FAQ

Member registration is required to order on this site.
Enrollment fee, annual membership fee, etc. can be registered for free.

1. New member registration pagePlease access.
2. The member registration screen is displayed. Sur first name, email address,Please enter your password.
   * Please register with more than 5 characters and half -width English numbers.

If you cannot register as a member, please check the following.

◎ When an error message "This email address has been registered" is displayed
We have already registered as a member in the email address you entered.
If you forget your password, you can reset your password.

◎ When an error message other than the above is displayed / when it is not possible to register for other reasons
excuse meInquiry formPlease contact us more.

After the membership registration procedure, the registration completion email will be automatically distributed. If you do not receive an email after the procedure, the following factors may be considered.

◎ The email address is different
The email will be delivered to the registered e -mail address.
If you are different from the email address you are currently using,Inquiry formPlease contact us.

◎ It is sorted to spam
If you are using a free mail (Gmail, etc.), it may be distributed to spam, so please check the spam folder.

◎ There is a domain reception restriction of mobile carrier email
If the registered e -mail address is restricted, you may not be able to receive emails from this site (password reminder email / order confirmation email / inquiry reply email). In accordance with the settings of each mobile company, cancel the domain refusal or "@Nameagano-market.jp" Please set the designated reception.

* Precautions for mobile carrier email addresses (docomo, ezweb, SoftBank, etc.)
Even if there is no problem with the domain setting, it may be recognized as refusal to receive due to security settings of each carrier and may not receive the email. Therefore, in our shopRecommended to register an email address other than mobile carrier emailDoing. If you would like to change your email address,Inquiry formPlease contact us more.

Login pageFrom the link "Did you forget your password?"

Sorry to trouble you,Inquiry formPlease let us know that you want to unsubscribe.
We will unsubscribe.

When you put the product in the shopping cart, you will not secure the stock of the product. Inventory is secured when the order procedure is completed.
Therefore, if another customer has completed the order procedure in advance with the product in the cart, it may be sold out depending on the number of stocks.
Also, if the cart is put in the cart for a long time, the stock status, product price, etc. may differ when ordered. Please note.

You cannot order reserved products and regular products at once.

The order confirmation email will be automatically distributed after the order is completed. If you do not receive the email, the following factors may be considered.

◎ The email address is different
The email will be delivered to the registered e -mail address.
If you are different from the email address you are currently using,Inquiry formPlease contact us.

◎ It is sorted to spam
If you are using a free mail (Gmail, etc.), it may be distributed to spam, so please check the spam folder.

◎ There is a domain reception restriction of mobile carrier email
If the registered e -mail address is restricted, you may not be able to receive emails from this site (password reminder email / order confirmation email / inquiry reply email). In accordance with the settings of each mobile company, cancel the domain refusal or "@Nameagano-market.jp" Please set the designated reception.

* Precautions for mobile carrier email addresses (docomo, ezweb, SoftBank, etc.)
Even if there is no problem with the domain setting, it may be recognized as refusal to receive due to security settings of each carrier and may not receive the email. Therefore, in our shopRecommended to register an email address other than mobile carrier emailDoing. If you would like to change your email address,Inquiry formPlease contact us more.

In principle, we do not accept cancellation of your order. Please note that you should order beforehand.

We cannot accept changes in your order after your order is completed. Please note that you should order beforehand.

Even if the delivery information is changed on My Page after the order is completed, the order information will not be changed.
Please check the shipping status of your order and please respond to the following response.

◎ Check the shipping status
Please check the shipping status of the corresponding order before contacting us.

1. If you have received an "Information on Shipping" email from our shop
   "After shipment"So,Please change the procedure to Yamato Transport yourself.
2. Please check the delivery status of the order history of My Page.
   • If the delivery status is "unpaid": "Before shipment". Please contact our shop immediately.
   • If the delivery status is "shipped":"After shipment"Will be.Please change the procedure to Yamato Transport yourself.

◎ before shipping
Please contact our shop immediately after describing the "Changed address" in the inquiry form.
※important※
Even if the delivery status of My Page is "unpaid"Orders that have already started shipping will not be able to respond to changes in our shop. Please note.

◎ In the case of shipment
We cannot accept the address change (transfer) after shipping.
Please check the information described in the "Shipping Information" email and contact Yamato Transport by yourself.
* We cannot respond to transfer requests from our shop to Yamato Transport.
* We cannot guarantee the shipping costs generated by the address change (transfer).

※important※
From the shipment on Thursday, June 1, 2023, Yamato Transport will include shipping costs when transferring luggage.
Due to "Delivery address mistakes", "absent for long -term", "relocation", etc.If the delivery destination is changed (transferred) to a different address from the address described in the invoice slip, the shipping fee will be charged according to the change destination, and the shipping fee will be borne (cash on delivery).
Please check here for more details.

