FAQ

For domestic deliveries only, we offer a paid wrapping service on the wrapping page.
https://shop.moomin.co.jp/pages/wrapping

We do not accept international shipping.

There are no points.

At Moomin Shop, we issue coupons (coupon codes) that can be used for a limited time on an irregular basis.

[About coupons (coupon codes)]
Click the "Proceed to checkout" button in the cart to proceed to "1. Contact" and enter the coupon code in "Enter gift card/coupon code" to receive the discount.
Details of the applied discount amount can be confirmed on the "2. Shipping" and "3. Payment" screens.

*Only one coupon (one coupon code) can be used in one payment.
*The number of uses, available purchase amount, and expiration date vary depending on the coupon (coupon code).
*Depending on the coupon (coupon code), the scope of application may differ, such as when only the product price or when shipping is included. Please be sure to check the amount at the time of use.
*For details of the coupon (coupon code), please check the information and notes when issued.

Depending on your usage status, there may be the following reasons why you may not be able to log in or register as a member.

[When using on an iOS (iPhone, iPad) smartphone or tablet]
・If JavaScript is disabled, you can check and change JavaScript settings by tapping "Settings" → "Safari" → "Advanced".

[When using on an Android smartphone or tablet]
- If JavaScript is disabled, you can check and change the JavaScript settings by starting the browser and tapping "Menu" → "Settings" → "Advanced Settings".

[When using on a computer]
① If 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" → "Security level for this zone" → "Customize level" button on the top tab.
From "Security Settings", select "Script" → "Active Script", select "Enable", and press "OK".

<For Safari>
1. Select "Settings" from the tab edit or settings icon on the top menu bar.
2.A separate screen will open, so select "Enable JavaScript" from the "Security" tab at the top and check it.
*It may differ depending on the version of the OS you are using.

② If the version is not compatible Please check that the device you are using is the latest version.
Internet Explorer is compatible with IE10 or later.
Earlier versions are not supported, so please check again.

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

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 a message using the inquiry form.

▼Matters I would like to confirm

① Device you are using (computer, smartphone, tablet, etc.)
[When using on a smartphone or tablet]
・Specific model of device you are using (e.g. iPhone/iPhone X, iPhone 8, etc.; Android/Xperia XZ, AQUOS R, etc.)
・The browser you are using (Internet Explorer, Google Chrome, Safari, etc.) and its version [If using on a computer]
・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?
ex) The screen becomes completely white / The screen becomes completely black / The loading state continues for a long time / An error message is displayed (In that case, what kind of message does it say?)

We will investigate the cause and contact you again.

[When using on a smartphone or tablet]
From the menu on the top left of the site, select "Login", enter your email address and password, and click "Login".
To log out, go to the "Account Details" page from the "My account" menu at the top of the site, and click "Logout" displayed at the bottom.
[When using on a computer]
From the menu on the top right of the site, select "Login", enter your email address and password, and click "Login".
To log out, go to the "Account Details" page from "Account" at the top of the site, and click "Logout" displayed at the bottom.

If you have forgotten your password, please go to the "Login" screen, click "Forgot your password?" and enter your email address on the "Reset your password" screen.
You will receive an email with the subject "Reset your account password" so please follow the instructions in the email to reset your password.

If you wish to change your registered email address, please refer to the information below and contact the shop using the inquiry form. If you want to change your password, please log out once and reset your password using the same steps as "Q. I forgot my password."

[Change of email address]
・Name: Please enter the name you registered in your member information.
・Email address: Please enter your new email address. (The shop will contact you here)
・Inquiry details: Please include your old registered address and the fact that you would like to change your email address.

At Moomin Shop, we also accept "guest purchases" that do not require membership registration.
Once you have decided on the product and quantity to purchase, please proceed to the "Cart" and check the product and quantity.
Please enter your contact information (email address) and shipping address from "Proceed to checkout" and follow the steps.
Please note that if you are making a guest purchase, you will not be able to check the order details or order history on the site, nor will you be able to use member benefits (order details can be confirmed in the order confirmation email and delivery completion email).

