FAQ

About Membership Registration

Is membership registration required?

To place an order on this site, membership registration is required.
There is no registration fee or annual fee.

I don't know how to register as a member

1. Please access the new member registration page.
2. The membership registration screen will be displayed. Please enter your name, email address, password.
   ※ Please register a password of 5 or more characters using half-width alphanumeric characters.

I can't register as a member

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
The email address you entered has already been registered as a member.
If you have forgotten your password, you can reset it.

◎ If an error message other than the above is displayed / If you are unable to register for reasons other than the above
We apologize for the inconvenience, but please contact us using the Inquiry form.

I registered as a member, but I haven't received the registration completion email

After completing the membership registration procedure, a registration completion email will be sent automatically. If you have completed the procedure but have not received the email, the following reasons may be considered.

◎ The email address is different
The email will be sent to the email address you registered.
If you are using a different email address from your current one, please contact us via the Inquiry form.

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

◎Mobile Carrier Email Domain Restrictions
If the registered email address has reception restrictions, you may not be able to receive emails from this site (password reminder emails / order confirmation emails / inquiry reply emails, etc.). Please follow the settings of each mobile carrier to cancel domain rejection or configure designated reception for "@grayparkaservice.com" and "@chiikawamarket.jp".

※ Important notice regarding mobile carrier email addresses (docomo, ezweb, softbank, etc.)
Even if there is no problem with the domain settings, emails may still not arrive because they are recognized as rejected due to each carrier's security settings. Therefore, we recommend registering an email address other than a mobile carrier email address.I’m sorry, but if you would like to change your email address, please contact us through the Inquiry form.

I forgot my password

Please use the "Forgot your password?" link on the login page to request a password reset.

Please tell me how to cancel my membership

We apologize for the inconvenience, but please contact us through the Inquiry form to let us know you would like to cancel your membership.
We will then process your cancellation.

About ordering

Is inventory reserved when I add an item to the cart?

When you add an item to the shopping cart, that item is not yet reserved. Inventory is reserved when the order process is completed.
Therefore, if another customer completes the order process before you while the item is in your cart, it may sell out depending on stock levels.
Also, if an item remains in your cart for a long time, the stock status and item price at the time of order may differ. Thank you for your understanding.

Can I place an order for Pre-orders start and regular items together?

We are unable to accept orders that combine Pre-orders start and regular items together.

I didn't receive my order confirmation email

The order confirmation email is automatically sent after the order is completed. If you do not receive the email, the following reasons may apply.

◯ The email address is different
The email will be sent to the email address you registered.
If it is different from the email address you currently use, please contact us through the Inquiry form with Inquiry.

◯ It has been sorted into spam
If you use a free email service (such as Gmail), it may have been sorted into your spam folder, so please check your spam folder.

◎Mobile Carrier Email Domain Restrictions
If the registered email address has reception restrictions, you may not be able to receive emails from this site (password reminder emails / order confirmation emails / inquiry reply emails, etc.). Please follow the settings of each mobile carrier to cancel domain rejection or configure designated reception for "@grayparkaservice.com" and "@chiikawamarket.jp".

※ Caution regarding mobile carrier email addresses (docomo, ezweb, softbank, etc.)
Even if there are no problems with domain settings, carrier security settings may cause emails to be rejected and not delivered. Therefore, we recommend registering an email address other than a mobile carrier email address.Please contact us via the Inquiry form if you wish to change your email address.

I placed an order, but I did not receive the "Order Completion Email (LINE)," and my order history is not displayed on My Page.

If your order is very busy, it may take some time before the Order Completion Email (LINE) is sent and your order history is reflected on My Page.
If payment and order processing have been completed normally, the Order Completion Email (LINE) will be sent afterward and your order history will be reflected on My Page, so please wait a little longer.

*There is a possibility of duplicate orders, so if the order completion screen "Thank you for your order (checkout screen)" is displayed, please be careful not to place the order again.

Can I cancel my order?

As a general rule, we do not accept order cancellations. Please understand this in advance before placing your order.

Can I change the product or quantity after placing an order?

We cannot accept changes to order details after the order has been completed. Please understand this in advance before placing your order.

Can I change the delivery address after placing an order?

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

◎ Check shipping status
Before Inquiry, please check the shipping status of the applicable order.

1. If you have received an email from our store about shipping
   It is "after shipment," so please personally complete the procedure to change to Yamato Transport.
2. Please check the delivery status in the order history on My Page.
   • If the delivery status is "Not Shipped": It is "before shipment." Please contact our store as soon as possible.
   • If the delivery status is "Shipped": It is "after shipment." Please personally complete the procedure to change to Yamato Transport.

