FAQ

Is the stock reserved when I add an item to my shopping cart?

Items are not guaranteed to be in stock when you add them to your cart.

Your order will be completed and stock will be secured when you click "Order" on the page where you have entered your order information (2/2).
Therefore, if you add an item to your cart and complete the process on the payment page, the item may be sold out depending on the quantity in stock if someone else completes the process on the payment page first.

Where can I see my points information and history?

You can check this from My Page/myNB.

Where can I see available coupon codes?

You can check your special coupons on your myNB member page.

I forgot to enter my coupon code/campaign code, can I still apply it?

Coupon codes and campaign codes are reflected when your order is confirmed, so they cannot be applied after the order has been placed.

Is it possible to use multiple coupon codes at the same time?

Only one coupon code can be used per order.

My coupon code is not displayed when I place an order.

There may be cases where the product is not eligible or has expired. Please check the terms and conditions of use for the coupon you have on your My Page.

When and how can I get the birthday coupon?

It will be issued on the 1st of your birthday month in your myNB member My Page. For new members, it will be issued the day after registration.

Even though I select the size, I can't add it to my cart.

If the product you want has different width options, please select not only the size but also the width you want.

I can't see the product I want to purchase on the product page.

The desired with is not available. Please select from the displayed with,
Please add to your shopping cart.

Can I cancel, change or add items after placing an order?

We cannot cancel orders after they have been placed.
If you do not need the item, please receive it and then return it.

Please note that we cannot provide the following services after your order has been completed.
・Change of delivery address
・Change your payment method
・Adding or changing products
・Cancellation of some of the ordered items
・Adding or changing gift wrapping
·Specified delivery date
・Point allocation and use
・Use and change coupons

I have placed two orders consecutively, could you please send them together?

We do not offer combined shipping for multiple orders.

What kind of gift wrapping is available?

Check out the colors and designs below.
For more information Click here
We will provide gift wrapping for all items ordered based on the quantity. If you purchase 5 or more items, the items will not be wrapped and the gift wrapping materials will be included in the order.
[Please note] Gift wrapping service is not available for the following items:
・If you purchase 10 or more items
・If there is no applicable size due to the size or shape of the product
・If a wrapping size is specified
・Wrapping multiple items together

Is there an extra charge for gift wrapping?

It's all free.

If I select gift wrapping, will the amount be shown on the invoice?

If you select gift wrapping, the amount will not be shown on the invoice.

Can I not require gift wrapping and hide the amount on my invoice?

If you do not require gift wrapping and would like the price not to be displayed to the recipient, please select [No wrapping required/price not displayed].
*Please note that the amount displayed on the invoice will be the same if the delivery address is different.

Do you have gift wrapping available?

We do not have this item in stock.

Do you have message cards?

No, we do have message charms available.

What payment methods do you accept?

You can choose from credit card, cash on delivery, Amazon PAY, d-payment, merpay, Kuroneko payment after delivery (convenience store payment, post office transfer), and deferred payment (Paydy).

How do I pay with Amazon PAY? Can I use Amazon points?

If you wish to use this service, please check here. Amazon points cannot be used.

How do I pay for Kuroneko deferred delivery (convenience store payment or post office transfer)?

If you wish to use this service, please check here.
Please note that this service is limited to members only.

How do I pay with dPay (Docomo carrier payment)?

If you wish to use this service, please check here.
*d Points can be used on DoCoMo's carrier payment site page.

Can I earn both myNB points and d points when using d Pay (Docomo carrier payment)?

You can accumulate both myNB points and d points.
Please note that the timing for awarding points differs for each.

Can myNB points and d points be used together with d payment (docomo carrier payment)?

You can use myNB points and d points together when making an order.
Please note that the fields for entering usage points are different for each.

I used points with d payment (docomo carrier payment), but the amount listed on the statement is the same price. Will it be reflected?

The total order amount shown in the order completion email and shipping email, as well as the total payment amount shown on the purchase invoice (delivery note) included with the product, are amounts before using d points and may differ from the actual amount charged.
Regarding the total confirmed payment amount, please be sure to check the amount stated in the order completion email from Docomo, which includes the amount used for points.
*"d Points used" and "d Points to be awarded" will not be listed in emails or statements from this online store.

