Q1: How much is shipping?

A1: Shipping is ¥300 for standard items, and ¥650 for orders that include a poster. However, shipping is free for orders over ¥4,500.

Q2: Where can I check my order status after placing an order?

A2: You can check the progress of your order in “My Page” on our website.

Q3: When will my order ship after payment?

A3: For items that are not made-to-order, we ship within 3 business days after payment is confirmed. Once your order has shipped, an email with the tracking number will be sent automatically. Please note that it may take some time for the tracking information to be updated.

*For made-to-order items, we ship approximately 2–3 weeks after your order is placed. If your purchase includes a made-to-order item, we will ship all items together once everything is ready. Even if you order standard items together, we will not ship until the made-to-order item is completed. Thank you for your understanding.

Q4: Where do you ship, and how long does delivery take?

A4: We currently ship within Japan only. For items that are not made-to-order, delivery typically takes about 3 days after shipping. However, delivery may take longer depending on the region (e.g., remote islands), natural disasters, or other factors. Please check the tracking status and wait for delivery.

Q5: Can I return or exchange an item?

A5: At ainokatachi, returns and exchanges are accepted within 7 days of receiving your order only if the item is defective or different from what you ordered. Please contact us within 7 days via email or the chat function on the lower right of the site.

Q7: What happens if there is an issue with my item?

A7: If the item you received is defective or different from what you ordered, we will arrange a return or exchange. Please contact contact@ainokatachi.shop within 7 days of receiving your order. We will cover the return shipping cost.

Q8: Are there cases where returns/exchanges are not accepted?

A8: Returns and exchanges are not accepted in the following cases:

• The item shows signs of use, damage, or staining caused by the customer.
• Any accessories or packaging are missing.
• The item was returned using a method not specified by the Company.
• The item was sold under special conditions (e.g., non-returnable coupons).
• The product page or campaign page states that the order is non-returnable.
  

For details, please refer to our Returns Policy.

Q9: Can I cancel my order?

A9: If your order status is “Order Received” or “Payment Completed,” you can cancel it from [Account] > [Orders] > [Order Details].

Please note that orders with the status “Shipped” cannot be canceled.

Q10: What should I do if I want to change my shipping address?

A10: Please email contact@ainokatachi.shop within 1 business day after placing your order.

Q11: By when do I need to make the payment?

A11: Please complete payment within 3 days after placing your order. If we cannot confirm payment within 3 days, your order will be canceled. Please note that we will ship your order only after payment is confirmed.

Q12: What payment methods are available?

A12: You can use the following payment methods:

• Credit card (Visa, Mastercard, American Express)
• PayPal
• Apple Pay
• Google Pay
• Bank transfer
• Convenience store payment
• Rakuten Pay
• Paidy
• PayPay
• QR Payments

We will continue adding more payment options, so please stay tuned.