Fan Club FAQ

The login ID and password for "MOOMIN SHOP ONLINE" and the "Moomin Official Fan Club" will be the same.

Depending on your usage, the following may be the reasons why you cannot log in or register as a member.

[When using iOS (iPhone, iPad) smartphones and tablets]

・If JavaScript is disabled

You can check and change your JavaScript settings by tapping "Settings" → "Safari" → "Advanced".

[When using an Android smartphone or tablet]

・If JavaScript is disabled

Launch your browser and tap "Menu" → "Settings" → "Advanced Settings" to check and change your JavaScript settings.

[When using a PC]

①If JavaScript is disabled

<For Internet Explorer>

1. Select "Tools" → "Internet Options" from the top menu bar.

*If the menu bar is not displayed, press the "Alt" key on your keyboard.

2. Click the "Security" tab at the top, then "Security level for this zone", and then click the "Custom level" button.

From "Security Settings", click "Scripting" → "Active Scripting", click "Enable", and then click "OK".

<For Safari>

1. Select "Settings" from the Edit tab or the settings icon on the top menu bar.

2. A new screen will open. Click on "Enable JavaScript" in the "Security" tab at the top and check the box.

*This may vary depending on the OS version you are using.

②If the version is not compatible

Please check that your device is running the latest version.

For Internet Explorer, IE10 and later are supported.

It is not compatible with earlier versions, so please check again.

We apologize for the inconvenience, but please check the above settings.

If you are still unable to log in after trying the above, or if you have any other questions, please check the information below and send us an inquiry via the inquiry form.

▼Items we would like to confirm

①The device you are using (PC, smartphone, tablet, etc.)

[When using a smartphone or tablet]

・The specific model you are using (e.g., for iPhone: iPhone X, iPhone 8, etc.; for Android: Xperia XZ, AQUOS R, etc.)

- The browser you are using (Internet Explorer, Google Chrome, Safari, etc.) and its version

[When using a PC]

・The model you are using (WINDOWS, MAC, etc.)

- The browser you are using (Internet Explorer, Google Chrome, Safari, etc.) and its version

②What kind of screen appears when I try to register as a member or log in?

Example) The screen goes completely white/The screen goes completely black/The loading state continues/An error message appears (What kind of message does this show?)

We will investigate the cause and contact you again.

Payment is by credit card only (VISA/MASTER/JCB/AMEX/DINERS).

You can use a debit card to make payments just like a regular credit card, but we do not recommend it. For details, please see the FAQ "Can I make payments with a debit card for paid membership courses?"

Although it is possible to use a debit card for payment, we do not recommend it.

Please be sure to check the following before using.

A debit card is an immediate payment type card that debits your bank account at the same time as the card payment. In the Moomin Official Fan Club, paid membership is automatically renewed, so a payment credit limit is secured on the 10th of the last month of the validity period. The actual payment is made on the 20th of the same month, but with a debit card, the payment amount is temporarily deducted from your bank account at the time of securing this credit limit, so it may happen that the membership fee is temporarily debited twice.

*Please rest assured that the credit amount will be refunded as soon as the procedure from the card company is completed, so please wait. Depending on the financial institution, it may take some time for the refund to be returned to your account. Please contact your card company directly to find out how many days it will take for the refund to be received.

Paid membership courses are automatically renewed, so if you wish to continue your membership, there is no need to renew your membership.

*If you need to change your card, please go to "Usage Status" on your My Page and click "Change Card Information" to complete the procedure.

Here are the required items for free membership.

・Name

·email address

·password

·date of birth

・Address (Prefecture only)

·sex

・Agreement to the membership terms and conditions and personal information protection policy

・Whether or not you need an email newsletter

This is a required item for paid members.

・Name

·email address

·password

·date of birth

·address

·sex

·telephone number

・Agreement to the membership terms and conditions and personal information protection policy

・Whether or not you need an email newsletter

For free members, the following is optional.

・Name (surname in kana) (given name in kana)

The "Name (First name, Last name)" you register for the fan club will be your user name for "MOOMIN SHOP ONLINE".

If you use any characters other than those listed below, an error message will appear saying "Unavailable characters are included." Please check your input and make any necessary corrections.

・Hiragana

・Katakana

・Kanji (JIS 1st level/2nd level)

・Alphanumeric characters ・Symbols (common characters)

This is because birthdays cannot change and also to prevent duplication of birthday email services.

If, for any reason, including a mistake, you have registered a different birthdate, you will need to notify us as soon as you become aware of this or cancel your membership and then rejoin.

You can change this by going to "Edit Member Information" in the Fan Club My Page menu.

You can change your password by going to "Change Password" in the Fan Club My Page menu.

If you have forgotten your password, please change it by going to "Forgot your password?" on the login page.

If you are a paid member, please contact us via the Inquiry form.

When contacting us, please be sure to enter the following information:

・Name (first name and last name) when registering as a member

・Membership number (10 alphanumeric characters) or address at the time of membership registration

If you are a free member, please register again.

You can change this by going to "Edit Member Information" in the Fan Club My Page menu.

*Your birth date (year/month/date) cannot be changed.

You can proceed with the cancellation procedure from the usage status on your My Page.

You will need to enter your registered email address and password when completing the procedure, so please check in advance.

If you have purchased a product from "MOOMIN SHOP ONLINE", you can only cancel your membership 14 days after the product has been shipped.

*If you cancel your membership in the "Moomin Official Fan Club", you will also no longer be able to use "MOOMIN SHOP ONLINE". All your customer data will be deleted, and you will only have delivery data (purchased products, delivery address, destination, waybill number, etc.). If you contact us without the purchase number or other information provided in the email you received at the time of purchase, or depending on the content of your inquiry, we may not be able to respond, so you will not be able to cancel your membership in the "Moomin Official Fan Club" until 14 days have passed since the product was shipped.

Only paid members will receive birthday emails.

Your birthday will be delivered on the date you registered as a member. Please register the date and month when editing your member information.

*Birthday emails will be valid from the day after you register. Please note that if you register on your birthday, you will not receive an email.

*Please note that if you have not checked the box for "Email Newsletter/Birthday Email" on your My Page, you will not receive these emails.

You can change this in the "My Page Settings" menu of your Fan Club My Page.

Please make the changes in "About email newsletters and birthday emails."

Please note that you will not be able to receive the 5% discount.

When you join the "Moomin Official Fan Club", you will also be able to use "MOOMIN SHOP ONLINE".

You can log in using the email address and password you registered with the "Moomin Official Fan Club" and there is no need to set up a separate account.

When logging in to "MOOMIN SHOP ONLINE", you will need to log in with the password you set for the "Moomin Official Fan Club". There are no other changes.

The personal information of fan club members will be managed by Rights & Brands Co., Ltd., and the fan club will be operated by Zowie Co., Ltd.

In order to operate the fan club, Zowie Inc. will share the personal information of members obtained by Rights & Brands Inc.

Personal information of registered members will be shared by Zowie Inc., Rights & Brands Inc., and Moomin Characters Oy Ltd. (Finland). In addition, the information may be provided to and shared with companies to which each company outsources operations such as delivery and fan club event management. For details, please check the privacy policy and membership terms of each company.