Please log in to your My Page on the official Moomin fan club site and make the changes under "Edit Member Information" in the member menu.

After logging in, you can register or change your address, phone number, etc. from the "Address Book" on the "Account Details" page.

After logging in, you can cancel your membership from the "Account Details" page. When you press the button, you will receive an automatic email, so please check it.
Please note that if you cancel your membership, your customer information will be deleted and your purchase history will also be invalidated.

Our store does not accept orders via email or phone. Please order from your computer or smartphone.

If you are making a "guest purchase" without registering as a member, you will be able to confirm your order via the order confirmation email sent automatically after completing your order. You can also check the delivery completion email sent when the delivery is completed.

If you have registered as a member and made a purchase, you can check your order details in "Order History" on the "Account Details" page after logging in. You can also check your order confirmation email and delivery completion email.

*If you do not receive various emails, please check here .

We do not accept any cancellations, additions, or changes after an order has been placed.
Please consider and confirm carefully before purchasing.

[If you notice a mistake in the "Order Confirmation Email"]
Please immediately send an email to contact@shop.moomin.co.jp, including your order number and name.
*Depending on the arrangement situation, we may not be able to accommodate your request.

《After shipping arrangements are completed》
We cannot accept cancellations after the product has been shipped, regardless of the reason.
Thank you for your understanding.

We apologize for the inconvenience, but once your order has been confirmed, it cannot be changed due to the system.
Please cancel your order and place a new order.
*For instructions on how to cancel your order, please see the section above.

Please note that if you cancel and reorder, the following may occur.
・When the product is out of stock ・When the campaign period ends ・When you cannot use various benefits and discount services ・When you cannot specify the same delivery date and time as the original order

To change the shipping address, please contact the shop using the inquiry form .
*Depending on the timing, we may not be able to accept changes.

Available for domestic delivery in Japan. Fee: 305 yen Due to system reasons, even if you select cash on delivery on the payment selection screen, it will not be reflected in the total payment amount.
The total amount including the cash on delivery fee will be displayed in the shipping notification email, so please check it.
This is only available within Japan. Cash on delivery is not available for purchases shipped overseas.

We will deliver it via Sagawa Express.
For deliveries to some areas, such as Okinawa and remote islands, the delivery company may be Yamato Transport.
In that case, the delivery time slot you selected may be changed.
・Time period change
12:00-14:00 ⇒ No designation
18:00-21:00 ⇒ 19:00-21:00

For overseas deliveries, delivery will be by EMS. Delivery date and time cannot be specified.

Shipping costs are 800 yen (tax included) nationwide within Japan.
*Shipping is free if the total amount of your order is 5,000 yen or more (tax included).

Please see the shipping rates for overseas shipping fees.

https://shop.moomin.co.jp/pages/overseas_freight_charge_list

Only available for delivery within Japan. Handling fee: 305 yen. Due to system reasons, even if you select cash on delivery on the payment selection screen, it will not be reflected in the total payment amount.
The total amount including the cash on delivery fee will be displayed in the shipping notification email, so please check it.

(Cash on delivery is not available for overseas deliveries.)

When shipping is complete, we will automatically send you an email with the shipping tracking number, and you can check the status of your package on the shipping company's website.

Please contact the shop using the inquiry form.
Depending on the timing, we may not be able to accept changes.

If you have received an email notification that the shipment has been completed, please contact the shipping company as it will include the shipping number.
→Sagawa Express homepage http://www.sagawa-exp.co.jp/

We deliver to some countries. Please see the shipping rates for available locations.

Orders are only accepted within Japan.
If you would like to make a request, please clearly state in the "Message" section before confirming your order that you would like to have your package delivered to a Sagawa Express office, the name of the Sagawa Express office, and the Sagawa Express office number. Please also check the points below before confirming your order.
[Sales office search URL]
https://www2.sagawa-exp.co.jp/branch_search/?_ga=2.231588511.1020202233.1696405885-1193235605.1680576571 <Notes on using delivery to a branch office>
1. If you have the package delivered to a branch office, you will not be able to go through the screening process for "Paid (deferred payment)", so please choose a different payment method.
2. Your package will be kept at our office for seven days from the date it arrives.

