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Usage Guide




Purchase Conditions

 

  • The buyer must be able to receive the product in one of the following areas:

 

Areas where shipping is available:

Algeria, Argentina, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Bhutan, Botsuwana, Brazil, Brunei, Bulgaria, Cambodia, Canada, Chile, China, Colombia, Costa Rica, Cote d'Ivoire, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Djibouti, Ecuador, Egypt, El Salvador, Estonia, Ethiopia, Fiji, Finland, France, Gabon, Germany, Ghana, Greece, Greenland, Guam, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Israel, Italy, Jamaica, Jordan, Kenya, Korea, Kuwait, Lao People's Democratic Republic, Latvia, Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, Madagascar, Malaysia, Maldives, Malta, Monaco, Mongolia, Morocco, Myanmar, Netherlands, New Caledonia, New Zealand, Nigeria, Northern Mariana Islands, Norway, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russian Federation, Rwanda, Samoa, Saudi Arabia, Senegal, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, Spain, Sri Lanka, Sudan, Sweden, Switzerland, Syrian Arab Republic, Taiwan, Tanzania, Thailand, Togo, Trinidad and Tobago, Tunisia, Turkey, Uganda, Ukraine, United Arab Emirates, United Kingdom (Great Britain), United States of America, Uraguay, Venezuela, Vietnam, Zimbabwe
 
  • The buyer must purchase with a credit card or PayPal account.

 

Credit cards that may be used:

American Express, Visa, Mastercard, JCB

* Credit card payment is not available for customers residing in Indonesia, Vietnam, Peru, Columbia, and Mexico.  We apologize for any inconvenience.


 

  • The buyer must provide an address written in English.

 

If your address provided is in a language other than English (roman characters with no accents), we will be unable to ship your order.


 


How to Order

 

  •  
    • The Product Details Page

 

Select the product you wish to purchase, and click the ‘Add to Cart’ button, which will send you to the Shopping Cart page.


 

  •  
    • The Shopping Cart Page

 

On the Shopping Cart Page you can confirm the products you are ordering along with their prices. If you wish to change the number of a specific product that you wish to order, simply update the ‘Qty’ area and click the‘Update Shopping Cart’ button. If you wish to proceed to checkout, click the ‘Proceed to Checkout’ button to go to the checkout page. If you wish to continue looking at products, click the ‘Continue Shopping’ button.


 

  •  
    • Checkout Page

 

  •  
    • [Important!] Please only input only roman characters (with no diacritic marks) into the checkout form. If any characters other than roman characters are used we will be unable to ship your order.

 

Registering an Account

Please click the ‘Register’ button in order to sign up for an account. Once the account is created you will be able to continue your checkout. If you already have an account, simply login with your username and password.
* Please note that you have to register in order to purchase from our site.


 

1. After Logging-in

Billing Information Page
Please input the address to which the billing information will be sent. If you wish for the products to be sent to the same address then select ‘Ship to this address’, however if you want the order shipped elsewhere select‘Ship to a different address’. Once you are done, click ‘Continue’.

 

2. Shipping Information Page

If you selected ‘Ship to a different address’ on the Billing Information Page, then you will need to input the address you wish to ship to on this page. Either select the address from the pull-down menu, or select ‘New Address’ and input the address you wish the order to be sent to. Click ‘continue’ when complete.

 

3. Shipping Method Page

Shipping will be charged at 2100JPY - 4100JPY . Please confirm this, and then click ‘Continue’.

 

4. Payment Information Page

You can pay via credit card or Paypal.
* Credit card payment is not avaialbe for customers residing in Indonesia, Vietnam, Peru, Columbia, and Mexico.

[Credit Card]
We accept the following four types of cards:

  • American Express
  • Visa
  • MasterCard
  • JCB

Please select the card type, input the card number, expiration date, and security code and then click‘Continue’.



The security code is last 3 digits of the 7 digit number printed on the back of your credit card in the signature panel.  (For American Express cards, the security code is the 4 digit number located at the upper right of the credit card number on the front of the card.)

*If you have any questions regarding your card's security code, please contact your credit card company directly.

 [Paypal Express Checkout]
Please select Paypal Express Checkout and click  ‘Continue’, after which you will be redirected to Paypal site.
After logging in at the PayPal site, please confirm your order details and click ‘Continue’
If you cannot complete checkout at the PayPal site, your order has not been accepted.  Please try other payment method.

 

5. Order Review Page

Please confirm that everything about your order is correct on this page. Once you are certain, click the ‘Place Order’ button. You will be sent to a screen that will confirm that your order has been received, and a mail will be sent to your registered email address with the title ‘[KOINEKO SHOP] Confirmation of Your Order’.


