FAQ

About orders and delivery

I did not receive the order completion email.

The email address you registered may be incorrect, or the email may have been sorted into your spam folder. In particular, it has been reported that emails cannot be delivered from carrier emails such as " docomo.ne.jp " and " ezweb.ne.jp ." Please remove the spam filter from below.

Docomo email reception list settings

au email reception list settings

I would like to cancel my order.

This is possible except for reserved items. However, except for product defects, we cannot accept returns or refunds after the product has been shipped. If you wish to cancel your order, please use the contact form to let us know your order number and the product you wish to cancel.

Inquiry form

When will I receive the product.

Items will be shipped within 5 business days after payment is confirmed or order is confirmed. (Excluding reserved items)
We currently do not ship on Saturdays, Sundays, holidays, Obon holidays, or the year-end and New Year holidays. Please note.

Do you support overseas shipping?

Some areas are available. Please contact us using the inquiry form.

Contact form

When will I receive my pre-order item?

Once the exact delivery date is confirmed, we will inform you on the official website's "News" and various SNS.

News Official Instagram Official I Twitter Official LINE

Can I specify the date and time, or have the package delivered to the office, picked up at a convenience store, or specified as a delivery box?

This cannot be specified when ordering.
We will notify you of the tracking number by email after shipping, so please change it yourself.

Can I specify multiple delivery addresses?

Please contact us in advance using the inquiry form.

Inquiry form

Will there be shipping charges?

Free shipping for products totaling 20,000 yen or more.
If the amount is less than 20,000 yen, a flat shipping fee of 880 yen (tax included) / Hokkaido 1,155 yen (tax included) / Okinawa 2,200 yen (tax included) will be charged.
If additional shipping charges are required for remote islands or some areas, we will inform you via email sent from our store.

If you purchase a regular item and a pre-order item together and the total amount exceeds 20,000 yen, shipping will also be free for separate shipping.
If the amount is less than 20,000 yen, you will be charged shipping for the first delivery, but shipping for split deliveries is free.

Can you do gift wrapping?

We do not accept gift wrapping.

I would like to check if my order has been placed.

You can check it from "Order History" on My Page.

Can I return or exchange the product?

-About returns
We do not accept exchanges or returns for reasons such as the product is different from the image, is unnecessary, or you ordered the wrong product.

-About exchange
We make every effort to ensure the quality of our products, but in the unlikely event that the product is damaged or soiled, or if the product is incorrect, please let us know the details using the inquiry form. We will exchange the product for a non-defective item only if the product is initially defective.

<Conditions>
・Contact must be made within 14 days from the delivery date.
・Must be unused
・Products must be in the same condition as when delivered, including presentation box and instruction manual.

*Initial defect: There is a shortage of contents. In addition, parts that differ from the specifications have been confirmed.

Inquiry form

You will receive a message asking, "Did you forget to buy anything?"

If there are items in your "cart", a message will be sent automatically. If you wish to stop distribution, please delete the contents of your cart.
If you are using multiple browser tabs, you will need to delete it from all of them.

在庫がある商品と予約商品を合わせて購入した場合は、予約商品の納期に合わせてまとめて配送されるのでしょうか？

配送可能な商品から順次お届けいたします。まとめての配送をご希望の場合は問い合わせフォームよりお知らせください。

About payment

クーポンを入力し忘れた場合は、どうしたらよいですか？

クーポンを入力し忘れた場合は、恐れ入りますが、次回以降のご注文の際にご利用ください。クーポン入力忘れによる返金は承りかねますことを何卒ご理解いただけますと幸いです。

ポイントが反映されない

商品のお届けから5日以内にお客様のアカウントへ反映されます。
予約商品をご購入のお客様も同様に、商品お届け後の反映になりますのでご了承くださいませ。

Can I choose the payment method?

You can choose from credit card payment, Amazon Pay, convenience store payment, bank transfer, and deferred payment (Payday).

I want to change my payment method.

Payment method cannot be changed after payment is completed.
If you wish to pay using a different payment method, you will need to cancel your order and place a new order. Please use the contact form to let us know your order number and the item you wish to cancel.

