User Guide

User Guide

Thank you for using the Kiyokawa Shoten online store. We have compiled information here to help you use the store comfortably.

About orders

  • STEP 1

    Add the product to your cart.

    Click the "Add to Cart" button for the product you want.

  • STEP 2

    Check the contents of your cart.

    Please check the items in your cart and proceed to checkout.

    Click the "Proceed to checkout" button to proceed to the checkout. If you want to continue shopping, click the "Continue shopping" button.

    We are unable to accept requests for specific delivery dates and times.

  • STEP 3

    Specify the delivery address.

    Please enter the necessary information such as contact details and shipping address.

    If you have already registered as a member, please log in using the "Login" button. If you have not yet registered, please enter your email address, name, shipping address, etc. and proceed to payment.

    If you wish to register as a new member, you can complete the registration process after completing payment.

  • STEP 4

    Choose a payment method

    You can choose to pay by credit card, bank transfer, or external payment method designated by our company. If you would like to specify a different billing address, please select "Use a different billing address" and enter your details.

    Once you have finished entering the information, click the "Confirm Order" button, check the information you entered, and then click "Complete Order."

  • STEP 5

    Confirm your order and complete the process

    Please check your order details and if there are no mistakes, press the "Confirm Order" button. After your order is confirmed, you will receive an automatic email.

  • STEP 6

    others

    After your order has been accepted online, we may have to cancel your order if the product is not available due to the following reasons.

    *Out of stock *Product defects etc. *If there is a large number of orders or if there is only a small amount of stock, the product may be out of stock.

    If we are unable to provide the product and your order will be cancelled, we will notify you in advance by email within 2-3 business days of receiving your order.
    Please be aware of this.

Payment

Our online store offers the following payment methods to suit your needs.

Credit card payments

The types of cards that can be used are as follows:
VISA / MASTER / JCB / AMEX

*Number of uses: One-time payment only *Installment payments and bonus lump-sum payments are not available.
*Date of use: Order date *Date of withdrawal: Settlement date of your credit card company

Shop pay

By selecting "ShopPay", you can place your order using ShopPay payment. To use this service, you will need a ShopPay account, so please prepare one in advance.

About product delivery

For standard delivery, your ordered product will be shipped on the next business day after your order is confirmed.

Delivery company

Products ordered by customers will be delivered by Sagawa Express or Yamato Transport.
*Delivery is only available within Japan.

postage

Shipping costs vary depending on the region.

*Shipping is free for orders totaling 33,000 yen (tax included) or more.
*However, if delivery is to more than two locations or on different shipping dates, or if there are more than two deliveries, shipping charges will be required for each.
Please check the "Order Details" in the order confirmation email that we will send you after confirming your order.

Points to note

*Please note that we cannot accommodate additional orders for separate orders, orders with different payment methods, or orders with different order confirmation dates.
*Please note that we do not ship products overseas, nor do we accept orders using forwarding services.
*All products ordered through our online store will be delivered to you and cannot be picked up at our physical stores.
*If you pay by credit card, the payment will be processed when we confirm your order. Therefore, depending on the product's "shipping date," the payment may be processed before the product is delivered.

Due to weather conditions, there may be delays in delivery of packages in some areas. We apologize for any inconvenience this may cause and appreciate your understanding. For more information on delivery delays, please visit the Yamato Transport website.

Yamato Transport website here
http://www.kuronekoyamato.co.jp/chien/chien_hp.htmlopen_in_new

Specify delivery date and time

Delivery time: Your order will be shipped within 1 to 3 business days after your order is confirmed.
We are unable to accept requests for specific delivery dates and times.
* Delivery times vary depending on the delivery area, the day of the week and time of your order.
*Delivery may take longer than the above depending on busy periods, New Year's holidays, long holidays, and order status.
*If the delivery company specifies that delivery times cannot be specified, the delivery will be "without a specified time" regardless of whether a time is specified. For details, please contact the delivery company's sales office.
*Please note that for Okinawa and other remote islands, delivery will take 3 to several days from the date of shipment.
*Delivery may be delayed depending on weather and road conditions.
*Please note that we cannot accept cancellations or changes to products.
*Delivery is limited to within Japan. (Domestic delivery only)

Specify delivery date and time

Delivery time: Your order will be shipped within 1 to 3 business days after your order is confirmed.
We are unable to accept requests for specific delivery dates and times.
* Delivery times vary depending on the delivery area, the day of the week and time of your order.
*Delivery may take longer than the above depending on busy periods, New Year's holidays, long holidays, and order status.
*If the delivery company specifies that delivery time cannot be specified in your area, the delivery will be "without a specified time" regardless of whether or not a time is specified. For details, please contact the delivery company's office.
*Please note that for Okinawa and other remote islands, delivery will take 3 to several days from the date of shipment.
*Delivery may be delayed depending on weather and road conditions.
*Please note that we cannot accept cancellations or changes to products.
*Delivery is limited to within Japan. (Domestic delivery only)

Inquiries after product shipment

After the product has been shipped, we will send you a tracking number via email.

Sagawa Express: Tracking
https://www.sagawa-exp.co.jp/send/howto-search.html

Yamato Transport: Tracking
https://toi.kuronekoyamato.co.jp/cgi-bin/tneko

When checking, please have the "Inquiry Invoice Number" listed in the "Product Shipping Notification Email" sent to you after the product has been shipped ready and enter it.

