Question 1

How do I register as a member?

Accepted Answer

Please proceed to " New Account Registration " and enter the required information.

Question 2

Do I need to open an account to shop?

Accepted Answer

It is not necessary to create an account. You can purchase and check out every time as a guest, but we recommend that you create an account so that you can place orders without entering your personal information every time you shop, and you can view your order details from your account page.

Question 3

I want to cancel my membership. Where can I do this?

Accepted Answer

To cancel your membership, please go to the " Cancellation Procedure " page and proceed to the cancellation application form, enter the necessary information, and submit your cancellation application.

Question 4

I would like to cancel my order.

Accepted Answer

We are sorry, but due to the nature of our shipping system, orders are shipped immediately after they are placed, making it impossible to cancel your order.

Question 5

How can I check the details of my order?

Accepted Answer

There are two ways to check your order: [Method ①] 1.      Click "View order" from the email with the subject "Confirm your order, Order number: #○○○○" that was automatically sent to you when you made your purchase. 2.      Check the shipping information in the order details. [Method 2] 1.      Log in to Omutopia 2.      Go to Top Page > My Account > Order History > and click on the order number that starts with "#". 3.      Check the "Shipping address" at the bottom of the page that displays Order #○○○○.

Question 6

How do I order?

Accepted Answer

Select the products you want and add them to your shopping cart. Once done, you can proceed to your shopping cart and place your order by clicking the "Checkout" button. Please make sure your shipping and payment details are correct before confirming your purchase and payment.

Question 7

I have not received my order email.

Accepted Answer

If you do not receive an e-mail from us after placing an order, it is likely that you have entered an incorrect e-mail address.Please contact us using the inquiry form or e-mail with the following information.・Your name・Your order number starting with “#”.・Your correct e-mail address

Question 8

注文の支払い方法を教えてください。

Accepted Answer

Mastercard、VISA、American Express などの主要なクレジット カードによるお支払いを受け付けています。そのほかはPaypal決済、Paidy払いがご利用いただけます。コンビニ決済をご希望方は、ファミリーマート、ローソン、ミニストップ、デイリーヤマザキよりご利用いただけます。

Question 9

注文がされたかどうかはどうすれば分かりますか？

Accepted Answer

ご注文後、ご注文が受領されたことを確認する当社からの確認メールが届きます。ただし、ご注文の発送は支払いが承認され、請求先住所と配送先住所が確認された場合にのみ行われますのでご了承ください。登録ユーザーの場合は、「マイアカウント」から注文のステータスを確認することができます。

Question 10

I have a coupon code, how do I use it?

Accepted Answer

Please enter the coupon code you have on the checkout screen. If the code is incorrect, it will not be reflected in the input field, so please make sure it is correct.

Question 11

I can't add the item to my shopping cart.

Accepted Answer

You can add products as long as they are available. If the product is low in stock and the product is in someone else's cart, the product status may show as "temporarily unavailable". If you have any problems with the site, please contact us via the contact form .

Question 12

コンビニ決済は対応していますか？

Accepted Answer

コンビニ決済につきましてはファミリーマート、ローソン、ミニストップ、デイリーヤマザキにて対応しております。チェックアウト画面にて「コンビニ決済」を選択の上、お支払いをお願い致します。またPaidy払いでもコンビニ決済が可能となっております。Paidyのアカウントを作成頂いた後、チェックアウト画面の支払いで「あと払い（ペイディ）」をご選択いただき、支払いを確定して頂きますようお願い致します。

Question 13

代金引換には対応していますか？

Accepted Answer

当店は代金引換決済に対応しておりません。当店が対応している決済方法は下記のとおりです。・クレジットカード決済（VISA,Mastercard,アメリカンエキスプレス,JCB等）・PayPal決済（銀行振替,クレジットまたはデビットカード）・ApplePay（クレジットカード）・GooglePay（クレジットカード、スマホ決済等）・Paidy（銀行振替、コンビニ払い）・コンビニ決済（ファミリーマート、ローソン、ミニストップ、デイリーヤマザキ）・銀行振込、ペイジー決済

Question 14

Please tell us about your international shipping service, Buyee.

Accepted Answer

Buyee is a service that will purchase from the store and ship internationally on your behalf.For more information, please see the following page.https://omutopia.com/pages/international-shipping-by-buyee

Question 15

I ordered the wrong size. Can I change it?

Accepted Answer

Unfortunately, we cannot change the size after your order has been placed. This is because the shipping process with the warehouse is coordinated immediately after your order is placed, making it difficult to stop the process once the order has been placed.

Question 16

After placing the order, I received an email stating that my order had been cancelled.

Accepted Answer

If your order is cancelled without notice, it may be a sign of fraudulent activity on your order. Our store has implemented a security system to prevent fraudulent orders. If the system determines that fraudulent use is suspected, we may cancel your order without notice. *Please note that we cannot answer questions about the system's judgment criteria or detailed information. Please see this page for more details.

Question 17

The item I ordered has not arrived.

