Frequently Asked Questions

Shipping is a flat rate of 700 yen nationwide (excluding Hokkaido and Okinawa). For Hokkaido and Okinawa, it is 1,000 yen.
Orders over 10,000 yen qualify for free shipping nationwide (including Hokkaido and Okinawa).

After your purchase, we will ship the item within 7 business days of confirming your payment.
As this is an international shipment, please note that even for deliveries within Japan, it may take 7 to 14 days for the item to arrive depending on the shipping situation.

The following payment methods are available:
We accept credit cards, convenience store payments, PayPay, LINE Pay, and Merpay.

You can check your order status using the "tracking link" in your order confirmation email.
The tracking link is included in the "shipping notification email" that we send when your order ships.
Typically, we ship within 7 business days of confirming your payment, and at that time, we will send you the shipping notification email.
If you do not receive the email, please contact us with your order number.

If you wish to return an item or if it is defective, please contact us by email within 8 days of receiving the product.
After confirming the defect with the photo attached to your email, we will arrange for a replacement or refund.
Please note that we cannot accept returns for personal reasons (e.g., size or difference in image).

*Please note that we cannot accept returns for products that meet the following conditions:
●Products exceeding 8 days from product arrival
●Opened products
●Used products
●Sale products
●Made-to-order products
●Products damaged or soiled by the customer
●Returns/exchanges due to customer's convenience (e.g., difference in image, difference in size)
●Cases where the orderer and recipient are different (excluding defective products)

*If you do not receive a reply within 3 business days after sending your email, please contact us again.
Due to spam prevention measures, emails may not be delivered correctly, so please ensure that you can receive emails from the following domain:

[ support@prencella-store.com ]
① Name
② Address
③ Email address for contact
④ Photo of the defective part
⑤ Order number
*Please check our return policy for details.