HELP
About orders and shipping
Q. I haven't received an order completion email. Has my order been placed?
A. If your order is successfully completed, we will send an "Order Completion Email (Automatically Sent)" to the email address you used to place the order. If you do not receive the email, please check your spam folder. We also recommend that you set up your email address to allow receiving emails from the following addresses in advance.
Auto-send email address: info@pan-kanazawa.com
*It may take some time to send the email.
A. If your order is successfully completed, we will send an "Order Completion Email (Automatically Sent)" to the email address you used to place the order. If you do not receive the email, please check your spam folder. We also recommend that you set up your email address to allow receiving emails from the following addresses in advance.
Auto-send email address: info@pan-kanazawa.com
*It may take some time to send the email.
Q. Can I change the size or color after completing my order?
A. Due to the specifications of the order system, we are unable to change the contents of an order once it has been confirmed. Please note that we are also unable to cancel orders due to customer reasons.
A. Due to the specifications of the order system, we are unable to change the contents of an order once it has been confirmed. Please note that we are also unable to cancel orders due to customer reasons.
Q: Can I cancel my order?
A. Please note that we cannot cancel orders due to customer convenience.
A. Please note that we cannot cancel orders due to customer convenience.
Q. Can I send separate orders together?
A. Due to the specifications of the order system, products are shipped by order number. We cannot send products with different order numbers together. Thank you for your understanding.
A. Due to the specifications of the order system, products are shipped by order number. We cannot send products with different order numbers together. Thank you for your understanding.
Q: Can you tell me about shipping?
A.
■Normal sales items: Products will be shipped within 2 business days after your order is confirmed or your payment is confirmed.
■Notes on delivery: Delivery times may vary slightly due to the convenience of the delivery company, such as consecutive holidays, midyear gift-giving season, and year-end gift-giving season. Delivery of products may also be delayed due to weather, traffic conditions, region, etc.
・We will send you an email once delivery is complete.
A.
■Normal sales items: Products will be shipped within 2 business days after your order is confirmed or your payment is confirmed.
■Notes on delivery: Delivery times may vary slightly due to the convenience of the delivery company, such as consecutive holidays, midyear gift-giving season, and year-end gift-giving season. Delivery of products may also be delayed due to weather, traffic conditions, region, etc.
・We will send you an email once delivery is complete.
Q: Please tell me about shipping costs.
A: Shipping fees are as follows:
For domestic shipping,
If the total price of your items is 11,000 yen or more (tax included)...If the total price of your free shipping items is less than 11,000 yen, please check the list below for shipping fees.
Hokkaido: 1,200 yenAomori Prefecture: 900 yenIwate Prefecture: 900 yenMiyagi Prefecture: 900 yenAkita Prefecture: 900 yenYamagata Prefecture: 900 yenFukushima Prefecture: 900 yenIbaraki Prefecture: 900 yenTochigi Prefecture: 900 yenGunma Prefecture: 900 yenSaitama Prefecture: 900 yenChiba Prefecture: 900 yenTokyo Prefecture: 900 yenKanagawa Prefecture: 900 yenNiigata Prefecture: 900 yenToyama Prefecture: 900 yenIshikawa Prefecture: 900 yenFukui Prefecture: 900 yenYamanashi Prefecture: 900 yenNagano Prefecture: 900 yenGifu Prefecture: 900 yenShizuoka Prefecture: 900 yenAichi Prefecture: 900 yenMie Prefecture: 900 yenShiga Prefecture: 900 yenKyoto Prefecture: 900 yenOsaka Prefecture: 900 yenHyogo Prefecture: 900 yenNara Prefecture: 900 yenWakayama Prefecture: 900 yenTottori Prefecture: 900 yenShimane Prefecture: 900 yenOkayama Prefecture: 900 yenHiroshima Prefecture: 900 yenYamaguchi Prefecture: 900 yenTokushima Prefecture: 900 yenKagawa Prefecture: 900 yenEhime Prefecture: 900 yenKochi Prefecture: 900 yenFukuoka Prefecture: 900 yenSaga Prefecture: 900 yenNagasaki Prefecture: 900 yenKumamoto Prefecture: 900 yenOita Prefecture: 900 yenMiyazaki Prefecture: 900 yenKagoshima Prefecture: 900 yenOkinawa Prefecture: 1500 yen
In addition, shipping fees for overseas shipments will be automatically calculated based on the "weight of the product" and "shipping area."
