First, check out the FAQs below. If there is no applicable item, please click the inquiry form button at the bottom of the page to proceed to the inquiry form page.
Q. When will the product arrive?
The number of days it takes to deliver depends on when you place your order.
[Normal product]
It will be shipped in 2-3 business days. During the busy season, it will be shipped in 3-4 business days.
[Reserved product] Listed on the product page
After the product is shipped, the tracking number will be included in the shipping completion email. Regarding the shipping status, please inform DHL / EMS of the tracking number and check it.
Q. Items in the cart have disappeared
The product will be secured when you proceed to the order completion screen. Please note that some items may be sold out during the purchase process. *This frequently occurs when there is a flood of orders, such as when new products are on sale.
Q. Wrong order (size, color, quantity)
We can respond until 12:00 (excluding weekends and holidays) on the day of shipment, so please contact us using the inquiry form. However, when we are inundated with orders, such as right after the sale of a new product, we may not be able to stop shipping arrangements for specific orders. (We apologize for the inconvenience, but please note that the shipping fee will be borne by the customer as the return will be for the convenience of the customer.) We do not accept returns due to mistakes, so please check your order confirmation email and purchase history to make sure there are no mistakes.
Q. I did not receive an order completion email
Once your order is complete, you will receive an order completion email. If you do not receive an email from your Yahoo! Mail or hotmail email address, please check your spam folder. The order completion email may have been misplaced. Therefore, please remove it from spam. Also, if you are using hotmail, we have confirmed that there is a phenomenon that the e-mail does not enter the spam folder and the e-mail does not arrive. If you use Hotmail and do not receive an email, please register our company's address in your address book and apply again. If you still do not receive it, please use a different address.
If you have specified domain reception / rejection settings, please be sure to set so that you can receive mail from "@moncheri.jp". Please note that if this is not set, you will not be able to receive various notification emails such as purchase completion notification emails and restock notification emails.
Q. I didn't receive a restock notification email
We do not promise resale or purchase. Sales may end before the desired product is restocked. In that case, please note that the email will not be delivered.
Q. I want to know the restock date
Regarding the restock date, we are unable to respond to individual inquiries. Sign up for restock notification emails. A restock notification email will be sent automatically when the desired product is back in stock. Not all customers who have registered for the restock notification email will be able to purchase the product. It may be sold out immediately after the sales notification. In addition, sales may end before the desired product is restocked. In that case, please note that the email will not be delivered.
Q. I want to combine multiple orders
We cannot ship multiple orders together after the order is completed. Please note.
Q. Shipping time of reserved products
The date listed on the product page is a guideline. *It will be shipped in 3-4 business days after arrival. Please be sure to check the following notes when ordering pre-order items.
■Precautions
・When purchased together with regular products, they will be shipped together after the reserved products arrive.
・If you purchase another reserved item at the same time, it will be shipped as soon as the item with the latest delivery date is available.
・Due to production reasons, the product delivery date may change.
・If you want to receive the regular product quickly, please purchase the regular product and the reserved product separately.
・Please note that we do not accept cancellations for pre-ordered items.
・Although we take all possible measures, in rare cases we may not be able to receive the planned quantity. In that case, we are very sorry, but we will consider it as a cancellation procedure.
・Please note that we cannot cancel the reserved product and send the regular product first if you purchase it together with the regular product.
Q. I want you to send the reserved item and the regular item together
If you purchase this item together with the regular item, it will be shipped together with the reserved item.
Q. I haven't received a reply to my inquiry email
We apologize for the inconvenience. We will reply to your inquiry by email within 24 hours. *Excluding Saturdays, Sundays, holidays, and year-end and New Year holidays. If you do not receive a reply, we apologize for the inconvenience, but please review the following domain reception settings for your mobile carrier. If you have specified domain reception / rejection settings, please be sure to set so that mail from "@moncheri.jp" can be delivered.
Q. Returned without receiving the product
If the item is returned due to an incorrect address at the time of purchase or the storage period has expired, the item will be canceled as soon as it returns to our store. We do not accept procedures for resending, so we apologize for the inconvenience, but we ask that you please complete the purchase procedure again from the site. *We apologize for the inconvenience, but we may place restrictions on future purchases for customers who have been unable to receive the product and have continued to return it. Thank you for your understanding.
Q. I made a credit card payment for the reserved item, but the bill arrived before the item arrived.
Because the credit card payment is completed at the time the product is ordered, the invoice may arrive before the product arrives, depending on the closing date of the credit company. If the product cannot be delivered as planned and is canceled, the credit will be canceled and the next month's billing amount will be deducted, so please rest assured.
Q. I want to change the shipping address
If it is before 10:00 on the day of shipment, we can handle it. Please contact us from the inquiry form.
Q. I want to check the details of my order
You can check [Purchase Information] from the email automatically sent to your registered address after you place an order.
In addition, by registering as a member, you can refer to your order history on your My Page after logging in, so please make use of it.
New member registration
Q. I want to know the delivery status of the product
You can check the tracking number from the package inquiry system of EMS or DHL. You can check the inquiry number from the email automatically sent to the registered address after placing the order.