before Inquiry

About Inquiry

Customer Support Closed Period: April 29, 2026 (Wed/Holiday), May 2, 2026 (Sat) ~ May 6, 2026 (Wed/Holiday)
*Inquiry received during the closure period will be answered in order starting Thursday, May 7, 2026.

• As a rule, we will respond to inquiries in order during the five business days. Inquiry received on weekends, holidays, the Golden Week holiday period, year-end/New Year holidays, or our company-designated closed days will be handled in order starting from the next business day.
• Replies from our company are sent to the individual customer who submitted the Inquiry. Please do not share all or part of the reply with others, or post it on social media or other places where an unspecified number of people can view it.
• Support for Inquiry is available only in Japanese.
  Inquiry and Customer Service are provided only in Japanese language.

Initial Defect Exchange Guidelines

If a defect is found in the product you purchased, we apologize for the inconvenience, but please submit the initial defect acceptance form for Inquiry within 7 days after the product arrives.

Points to check before Inquiry

• Please prepare images that clearly show the product defect.
• Plush and Mascot products have quality standards defined. For details, please check this page.
• For dirt or similar issues, please try wiping it off with a damp, tightly wrung cloth. Minor dirt that can be removed by wiping is considered outside the scope of exchange eligibility.
• If it cannot be removed by wiping, please note that intention when Inquiry.
• If there is a shortage or damage to a product part, only the relevant part may be shipped.

Cases where returns or exchanges cannot be accepted

• Returns or exchanges due to customer convenience
• If you contact us after the [within 7 days of product arrival] period has passed
• If the product is returned without prior notice
• If damage or defects occur after the customer has used the product
• Requests for returns or exchanges from anyone other than the purchaser
• If purchased through an auction site or other route outside the official route
• If purchased at a store other than our store
• Items due to manufacturing specifications or individual differences
• Items for which it is difficult to avoid manufacturing-process issues, such as paint flaws, minor scratches, scuffs, or sewing irregularities
• If the outer bag, box, product tag, etc. are folded, scratched, or dirty, but there is no defect in the product itself
• Other cases where a defect is not recognized based on our company rules

Notes regarding exchanges

• If you send the product without contacting us in advance, we will only be able to handle an exchange or refund, etc.
• Good-condition items will be shipped only within Japan. Please understand that we cannot ship to countries outside Japan.
• Even if Inquiry is made within 7 days of purchase or arrival, if a replacement item is unavailable, such as for sold-out products, we may handle the matter with a refund, so please understand in advance.