A: Shipping fees are as follows:
For domestic shipping,
If the total price of your items is 11,000 yen or more (tax included)...If the total price of your free shipping items is less than 11,000 yen, please check the list below for shipping fees.
Hokkaido: 1,200 yenAomori Prefecture: 900 yenIwate Prefecture: 900 yenMiyagi Prefecture: 900 yenAkita Prefecture: 900 yenYamagata Prefecture: 900 yenFukushima Prefecture: 900 yenIbaraki Prefecture: 900 yenTochigi Prefecture: 900 yenGunma Prefecture: 900 yenSaitama Prefecture: 900 yenChiba Prefecture: 900 yenTokyo Prefecture: 900 yenKanagawa Prefecture: 900 yenNiigata Prefecture: 900 yenToyama Prefecture: 900 yenIshikawa Prefecture: 900 yenFukui Prefecture: 900 yenYamanashi Prefecture: 900 yenNagano Prefecture: 900 yenGifu Prefecture: 900 yenShizuoka Prefecture: 900 yenAichi Prefecture: 900 yenMie Prefecture: 900 yenShiga Prefecture: 900 yenKyoto Prefecture: 900 yenOsaka Prefecture: 900 yenHyogo Prefecture: 900 yenNara Prefecture: 900 yenWakayama Prefecture: 900 yenTottori Prefecture: 900 yenShimane Prefecture: 900 yenOkayama Prefecture: 900 yenHiroshima Prefecture: 900 yenYamaguchi Prefecture: 900 yenTokushima Prefecture: 900 yenKagawa Prefecture: 900 yenEhime Prefecture: 900 yenKochi Prefecture: 900 yenFukuoka Prefecture: 900 yenSaga Prefecture: 900 yenNagasaki Prefecture: 900 yenKumamoto Prefecture: 900 yenOita Prefecture: 900 yenMiyazaki Prefecture: 900 yenKagoshima Prefecture: 900 yenOkinawa Prefecture: 1500 yen
In addition, shipping fees for overseas shipments will be automatically calculated based on the "weight of the product" and "shipping area."
Q: Can you tell me about the delivery company?
A.The items you order will be shipped via Sagawa Express or Japan Post.
*You cannot specify the shipping company.
Shipments to overseas destinations will be sent via EMS.
You can check the delivery status of your product in real time using the "Sagawa Express Parcel Inquiry Service" or "Postal Tracking Service - Japan Post" below. When checking, please have the "Parcel Inquiry Number" listed in the "Shipping Information" email sent to you after the product is shipped ready.
Sagawa Express parcel inquiry service: http://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp
Postal tracking service—Japan Post: https://trackings.post.japanpost.jp/services/srv/search/input
*You can also use it from your mobile phone.
A.The items you order will be shipped via Sagawa Express or Japan Post.
*You cannot specify the shipping company.
Shipments to overseas destinations will be sent via EMS.
You can check the delivery status of your product in real time using the "Sagawa Express Parcel Inquiry Service" or "Postal Tracking Service - Japan Post" below. When checking, please have the "Parcel Inquiry Number" listed in the "Shipping Information" email sent to you after the product is shipped ready.
Sagawa Express parcel inquiry service: http://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp
Postal tracking service—Japan Post: https://trackings.post.japanpost.jp/services/srv/search/input
*You can also use it from your mobile phone.
Q. Can I change the shipping address after the order has been confirmed?
A. It is possible to change the delivery address before the product is shipped. Please fill in the following information with your new delivery address and contact us via the inquiry form.
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Order Number :
Name:
post code:
New address:
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*If the product has already been shipped, we cannot accept any changes.
*Please check the shipping company and waybill number (tracking number) listed in the order completion email, and contact the shipping company's sales office to request a change of delivery address.
