Frequently Asked Questions

I want to change or cancel my order after it has been placed.
If you want to change or cancel your order before it is shipped, please contact us on the next business day after the order date (Monday through Friday, excluding holidays). Please contact us as soon as possible using the CONTACT form form with your name and order ID at the time of purchase. Please note that pre-ordered items cannot be cancelled after the order is placed. If you wish to change your order, please contact us using the CONTACT form form with your name and order ID.
Can I combine multiple orders into one after I have placed my order?
It is not possible to combine multiple orders into one after the order has been confirmed. If you wish to combine multiple orders, you will need to cancel the current order and place a new order. Please contact us using the CONTACT form form with your name and order ID at the time of purchase.
I have not received my order confirmation email.
The source address of the automatic email is info@cielkocka-webshop.jp. Please check all your folders, as it may be sorted into your spam folder. It may take a few minutes to a few hours before you receive the automated email. In addition, if you are using a cell phone email address, there is a possibility that the email sent from our online shop is automatically rejected by the spam filter function. Please set your email address to info@cielkocka-webshop.jp or cielkocka-webshop.jp to your domain. Please contact us using the CONTACT form form with your name at the time of order (and your order ID if it has been confirmed).
Are there any resales of sold-out items?
Please wait for all sales information to be announced on our website, newsletters, and SNS.
The product I received was defective.
If the product is "defective" or "different from what you ordered" upon delivery, you can exchange it within 7 days from the date of delivery. Please make sure to check the condition of the product upon arrival. If the product is defective or the wrong item is found, please contact us using the CONTACT form form with your order name, order ID, and the defective part or correct order details. We will inform you about the replacement of the product. The shipping cost for the replacement of the defective item will be borne by this site. If we do not have the item in stock, we will refund you.
Is it possible to change the payment method?
No, you cannot change the payment method after the order is confirmed. If you really want to change the payment method, you need to cancel the current order and place another order. Please contact us using the CONTACT form form with your name and order ID at the time of purchase.
Is it possible to change the shipping address?
Yes, you can change the shipping address of your order before it is shipped. Please contact us using the CONTACT form form with your name and order ID at the time of purchase.
Is it possible to specify the delivery date?
If you want to specify the delivery date, please write it in the remarks column when you place your order. Please note that pre-order items are made to order and cannot be cancelled.
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