Inquiry form

AmazonpayやShopPayでのポイント利用はできますか？

商品ページから直接のかんたん決済によるポイントの利用は出来ません。

商品ページやカートから直接「Gpay」、「PayPal」、「Amazon Pay」、「今すぐ購入」等のかんたん決済を選択された場合、ポイント割引をご利用いただく事はできません。

Shopifyの通常決済画面上からはご利用が可能です。
通常通りポイント割引を適用した後、Shopifyの決済画面から、かんたん決済以外の決済方法を選択してください。

Points and coupons cannot be used.

Points and coupons cannot be used for some sale items and reserved items.
If you cannot use points for other products, please contact us using the inquiry form.

Inquiry form

I don't know the bank transfer information.

When you make a reservation, we will send you an email with payment instructions. Please check that the email has not been sorted into your "spam" folder.

When is the payment deadline for convenience stores?

7 days from the date you complete your order.
If the deadline has passed, your order will be automatically canceled, so please pay as soon as possible.

Can you issue a receipt?

Is possible. Please contact us using the contact form.

Inquiry form

About membership registration (account)

I want to know the benefits of becoming a member.

There are no joining fees or annual fees.
You will receive 1 point for every 100 yen including tax (excluding shipping). Points can be used at the official online store.
We will deliver sale information as soon as possible and provide advance reservations exclusively for members.
You can check your order status on My Page.

Can I change my registered email address or address?

Address can be changed. Please change your address from "Change address" on My Page.
If you would like to change your email address, please contact us using the contact form.

Inquiry form

Is there an expiration date for points?

Points are valid for one year after you earn them.
Please note that the points you have earned will expire after that.

I can't log in to My Page.

①Have you completed the main registration for your account (password entry)?
Since you have not set a password to register for the e-mail newsletter, you do not have an account. Please register as a new member.
If "This email address is already in use" is displayed on the login screen, provisional registration has been completed. You will receive an email with instructions to register for an account in the first order confirmation email you previously made, so please complete the registration. (Purchase is possible without registering as a member)

②Please check that your email address and password are correct.
If you have forgotten your password, please reset it from "Click here if you have forgotten your password" on the login screen.

③ If you use Amazon Pay, an account will be created using the email address registered with Amazon.
To check your purchase history, you need to operate on that account.

④If you have forgotten your email address, please contact us using the email form and include your name, address, and phone number.

*If you are using your mobile phone's carrier email, please turn off your spam filter and configure your settings so that you can receive emails from info@tokyocrafts.jp.

I want to withdraw from membership.

① Withdrawal from e-mail newsletter
Please contact us using the contact form and specify your email address.

② Membership withdrawal
Please contact us using the contact form and specify your email address, name, address, and phone number.

Inquiry form

About the store

Do you have a physical store?

Currently, we only have an online store, and we do not have a physical store, but we are looking into it positively.
In addition, we regularly exhibit at events in various locations and conduct mobile sales. When the event is held, we will inform you on the official Instagram, official Twitter, etc.

Official Instagram Official I Twitter

After-sales service

Can you repair it? Also, will there be a charge?

- About repairs
・After inspecting the item, we will inform you whether or not it can be repaired. Please note that we may not be able to accommodate your request.
・For repairs other than initial defects, all repair costs including shipping costs at the time of initial physical inspection will be borne by the customer.
・We will inform you of the repair cost and period after confirming the actual item.

*Returns, exchanges, and repairs are limited to items purchased from the official website operated by TOKYO CRAFTS, Amazon, and events sold under our jurisdiction.

Inquiry form

Can I rent it?

There are no rentals.

others

Regarding suggestions for product development ideas, etc.

We do not accept proposals such as ideas for product development to prevent intellectual property problems. We will not respond to your suggestions. If you send us your ideas, we will assume that you have given up the rights to your ideas.

Do you have a product catalog?

There is no product catalog.

Corporate inquiries

Please contact us using the inquiry form.

Inquiry form