 


Accessing the Store via Cellphone

 

The KOINEKO SHOP is not compatible with cellphone browsers. If you are able to view the PC website via your cellphone, and are able to use Javascript on the phone then it may work, but using a PC browser is recommended.


 


Using Free Mail Services

 

Certain free mail services such as Gmail and Hotmail may send confirmation email to your spam folder. Please check your spam folder and filter settings if you don’t receive it after ordering.


 


Shipping Information

 

Shipment times will vary depending on which item(s) you ordered. Check the product details of the item for the estimated shipment date. A shipping cost of 2100JPY - 4100JPY will be billed per order for shipping locations. Please note that delivery may be delayed due to unforeseen circumstances. Import taxes and all other fees incurred after shipment are the buyer’s responsibility.

After your order has shipped, you will receive an automated confirmation email containing your tracking number.

 


Currency

 

Note that you will be charged in Japanese Yen for your purchase. The purchase price may differ depending on the current exchange rate, so please confirm the rate with your credit card company or financial institution.



 

FAQ for Overseas Customers

 

Payment Methods

 

- What payment methods are available?
 We accept payment via both credit card and PayPal Express Checkout.


- Which credit cards can I use?
  You can use any Visa, MasterCard, American Express, or JCB card.  We do not accept debit cards, including Visa Debit Cards.


- When will my order be charged?  Why is my order in "pending" status?
  Products will be charged as soon as they are shippable.  Until then, your order will remain in pending status.


- Why is my credit card not working?
  Please check with your credit card company if you experience any problems. The most common issues include an expired card, credit limit, or authorization denial.


- How can I change the payment method for my order?
  After your order has been placed you cannot change the payment method.


- What currency will I be charged in?
  Japanese Yen.


- What is the current exchange rate from my currency to yen?
  We cannot state what the exchange rate will be at the time of purchase. Please confirm this with your credit card company or financial institution.


Delivery

 

- Which carrier will my products be shipped with?
  Though packages are generally shipped via EMS, delivery may be contracted out to UPS or other couriers.
  Customers may not select their courier of choice at this time


- How much will shipping cost?
Please see the shipping rate table.

Country Charge
Bangladesh 2,100 yen
Brunei 2,100 yen
Cambodia 2,100 yen
China 2,100 yen
Hong Kong 2,100 yen
India 2,100 yen
Indonesia 2,100 yen
Korea 2,100 yen
Macau 2,100 yen
Malaysia 2,100 yen
Philippines 2,100 yen
Singapore 2,100 yen
Taiwan 2,100 yen
Thailand 2,100 yen
Vietnam 2,100 yen
Australia 2,900 yen
Bahrain 2,900 yen
Canada 2,900 yen
Costa Rica 2,900 yen
Cuba 2,900 yen
Cyprus 2,900 yen
El Salvador 2,900 yen
Israel 2,900 yen
Jordan 2,900 yen
Kuwait 2,900 yen
Mexico 2,900 yen
New Caledonia 2,900 yen
New Zealand 2,900 yen
Qatar 2,900 yen
Saudi Arabia 2,900 yen
Turkey 2,900 yen
United Arab Emirates 2,900 yen
United States of America 2,900 yen
Austria 3,200 yen
Belarus 3,200 yen
Belgium 3,200 yen
Bulgaria 3,200 yen
Croatia 3,200 yen
Czech Republic 3,200 yen
Denmark 3,200 yen
Estonia 3,200 yen
Finland 3,200 yen
France 3,200 yen
Germany 3,200 yen
Greece 3,200 yen
Hungary 3,200 yen
Iceland 3,200 yen
Ireland 3,200 yen
Italy 3,200 yen
Latvia 3,200 yen
Luxembourg 3,200 yen
Macedonia 3,200 yen
Malta 3,200 yen
Monaco 3,200 yen
Netherlands 3,200 yen
Norway 3,200 yen
Poland 3,200 yen
Portugal 3,200 yen
Russian Federation 3,200 yen
Slovakia 3,200 yen
Slovenia 3,200 yen
Spain 3,200 yen
Sweden 3,200 yen
Switzerland 3,200 yen
Ukraine 3,200 yen
United Kingdom 3,200 yen
Argentina 4,100 yen
Brazil 4,100 yen
Chile 4,100 yen
Colombia 4,100 yen
Ecuador 4,100 yen
Egypt 4,100 yen
Morocco 4,100 yen
Peru 4,100 yen
South Africa 4,100 yen

In principle, for every order there will be one package shipped.  However, if the items in your order have multiple release dates, items may be shipped separately. In this case shipping fees will only be charged for the first shipment, and KOINEKO SHOP will cover all additional shipping costs.



