General information and frequently asked questions
How long does it take to deliver orders?Delivery time depends on the selected delivery method.

Mail 1-2 days

DB Schenker 1-5 days

Travel service 1-3 days

Orders are packaged every day, and on weekdays, orders are mailed an average of 24 hours after the order is placed. In December and other urgent times, the delivery time is about 24-60 hours, or 1-3 days.

We are not responsible for any mistakes made by the means of transport.
Can I speed up the delivery of my order somehow?

If the order is very busy, you should reply to the order confirmation, write it in the ready-made URGENT heading and state in the message when the order is needed at the latest. It is then tried to take over the queue.

The product I received has not arrived, I received the wrong product, or the product was broken upon arrival.
Please contact customer service to find out.
What is the right of return for the products?

Products can be returned within 2 weeks of arrival. Please contact customer service before returning and explain the reason for the return.

Product returns are free, except for pre-ordered products or products in the promotion (discounts, Free Shipping Week, Pocky Day, etc.). Read the detailed instructions in the terms of use.

What does a duplicate warranty mean?

Many products are sold on a random basis. In the duplicate warranty, the package is opened and the character you receive is recorded in your customer data. The warranty is automatically valid, ie you do not have to request it separately.

The duplicate warranty only applies to registered customers. There is no guarantee for products ordered without guests, ie without registration.

The warranty does not cover secret or surprise characters.

What is a secret or surprise character?

Many product lines have a secret character whose image in the package is just a surprise sign or a black circle. These characters are much rarer than other characters and getting them is a matter of luck.

Where will the container come next? Can the container come to XYZ?

Inquiries about the container’s tours are made from time to time, and place suggestions can be placed on the container at any time.

Can I pay by card in a container?
Of course.