We do not accept wrapping services. Sorry for your request.

In our shop, the luggage to be delivered is not included with the "delivery note" or "statement" with the product price. Please be assured that the product fee will not be transmitted to the delivery destination even if you use it as a gift.

After the product is shipped, it can be issued by the customer on the dedicated page.
We will guide you how to issue a delivery note by e -mail sent after shipment.
* In our shop, from the viewpoint of paperlessness and handling personal information, we do not include a "delivery note" with the product price on the delivered luggage.
* In addition, we do not accept delivery of delivery books. Please understand.

After the product is shipped, it can be issued by the customer on the dedicated page.
We will guide you how to issue the receipt by e -mail sent after shipping.
* In addition, we do not accept the mailing of the receipt or bundling to the product. Please understand.

You can choose from the following methods.

• Credit card (VISA, JCB, Master, American Express)
• Apple Pay
• Smartphone payment (PayPay, LINE Pay, Melpei)
  * Melpei has been temporarily suspended.
• And pay paidy

You cannot change the payment method after your order is completed.

Paidy will notify you of the Paidy payment method and claims.

1. Paidy will send you an email and SMS to notify you of the [1st to 5th of the month following the month of the order date].
2. Please select the payment method and pay for [Until the 27th of the month following the order date].

* You can also check the payment method and billing amount from My Paidy.
⇒ Click here (external site)

* If you have any questions, please check on the Paidy official website or contact Paidy directly.
⇒ Click here for the paidy official website (external site)

In principle, we do not accept credit cards other than the name of the orderer. Please note that as a result of the use of the credit card, we may cancel your order.
If you do not have a credit card in the name of the orderer, please choose another payment method.

Please use the payment service "SHOP Pay".
If you register your e -mail address and mobile phone number in "SHOP Pay", just enter the six -digit code sent by SMS to the mobile phone number the next time you purchase the delivery destination information and credit card information. It is easy to pay.
* Since the SHOP Pay app does not support Japanese and cannot enter the address in Japanese, please register from the following web page.
⇒ Click here for SHOP Pay registration / login (external site)

Shop Pay is a payment service provided by our online shop system.
If you register your e -mail address and mobile phone number on SHOP Pay, just enter the six -digit code sent by SMS to the mobile phone number to the mobile phone number, and do not enter the delivery destination information or credit card information again. You will be able to pay easily.

Changes in the information registered in SHOP Pay are not reflected even if our member registration information is changed.
Please log in to SHOP Pay and change yourself.
⇒ Click here for SHOP Pay login (external site)

If you would like to delete the SHOP Pay account, please complete the procedure yourself.
⇒ SHOP Pay account deletion (external site)

1. From the link above, enter the email address registered in SHOP Pay and press the "Send request" button.
2. You will receive an e -mail saying "Request for deleting a SHOP account" in the entered e -mail address.
3. Press "Delete account"
4. When the message "Your Account Has Been Successfuly Deleted." Is displayed, the deletion is completed.

• If you delete the Shop Pay account, the information stored in SHOP Pay will be completely deleted.
• SHOP PAY and our official Nagano Market Official mail order registration information is separate, so even if you delete the SHOP Pay account, we will not delete our account.

Perhaps it is probably due to the registration or use of "SHOP Pay" once, so please check the following.

Shop Pay is a payment service provided by our online shop system.
If you register your "email address" and "mobile phone number" on SHOP Pay, and save the delivery destination information and credit card information, you will easily pay simply by entering the 6 -digit code (SMS authentication) from the next time. can do. Even if you use SHOP Pay once at another store, SHOP PAY may start up automatically when ordering at our shop with the "SHOP PAY registered e -mail address".

If you proceed from the cart with "logged in to SHOP Pay", it will automatically transition to the settlement screen of SHOP Pay. If you want to order by another payment method, please try the following.

1. Click "Go to the cash register" on the cart screen and transition to the "Pay now" page where credit card information is entered.
2. Click [Purchase as a guest] under "Pay now".
3. Transition to the screen of "Contact information / delivery address" screen. Enter "Delivery destination information" and click [Go to select delivery method].
4. Please select the delivery method and click [Payment].
5. You can choose the payment method you want from "Payment".

In our shop, we deliver by Yamato Transport Takkyubin.

Delivery fee is set depending on the delivery area.
Regarding shipping charges for each region,"Delivery fee" in the usage guidePlease confirm.

We do not accept the date and time.
We will send you an e -mail with the tracking number after shipping the product, so you will be on your own.Yamato TransportPlease contact me.