How do I pay with Merpay?

This is a payment method that you can pay using the Mercari app.
If you would like to use this service, please check here.

How do I pay with the cashless payment service "PayPay"?

You can now use the cashless payment service "PayPay".
In addition to being able to pay with PayPay bonuses accumulated through shopping or charged PayPay balances, it is also possible to accumulate PayPay bonuses according to the amount of payments made with PayPay.
If you wish to use this service, please check here.

How do I pay for a Pay Later payment?

When placing an order, you will need to authenticate your email address and mobile phone number to complete the purchase.
You can shop without a credit card, just enter your email address and mobile number.
Multiple purchases can be paid for together by the 10th of the following month.
When you sign up for PaydyPlus for free, you can take advantage of features such as no-fee* installments, pay in 3 or 6 installments** and monthly budget settings.
*Only direct debit and bank transfer are free of installment fees.
**For 3 and 6 installments, you must register the first time you use the service. *3 installments can be used for payments of 3,000 yen or more, and 6 installments can be used for payments of 6,000 yen or more.
＜Notes＞
*Depending on your internet environment, your order may not be completed even if payment is completed via Paypal.
If the order completion screen does not appear, please contact us.
*If the product page states that Atobarai (Paypal) cannot be used, it cannot be used.
*For inquiries regarding Atobarai (Paidy), please contact us at the address below.
Reference URL (To the Atobarai (Paidy) website): Please check here.

Can I issue a receipt? Does it comply with the invoice system? [For credit card payments, Amazon PAY, dPayment, and PayPay]

We will include an itemized invoice that complies with the invoice system, which you can use as a receipt.
The order shipment completion email can also be used as a receipt under the invoice system.
*The purchase amount, tax rate, and registration number are listed.
If you require a separate receipt, please write your request for a receipt, the recipient's name, and any notes in the receipt space in STEP 3: Confirm your order during the ordering process.

*A receipt will be included. Please note that we cannot send the receipt digitally.
*If we are unable to determine the addressee's name or other details, we will change it to the name of the person placing the order.
*As a general rule, invoices that are left blank or state the product price or item price will not be accepted. In cases where we are unable to understand the contents of the description, we will change it to the appropriate name (shoes price, apparel price).
*The receipt will be included with the product, so if you would like it sent separately to the orderer, please fill in the shipping address.
*We cannot create the product even if you pay in full with points.

Once you have completed your order, please contact us using the inquiry form.
If the item is not yet prepared for shipping, it will be included in the package, but if the item is already prepared for shipping or after the item has arrived, it will be sent by mail.

Can you issue a receipt? [For cash on delivery]

Since payment has not yet been received, we are unable to bundle the item with the product.
The cash on delivery receipt issued by Yamato Transport, attached to the shipping invoice, will serve as a receipt.
If you require a separate receipt, please send the cash-on-delivery receipt to the address below after the product arrives.
Upon arrival at our warehouse, we will create a receipt and send it by mail. If you would like an address or proviso, please write it on a memo or the like and enclose it.
*If the address is blank, above, or other information is unclear, we will change it to the "orderer's name."
*If we are unable to understand the blank spaces or other details, we will change them to the appropriate name.

[Shipping address] 7-1 Shinjuyoni, Kashiwa City, Chiba Prefecture, 277-0804 New Balance Japan DC
iMission's Park Kashiwa 2
To: Official Online Store Receipt Department

Can you issue a receipt? [In the case of deferred payment for Kuroneko]

The "Transfer Receipt" (or "Transfer Invoice and Receipt" if paying at a post office) that you receive when making payment using the designated invoice (transfer handling slip) will serve as a receipt.

Can I issue a receipt? [In the case of deferred payment (Paid)]

The usage details that are automatically registered on your "My Paidy" customer screen at the time of payment will serve as a receipt.
If you are paying at a convenience store, please use the payment slip from the time of transfer, and if you are paying by direct debit, please also use the details from your bankbook.

Could you please attach the receipt to an email and send it to me?

We are unable to issue receipts in electronic format such as PDF.