FAQ

Is there a shipping charge?

If you register as a member, shipping will be free for purchases of 5,000 yen or more (tax included).
If you are a non-member (guest), shipping is free for purchases of 7,000 yen or more (tax included).
*Shoes in the kids' category on the official online store are always delivered free of charge.
*All items are shipped free of charge for members with Silver rank or above.

If the total amount of your order is 7,000 yen (including tax) (less than 5,000 yen for members), shipping costs will be 660 yen (including tax), and 1,100 yen (including tax) for Hokkaido and Okinawa Prefecture.
*If the delivery address is on a remote island, we will contact you separately to inform you of the shipping fee.

Who is the delivery company?

The delivery company will be Yamato Transport, which will deliver to anywhere in Japan. *We cannot change the delivery company.

Can you ship overseas?

Delivery of products is limited to within Japan only.

When will I receive my ordered product?

Products ordered by 3:00 p.m. on weekdays will be shipped by the next business day.
*Orders are counted from business days, so if you place an order after 3:00 p.m. on Friday or on the Saturday or Sunday, your order will be shipped by the next business day, Monday.
[With the following exceptions]
・Saturdays, Sundays and public holidays
・If verification of use is required for payment
・When orders are busy, or during long holidays including national holidays, New Year's holidays, Golden Week, etc.
- Situations where delivery is difficult due to traffic conditions or weather
- Pre-order items and items with delivery dates and times listed on the product page

Once the shipping arrangements have been made, we will email you the shipping information.
The email will include a shipping number, so you can access the shipping company's website and check the delivery status of your order.
For more information Click here Please refer to.

What should I do if my product is returned to me due to being away for a long time?

The period for redelivery is within 7 days from the date of shipment.

If you are not home, the delivery company will leave a notification of your absence.
Please be sure to adjust your desired delivery date and receive the item within the redelivery period.

Your item will be automatically returned to us in the following cases:
■If you cannot contact the contact information listed in the absence notice.
■If the address is unknown

*If you refuse to receive the package or are unable to receive it due to long-term absence,
There may be some restrictions on future use.

置き配、宅配ボックスなど、受け取り場所を指定できますか？

ご注文の際にご指定はできかねます。
事前にクロネコメンバーズへの登録いただき、お荷物のお届け予定通知から「置き配」などご希望を選択するだけで、サービスをご利用いただけます。 下記参照の上、出荷後にお客様ご自身でご指定ください。
詳しくは、外部(ヤマト運輸サイト）置き配サービスをご参照ください。

How can I specify convenience store pickup?

When ordering, please select "Pick up at a convenience store or office" as the delivery method.
[Items that cannot be picked up at convenience stores]
*Since the cardboard size is up to 100cm, orders that include 2 or more pairs of shoes must be included.
*Large products that do not have a settings button
For more information Here We will guide you on how to use it.
Please note: If you enter the address of a convenience store or business office directly as the delivery address, the package will not be picked up at a convenience store.

Can I pick it up at any convenience store?

You can pick up your package at the convenience store or Yamato Transport office listed below.
*If the "Pick up at convenience store or Yamato office" button is not displayed, such as for large items, this option is not available.

[Available convenience stores and offices]
・FamilyMart (including Circle K Sunkus) *Family lockers are only available at some stores.
・NEW DAYS
·poplar
・Daily Yamazaki
・Three F
・Yamato Transport Office
*Some stores are not eligible.

Can I specify a pick-up date? Is there a storage limit?

You cannot specify a delivery date.
The storage period is 3 days, including the day of arrival, if you collect from a convenience store, and 7 days if you collect from a Yamato office.
If the storage period expires, the item will be returned to our warehouse and automatically canceled. We cannot reship the item.

Can I change from the specified convenience store to a different convenience store or home delivery?

You can only pick up your order at the location you specified when placing your order. Under no circumstances can you change the receiving convenience store, transfer, or change to pick up at a business office.

Is there a specified payment method?

You can choose from credit card, d-payment, merpay, and PayPay.

How do I know when I've arrived at the convenience store?

ご指定コンビニに到着し、商品のお受け取りが可能になりましたら、ヤマト運輸よりお知らせメールをお送りします。ドメイン指定受信を利用されている場合は「mail@kuronekoyamato.co.jp」を受信できるように設定してください。

Is there anything I need to receive?

[For FamilyMart, Circle K Sunkus] You will need the "waybill number (inquiry number)" and "authentication number" provided in advance by Yamato Transport. Please perform the authentication operation on the in-store terminal.
[For other convenience stores and Yamato offices] Identification card (driver's license, etc.), personal seal, Yamato Transport's courier slip number (contact number) and email with the authentication number, etc.

For details on how to receive your payment, please click here.

Notes on returns and refunds

Returns and refunds cannot be made at convenience stores. For details about returns and refunds after receiving the product, please refer to the FAQ "About Returns."​

Contact information

ヤマト運輸株式会社　お客様サービスセンター：0570-200-738
コンビニ受け取りに関するお問合せ：0120-36-9625

Please note: You cannot change to convenience store pickup via Kuroneko Members.

Orders placed through this online store cannot be changed to Kuroneko Members services or convenience store pickup.
We apologize for the inconvenience, but we ask that you pick up your package at home or at a Yamato Transport store.