【よくあるご質問】Regarding emails sent to customers

◆I did not receive an order confirmation email.

Customers who purchase products normally receive an "order confirmation email" and a "shipping notification email." If you do not receive these emails, the following reasons may be considered:

Incorrect email address entered
If you notice an error in your email address after placing an order, please contact us with your "customer name" and "email address."

Judged as spam
Emails from us may be treated as spam by your email software or security software.
In this case, please check your email software's "spam folder" or "junk email folder."
Please also set your email to receive emails from Kuretake Official Online Shop's email address (domain). (kuretake.shop＠kuretake.co.jp)

We have received inquiries from customers using mobile phone carrier email addresses (@docomo.ne.jp, etc.) stating that they are not receiving "order emails" or "shipping emails."
Even if you have not set up your email to receive, your carrier may have set it up for you, so please check.
The setup method differs for each company, so please refer to the following. (Communication charges will be borne by the customer.)

・docomo
・au
・SoftBank

If the above methods do not resolve the issue, please contact us via the inquiry form with "① your name," "② your currently registered email address," and "③ another email address."

If you selected convenience store payment, and you do not receive an email from the payment agency [KOMOJU], please try the following:
・Please check your spam folder, as the email may have been delivered there.
・Please set your domain to receive emails from the email address "no-reply@komoju.com."


If your order has been completed
You can check your order details and status in [My Account Order]. Even if you do not receive an email, if the information is reflected, it will not affect shipping.
If you change your email address after completing your order, order-related emails cannot be sent to the changed email address. Please check [My Account Order] for order details and status.


Contact us here