Q&A
Q.1
- I haven't received my order confirmation email.
The "Order Confirmation Email" is automatically sent upon completion of your order. If you do not receive the email, one of the following reasons may be the cause. Please ensure you check your emails, as important notifications such as order details and product delivery status (shipping completion email) will be sent to you.
(1) The order was not completed successfully.
(2) You are rejecting emails from computers.
Please set your email client to receive emails from the domain "info@loarjapan.sub.jp".
*Once the settings are complete, the email will not be sent automatically, so please contact us.
(3) Your spam filter settings are enabled.
Please check your spam filter settings.
If you have automatic spam filtering set up on your computer, please check your spam folder and mark the email as "Not Spam."
(4) Your mailbox capacity is full.
Please delete unnecessary emails.
(5) You entered an incorrect email address.
If none of the above (1) - (4) apply to you, there is a possibility that you entered an incorrect email address.
Please use the inquiry form to confirm if your order has been completed.
Q.2
- Regarding order cancellations
At our store, if more than 30 minutes have passed since your order, due to our integrated inventory system, we cannot accept cancellations for customer-related reasons. We appreciate your understanding. If it is within 30 minutes, we can assist you, so please contact us via the inquiry form.
Q.3
- Regarding returns and exchanges
We do not accept refunds for customer-related reasons. If there is a product defect, please contact us via the inquiry form within 7 days of product arrival to inform us of the issue. We will not be able to assist you in any case if we do not receive prior notification.
Exchanges will be handled only if the product is within 7 days of arrival and remains unused and unopened. Please note that return shipping costs and re-shipping costs will be borne by the customer.
Q.4
- Regarding product shipping / specified delivery method
We will ship your order via Japan Post Yu-Packet or Yamato Transport Nekopos. We cannot accept requests for specific shipping carriers. Delivery to your mailbox is the standard shipping method.
After confirming your payment, we will ship within 1-3 business days (may vary depending on the delivery area).
Depending on the size regulations, even Yu-Packet eligible items may be shipped via宅配便 (delivery service).
[Notes regarding Yu-Packet / Nekopos delivery]
●Yu-Packet /Nekopos items will be directly delivered to your mailbox.
●We cannot accept delivery date/time specifications or cash on delivery.
●Delivery typically takes 2-6 days. Some areas may take longer.
●If you order several Yu-Packet items, due to size regulations, they may be shipped in multiple packages.
Therefore, please note that delivery dates may differ.
●After shipping is complete, we will send you a tracking number via email, so please check the delivery status.
●As it is handled like regular mail, there will be no redelivery.
●Mail service does not include parcel compensation.
●If the address is incomplete or there is no nameplate, the item will be returned as undeliverable.
It will also be returned if the mailbox is full and cannot be delivered.
●After shipping, we cannot accept any changes to the delivery address, so please make sure to confirm your delivery address when placing your order.
Q.5
- Regarding product defects
While we take utmost care in checking and maintaining products, if by any chance there is a defect with the delivered item, please contact us via the inquiry form, stating your order name and order phone number.
※Please note that we cannot accept any requests after 7 days from the product's arrival for any reason.