- Can I specify a day for delivery?
  Unfortunately not at present.


- How can I change my delivery address?
  Please log into "My Account" and add the new address to your address book, then contact customer support with the following form.
  Please note that adding the address to your address book alone will not effect your order information.

- When will my order reach me?
- Have my items been sent yet?
   Shipment will depend on which item you ordered. Check the product details of the item(s) your ordered for the estimated shipment date.  Please note that this date may be postponed due to production related issues. The actual date of delivery will also depend on the destination country.
  
  Once your order has been shipped, you will receive an automated confirmation email containing your tracking number.


- Can multiple orders be combined?
 Multiple orders can not be combined. 




- Can you ship with a different courier?
  Customers are unable to select delivery courier at this time. We apologize for any inconvenience caused.


- Can you ship to XXX?
  We service the following countries:

 

Algeria
Argentina
Australia
Austria
Azerbaijan
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Bhutan
Botswana
Brazil
Brunei
Bulgaria
Cambodia
Canada
Chile
China
Colombia
Costa Rica
Cote d'lvoire
Croatia
Cuba
Cyprus
Czech Republic
Denmark
Djibouti
Ecuador
Egypt
El Salvador
Estonia
Ethiopia
Fiji
Finland
France
Gabon
Germany
Ghana
Greece
Greenland
Guam
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iran
Iraq
Ireland
Israel
Italy
Jamaica
Jordan
Kenya
Korea
Kuwait
Lao People's Democratic Republic
Latvia
Liechtenstein
Lithuania
Luxembourg
Macao
Macedonia
Madegascar
Malaysia
Maldives
Malta
Mexico
Monaco
Mongolia
Morocco
Myanmar
Netherlands
New Caledonia
New Zealand
Nigeria
Northern Mariana Islands
Norway
Oman
Pakistan
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Qatar
Romania
Russian Federation
Rwanda
Samoa
Saudi Arabia
Senegal
Sierra Leone
Singapore
Slovakia
Slovenia
Solomon Islands
South Africa
Spain
Sri Lanka
Sudan
Sweden
Switzerland
Syrain Arab Republic
Taiwan
Tanzania
Thailand
Togo
Trinidad and Tobago
Tunisia
Turkey
Uganda
Ukraine
United Arab Emirates
United Kingdom
United States of America
Uraguay
Venezuela
Vietnam
Zimbabwe

 

We will NOT service any country that is not listed above. They will not be selectable during the order process.

- Regarding Overseas Shipment
Please understand that delivery may be delayed depending on the customs clearance procedures for your country.

In addition to the shipping and handling fees charged with your order, import taxes and other fees (such as customs clearance fees) may be imposed.
All taxes and fees incurred after shipment are the customer's responsibility. 
Custom rules and regulations differ per region. Please contact your local customs office directly for more information.

E-Mail

 

- Why have I not received an order confirmation mail?
  Please be sure to check your spam folder if you're using a free email service such as Gmail or Yahoo! Mail.


- Why is my mail completely unreadable?
  All automated notifications are encoded in UTF-8. Please make sure you are able to read messages encoded in UTF-8 .


Other

 

- I have contacted customer support. Why have I still received no reply?
  Customer Support will be available at during the following business hours. (All times are JST).

Customer Support Hours: 10:00 ~ 18:00   Weekdays Only

We reply to all requests in the order that we receive them, so during busy periods replies may be delayed.
Also note that we will only accept support requests in English and Japanese.  We're unlikely to reply to requests received in any other languages.


- Can you change the price of the goods on the invoice you send?
  We will not alter the price of merchandise on any invoice or customs documentation.


- How can I change my profile information?
  You can update your profile information from the 'My Account' section of the site. If you wish to change a delivery address please contact customer support directly.


- Can I change the number of items I ordered?
  After your order has been placed we can no longer edit the number of products or quantities ordered.


- How can I cancel my order?
  We apologize, but we do not accept cancellation requests.


- Can I purchase more than the individual purchase limit?
  Please take note of the maximum number of each product available per customer. If you order more than this maximum purchase limit, your order will be cancelled.


- Will this product be placed on resale at any point in the future?
  There are currently no plans for a resale.


- I seem to be having trouble ordering?
  Please make sure you are using Internet Explorer 11.x, Safari 8.X, or Chrome 39.x. If you still experience problems, try disabling your security programs while you order.


- Regarding Damaged Packaging and Products
  The Koineko Shop is not a shipping service. We will ship your order in sturdy cardboard with adequate insulating material, but cannot guarantee that your order will arrive undamaged. However, EMS shipping does include insurance. Please contact your local carrier directly with all damage related inquiries.