Accepted Answer

If you have not received your order, it is possible that the shipment has been put on hold due to incorrect input of shipping address information, etc. First, please check the tracking number in the shipping completion email to confirm the delivery status of the product. If you have not received a delivery completion email, your order may be on hold at the warehouse. In that case, please fill in the information below and contact us via the inquiry form .・Order number starting with "#"・The email address you entered when purchasing・Name (full name)・Telephone number ·post code・Address

Question 18

荷物の受け取りをコンビニ受け取りまたは営業所留めにする事はできますか？

Accepted Answer

受け取り場所と日時指定についてはショップ側で設定する機能がないため、設定する事が出来ません。ただし、当ショップの製品の発送について現在は佐川急便にて発送されます（沖縄県のみヤマト運輸で発送）ので、発送通知があった後に、お客様の方でメールに記載の追跡番号を佐川急便のサイトで検索し、受け取り場所と日時の指定が可能になります。佐川急便の受取先の変更はコンビニも指定が可能であると思いますが、100サイズを超過する荷物についてはコンビニ指定ができません。20枚入りおむつ製品の配送サイズは120サイズ以上となっているため、コンビニ指定ができませんのでご注意ください。2枚入については4つまでのご注文であれば100サイズ以内となっておりますのでコンビニ受け取りが可能です。

Question 19

配送時の荷姿について

Accepted Answer

商品をお送りする際は、ご注文数量・商品のサイズ・性質等に応じた配送方法にて発送とさせていただきます。梱包方法は中身が分からないような配慮をさせて頂きます。詳しくは下記のページをご覧ください。https://omutopia.com/pages/%E9%85%8D%E9%80%81%E6%99%82%E3%81%AE%E8%8D%B7%E5%A7%BF%E3%81%AB%E3%81%A4%E3%81%84%E3%81%A6

Question 20

注文後どのくらいで届きますか？また出荷営業日はいつでしょうか？

Accepted Answer

お住まいの地域にもよりますが、おおよそ・当日11:59時までの注文→翌日〜2日でお届け・12時以降の注文→2日〜4日でお届けとなります（土日・祝日除く）。出荷営業日は土・日・祝日を除く平日のみとなっており、当日出荷に対応できるのは平日午前11:59までとなります。金曜の11:59以降のご注文は翌週の平日月曜日に出荷となります。なお、ご注文内容や、倉庫会社や配達業者、天候等の状況により配達日は前後する場合がございます。

Question 21

I ordered an item, but I entered the wrong shipping address. I would like to change the address.

Accepted Answer

Basically, our store has a system where the order is shipped immediately after it is placed, so the delivery address cannot be changed after the order is placed. Therefore, when you receive the shipping notification email, please check the tracking number listed in the email and contact the delivery company to inquire about changing the delivery address. Please note that in the following cases, a system error may occur, your package may not be shipped, and may be held in our warehouse.・The postal code and address do not match. - There are typos or omissions in the city, town, or village name.・The address is entered in Roman letters. If the above three conditions apply to you, it may be possible to change the delivery address even after you have placed your order. Please contact us using the inquiry form , stating your order number beginning with "#", your name, and your telephone number.

Question 22

I was unable to receive my package for a long time and it was returned to me. I would like it to be redelivered.

Accepted Answer

If the customer does not receive the item for a certain period of time due to reasons such as long-term absence, refusal to receive, unknown address, or moving, the shipped item may be automatically returned to the warehouse at the discretion of the delivery company. If you would like to have your item reshipped, please fill in the information below and contact us via the inquiry form or email.・Order number starting with "#"・The email address you entered when purchasing・Name (full name)・Telephone number ·post code・Address Please note that a redelivery fee will be charged for redelivery.

Question 23

配送荷物の追跡番号を教えてください。

Accepted Answer

出荷が完了すると、当店より発送完了メールをお送り致します。発送完了メールに追跡番号が記載されておりますので、そちらをご確認ください。

Question 24

Can I receive the item on a cash-on-delivery basis?

Accepted Answer

Sorry, but we do not accept cash on delivery.

Question 25

Does this store support international shipping?

Accepted Answer

We always strive to improve customer purchasing conveniency, therefore we introduce you the "Buyee ", a platform that connect overseas customers to access our services.When accessing from overseas, the page will display an order cart that is specifically for overseas users. If you connect to "Buyee" using this cart, you will be able to access to multilingual customer support, international payment methods, international shipping to 114 countries and regions, and low-cost shipping plans.Please see the following page for details.International Shipping Support

Question 26

How much does international shipping cost?

Accepted Answer

Our store does not support international shipping. If you wish to ship internationally, please use an international shipping service such as Buyee to obtain a Japanese address. Please check the international shipping fees on the website of the international shipping service you use.

Question 27

送料について

Accepted Answer

当店（当サイト）は日本国内送料無料でお届けいたします（沖縄県・離島を除く）。沖縄県につきましては別途配送料が発生致します。離島については配送不可になります。詳しくは配送ポリシーをご確認ください。https://omutopia.com/policies/shipping-policy

Question 28

ビジネスの相談

Accepted Answer

ビジネスの相談はメールアドレス（contact@pioncedc.com）に下記の項目を入力の上、お送りください。お名前（フルネーム）： ホームページ：SNSアカウント：お問い合わせ内容：

Question 29

I would like to purchase your products in a physical store. Where is your physical store located?

Accepted Answer

Omutopia is an online store only and does not sell in physical stores.

Question 30

I would like a receipt and an invoice.

Accepted Answer

Receipts and invoices can be downloaded from your purchase-specific My Page. You can access your purchase-only My Page from the link in the shipping completion email.

Question 31

レビューの内容を編集したいです。

Accepted Answer

レビューの編集については弊社ショップで使用しているアプリ「Judge.me」にアクセスすると過去に投稿したレビューの内容を編集する事が出来ます。詳しい手順についてはこちらをご覧ください。

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