◎For pre-shipment orders
InquiryAfter filling in the “new address” on the form, please contact our store as soon as possible.
*Important*
Even if the delivery status on My Page says “not shipped,” we may not be able to process address changes at our store for orders whose shipping procedures have already started. Please understand in advance.

◎For post-shipment orders
We cannot accept address changes (forwarding) after shipment at our store.
Please check the information in the “Shipping Information” email, and contact Yamato Transport yourself.
※We may not be able to handle forwarding requests from our store to Yamato Transport.
※For address changes (forwarding), our store can only guarantee compensation for any additional shipping charges incurred.

※Important※
For shipments from Thursday, June 1, 2023, forwarding charges will be incurred when Yamato Transport forwards the package.
Depending on the recipient address being incorrect, absence during the scheduled delivery period, moving, etc., if the delivery address is changed (forwarded) to an address different from the one written on the shipping slip, shipping charges corresponding to the destination after the change will be incurred, and you will be responsible for paying the shipping fee at the forwarding destination (cash on delivery).
Please check here for details.

If you are ordering from overseas, please check the page below.
International Shipping Service

Do you support wrapping?

We do not offer wrapping service at our store. We apologize for not being able to meet your request.

Please do not enclose a packing slip for gifts

At our store, we do not enclose packing slips or itemized bills showing product prices with the items we deliver. Even when used as a gift, please rest assured that the price will not be conveyed to the recipient.

Can you issue a packing slip?

After the product has been shipped, you can issue one yourself on the dedicated page.
In the “Shipping Information” email sent after shipment, we provide instructions on how to issue a packing slip.
※From the standpoint of paperless operations and handling personal information, we do not enclose packing slips that show product prices with the items delivered to you at our store.
※Also, we do not accept mailing of packing slips. Thank you for your understanding.

Can you issue a receipt?

After the product has been shipped, you can issue one yourself on the dedicated page.
In the “Shipping Information” email sent after shipment, we provide instructions on how to issue a receipt.
※Please note that we do not accept mailing of receipts or enclosing them with products. Thank you for your understanding.

I can’t delete the items in my cart

If the item in your cart is sold out, or if it becomes sold out while you are completing your order, the item in question will be marked as “Sold Out” on the checkout screen.
If you press the “Continue” button displayed on the screen, you will return to the cart page with the sold-out item removed.

If you cannot proceed from the cart page, please long-press the “Delete” link for the item in question (right-click on PC) and open it in a new tab. In some cases, this method will resolve the issue as well.

You can also reset the cart page using the “Empty Cart” button at the bottom of the cart page, so please try that as well.

If the item still does not disappear from the cart after trying all of the above, we apologize for the inconvenience, but please try using your browser’s private/incognito mode or a different browser.

Reference:
・Browse the web privately in Safari on iPhone
・Google Chrome Incognito Browsing
・A convenient guide to “Incognito Mode”: an introduction by browser, such as Chrome, Safari, and Firefox
・What is a smartphone browser? Explaining the features of representative browsers and the differences between them!

About Payment

What payment methods are available?

You may choose from the following payment methods.

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

If you are ordering from overseas, please check the following page.
International Shipping Service

Can I change the payment method after completing my order?

You cannot change the payment method after your order has been completed.

I don’t understand how to pay with “Pay later Paidy”

Paidy will notify you of the payment method and your billing details.

1. Between the 1st and 5th of the month following your order date, Paidy will send you a billing notice by email and SMS.
2. By the 27th of the month following your order date, select a payment method and make the payment.

※Important※
For purchases made from June 2024 onward, the date of your payment deadline and the date on which your billing notice (email or SMS) is sent will be extended.

【Orders placed before June 2024】
Example: For an order placed on May 1, 2024

• Payment notice: Between June 1 and 3, Paidy will send you a billing notice by email and SMS.
• Payment deadline: June 10

【Orders placed in June 2024 or later】
Example: For an order placed on June 1, 2024

• Payment notice: Between July 1 and 5, Paidy will send you a billing notice by email and SMS.
• Payment deadline: July 27

※You can also check your payment method and billing amount from My Paidy.
⇒My Paidy is here (external site)

※If you have any questions, please check the official Paidy website or contact Paidy directly at Inquiry.
⇒Paidy official site is here (external site)

Can I place an order with a credit card in a family member’s or friend’s name?

As a general rule, we do not accept credit cards other than those in the name of the person who placed the order. If, as a result of verifying that the credit card is being used by the cardholder themselves, we cancel your order, we ask for your understanding.
If you do not have a credit card in the name of the person who placed the order, please choose another payment method.

