User Guide

User Guide

About shopping

◆About the order process

STEP.1 Add items to cart

Members should log in and once they find their favorite product, 1) Check the color, size, material, and specifications using the photo as a reference. Click the "Add to Cart" button to move to the shopping cart. If you would like gift wrapping (charged), tap ② " Click here if you would like gift wrapping" and add the desired wrapping to your cart.

STEP.2 Check the contents of your cart (specify date and time/use points)

Please check the contents of your shopping cart. Please tap the " Payment" button.

*If you have additional purchases to make, you can continue shopping at the online shop by clicking the ① "Continue Shopping" button.
*If you have a desired delivery date and time, please select from ② .
*If you have any other matters to communicate, please enter them in the ③ communication field.
*When KP ONLINE SHOP members log in and shop, their points will be displayed in ④. Enter the points you wish to use in the blank field and tap the Use Points button to use the points. *Please confirm that the points have been deducted before proceeding to the payment procedure.

STEP.3 Enter customer information and delivery address

① Email address of the orderer (*We will send you order completion and shipping information.) ② Please enter the delivery address information. *When members log in, their registration details are automatically reflected and the process can be completed smoothly. If the delivery address is different from the orderer's address, select "Use a different billing address" and enter the orderer's information.

Once all information has been entered, please press the "Pay Now" button. Your order is now complete.

*Please note that we cannot accept changes or cancellations after the order has been received.

STEP.4 Order completed

After completing your order, we will send an "Order Completion Email" to your registered email address.
The information email contains your order details, so please keep it in a safe place.

◆How to check your order details

«1» Once you place your order, you will receive an automatic confirmation email from KP Online Shop.
«2» Once shipping is complete, you will receive a shipping completion email from our store.
*Customers who have completed membership registration can also check from My Page.

If the domain is not listed above and you do not receive a shipping completion email, there may be the following reasons.

●If a domain has been specified ●If there is an omission or mistake in the address you entered at the time of ordering ●If you change your email address after placing your order Please make sure you are able to receive emails. Masu.

◆In case the product does not arrive

There may be cases where we are unable to contact the customer.

In this case, the following reasons may be considered.
●If there is an error in the address you entered when placing your order or an incorrect address, and we do not receive a reply to your inquiry.
●When paying by card, if for some reason we are unable to process the card and our store does not respond to your inquiries.
●If any other problems occur during delivery. Also, if we are unable to contact the customer regarding the content.
We have confirmed that customers whose delivery is delayed due to the above reasons are not receiving emails, cannot receive phone calls, or are unable to hear from them.
Please make sure that you are able to receive emails.

◆About product shortages and out-of-stock items

The product you ordered may be out of stock or out of stock due to the following reasons.

●If the inventory management at the KP online shop and the physical store is the same for a product, and the same product sells at the same time, the update cannot be done in time.
●If some kind of defect or defect is discovered in the product during the delivery process, and both our store, the physical store, and the manufacturer are out of stock.
If any of the above circumstances occur, we will contact you as soon as possible and may cancel your order.
Thank you for your understanding.

◆Requests and notes from our store

Please read the following as our requests and precautions.

●Customers who purchase for sale purposes (resale, etc.) may be refused their order in accordance with our shop regulations.
●Customers who frequently return items due to customer reasons may be refused orders in accordance with our shop regulations.
●Credit cards cannot be used unless the card is in your name.
●If you are a minor, please obtain the consent of your parent or guardian before applying.
●We apologize for the inconvenience, but we do not accept orders over the phone. Please place your order from our web store.

◆About ordering and pre-ordering products

To be fair to our customers, we do not provide orders, reservations, or notifications regarding arrival of regular sale items.

We will keep you informed of new arrivals and re-arrival products through e-mail newsletters, etc. We recommend signing up for our e-mail magazine, which is full of quick information such as arrival information and project information.