A. It is possible to change the delivery address before the product is shipped. Please fill in the following information with your new delivery address and contact us via the inquiry form.
-------------------------------
Order Number :
Name:
post code:
New address:
-------------------------------
*If the product has already been shipped, we cannot accept any changes.
*Please check the shipping company and waybill number (tracking number) listed in the order completion email, and contact the shipping company's sales office to request a change of delivery address.
Payment
Q: What are the payment methods?
A.The following payment methods are available.
If you would like to pay by bank transfer, please contact us via Instagram DM or our email address (info@pan-kanazawa.com).
A.The following payment methods are available.
- Credit card payment [VISA / Master card / AMEX / JCB]
- Shop Pay
- Pay Later (Paidy)
- LINE Pay
- PayPay
- Merpay
If you would like to pay by bank transfer, please contact us via Instagram DM or our email address (info@pan-kanazawa.com).
Q: When will payment be made?
A.
A.
- [Credit card]
You will be charged once your order is confirmed. - [Pay Later (Paidy)]
Each month, we will close the billing process at the end of the month and issue an invoice on the 1st of the following month. We will also notify you by email or SMS (short message) by the 3rd of the month.
Payment methods include convenience store payment (via convenience store terminals), bank transfer and direct debit.
The payment due date is the 10th for convenience store payments and bank transfers. For direct debit payments, the payment will be debited on the 12th*. However, for January and May, the payment may be debited on the 20th*.
Depending on the payment method, a fee will be charged for each monthly payment (billing). For convenience store payments, the fee is 356 yen (tax included), and for bank transfers, the transfer fee will be borne by the customer. For direct debit, no payment fee will be charged. Please be aware of this.
*If a financial institution is closed on a certain day, the payment will be processed on the next business day.
*As a result of paidy's review, you may not be able to use paidy next month payment depending on your credit limit.
If you have any questions regarding Paidy services, please contact Paidy Customer Support.
Reception hours: 10:00am - 6:00pm (weekdays only)
0120-971-918
Q: Can I change my payment method after completing my order?
A. Due to the specifications of the order system, we cannot change the payment method once it has been confirmed. Thank you for your understanding.
A. Due to the specifications of the order system, we cannot change the payment method once it has been confirmed. Thank you for your understanding.
Q. An error occurred when selecting my credit card.
A. If an error occurs and payment is not completed, the following may be the cause.
A. If an error occurs and payment is not completed, the following may be the cause.
- There is an error in the registration of card information (card number, security code, etc.)
- Your card has expired
- Payment refusal by card company
Returns and Exchanges
Q: Can I return or exchange the product?
A. As a general rule, we cannot accept returns or exchanges due to customer convenience. Please note that we cannot accept returns or exchanges due to initial defects only within 7 days after the product arrives. We will cover the shipping costs for defective products. Please be sure to check the condition of the product when you receive it.
If you wish to return or exchange an item, please be sure to fill in the "order number" and "product name" on the "Contact Us" form and send it back.
[If we cannot accept returns or exchanges]
A. As a general rule, we cannot accept returns or exchanges due to customer convenience. Please note that we cannot accept returns or exchanges due to initial defects only within 7 days after the product arrives. We will cover the shipping costs for defective products. Please be sure to check the condition of the product when you receive it.
If you wish to return or exchange an item, please be sure to fill in the "order number" and "product name" on the "Contact Us" form and send it back.
[If we cannot accept returns or exchanges]
- Defective products that have been delivered more than 7 days ago
- Reasons such as the color, shape, and appearance of the product being different from what was expected
- Reasons such as damage, scratches, or dirt on the packaging (excluding significant damage caused by issues during delivery, etc.)
- Other cases where we determine that we cannot respond to your request.
Q: Can I cancel my order?
A. As a general rule, we cannot accept cancellations of orders due to customer convenience. In addition, we cannot accept cancellations of orders after the preparation for shipment has begun.
A. As a general rule, we cannot accept cancellations of orders due to customer convenience. In addition, we cannot accept cancellations of orders after the preparation for shipment has begun.
others
For other inquiries, please contact us using the "Inquiry Form".