User Guide

If you live outside of Japan, you cannot register as a member and can only purchase as a guest.

There are various regulations depending on the country.

If customs duties, taxes, fees, etc. are incurred in connection with overseas shipping, you will be responsible for paying them.

Your package will be shipped via Japan Post EMS. We cannot accept requests for specific delivery companies or delivery dates.

①About product inventory When you add a product to your shopping cart, the product is not in stock.
The item may be out of stock by the time you complete the purchase process.
Please note.

②Retaining your shopping cart Regardless of whether you are logged in or not, you can retain the list of items in your shopping cart for a certain period of time.
*Inventory is not guaranteed.

We recommend that you register as a member before making a purchase at the Moomin Shop, but you can make a "guest purchase" without registering as a member.

If you live outside of Japan, you cannot register as a member and can only purchase as a guest.

[Guest Purchase]
Once you have decided on the items and quantities you wish to purchase, proceed to "Cart" and confirm the items and quantities.
Click "Proceed to Checkout" and enter your contact information (email address) and shipping address, then follow the steps to complete the checkout process.
Once your order is complete, we will automatically send you an order confirmation email, so please check the details of your order.
If you cannot find the email, it is possible that your order was not confirmed due to an error or that the email was not sent correctly to your email address.
If you do not receive an email, please check here .

[Notes when purchasing as a guest]
*You cannot check your order details or order history on the site.
*You can check the order details in the order confirmation email and the delivery completion email.
* Members cannot use campaigns or services that are exclusive to members.

Only those who have registered as members can check information on products they have purchased so far on the "Order History" screen.
To view your purchase history, log in, go to your Account Details page, and select Order History.
You can also check your order details by checking the order confirmation email and delivery completion email.
*If you make a "guest purchase" without registering as a member, you will not be able to check your order details or order history on the site. (You can check the order details in the order confirmation email and delivery completion email.)

① Regarding specifications, designs, prices, etc. Product specifications, designs, prices, country of origin, etc. are subject to change without notice. Please note.
If there is a change in the consumption tax rate, the tax amount portion of the tax-inclusive price will change.

②About stock If an item is out of stock, "SOLD OUT" will be displayed on the product page.
We do not accept orders or reservations for items that are on backorder.
We take every possible measure to manage our inventory, but if due to unforeseen circumstances an item is out of stock after you place an order and delivery is no longer possible, our customer center will contact you.
Please note that we may issue a refund.

③ Regarding the products we handle, some products are arranged by manufacturers (made-to-order products).
A product may not be available due to sudden stock-out at the manufacturer.
If the product is not available, or if shipping is delayed due to inventory status at the manufacturer, we will contact you by email (or phone).

Some products are not available in individual boxes. In that case, we will only be able to wrap it in a buffer.

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.
Please be assured that you do not need to comment to cancel the price when placing your order.

*The enclosed details include the client's (orderer's) name, product name, number of products, company information, etc.
*Products such as books that have prices printed directly on the product, or have marks of opening on the product that are difficult to remove, may be delivered as-is.

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

■"Pre-order items" are items that take longer to deliver than regular items.
The delivery date is listed above the product name.
In addition, the words "Pre-order item" will be written at the end of the product name.
This is not a made-to-order product, so once the stock is sold out, it will be sold out.

■A "back-ordered item" is a product that will be ordered from the manufacturer after you place your order.
Approximate delivery times are listed on each product page.
In addition, the words "on order" are written at the end of the product name.
We may not be able to provide the product due to sudden stock shortages at the manufacturer.

*Credit card payments are confirmed at the time of ordering.

All ordered items will be shipped together once they are all in stock. Items will not be shipped separately.

Because this is an imported product, there may be variations in quality compared to Japanese standard products.
Please note that there may be printing misalignment, black spots, uneven paint, and creases or scratches that occurred during shipping due to manufacturing processes.

[Credit card]
Credit card withdrawals are subject to the terms and conditions of each credit card member.
Payment method is limited to one-time payment only.

(Accepted cards: Visa, Mastercard, American Express, JCB)
*In principle, credit cards issued overseas can be used, but there may be cases where they cannot be used due to the discretion of the card company.
*The card usage date will be the date the product is purchased.
*Please note that if you cancel or return the product after the card's closing date, the amount may be debited from your account and then refunded by the card company on your billing date the following month.
*If paying by credit card, you may need to enter the security code or use 3D Secure if required by your card issuing bank for the transaction to be successfully authorised.
<What is a security code?>
This is the number printed on the signature panel on the back of your credit card (on the front of American Express cards). Please enter the rightmost three (or four) digits.
What is 3D Secure?
3D Secure is an added layer of security for online credit card transactions, adding an authentication step to online payments where the user is redirected to the card issuer's domain and then back to the online store's domain to complete the payment.

