before Inquiry
About Inquiry
- As a general rule, we will respond to you in order within 5 business days. For Inquiry received on Saturdays, Sundays, public holidays, Golden Week, year-end and New Year holidays, and our company-designated holidays, we will begin checking them in order from the next business day.
- Responses from our company are sent only to the individual customer who submitted Inquiry. Please do not share all or part of the response content with others, or repost it on social media or any other place where it can be viewed by an unspecified number of people.
- Support for Inquiry is provided only in Japanese, so please understand this in advance.
Inquiry and Customer Service are provided only in Japanese language.
About changing the delivery address after placing an order
You can change your delivery address yourself using the AI chat function.
Please proceed from “Start chat → Change delivery address🚚”.
Change the delivery address
[Confirmation items]
If changing your delivery address will increase shipping fees, or if shipping procedures are already in progress for your order, we may not be able to accommodate your request. After the item has shipped, please contact Yamato Transport yourself.
Initial defect exchange guidelines
If the product you purchased is found to be defective, we apologize for the inconvenience, but please submit the initial defect application form via Inquiry within 7 days after the product arrives.
Points to check before Inquiry
- Please prepare images that clearly show the product defect.
- Products Plush and Mascot have quality standards. For details, please check this page.
- For dirt and similar issues, please try wiping them off with a cloth that has been lightly dampened and then firmly wrung out. Minor dirt that can be removed by wiping is excluded from exchange eligibility.
If it cannot be removed by wiping, please note that at the time of Inquiry. - If there are missing or broken parts of the product, only the relevant parts may be shipped.
Cases where returns/exchanges cannot be accepted
- Returns/exchanges due to customer convenience
- Exchange/return requests made after the response period has passed, due to long-term storage or similar reasons, counted from the product arrival date
- Products returned without prior contact (if you wish to exchange or return an item, please обязательно contact us in advance.)
- Products damaged or broken due to customer use
- Requests from anyone other than the purchaser (excluding cases where the request is made by an agent who can prove authority in the manner specified by our company.)
- When purchased at stores outside this site (including auction sites, chain stores, physical stores, internet stores, but not limited to these)
- When the issue does not qualify as an initial defect, or is due to manufacturing characteristics
Notes regarding exchanges
- If you send the product without contacting us in advance, we will not be able to handle exchanges, refunds, etc.
- Even if the customer uses an overseas forwarding service at their own responsibility, our company will handle returns/exchanges in the same way as above.
Products can be shipped only within Japan. Please understand that we cannot ship to countries outside Japan.
However, if the customer is using “Global-e” to purchase products from outside Japan, use of this site will be possible in accordance with the Terms of use and other terms applicable to “Global-e”. - Even if Inquiry is made within 7 days after product purchase/arrival, if the item is sold out or no replacement item is available, we may handle it by refund. Please understand this in advance.
- For products purchased at physical stores, please request assistance from the store where you made the purchase or from Gray Parka Service Inc. Support Desk.