If the "orderer's name" and "recipient's name" are different, we will treat the order as a "gift" with the exception of some special items, and will enclose an itemized statement without the amount.
We will also cancel the price of the product.
*Products such as books with prices printed directly on the product, or products with opening marks left on the product, for which it is difficult to remove the price, may be delivered as-is.
*The enclosed details include the client's (orderer's) name, product name, number of products, and company information.

▼Click here for paid wrapping service
https://shop.moomin.co.jp/pages/wrapping

We do not respond to Noshi or messages.

There are the following reasons why you may not receive an email from us. Thank you for your confirmation.

① If you are unable to receive e-mails due to spam settings, etc. → Even if you have received the e-mail magazine, you may not be able to receive e-mails from Moomin Shop due to spam settings or other reasons. Please check your settings so that you can receive emails from our domain name [contact@shop.moomin.co.jp: automatic delivery email address, inquiry email address].
Please refer to the URL below for details on how to set up designated reception for each mobile phone company.

<Docomo designated reception method>
https://www.nttdocomo.co.jp/info/spam_mail/spmode/domain/index.html
<How to specify au reception>
https://www.au.com/support/service/mobile/trouble/mail/email/filter/detail/domain/
<Softbank designated reception method>
https://www.softbank.jp/mobile/support/iphone/antispam/email_i/white/
② When using free email (Yahoo.co.jp, hotmail.com, etc.), if there is a possibility that the email is automatically sorted to the spam folder or trash → "Spam folder" or "Delete folder" Please check.
③If the maximum capacity of your mailbox has been exceeded

If you have confirmed the above and still do not receive the email, or if you have any other questions, please send us the following information using the inquiry form.
Please note that once an email has been sent automatically, it will not be re-delivered.

If you would like to unsubscribe from the newsletter, please follow the "unsubscribe" link in the email newsletter. You cannot complete the procedure yourself from the "Account Details" page. If you do not have the email newsletter, please contact us using the contact form.

If you wish to change your registered email address, please refer to the information below and contact the shop using the inquiry form.

[Change of email address]
・Name: Please enter the name you registered in your member information.
・Email address: Please enter your new email address. (The shop will contact you here)
・Inquiry details: Please include your old registered address and the fact that you would like to change your email address.

Products that do not have a "Restock Notification" display are products whose next arrival schedule has not yet been determined.
We do not inform you about the arrival of individual items.
Also, we do not take advance reservations.

We will accept returns and exchanges of products at our expense.
Please contact us by replying to the inquiry form or shipping information email within 10 days of receiving the product.

MAIL:contact@shop.moomin.co.jp
*Email available 24 hours a day.
*Closed on Saturdays, Sundays, and holidays. Responses to inquiries made outside of business hours will be received the next business day.

We apologize for the inconvenience, but we do not accept product exchanges due to customer reasons.

Regarding the color of the product, the appearance of the actual product may differ slightly from the photo of the product image posted on Moomin Shop.
We also appreciate your understanding that the appearance of colors may differ depending on the browser environment you are using.

【credit】
If you wish to pay by credit card, please indicate this in the "Communication" section before placing your order.
Please note that we cannot reissue receipts.

[Cash on delivery]
In the case of cash on delivery, we are unable to issue a receipt.
Please request a receipt from the courier that delivered the item.

[Pay Later]
The receipt you receive when you make payment will serve as your receipt.
Convenience store: The transfer receipt will serve as your receipt.
Post office: The transfer invoice/receipt will serve as your receipt.
Bank: Please use the transfer slip (statement of charges) or bankbook as a receipt.

[PAYPAL]
You can check this by logging in to My PayPal on the PayPal website or app.
You can also check the email sent by PayPal after making a purchase.

For inquiries regarding corporate business, etc., please contact us using the information below.

Operating company: Zowie Co., Ltd.
mail:info@zowie.co.jp
Weekdays 11:00-18:00 (Closed on Saturdays, Sundays, holidays, and New Year holidays)