>Click here to register for the e-mail magazine

◆Gift wrapping

Gift wrapping is available.
If you wish, please select the wrapping material and place your order along with the product. For orders with wrapping materials selected, we will respond as follows.
●We will remove the price tag from the purchased item and package it.
●If the orderer's information and the recipient's name and address are different, the delivery note will only include the product details and not the price, and will be mailed to the orderer. In addition, the [requester] information listed on the delivery slip will include the orderer's information.
*Please note that if either the recipient's name or address is the same, the items will not be shipped separately.

Click here for wrapping >>

About shipping and delivery

◆About the delivery company

It will be delivered by Yamato Transport.

Once the shipment is ready, we will email you the Yamato Transport package number.
It usually takes 2-3 days for your package to arrive after you receive the email with your package number.
However, please note that delivery may be delayed due to shipping conditions or natural disasters.

▼Yamato Transport baggage number search

https://toi.kuronekoyamato.co.jp/cgi-bin/tneko

◆About delivery area

Delivery is limited to within Japan, and we cannot specify a PO box as the delivery address.

◆Estimated shipping by payment method

Your order will normally be delivered within 2-5 days (excluding Saturdays, Sundays, and holidays) after receiving your order via Yamato Transport.
*Products such as pre-order items that are shipped differently from regular items will be shipped at the shipping time stated on the page.

The time it takes to ship will vary depending on the payment method.
In descending order of delivery time, the order will be as follows:

■■Notes■■
*Please note that delivery may be delayed if there is a high volume of orders or around holidays.
If there is a rush of orders, such as during sales or after holidays, there may be a delay in delivery. Thank you for your understanding.
We will send you an order confirmation email the next business day after your order.
*Yamato Transport's luggage storage period is one week from the shipping date. Please note that if you exceed the amount and cannot receive it, your order will be cancelled.

For in-store pickup and payment/Credit card/Cash on delivery/Amazon Pay

The estimated payment confirmation date may vary slightly depending on the financial institution's business days and other circumstances. Thank you for your understanding in advance.
*If you deposit more than the payment amount, the transfer fee will be refunded to you at your expense, or it will be offset with your next order.
*For delivery to some areas, a relay fee may be charged in addition to the shipping fee. Applicable customers will be notified by email.
(Please note that even if shipping is free for orders over 10,000 yen excluding tax, relay fees will be added separately.)

◆About specifying delivery date and time

If you are ordering only items that have already arrived, you can specify the arrival date using the details below.

If you would like the item to be shipped as soon as possible, please select [No specified delivery date].
We will contact you via email with the tracking number for your package once it is ready for shipping.
Once your order has been completed, you cannot change the delivery date, so please contact Yamato Transport directly after your order has been shipped.
In the following cases, you may not be able to meet your requested date and time. Thank you for your understanding and understanding before placing your order.
・When shipping after receiving payment in advance, if the timing of the payment is close to the specified date, or if it takes time to confirm the payment. ・Payment is approved using a credit card. - If the delivery address is incorrect - Before or after holidays such as New Year holidays or Golden Week - If there is a delay in the arrival of regular products or if there is a shortage or shortage of products - If there is a delay in delivery due to bad weather or traffic conditions If this occurs *Yamato Transport luggage storage period is one week after shipping. Please note that if you exceed the amount and cannot receive it, your order will be cancelled. From now on, cash on delivery payment will no longer be available for purchases at our store, and payments will be made by bank transfer.

Yamato Transport available time zone

*Depending on the area of ​​delivery, it may not be possible to specify the specified date and time. please note that.

