding Saturdays, Sundays, holidays, year-end and New Year holidays, and summer holidays)