Can I save my credit card information?

Please use the payment service "Shop Pay."
If you register your email address and mobile phone number with Shop Pay, then on your next purchase you only need to enter the 6-digit code sent by SMS to the registered mobile phone number, and you can pay easily without having to enter your shipping address or credit card information again.
*The Shop Pay app does not support Japanese, and you cannot enter your address in Japanese, so please register through the web page below.
⇒Register/login to Shop Pay here (external site)

What kind of service is Shop Pay?

Shop Pay is a payment service provided by this store's online shop system.
If you register your email address and mobile phone number with Shop Pay, then on your next purchase you only need to enter the 6-digit code sent by SMS to the registered mobile phone number, and you can pay easily without having to enter your shipping address or credit card information again.

Can I change the information I registered with Shop Pay?

Changes to the information registered with Shop Pay will not be reflected even if you change your store membership registration information.
Please log in to Shop Pay and make the changes yourself.
⇒Shop Pay login here (external site)

Can I delete my Shop Pay account?

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

1. From the link above, enter the email address registered with Shop Pay and press the "Send request" button.
2. You will receive an email at the entered email address saying, "Request to delete 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, all information stored in Shop Pay will be completely deleted.
• Shop Pay and this store Chiikawa manage registration information separately, so deleting your Shop Pay account does not mean deleting your store account.

I can only select credit card as a payment method

It is likely that you have previously registered for 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 the 6-digit code (SMS verification). Even if you have used Shop Pay at another store before, Shop Pay may automatically launch 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 place an order using another payment method, please try the following steps.

1. On the cart screen, click “Proceed to checkout” to move to the “Pay now” page, where your credit card information is entered.
2. Click 【Purchase as guest】 under “Pay now.”
3. You will be moved to the checkout screen. Please enter your shipping address, select your shipping method and payment method, and click 【Confirm order】.

About shipping

Who is the shipping carrier?

We ship via Yamato Transport’s TA-Q-BIN.

If you are ordering from overseas, please check the page below.
International shipping service

How much is the shipping fee?

The shipping fee is set according to the shipping region.
For shipping fees by region, please check “Shipping fee” in User Guide.

If you are ordering from overseas, please check the page below.
International shipping service

Can I specify the delivery date and time?

We do not accept specified delivery dates or times.
After the item is shipped, we will send you an email with the tracking number, so please contact Yamato Transport yourself.

When will the items be shipped?

Except for some items, items in stock will be shipped within 7 business days from the day after your order, and Pre-orders start will be shipped within 7 business days from the scheduled shipping date.

Regarding Inquiry about the individual shipping period, we can only reply to inquiries.
Please understand this in advance.

At the time of shipment, we will contact you by email with the tracking number.

Can separate orders be shipped together?

We cannot accommodate requests to combine items after an order has been placed. If you place orders separately, they will be shipped separately for each order. Thank you for your understanding in advance.

Can you ship overseas?

Please select the country/region where delivery is available on the product purchase page.
If your country or region is not displayed, we are currently not shipping there.

If you are ordering from overseas, please check the page below.
International Shipping Service

I placed an order, but the product has not arrived yet

<If it has not been shipped>
First, please check whether the item you ordered is "Pre-orders start".
For Pre-orders start, the scheduled shipping date is listed on the product page at the time of ordering.
Even for orders containing only regular items, if the item does not arrive, please contact us via the Inquiry form.

<If it has been shipped>
Depending on the weather and road conditions, delivery may be delayed from the scheduled date.
At the time of shipment, the email we send you titled "Shipping Information" includes the tracking number and delivery status URL. Please check the delivery status URL or the "Kuroneko Yamato parcel inquiry system".

About Returns and Exchanges

Can I return or exchange an item?

We do not accept returns or exchanges for customer convenience. Please understand this in advance before placing your order.

The product I received was defective

We do our best to ensure quality, but in the unlikely event that you receive an item that is initially defective or different from what you ordered, we will handle a return or exchange.
Within 7 days after the product arrives, please write the "relevant product name" and "quantity" and contact us via the Inquiry form.
After confirming the details, we will contact you again from our store.
Please prepare photos that allow us to verify the defective area of the relevant product.
Please note that for sold-out items or other cases where a replacement cannot be prepared, we may handle the matter with a refund, so please understand in advance.