◆Customers who wish to stop at the office

■What is the office stop service?
The office delivery service is a service that allows customers to pick up their parcels at the nearest office at a time that is convenient for them.
■Area affected by earthquakes
In the following areas, packages will be delivered to Yamato Transport offices.
[Fukushima Prefecture] Minamisoma City (Odaka Ward only) in Fukushima Prefecture, Namie Town, Futaba Town, Okuma Town, Tomioka Town, and Naraha Town in Futaba District
■How to use
1: When ordering, please write "Yamato Transport ○○ branch office stop store number ○○" after the delivery address.
*For ○○ store, please write the name of the nearest office.
*For store numbers, you can easily search for the nearest office on the Yamato Transport homepage, so please check it out.
2: We will ship the product at the designated office.
3: Once shipping is complete, we will email you the tracking number for your package.
4: You can check the delivery status online using the inquiry number of the package you received.
If the confirmation screen shows "Store at ○○ office", the product has arrived at the office.
5: Please make a note of the inquiry number for your package and bring your seal and ID (driver's license, health insurance card, etc.) to receive your package.
■When receiving the item
Please note that during busy times, it may take some time to receive your luggage.

◆About product bundling

We are unable to package separate orders in the same package.

Please be careful when ordering.

◆About product packaging

We do not accept simple packaging.

●For customers who purchase the item as a gift, we offer wrapping for a fee. Please check "Gift Wrapping" for more details.
●Shop bag is not included.

>Click here for gift wrapping

About payment methods/shipping/handling fees

◆About payment methods/shipping/handling fees

●Payment methods are available: [Credit card], [Amazon Pay], and [PayPay] .
●Shipping fee is ¥660 (tax included) nationwide *Additional ¥1,100 (tax included) for Okinawa only
●A special shipping benefit is... Free shipping for purchases of ¥10,000 or more excluding tax *Subject to change due to campaigns, etc.

Shipping/handling fee
【credit card】
"Lump sum payment" only.
We use a system called SSL, so customer information is encrypted before it reaches us. Please rest assured.
The following cards can be used.
<Cards handled>
The handling cards are as follows.
All card companies require payment in one lump sum.

Card company payment method
Visa, Mastercard, JCB, American Express, Diners Club, Discover

●The purchase price of the product will be paid by bank transfer from your designated deposit account based on the terms and conditions of each credit card membership.
●We use a system called SSL for card payments. Please rest assured that your card number will be sent encrypted.
●Due to our card payment system, we do not issue credit card receipts.
●Please check the usage details sent by your credit card company.
*Depending on your usage status, you may be asked to change to another payment method.

[Amazon Pay]
You can use Amazon Pay for payment. When proceeding to payment from the cart page, please click on the Amazon Pay banner, log in to your account, and proceed to payment.

◆About issuing receipts

When issuing receipts, we will reissue them.

《Address Name》
If you have any requests, please enter them at the same time.
If you do not specify, we will use the name of the customer who placed the order.

《Receipt date》
On the day you place your order, we will write a proviso with the item cost or the content you requested. If you do not specify, we will charge you for the item.
Please note that we cannot issue receipts without the proviso. We will clearly state that payment is by credit card.

《How to send a receipt》
A receipt will be sent separately from the product. After receiving the product, it will be delivered within a week or so.

[If you wish to issue a receipt after receiving the product]
We cannot issue a receipt after the product arrives. Thank you for your understanding.

About returns, exchanges, and cancellations

◆About returns and exchanges

We will accept orders that are unworn or unused and in the same condition as delivered, and that you contact us within 7 days of receiving the product.

We apologize for the inconvenience, but when you receive the product, please check that the product was not the one you ordered and that there is no damage.

[If we cannot accept returns or exchanges]
・Returns and exchanges due to customer convenience (Please refer to 'Customer convenience' below for reasons for customer convenience.)
・Products that are returned without contacting us ・Products that have been delivered for more than 7 days ・Products that have been used by the customer ・Products that have been soiled or damaged by the customer ・Products that have soiled or damaged the product's box, instruction manual, etc.・Products that have been lost or discarded ・Products that have been soiled by a customer trying them on, etc. ・Products that have a smell such as cigarette smoke ・Products that have been washed, repaired, or cleaned after delivery ・Product tags, etc. (instructions, boxed products, etc.) (boxes, accessories, etc.) are soiled, damaged, lost, or discarded. ・Exchange with another product. ・Products purchased at a place other than our store. ・If proof of order purchased at our store cannot be provided.

