Returns & Refunds｜About returns and defective products
Return deadline/conditions
I'm sorry. We cannot accept requests for returns of food products as they are not eligible for the cooling off period. In the unlikely event that the delivered product is different from what you ordered, damaged or defective, please contact us within 3 days of receiving the product and the shipping company (Yamato Transport) will deliver the product and replace it. Please note that we cannot accept returns in the following cases.
1) Products that have been opened once (excluding cases of defective products)
2) If the item is damaged or soiled after being received by the customer.
3) Returns due to customer convenience
return shipping fee
We will be responsible for replacing damaged or defective items, or replacing incorrectly delivered items.
defective product
If you receive a damaged or defective item, please contact us within 3 days of receiving the item and we will send a replacement item to you via the shipping company (Yamato Transport). Please note that we cannot accept returns in the following cases.
1) Products that have been opened once (excluding cases of defective products)
2) If the item is damaged or soiled after being received by the customer.
3) Returns due to customer convenience
FAQ
I haven't received my order email.
When your order is completed, we will automatically send you an order completion email.
If you do not receive an email, please contact us as it is possible that you have registered an incorrect email address or your order has not been completed.
Commodity does not reach
Thank you for your time. We apologize for the inconvenience, but please check the shipping date below for the shipping date of the product.
・The final screen during the order process ・In the "Your order has been accepted" email sent after the order process is completed
Our store will send you a "shipping completion email" after the product has been shipped.
Please note that the estimated shipping date and actual shipping date may differ depending on the delivery company's circumstances.
If more than a few days have passed since the shipping date, or if several days have passed since you received the "shipment completion email",
We apologize for the inconvenience, but please contact ZENBO SEINEI after confirming the order number and product name.
*To confirm the shipping status, we will send you a "product shipping completion email" containing the shipping document number when the product is shipped.
If you have the tracking number, you can check the delivery status on the courier company's website.
Please check the delivery status using Kuroneko Yamato's package inquiry system .