Products that are in stock will be shipped within 7 business days (excluding weekends and holidays) from the order date.
Reserved items will be shipped within 7 business days (excluding weekends and holidays) from the release date.
We cannot reply to inquiries regarding individual shipping time.
Please note.
At the time of shipment, we will contact you by e -mail with the tracking number.

After your order, you cannot accept the bundled product. If you order separately, it will be delivered for each order. Thank you for your understanding.

Please select a country/region that can be delivered on the product purchase page. If your country or region is not displayed, you may not currently deliver.

First, please check if the order you ordered is "reserved product".
In the case of reserved items, the scheduled shipment date is described on the product page when ordering.
If the product does not arrive despite the order only for ordinary productsInquiry formPlease contact us more.

Depending on the weather and road conditions, delivery may be delayed than planned.
The tracking number and the delivery status URL are described in the "Information on Shipping" sent at the time of shipment. From the delivery status URL, ""Kuroneko Yamato's luggage inquiry systemPlease confirm.

We cannot accept returns or exchanges for customer's convenience. Please order beforehand before ordering.

We are making a thoroughness, but in the unlikely event that we receive an initial failure or a product with a different content from your order, we will respond and replace it.
[Within 7 days after the arrival of the product] clearly specify the "relevant product name" and "number".Inquiry formPlease contact us more.
After confirming the contents, we will contact you again.
Please prepare photos that can check the defective parts of the product and wait.
Please note that if you can not prepare an alternative, such as sold out, we may refund.

Please note that we cannot accept returns or exchanges for the following.

• If you contact us after [within 7 days after the arrival of the product]
• If the product is returned without prior notice
• If you have scratches or damage after you use the product
• Request for return / exchange from non -purchasers
• When purchased on non -regular routes such as auction sites
• When purchased at stores other than our shop
• By manufacturing specifications and individual differences
• In addition, if there is no problem based on our provisions

◎ If only the delivery box is damaged or dirty
Please check the product inside, and if the product is not damaged or dirty, please receive it as it is. Thank you for your understanding.

◎ Regarding the case where the product is damaged or dirty
Please contact the shipping company directly for damage or stain of the product generated in transportation.
If you find damage or dirt after receiving the product, be sure to take a picture of the damage or dirt, and prepare the tracking number at hand, and then [within 14 days of arrival of the product]. Please contact the center.

≪ Yamato Transport Service Center ≫
From a landline: 0120-01-9625
From mobile phone: 0570-200-000
Phone reception hours: 8:00 to 20:00 (open all year round)

◎ If only the original BOX is damaged or stained
The original BOX is a delivery box to protect the contents of the contents, so it cannot be replaced even if it is damaged or stained. Please understand.

◎ When the product is damaged or stained
Please contact the shipping company directly for damage or stain of the product generated in transportation.
If you find damage or dirt after receiving the product, be sure to take a picture of the damage or dirt, and prepare the tracking number at hand, and then [within 14 days of arrival of the product]. Please contact the center.

≪ Yamato Transport Service Center ≫
From a landline: 0120-01-9625
From mobile phone: 0570-200-000
Phone reception hours: 8:00 to 20:00 (open all year round)

In principle, if it is due to manufacturing characteristics, you cannot accept replacement. In addition, if not, it may not be possible to replace it because the number is limited.
The extra postcard may be included, but it cannot be replaced even if it is damaged or stained.

We are very sorry, but we cannot answer individually regarding the release of the product. Please check the information about the release products as appropriate.
* Please note that we do not promise information dissemination on the following site.

• Nagano Market Official Mail Order (this site)
• Nagano Market Info
• Nagano Market Official Mail Order Twitter

We cannot reply to inquiries regarding resale or order production requests.
Please note.

If it will be made to resale and ordered,Nagano Market Official X (Twitter)We will inform you at any time.

We are very sorry, but we cannot answer the product resale and restock information individually.
Information on resale / restockingNagano Market Official X (Twitter)We will send it as appropriate, so I would be grateful if you could check it.
* Please note that we do not promise information dissemination on Twitter.

In addition, if you enter an e -mail address for "Receive the arrival notification" on the product page and click "Register", you will receive the notification at the time of arrival, so please use that.
* Please note that arrival notification emails do not secure stock.

The corresponding browser is as follows.

• Windows: Google Chrome, Mozilla Firefox, Microsoft Edge each latest version
• Mac (Macintosh): Safari, Google Chrome each latest version
• iPhone: Safari latest version
• Android: Google Chrome latest version

If you are using Internet Explorer, it may not be displayed correctly, so please use Microsoft Edge.
If there is a problem with the site display or operation, please try it in the above recommended environment.