Frequently asked questions

For products that are "checking stock," this is displayed when we have reached the planned sales quantity and are considering additional sales, or when there is a cancellation due to non-payment and there is a possibility that the remaining quantity will be resold.

Therefore, you cannot purchase an item while it displays "Checking stock."

In addition, the timing of resale is irregular, so we are unable to answer any inquiries.
Please note that if we are unable to secure stock, the display will be changed to "SOLD OUT."

It is possible that you have settings set up to receive emails from designated domains.
Please set it up so that you can receive emails from noreply@mail.shop.mariyatakeuchi.jp.
In addition, the order confirmation email is sent automatically from the system, so if you do not receive it, it may be that your settings do not allow you to receive "emails sent from the system", "emails containing URLs", "automatically sent emails", etc. Please check your reception settings.
If you do not receive an order confirmation email, please check your order details in the "Order History" section of your [My Page].

We apologize for the inconvenience, but please check your email reception settings.

Once an order has been completed, it is not possible to add/change order details, change the payment method, or cancel the order.
Please consider carefully before placing your order.

Please select "Same as shipping address" here.
Even if you select [Use a different billing address] and change your address, we will not send an invoice to the changed address.
Please be aware of this in advance.

This is a payment agency service.
If you wish to pay at a convenience store, please select this option when choosing your payment method.

You cannot change the delivery address yourself after you have completed your order.
Please be sure to contact us by email using the inquiry form with the following information:

・Order number ・Subject: Please write "Request to change delivery address" ・Inquiry details: Please write "Name, postal code, address, and phone number used at time of order" and "Name, postal code, address, and phone number of new address"

We will notify you once the change process is complete.
If you do not receive a reply within three business days (excluding weekends and holidays), please contact us again using a different email address.
Please note that once we begin preparing your order for shipping, we will not be able to accept any changes.
*It is not possible to change the delivery address to a delivery company office, post office, or convenience store.

We accept credit card payments, convenience store payments, Amazon Pay, QR payments (PayPay, Merpay, auPAY), Rakuten Pay, Apple Pay, Google Pay, atone, next month's payment (convenience store/direct debit), and deferred payment (convenience store/bank ATM).

The number required for payment will be displayed on the screen when you complete your order.
You will also receive an automatic email from KOMOJU with the payment number. *This email was sent from "no-reply@komoju.com".
If you did not take a note of your payment number when you completed your order, and you were unable to receive emails from KOMOJU due to domain settings, etc., you will not be able to confirm your payment number. Please place your order again.

If the payment deadline has passed for any reason, we will not be able to accommodate you.
In that case, we will cancel your order and you will need to place it again.

Once the payment is complete, KOMOJU will send you an email to notify you that your payment has been completed.
If you have email reception settings, please disable the "@komoju.com" filter and set it up so that you can receive emails from no-reply@komoju.com.

Payment will be made after your order is placed, so please check the withdrawal date listed on your statement for the month following the month in which you placed your order, or the month after that.
The name will be shown on your card statement as "Mariya SHOP."
Payment can only be made in a lump sum.

Even if your order is cancelled due to payment expiring, the payment status will be displayed as [Pending].
Please click on the order number to see the cancellation date.

Products that do not have a shipping time listed on the product detail page will usually be shipped within about 2 weeks after payment is confirmed if the payment method is convenience store payment (KOMOJU), or after order confirmation if the payment method is other than convenience store payment.

*This is "shipping" and not "arrival", so the actual number of days it takes for delivery will vary depending on your area and transportation conditions.
*We cannot accept requests for specific delivery dates and times, delivery methods, or special packaging for gifts, etc.
*Products will be delivered by Yamato Transport, Sagawa Express, or Japan Post. You cannot specify the delivery company.

Once your order has been shipped, you will receive an order completion email.
The email will include the shipping company and inquiry waybill number, so you can check the shipping status yourself.
You can also check the shipping status in "Order History" under [Member Information].