[PayPay]
This is a cashless payment service provided by PayPay Corporation. Payments are made with PayPay balance, so you can shop smoothly anytime, anywhere without having to enter credit card information or go through a separate payment procedure. Click here for how to pay with PayPay

[Pay Later (Paidy)]
Pay Later (Paidy) is a lump sum payment service for the following month provided by the payment service company Paidy.
No prior registration or credit card is required.
The following payment methods are available:
・Convenience store payment (Payment fee: up to 390 yen (tax included))
・Account transfer (no fee for payment)
・Bank transfer (payment fees vary depending on the financial institution)
[Payment due date]
・Convenience store payment: the 10th of the following month ・Direct debit: the 12th of the following month ・Bank transfer: the 10th of the following month *If you pay by direct debit, the deduction date is the 12th of the following month.
However, if the payment date falls on a bank holiday, such as the New Year's holiday or a long consecutive holiday, the payment will be made on the next business day.
For more information about Paidy, please visit their official website .

[Cash on delivery] *Deliveries within Japan will be made using the shipping company's cash on delivery service.

Please pay the price when you receive the product.
Cash on delivery fee: 305 yen (shipping fee not included)
*The cash-on-delivery fee is not included in the total amount after your order is confirmed, nor in the automatically sent order confirmation email.
The "payment amount" will be the total amount displayed plus a cash-on-delivery fee of 305 yen.
★When cash on delivery is used and the order is delivered to a person other than the person who placed the order★
Please be sure to get the recipient's consent before placing your order. When placing your order, please be sure to indicate in the comments section that you have "already consented."

[NihaoPay]
You can use online payments via UnionPay, Alipay, and WeChat Pay.

[PAYPAL]
You can make online payments by registering your payment method (credit card, debit card, or bank account) to your PayPal account.

A "purchase invoice" will be included with the product when it is delivered. (Even in the case of overseas shipping, the invoice will be in Japanese.)
*The details will include the name of the person placing the order, the product name, the quantity of the product, and information about our company.
If the name of the sender is different from the name of the recipient, an invoice without the amount listed will be enclosed.

Only Japanese is supported. [Credits]
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 (Paidy)]
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.

Shipping costs within Japan are 800 yen (tax included).
However, if your purchase amount is 5,000 yen or more (tax included), it will be free.
*Shipping fees will be charged for each order (each delivery address).

In order to ensure the safe delivery of your parcels, we do not offer delivery by mail or other methods.
Regardless of product size, all orders will be delivered by courier.

Your package will be shipped via EMS. We cannot accept requests to specify a delivery company or delivery date.

Shipping charges and customs duties will be charged at actual cost. Please check the shipping charges in the table below.

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

For overseas deliveries, we will provide you with the shipping slip number.

Please check the shipping status yourself.

https://www.post.japanpost.jp/int/index.html

Purchased items may be subject to customs duties, import taxes, and customs fees when they are shipped through customs in the country of destination.

In such cases, the recipient will be responsible for the fee, so please pay directly to the delivery company or customs.

Policies regarding taxes and customs fees vary by region, so please contact the customs office of the country where you will be receiving the item for details.

Please note that we cannot accept cancellations, returns, or exchanges for products purchased through overseas mail order services, except in cases of initial product defects.

This service is only available within Japan.
Please pay the price when you receive the product.
Cash on delivery fee: 305 yen (shipping fee not included)
★When cash on delivery is used and the order is delivered to a person other than the person who placed the order★
Please be sure to get the recipient's consent before placing your order. When placing your order, be sure to indicate in the message field that you have "approved."

Moomin Shop will deliver products using the following shipping company.

Sagawa Express Co., Ltd. *You can also check the delivery status of your ordered product through the "Sagawa Express Cargo Tracking Service" using the delivery number you will receive upon completion of shipping.
→Sagawa Express homepage http://www.sagawa-exp.co.jp/

EMS

For deliveries outside of Japan, we will use EMS. https://www.post.japanpost.jp/int/index.html

Your order will be delivered within 2-10 days.
(Excluding reservations and back-order items)
We will ship your order as soon as all items are available.
If you order at the same time as a pre-order or back-ordered item, delivery will be based on the latest item.
As a general rule, it will be shipped on weekdays.
※※Notes※※
The estimated arrival date may differ from the product page display depending on the arrival status.
If the desired delivery date does not come true, the desired delivery date will be invalidated without notice.
Some pre-ordered products and back-ordered products may not be able to be bundled with other products.
If there is a possibility that we will not be able to meet your desired delivery date, we will notify you by email in advance.

We will ship your order within about one week. If your order includes pre-ordered items or back-ordered items, we will ship them all together once they are all ready.
Please check the EMS website for arrival information. https://www.post.japanpost.jp/int/index.html

Please select the desired delivery date and time when placing your order. *We cannot accept orders for overseas deliveries.
Unless otherwise specified, we will ship as soon as possible.
You can choose your delivery time from the options below.
Morning, 12-2pm, 2-4pm, 4-6pm, 6-8pm, 7-9pm If it is difficult to deliver on the specified date due to product arrangements, we will contact you separately.