*A cooling-off period is not required for mail order sales.
Our online sales are accessed by customers, and before they place an order, they make their own decisions.
As this is a mail order sale where you can understand and confirm the details of your purchase, the cooling-off system does not apply. Please note.

Customer convenience: ●Difference in image ●Difference in size (as ordered) ●Difference in color with monitor (as ordered) ●Incorrect order We apologize for the inconvenience, but please be sure to check carefully before placing your order.

Return ▼Our store convenience ▼Customer convenience
Shipping fee Our store will cover the cost. At our store, we accept returns due to customer convenience.
It is not well received.
Return shipping fee Our store will cover the cost.
commission Our store will cover the cost.
exchange ▼Our store convenience ▼Customer convenience
Return shipping fee Our store will cover the cost. At our store, we accept returns due to customer convenience.
It is not well received.
Shipping fee for re-delivery Our store will cover the cost.

Please be sure to contact us before sending it back.
Please note that under no circumstances will we accept returns or exchanges without contacting us.
Please contact us using the instructions below within 7 days of receiving the product.
*If you would like to make a return via email,
Our store will provide you with instructions on how to return the product. Please follow the instructions to return the item.
Please contact us within 7 days after delivery.
info.kponline@knitplanner.co.jp

◆Procedure for returns and exchanges

Please contact us by email below.
・Name of the orderer ・Order number (number starting with #SP~)
・Please be sure to specify the name of the product you wish to return or exchange in the body of the email.
*Please note that inquiries received after 5:00 pm or on holidays will be responded to on the next business day.

◆About cancellation

Depending on the status of shipping arrangements, it may be possible to cancel your order.
If you are a member, you can check your order details from your order history on My Page.
If you wish to cancel, please contact us via Contact Us.

Click here for inquiries >>

●We cannot accept cancellations after the order is being prepared for shipment.
●Due to system issues, the order itself will be canceled rather than some products.

About membership registration

◆When using for the first time

If you are using the service for the first time, you can enjoy shopping after registering as a member.
Please enter the necessary information on the member registration screen, check the contents on the confirmation screen, and press "Confirm registration" to automatically register as a member.
After registration is completed, registration details will be sent to the registered email address.

>Click here to register as a new member

◆When changing member registration details

Address/Telephone Number If you wish to change your customer information, please contact us using the form below.

>Click here to request changes

◆If you forget your login password

If you have forgotten your password when registering as a member, please reset your password from the login page "Click here to reset your password" .

>Click here for the login page

◆If you wish to withdraw from membership

*If you wish to delete your membership registration, please log in to My Page and apply for withdrawal from the withdrawal request button.

*If you apply for withdrawal, all customer information, My Page, and points you hold will be deleted within 2-3 days. In addition, if you apply for cancellation while there are unpaid or unshipped orders, we will automatically cancel your membership.

◆About points

Members are awarded points that can be used at the KP online shop according to their purchase amount.
1 point will be returned for every 110 yen (tax included) and can be used for future purchases as ``1 point = 1 yen'' .
Points are valid for one year from the date of last purchase.

*Applicable to tax-included amount after discount.
*You must be logged in to place your order, and points will be awarded once the shipment is confirmed.
*In the event of a return or cancellation, we will process the cancellation of the relevant product.

◆About membership card

We issue membership cards at our directly managed stores. (KP Online Shop does not issue membership cards.)

●One stamp will be stamped for every 2,000 yen (excluding tax) purchased.
●When you have 15 items, you can use it as a product price of 1,000 yen (excluding tax), or when you have collected up to 25 items, you can use it as a product price of 2,500 yen (excluding tax). You choose. (The validity period is one year, including the use for product payment.)
●Even if you do not collect up to 25 items within the expiration date after renewal, you can still use the 1,000 yen (excluding tax) as the product price. However, please note that stamps may not be carried forward.
●If it is a bargain product, please do not stamp it or use it as payment for the product.
●If your card is lost, we will not reissue it.
●This card can be used at directly managed shops nationwide. Some shops may not carry this product, so please ask the sales staff.

