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Clothing & Accessories for Dogs Clothing & Accessories for Dogs

Frequently Asked Questions

Please check the following frequently asked questions first. If there is no applicable item, click the inquiry form button at the bottom of the page to proceed to the inquiry form page.

Q. When will I receive the product

 The number of days it takes to deliver depends on the ordering time.
 [Regular product]
 It will be shipped in 2-3 business days. Ships in 3-4 business days during peak season.
 [Reserved Items] Described on the item page
 After the product is shipped, the Yamato Transport Inquiry number in the shipping completion mail is indicated. Please check with Yamato Transport for shipping status.

Q. Cart items have disappeared

 Products will be secured when you proceed to the order completion screen. Please note that the product may be sold out during the purchase procedure. * Frequently occur when orders such as new products are flooded.

Q. Order by mistake (size, color, quantity)

 It is possible if it is until 10 o'clock on the day of shipment. Please contact us using the inquiry form. * If there is no prior inquiry about changes before shipping products, the order details will be changed (payment method / size / color change), additional orders, cancellations, returned / exchanged for customer convenience, and bundled with another order. We do not accept procedures. We kindly ask for your cooperation in ordering after confirming that there are no mistakes on the order confirmation screen.

Q. I did not receive the order confirmation email

 When your order is completed, you will receive an order confirmation email. If you do not receive the email using the email address of Yahoo! Mail or hotmail, please check the "Junk Email Folder". The order confirmation email may be mixed in. Therefore, please cancel it from spam mail. Also, when using hotmail, we have confirmed that there is also a phenomenon that mail does not reach the junk mail folder. If you do not receive the email using Hotmail, please register our address in the address book and apply again. If you still do not receive it, please use a different address.
 If you are using mobile carrier mails such as "@ docomo.ne.jp", "@ ezweb.ne.jp", "@ softbank.ne.jp", etc. and you have set domain-specific reception / rejection settings, click "@moncheri Please be sure to set so that you will receive emails from ".jp". Please be aware that if it is not set, you will not be able to receive various notification emails such as purchase completion notification emails and restock notifications.

Q. I didn't receive the restocking email

 We do not promise resale or purchase. Sales may end before the desired product is restocked. Please note that emails will not be delivered in that case.

Q. I want to know the restock date

 We will not be able to respond to individual inquiries regarding restocking dates. Please register the restocking email. The restocking notification email will be automatically delivered when the desired number of products have been restocked. Not all customers who register the restocking email can purchase the item. There is a possibility that it will be sold out immediately after the sales notification. In addition, sales may end before the desired product is restocked. Please note that emails will not be delivered in that case.

Q. I want to collect multiple orders

 We do not accept shipment of multiple orders after the order is completed. Please note.

Q. Scheduled product shipment time

 The date shown on the product page is a guide. * It will be shipped within 3-4 business days from the arrival. Please be sure to check the following precautions when ordering reserved items.

 ■ Notes
 ・ If you purchase with regular products, they will be shipped together with the reserved products.
 ・ If you purchase other reserved items at the same time, the items with the latest delivery date will be shipped as soon as they are available.
 ・ Delivery date may change due to production reasons.
 ・ If you want to get the regular item to you quickly, please purchase the regular item and the reserved item separately.
 ・ Please note that we do not accept order cancellation for reserved items.
 ・ Although every effort has been made, we may not be able to receive the planned quantity in rare cases. In that case, we are very sorry, but we will cancel the procedure.
 -Please note that if you purchase with a regular product, we cannot cancel the reserved product and send the regular product first.

Q. I want you to send the reserved product and the regular sale together

 If you purchased with regular products, it will be shipped together with the reserved products.

Q. Inquiry email does not come back

 We apologize for the inconvenience. Regarding inquiries, we will reply by e-mail within 24 hours. * If you do not receive a reply except on Saturdays, Sundays, and holidays, and during the year-end and New Year holidays, please take a moment to review the domain reception settings of your mobile carrier. If you are using mobile carrier mail such as "@ docomo.ne.jp", "@ ezweb.ne.jp", "@ softbank.ne.jp", etc., and you have set domain-specific reception / rejection settings, click "@ Please be sure to set so that emails from "moncheri.jp" will be delivered.

Q. Return without receiving the item

 If you return the product due to an incorrect address at the time of purchase or the storage period has expired, we will cancel the procedure as soon as you return to our shop. We do not accept the resend procedure, so please be sure to check the site again. * Customers who have not been able to receive the item significantly and who have returned the item for a long time are very sorry, but we may place restrictions on future purchases. Thank you for your understanding.

Q. Return and exchange of defective products

 Although we take every possible measure for inspection and meter inspection, in the unlikely event that a defective product arrives, we will replace it with a replacement. We accept returns only when the product is out of stock. If you have any problems, please confirm the following within 7 days from the date of arrival of the item and contact us using this email form. We will get back to you as soon as possible after contacting us. In addition, in the following cases, we cannot accept returns, so please be sure to check and contact us using the inquiry form.

 ・ When exchanging / returning products (color / size)
 ・ If the customer is responsible for any damage or damage, or if the product has been used even once.
 ・ When the product tag is damaged or removed
 ・ If there are no bags, tags, or accessories included with the product
 ・ If the invoice and invoice enclosed with the product are lost / discarded
 ・ When there are individual differences in the reasons such as the smell of the product is strong
 ・ Contact us at least 7 days after delivery
 ・ Washed even if not worn
 ・ We cannot accept requests for unilateral returns, so please understand this in advance.

Q. I made a credit payment for a reserved item, but I received a bill before the item arrived.

 Credit payment is completed at the time of ordering the product, so depending on the closing date of the credit company, the bill may arrive before the product arrives. If the product cannot be delivered as scheduled and is canceled, the credit cancellation procedure will be performed and the credit will be deducted from the billing amount the following month, which will offset the purchase.

Q. I want to change the delivery address

It is possible if it is until 10 o'clock on the day of shipment. Please contact us using the inquiry form.

Q. I want to confirm my order

After ordering, you can check [Purchase Information] from the email automatically delivered to the registered address.
 In addition, by registering as a member, you can refer to the order history on My Page after logging in.

New member registration

Q. I want to cancel the delivered product

We cannot accept any cancellation or exchange due to customer's circumstances. In addition, please contact us in advance using the inquiry form, as it will take some time to process the unauthorized returns (only defective products) without notice.

Q. I want to cancel the ordered product

Cancellation after confirmation of order is not possible. Please note.

Q. I want to know the delivery status of products

You can check the number using the Yamato Transport Baggage Inquiry System. You can check the inquiry number from the email automatically delivered to the registered address after ordering.