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Dog Apparel & Accessories - monchéri

Q&A

First of all, please check the following frequently asked questions. 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 the item arrive?

The number of days required for delivery depends on the time of your order.
[Regular item]
It will be shipped in 2-3 business days. It will be shipped in 3-4 business days during the busy season.
[Reserved product] Listed on the product page
After shipping the product, the Yamato Transport inquiry number in the shipping completion email is listed. Please confirm the shipping status from Yamato Transport.

Q. Items in the cart have disappeared

The product will be secured when you reach the order completion screen. Please note that the product may be sold out during the purchase procedure. * Frequently occurs when orders are flooded, such as when selling new products.

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

We will be able to respond by 12:00 on the day of shipping (excluding weekends and holidays), so please contact us using the inquiry form. However, if there is a flood of orders, such as immediately after the sale of a new product, we may not be able to stop shipping arrangements for a specific order, so please contact us using the inquiry form after receiving the product. (We apologize for the inconvenience, but please note that the shipping fee will be borne by the customer.) * If there is no change inquiry in advance before shipping the product, the size, color and quantity after arrival We do not accept returns due to mistakes, so please check your order confirmation email and purchase history to see if there are any mistakes.

Q. I haven't received the order completion email

When your order is completed, you will receive an order completion email. If you do not receive the e-mail using your Yahoo! Mail or hotmail e-mail address, please check your "Junk E-mail Folder". The order completion email may be mixed in. Therefore, please cancel it from the junk mail. Also, if you are using hotmail, we have confirmed that there is a phenomenon that the mail does not arrive because it does not enter 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 mail "@ docomo.ne.jp", "@ ezweb.ne.jp", "@ softbank.ne.jp", etc. and have set the domain specified reception / rejection. , Please be sure to set so that you will receive the email from "@ moncheri.jp". Please note that if it 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 haven't received the restock notification email

We do not guarantee 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

We are unable to respond to individual inquiries regarding the restock date. Please register the restock notification email. The restock notification email will be sent automatically when the specified number of products are restocked. Not all customers who have registered for the restock notification email can purchase. It may be sold out soon after the sale 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 put together multiple orders

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

Q. Shipment time of reserved items

The date stated 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 products.

■ Notes
・ If you purchased the item together with a regular item, it will be shipped together after the reserved item arrives.
・ If you purchase different reserved items at the same time, the items with the latest delivery date will be shipped as soon as they are available.
・ Due to production reasons, the delivery date of the product may change.
・ If you want to get the regular product to you quickly, please purchase the regular product and the reserved product separately.
・ Please note that we do not accept cancellation of orders for reserved items.
・ Although every effort has been made, in rare cases the planned quantity may not be available. In that case, we apologize for the inconvenience, but we will cancel the procedure.
・ Please note that if you purchase the item together with the regular item, we cannot cancel the reserved item and send the regular item first.

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

If you purchased the item together with a regular item, it will be shipped together after the reserved item arrives.

Q. I haven't received an inquiry email

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

Q. Return the item without receiving it

If the item is returned due to an incorrect address at the time of purchase or the storage period has expired, it will be canceled as soon as it returns to our shop. We do not accept resending procedures, so we apologize for the inconvenience, but please re-purchase from the site. * We apologize for any inconvenience caused by customers who have not been able to receive the product and have continued to return it, but we may limit future purchases. Thank you for your understanding.

Q. Return and exchange of defective products

We take all possible measures for inspection and meter reading, but if a defective product arrives, we apologize for the inconvenience, but we will replace it. We accept returns only when the item is out of stock. If you find any inadequacies, please check the following within 7 days from the date of arrival of the product and contact us using this email form. We will get back to you as soon as you contact us. In addition, in the following cases, we cannot return the product, so please be sure to check and contact us using the inquiry form.

・ When exchanging or returning the product (color / size)
・ When the product is scratched or damaged at the customer's responsibility, or when the product has been used even once
-If the product tag is damaged or removed
-If there is no bag, tag, or accessory included with the product
-The delivery note and invoice included with the product is lost / When discarded (In the case of Yu-Packet, the delivery note is not included)
・ If there are individual differences in the reason such as the smell of the product is strong
・ 7 days or more have passed since delivery Contact us after that
・ Items that have been washed even if they have not been worn
・ We cannot accept requests for unilateral returns. Thank you for your understanding in advance. increase.

Q. I paid for the reserved item by credit card, but I received the bill before the item arrived.

Since credit card payment is completed when you order the item, you may receive a bill before the item arrives depending on the closing date of the credit card company. If the product does not arrive as scheduled and is canceled, the credit will be canceled and the amount charged the following month will be deducted and offset, so please be assured.

Q. I want to change the delivery address

We can respond if it is until 10 o'clock on the day of shipping (* We cannot accept it on Saturdays, Sundays, and holidays because customer service is closed). Please contact us using the inquiry form.

Q. I want to check the order details

After ordering, you can check the [Purchase Information] from the email automatically delivered to the registered address.
Also, by registering as a member, you can see the order history on My Page after logging in, so please take advantage of it.

New member registration

Q. I want to cancel the item I received

We cannot accept any cancellation or exchange due to customer's convenience. In addition, if you do not contact us without permission (only defective products), it will take time to process the paperwork, so please contact us in advance using the inquiry form.

Q. I want to cancel the item I ordered

We cannot accept cancellations after your order has been confirmed. Please note.

Q. I want to know about the delivery status of products

You can check with the inquiry number from the luggage inquiry system of Sagawa Express or Japan Post. You can check the inquiry number from the email automatically delivered to the registered address after ordering.

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