FAQ
Shipping
Please tell me the shipping method.
Individual customers: Sagawa Express Corporate customers: Fukuyama Transporting
*You cannot specify the delivery company.
■ Delivery status
Sagawa Express tracking service
Q1.How long will the delivery take?
【shipping】
Expected product shipping date:
Minimum 7 to 14 business days (excluding weekends and holidays)
*After receiving your order, we will embroider the product.
We ship orders in the order they were received, but please note that it may take some time for your order to be shipped depending on the order status.
【arrival】
Expected arrival date:
After shipping, the product will be delivered the next day or the day after.
*Based on delivery times provided by the shipping company.
Hokkaido, Okinawa, remote islands, and other remote areas:
It may take an additional few days to a week.
*Varies depending on weather and traffic conditions *The shipping date is the day we send your package out.
＜If your package does not arrive after shipping＞
--
Check the shipping notification email
(Email address: no-reply@proemb.jp)
↓
Check the tracking number listed below.
Contact the delivery company
--
Delivery status tracking service
Click Post (Japan Post)
Sagawa Express
settlement
How can I pay?
■ Credit card (Shopify Payments)
Visa
Mastercard
American Express
■Amazon Pay
*You can use the information registered in your Amazon account.
■ Smartphone payment (KOMOJU)
・au PAY (scheduled to be supported)
・PayPay (scheduled to be supported)
・LINE Pay (Planned support)
・Merpay (Planned support)
■ Bank transfer (prepayment)
--
Bank name: GMO Aozora Net Bank Branch name: Corporate Sales Department Branch number: 101
Account type: Regular account Account number: 1714155
Account name: Do) Proenbu
--
*ShiiShu belongs to PROEMB LLC.
■Convenience store payment (KOMOJU)
・FamilyMart (scheduled to be available)
・Lawson (scheduled to be available)
・Ministop (Planned support)
・Daily Yamazaki (scheduled to be available)
*Convenience store payment fee: 190 yen *Product delivery: Prepaid convenience store payment
<Convenience store payment procedure>
--
Please check the following address after completing your order:
no-reply@proemb.jp
↓
Check the payment number in the email.
Follow the instructions to pay at a convenience store
--
*If you do not receive an email:
It is possible that you are not receiving the email due to spam settings, etc.
Please check your email permission settings before placing your order.
※Convenience store payment purchase completion notice:
After payment, your order will be sent within a few minutes to 2 hours.
However, this depends on the timing of the data sent from the ATM or other device where you made the deposit, so we cannot guarantee this time lag.
Please consider this as a guideline only.
If the payment deadline for your order has passed:
The payment slip number or payment acceptance number will be invalid.
Please note that any orders placed through our services will also be automatically cancelled.
*Payments over 300,000 yen are not accepted.
If a refund occurs, it will be transferred to your bank account.
■Google Pay
*You can use the information registered in Google Pay.
■PayPal
Credit cards accepted:
Visa
Mastercard
American Express
Discover
Returns and Exchanges
Can I return or exchange the product?
Please note that as a general rule, we do not accept returns or exchanges due to customer convenience.
Returns and exchanges due to initial defects will only be accepted within 7 days of receiving the product.
<Contact Information>
*Please include your name and order number.
・Contact us here
・LINE is here
・Email: contact@proemb.jp
We will cover the shipping costs for replacing defective products.
If you wish to return or exchange an item, please contact us in advance.
Please note that if the product is returned without prior notice, we will not be able to accept the return or exchange.
In addition, our store uses an automated shipping system, and orders are shipped by the system, so as a general rule, orders cannot be canceled or changed after they have been placed.
Please note that we may not be able to respond to your request even if you contact us.
Are there any conditions for returns or exchanges?
Due to the nature of the product and at the request of the manufacturer, we generally do not accept returns or exchanges.
Depending on the content, we may consider accepting a return or exchange.
Examples of cases where returns and exchanges will be refused: - Products with initial defects that have been delivered a certain number of days ago - Products whose appearance, such as color or shape, is different from what was expected - Packing boxes that are damaged, scratched, or dirty (excluding significant damage caused by issues during delivery, etc.)
-Return of unopened products after bulk purchase.
Design Request
Can I create a design that does not include my own photos?
We encourage you to create your own original designs using your own photos and illustration tools.
Please check all customization details before placing your order.
Designs that cannot be embroidered:
We will not embroider designs that infringe on any intellectual property or proprietary rights, contain pornographic material, profane language, threatening material, incitement to harm or harm individuals or groups, or promote violence or hatred.
We reserve all rights.
A customized item is your unique creative expression.
If you make a mistake or change your mind and want a refund, you will need to return the item.
Please note that in this case, a 50% return shipping fee will be charged.
Can I modify the designs in my collection?
The copyright of the collection belongs to each artist, so the designs cannot be modified.
However, with our service you can create a unique design just for you.
Can other people use my designs?
Unless you have licensed your Design to us, others may not use your Design.
However, if you have agreed to the license, we may use and sell the content.
merchandise
What is the case made of?
Mainly made of TPU material.
What kind of leather do you use?
[Artificial leather]
I use it on the back case.
It has a texture that is not inferior to natural leather and the product is also highly durable.
It is also used for school bags and other items.
[Synthetic leather]
I use it in a notebook case.
The fabric has passed the flame retardancy standard for automotive interior materials (JIS-1091) and is ROHS compliant.
The fabric has been treated with AG (silver ion) antibacterial agents.
It is also used in cars, motorcycles, sofas, etc.
*The above leather materials may change depending on sales conditions.
Is there a way to clean the case?
Wipe with a soft cloth.
Wipe gently with a towel or damp washcloth.
We ask that you refrain from scrubbing, washing, or using alcohol or disinfectants.
The buttons on the side of the case are a little stiff.
The case is designed to be durable, so it is a little hard. With use, it will become soft enough to be pressed lightly.
order
Can I change or cancel my order?
As a general rule, we cannot accept cancellations of orders due to customer convenience. Please be aware of this in advance.
Additionally, we cannot accept cancellations of orders after preparations for shipment have begun (after we have sent you an order confirmation email).
In addition, our store uses an automated shipping system, and as such, orders are shipped by the system. As a general rule, orders cannot be cancelled or changed after they have been placed. Please be aware that we may not be able to accommodate your request even if you contact us.
Please note that if you cancel your order after placing it, the amount will be refunded minus a 5% cancellation fee.
If your address is incorrect:
Please contact us using the inquiry form.
Please be sure to include your order number when contacting us.
I haven't received an order confirmation email.
If you do not receive an email from us, please check the following items.
If you have specified a domain, please set it to allow receiving emails from the domains listed below.
address:
no-reply@proemb.jp
If you use a mobile carrier address, the email may not be delivered.
When registering your email address when placing an order, we recommend using an email address from an email service such as Gmail or Yahoo! Mail.
If you are using a spam filter, our email newsletter may end up in your spam folder.
Please set your filter so that you can receive emails from us.
Even if you do not receive the email, you can still check the details of your order from your purchase history in your account.
How will I know if my order has been successfully placed?
When you receive an order confirmation email from the address below, your order is complete.
address:
no-reply@proemb.jp
You can also log in to your account on our Service to check your order history.
Can I place a bulk order?
Please email the details to the address below.
address:
contact@proemb.jp
Our staff will reply to you.