When your ordered item is shipped from our shipping center, you will receive an email notification that the item has been shipped.
The email will contain the Sagawa Express delivery number, so you can also check the delivery status using Sagawa Express Cargo Tracking Service.
→Sagawa Express homepage http://www.sagawa-exp.co.jp/
→Yamato Transport homepage http://toi.kuronekoyamato.co.jp/cgi-bin/tneko#AA000

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

Please visit the EMS website.
https://www.post.japanpost.jp/int/index.html

The Ministry of Land, Infrastructure, Transport and Tourism has issued a notification to all airlines and carriers that requires the following:

1.In the product name column of the shipping slip, please enter the contents that accurately indicate the contents.
2. Due to strengthened safety inspections, in the case of airmail delivery, the contents will be inspected by X-ray, etc. at the carrier or at the airport.

・Depending on the product, it may be delivered by surface mail, and it may take approximately 1 week to 10 days from shipping to delivery.
・We are unable to provide a specific arrival date.
・Even if you specify a date when placing your order, we may not be able to accept your request.
We will contact you in that case.

The shipping company's luggage storage period is as follows.
Sagawa Express: 7 days starting from the first delivery date Yamato Transport: 1 week including the shipping date *If you do not receive the package even after the storage deadline, the package will be returned to our store.
After receiving the product at our distribution center, we will process the cancellation. After completing the procedure, we will notify you of the cancellation by email.

In the following cases, please contact us for returns or exchanges within 10 days of receiving the product by replying to the inquiry form or shipping information email.
・If the product is defective ・If a different product than the one you ordered is delivered

Except for the above cases, we do not accept exchanges, cancellations, or returns of products.

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

[If you notice a mistake in the "Order Confirmation Email"]
Please email us immediately using the inquiry form and include your order number, name, and details.
*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.

Membership registration is free.
If you register as a member, you will receive irregular member-only services. In addition, we will send you the latest information on Moomin through our e-mail newsletter.
Currently, people residing overseas cannot register as members.

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.

① If you are using the login screen for the first time, please click on "New Member Registration".
②Member registration screen Enter the required information and click "New member registration".
*Please note that the email address and name you enter cannot be changed after registration.
*If you have entered an incorrect email address or name, please contact us using the inquiry form.
③ Membership registration completed You will receive an email confirming that your registration has been completed, so please check it.

If you have forgotten your password, please click on "Forgot your password?" on the "Login" screen and enter your email address on the "Moomin Official Fan Club Password Reset Request" screen.
We will send you an email to reset your password. Click the "Reset Password" button and follow the instructions on the "Reset your account password" screen to reset your password.
*Please enter the same email address as when you registered.
*If you are registering a mobile email address, please check in advance whether it is set up to receive emails from "@shop.moomin.co.jp".
*When making an inquiry, please check that your email settings allow you to receive emails from "@shop.moomin.co.jp".
*If you are unable to receive the password reset email at your registered email address due to an email address change, etc., please register as a new member.
In this case, you will not be able to carry over your previous registration information (such as purchase history).

① About passwords Passwords play an important role in protecting customer information.
If you do not know your password, you will not be able to log in and will not be able to use services that require login.
Also, if your password is known to someone else, it may be misused.
② About creating a password Please use 8 to 16 characters and half-width alphanumeric characters.
- Password alphabets can be case-sensitive.
- If the uppercase and lowercase letters are different, the password will not be authenticated as correct.
・Do not use character strings that are easy to guess by others.
<Example that is easy to guess>
Personal information such as first name, last name, postal code, date of birth, email address, phone number, etc. Simple strings of characters, such as PASSWORD, abcdefgh, 12345678, etc. ③ Regarding password management Do not share the password you create with others, Do not leave notes where others can see them.
If you feel that the password you created is likely to be guessed because it is based on your birthday, etc., please change your password immediately.
Please change your password at regular intervals.

We will deliver the latest information from Moomin shops, bargain information, event information, and other information on Moomin-related facilities and services.
If you would like to start receiving news and offers, please check the box for "Receive news and offers by email" when registering as a new member or when entering your contact information when purchasing a product. After that, a confirmation email will be automatically sent to the email address you entered, so please authenticate it.
If you wish to stop receiving the newsletter, please follow the procedure to unsubscribe from the newsletter. You cannot do this yourself from the "Account Details" page. If you do not have the newsletter, please contact us using the inquiry form .
Currently, the email newsletter is only available in Japanese.

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. Enter shipping address" and enter the coupon code in "Enter coupon" to receive the discount.
Details of the applied discount amount can be confirmed on the "2. Payment/Delivery Method Selection" and "3. Order Confirmation" 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.