If you are not at home when the delivery is made, please follow the instructions on the delivery slip left by the delivery company to receive the product.
If you do not receive the item within the storage period, it will be returned to the sender. Please note that you will be responsible for any shipping fees incurred when re-shipping the item.
If you have not received your order within 3 weeks of your order date (or the expected delivery date for pre-order items), please contact us using the inquiry form on our website.

We cannot accept any returns as orders will be shipped based on order number.

We cannot accept requests for specific receipt dates and times or delivery companies.

In the unlikely event that the product is defective, we will exchange it for a good product.
Please note that if the product is sold out at the time of exchange or if it is a limited edition item and cannot be exchanged, we may have to refund your money.

[For mail order purchases]
Please contact "MARIYA TAKEUCHI ONLINE SHOP" within 7 days of receiving the product and let us know your name, order number, and the nature of the defect. We will then provide you with instructions on how to proceed.
Please note that you cannot specify the exchange method.

*For products with a shipping date of "Delivery before the performance date," the product will be delivered close to the performance date, so it may not be possible to exchange the product in time for the performance date. Please note that we may ask you to exchange the product at the performance venue.
*If a product is returned unilaterally without the consent of our store, or if the product is returned in a manner different from that specified by our store, the returned product will be disposed of at our discretion and no refunds will be given.
*If the product is defective due to a transportation accident, please contact the shipping company directly within 7 days of receiving the product.
*We will only be able to exchange the product for a good product of the same type and design. We cannot accept returns or exchanges for products of a different type or design.
*We cannot handle products purchased at other stores. Please contact the store where you purchased the product directly.

Exchanges will not be accepted in the following cases:
- If the request is made by someone other than the purchaser - If more than 7 days have passed since the product arrived (please be sure to check the product upon delivery)
・If the product has been used ・If the product has been processed or repaired by the customer ・If the product has been washed ・If the product has become damaged or soiled by the customer ・If the tag has been removed ・If the product has minor manufacturing defects that are generally considered to be within the range of acceptable quality ・If the product has been unilaterally returned without the consent of our store, or if the product has been returned in a manner different from that specified by our store

If you have forgotten your password, you can check it from the [Login] page.
After accessing the [Login] page, click the [Forgot your password?] button, enter your registered email address, and then click the [Submit] button.
An email titled "【MARIYA TAKEUCHI ONLINE SHOP】Password Reset" will be sent to your registered email address, so please check it.

We aim to respond within five business days (excluding Saturdays, Sundays, holidays, New Year's holidays, and summer holidays).
If you do not receive a reply email even after waiting for that long, please contact us again from a different email address as this may be due to your reception settings.

Furthermore, we will read all emails containing opinions, requests, comments, etc., and use them as a reference for future operations.
Please note that we will not reply to your inquiry.

*Replies to inquiry emails will be sent from "support-shop@mail.shop.mariyatakeuchi.jp".

*Even if you send an inquiry email to the automated email address "noreply@mail.shop.mariyatakeuchi.jp", we will not be able to confirm the content or reply to you as this is a delivery-only address.

*Please contact us well in advance regarding any questions regarding your order.
Please note that we may not be able to respond in time to inquiries made the day before or on the day of the order deadline.

<For Gmail users> If you receive the email via Gmail, it may have been automatically sorted into the spam folder, deleted folder, or other folder.
If you do not receive a reply email in your inbox, please check each folder.

If you have checked the [Frequently Asked Questions] but your question is not resolved, please contact us using the email form.

*If you have already placed an order, please be sure to let us know your order number.
*This is a dedicated inquiry desk for MARIYA TAKEUCHI ONLINE SHOP. Please refrain from making inquiries about products sold at other stores, artists, or anything else related to MARIYA TAKEUCHI ONLINE SHOP.

MARIYA TAKEUCHI ONLINE SHOP
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24-hour reception, but replies will only be sent on business days (weekdays excluding weekends, national holidays, year-end and New Year holidays, and summer holidays)