Please understand that returns and exchanges cannot be accepted in the following cases:

• Requests for exchange or return after the response period has passed since the product arrival date, such as due to long-term storage
• Items returned without prior contact (if you wish to request an exchange or return, please be sure to contact us in advance.)
• Items that have been damaged or broken due to customer use
• Requests from anyone other than the purchaser (excluding cases where a request is made by an agent whose authority has been proven in the manner specified by our company.)
• When purchased at stores outside this site (including auction sites, regular stores, physical stores, and online stores, but not limited to these.)
• Cases where the item is not initially defective, but rather has an issue due to the nature of the manufacturing process

※Plush, Mascot items have quality standards set. Please check the details on this page.

The delivery box arrived damaged or dirty

◯ If only the delivery box is damaged or dirty
After checking the items inside, if the items themselves are not damaged or dirty, there is no need to worry, so please accept the package as is. We appreciate your understanding.

◯ If the items themselves are also damaged or dirty
If the items were damaged or dirty during shipping, please contact the shipping company directly.
If you discover damage or dirt after receiving the items, please be sure to photograph the damaged or dirty parts, have the tracking number ready, and contact the Yamato Transport Service Center within 14 days of the item’s arrival.

≪Yamato Transport Service Center≫
From a landline: 0120-01-9625
From a mobile phone: 0570-200-000
Phone reception hours: 8:00 AM–8:00 PM (open year-round)

The original BOX was damaged, so please replace it

◯ If only the original BOX is damaged or dirty
The original BOX is a shipping box used to protect the items inside, so even if it is damaged or dirty, it cannot be replaced. We appreciate your understanding.

◯ If the items themselves are also damaged or dirty
If the items were damaged or dirty during shipping, please contact the shipping company directly.
If you discover damage or dirt after receiving the items, please be sure to photograph the damaged or dirty parts, have the tracking number ready, and contact the Yamato Transport Service Center within 14 days of the item’s arrival.

≪Yamato Transport Service Center≫
From a landline: 0120-01-9625
From a mobile phone: 0570-200-000
Phone reception hours: 8:00 AM–8:00 PM (open year-round)

The item was returned because I couldn’t receive it

After we ship the item, if the customer does not receive it and it is returned to our company (including our designated warehouse and other shipping hubs; this also includes cases such as refusal of delivery, storage period expiring due to absence, or unknown address), the order will be treated as canceled at the time it is returned, and the following fees will be charged to the customer. If payment for the item was made in advance, any remaining balance after deducting the customer’s share will be refunded accordingly.

• Shipping fee
  ※The fee will be based on the regional shipping rates set by our company. For details, please check “Shipping Information” in User Guide.
  ※For orders with free shipping, the above shipping fee will also be deducted in the same way.
  ※If a return shipping fee is incurred separately due to the carrier’s terms and conditions, that amount will also be charged additionally to the customer.
• Actual costs such as handling fees incurred for the ordered item (including wrapping fees and various service fees, but not limited to these)

Can I exchange a promotional item (novelty)?

If, in principle, the issue is due to the manufacturing characteristics of the item, exchanges cannot be accepted. Also, in some cases, exchanges may not be possible because quantities are limited.
There are also cases where the included postcard is packaged together, but even if it is damaged or dirty, it cannot be exchanged.

About items

Please tell me the release date and time of the new item

We apologize for the inconvenience, but we are unable to answer individually regarding the scheduled release date of the product. Information regarding Released on is being announced as needed below, so we ask that you check there.
※Please note in advance that this does not guarantee that information will be posted on the site listed below.

• Chiikawa Market (this site)
• Chiikawa info
• Chiikawa Market Official X (formerly Twitter)

I want a restock or made-to-order product

Regarding Inquiry related to restocks and made-to-order products, we can only reply to you personally.
Please understand this in advance.

If it is a restock or made-to-order product, we will notify you from time to time on Chiikawa Market Official X (formerly Twitter).

Please tell me the restock schedule for sold-out items

We apologize for the inconvenience, but we cannot answer individually about restock and replenishment information for products.
Information regarding restocks and replenishment is announced as needed on Chiikawa Market Official X (formerly Twitter), so we would appreciate it if you could check there.
※Please note in advance that this does not guarantee that information will be posted on Twitter.

Also, if you enter your email address in the product page's "Receive restock notifications" and click "Register," you will receive a notification when the item is restocked, so please make use of that as well.
※Please note in advance that restock notification emails do not guarantee that stock will be secured.

Other

Please tell me the supported browsers

The supported browsers are as follows.

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

If you use Internet Explorer, the site may not display correctly, so please use Microsoft Edge.
If there are any issues with the site's display or operation, please try it in the recommended environment listed above.