FAQ
Q. Can I cancel my order?
A. We apologize, but as a general rule, we cannot accept cancellations after your order has been confirmed. Depending on the situation, we may be able to accommodate your request, so if you wish to do so, please contact us using CONTACT and include your order number.
Q. Can I return or exchange purchased items?
A. If there is a defect in the delivered product, we will accept a return or exchange. Please send an email to support@jnby.jp with your order number, details of the purchased product, and details of the defective part. I would appreciate it if you could also send me a photo of the defective part.
As a general rule, we cannot accept returns or exchanges for reasons other than defective products or incorrect delivery. If you have any questions, please contact us via CONTACT .
Please also check the SHOPPING GUIDE for more details.
As a general rule, we cannot accept returns or exchanges for reasons other than defective products or incorrect delivery. If you have any questions, please contact us via CONTACT .
Please also check the SHOPPING GUIDE for more details.
Q. Is gift wrapping possible?
A. We currently do not offer wrapping services. We may be able to accommodate some of your requests, such as providing materials, so if you would like to do so, please contact us via CONTACT .
Q. Can I specify the delivery date and time?
A. You can specify. Please select your desired date and time on the cart page.
You cannot specify the delivery date and time on the purchase procedure screen (checkout screen). Please be sure to complete your input on the cart screen first.
Products will be delivered in Sagawa Express. The time slots you can choose from are listed below.
Morning (8:00-12:00)
12:00-14:00
14:00-16:00
16:00-18:00
18:00 - 21:00 Please note that the dates that can be specified may be limited depending on the situation such as Saturdays, Sundays, holidays, business holidays, and the area where you live.
You cannot specify the delivery date and time on the purchase procedure screen (checkout screen). Please be sure to complete your input on the cart screen first.
Products will be delivered in Sagawa Express. The time slots you can choose from are listed below.
Morning (8:00-12:00)
12:00-14:00
14:00-16:00
16:00-18:00
18:00 - 21:00 Please note that the dates that can be specified may be limited depending on the situation such as Saturdays, Sundays, holidays, business holidays, and the area where you live.
Q. Can you ship overseas?
A. We are very sorry, but we don't currently ship our products abroad at this stage.
Q. I don't know how to use points.
A. On the cart screen, enter the number of points you want to use and press the "Use Points" button to have the points reflected. Points cannot be used on the purchase procedure screen (checkout screen). Please be sure to complete your input on the cart screen first.
Q. I don't know how to use coupons.
A. On the purchase procedure screen (checkout screen), enter your coupon code in the ``Coupon Code'' field and press ``Apply'' to have it reflected.
Q. I did not receive an order confirmation email.
A. Order confirmation emails and shipping notification emails will be sent to your login email address. Please check MY PAGE to make sure there are no mistakes in the content.
Additionally, depending on the settings of your email system, emails may be rejected or routed to your spam folder.
We would appreciate it if you could set up reception permission for each of the following domains individually.
・@jnby.jp
・@komoju.com (for payment)
Additionally, depending on the settings of your email system, emails may be rejected or routed to your spam folder.
We would appreciate it if you could set up reception permission for each of the following domains individually.
・@jnby.jp
・@komoju.com (for payment)
Q. Can you issue a receipt?
A. You can issue a receipt from your order history on MY PAGE. Only orders that have been fully paid and shipped will be eligible.
Q. I would like to unsubscribe from the email newsletter.
A. If you wish to unsubscribe from the e-mail newsletter, you can do so by clicking "UNSUBSCRIBE" or "Unsubscribe" at the bottom of the e-mail newsletter you receive.
Q. I would like to change my email address.
A. If you are interested, please contact us from CONTACT .