If you are not at home

If you are not at home on the delivery date, a notice of absence will be placed in your mailbox. Please request redelivery within six days of the shipping date from the Yamato Transport office listed on the notice of absence.

If you do not receive your parcel after the storage period (6 days) has expired, the parcel will be temporarily returned to our company. If you request redelivery, you will be charged the shipping fee for redelivery and the shipping fee for the re-delivery.

Cancellations, returns and exchanges

We cannot accept cancellations or changes to product contents (adding products or changing to a different product) for products that have already been ordered.
Before completing your order, please make sure that the size, color, price, quantity, and other details of your order are correct.

Returns and Exchanges

When you receive your product, please first check that there are no defects and that it matches your order. Returns must be made within one week of receiving the product. We thoroughly inspect all products before shipping and take every precaution to ensure product quality, but if you find any stains, damage, or other defects, we will immediately replace the product with a good one.

If you find that the product is different from what you ordered or is defective, we will accept returns or exchanges at our expense, including shipping and handling fees.

We understand that you may have many questions or concerns, so please contact us first.
We also accept inquiries via email, so please contact us in the way that is most convenient for you.

[Contact point]
Contact name: Kiyokawa Shoten Co., Ltd. Customer Support Department Phone number: 03-3829-1509 (weekdays 10:00-17:00 *Closed during the New Year holidays and other special closures)
Email: ac@kiyo-kawa.com
Address: 2-12-5 Azumabashi, Sumida-ku, Tokyo

Cases where returns and exchanges cannot be accepted

We only accept returns and exchanges for defective products or incorrect products. (Please note that, as a general rule, we do not accept cancellations.) We regret that there are some items that cannot be returned or exchanged. Thank you for your understanding.

*Examples: - Products that have been received more than one week ago - New products that have been opened - New products that have been worn or used - Products that are in a different condition than before shipping - Products with no purchase history on this website - Products that have become soiled or damaged

Please note that the shipping and handling fees for returns and exchanges due to customer convenience will be borne by the customer.

refund

If you paid by credit card, please contact your card company to cancel the payment or change the payment amount.
If the card company has debited the amount, the refund may be made in the month following the debit month or the month after that.

[Note] If you return a product, shipping fees and other fees associated with payment will not be refunded.

If you pay by bank transfer or convenience store transfer, the payment will be transferred to your specified bank account.
Please inform us of the bank details for the refund and return the product to the specified return address. We will refund you within 5 to 7 days after receiving the product (excluding periods when banks are closed, such as during the New Year holidays).

About non-delivery charges

If you do not contact us to cancel your order and we are unable to deliver your order due to your circumstances (refusal to accept delivery, long-term absence, unknown address, etc.), we will refund you after deducting the following fees for delivery.
If the product is returned to us due to refusal to accept the product without a valid reason, expiration of the delivery company's storage period, etc., we will charge the following fees.

・Round-trip shipping fee ・Return handling fee ・Other actual shipping fees

Please note that the above amount will be deducted from the refund.
Please note that we may refuse orders from customers who repeatedly engage in the above behavior.

About arrival notification

For some products that are displayed as "out of stock," you can sign up for "stock notification emails," which will notify you when the product is back in stock.

Arrival notification

●We will send you an email once the product you specified has arrived.
●Registering for a stock notification does not guarantee that you will be able to purchase the product. Also, there may be cases where the product will not be restocked and sales will end.
●If an order is cancelled, there may be temporary stock availability, but due to system issues, there is a possibility that the receipt may be delayed or the product may not be delivered.

Copyright

The copyright of the images, photographs, illustrations, documents, and other content provided on this website (hereinafter referred to as "content") belongs to our company and third parties with legitimate rights. In principle, the Copyright Act prohibits the duplication, public transmission, adaptation, or distribution of all or part of this content without our permission. Our company does not permit the duplication, public transmission, adaptation, or distribution of all or part of the content posted on this website without our permission.

If you can't log in

Before contacting us, please check the following ① to ③.

①Have you registered as a member of the Kiyokawa Shoten online store?

②Please make sure you have entered the correct email address and password (even a half-width space before, after, or within the email address will result in an error).

If you have forgotten your password, please try resetting it.

If you are unable to log in after checking ① to ③, please contact our Customer Support Department.

About the email newsletter

Our online store publishes an email newsletter that is sent to members on an irregular basis.
Please register as we will be updated with the latest arrival information, great sales information, and more.

Unsubscribe from the email newsletter

To stop receiving the e-mail newsletter, please go to "Change Registration Details" on your My Page. If you have only registered for the e-mail newsletter, we apologize for the inconvenience, but please contact us using the contact information below to stop receiving the newsletter.

→Inquiry

How to cancel membership

After logging in to your My Page, please enter the following customer information in the "Cancellation Form" at the bottom of your My Page and complete the procedure.

●Registered name ●Registered phone number ●Registered email address

>> Log in here

If we are unable to confirm your registration, we will contact you. If you are unable to log in to your account, please see the "Can't log in" section.

*It may take about a week from the time you start the cancellation process until your cancellation is completed.