About inquiries

◆About business hours and contact information

[Business days] Weekdays Monday to Friday 10:00 to 17:00
[Closed days] Saturdays/Sundays/Holidays/New Year holidays/GW

Orders received from Friday to Sunday will be processed on the following Monday, resulting in a slight delay in shipping.
Please also note that any inquiries received via email will not be answered until the following Monday.

[Contact information]
Shiba Park Building B Building 6F, 2-4-1 Shiba Koen, Minato-ku, Tokyo 105-0011
Email: info.kponline@knitplanner.co.jp

*Due to changes to our support system due to measures to prevent the spread of coronavirus, etc. , we will be changing to only email inquiries from April 22, 2022 (Friday). For inquiries, please use the "Inquiry Form" below.

Click here for the inquiry form >>

●For inquiries, please contact us on weekdays from Monday to Friday from 11:00 AM to 17:00 PM.
●Orders placed outside of business hours, delivery arrangements, deliveries, and inquiries will be handled on the next business day. please note that.
●If we are overwhelmed with inquiries, such as after a long holiday, it may take some time for us to respond. please note that.

◆About emails from our company

Please change your domain specification and spam email settings.

The emails sent when shopping include an "order completion email" and a "product shipping notification email" that are automatically sent after placing your order.
We have received many messages saying that they did not receive emails. Please check your settings so that you can receive emails from info.kponline@knitplanner.co.jp.

If you do not receive a reply email from us, please note that there is an address error (the email address was incorrect).
There is a possibility that the item could not be sent due to some kind of system error.
We apologize for the inconvenience, but if you have not received a reply from us within two business days, we apologize for the inconvenience, but please try sending the message again, or if you are in a hurry, please contact us by phone. Please confirm.

Please note that if you use email addresses such as YAHOO, hotmail (MSN Japan), so-net, DION, ybb, etc., your email will automatically be judged as SPAN, and in many cases will be sorted into the trash. Please check once.
(In this case, our store will say that the transmission was completed successfully, and we cannot confirm this.)

[Common errors]
●The email address is different.
●The customer's mailbox is full and the email cannot be sent.●Especially in the case of mobile Docomo, the settings are such that it does not accept emails from PCs.
●We are able to send the email normally, but after receiving it, it is treated as spam email.

[For those using Yahoo Mail]
We have seen many cases in other stores where free e-mail services such as Yahoo Mail block confirmation e-mails and responses to inquiries as a measure against spam.
We cannot be held responsible for any troubles caused by undelivered emails, so please be sure to set this up.

◆For other inquiries

If you have any questions or concerns, please contact us through the "Contact Us" page.
Please note that inquiries made on regular holidays will be responded to sequentially from the next business day.

>Click here for inquiries

About frequently asked questions

◆About frequently asked questions

We have compiled a list of frequently asked questions and answers from our customers.
If you have any questions that are not listed here, please feel free to contact us using the contact form.

About KP online shop orders

Q. I have not received the order confirmation email.

A.The following are possible causes.
[1] There is a possibility that the reception settings are not set.
→Please check your domain settings.
[2] Your email tool may determine that the email is spam.
→Please check your spam folder.
[3] Depending on server conditions, there may be a delay in email delivery.
→Please check again in a few hours.
Other examples are also listed in "About emails from our company" regarding the usage guide and inquiries. Please check them as well.

Q.I would like to cancel or change the product I ordered.

A.It may be possible to cancel the order depending on the shipping arrangements.
We cannot accept changes to the product.

For more information, please check the User Guide and ``Returns, Exchanges, and Cancellations'' regarding returns, exchanges, and cancellations.

Q.Can I reserve the product?

A.I'm sorry. We do not accept reservations for items.

About delivery/delivery/shipping fees

Q.How much is the shipping fee?

A.The fee is ¥660 (tax included) nationwide. *Additional 1,100 yen (tax included) only for Okinawa. Also, free shipping is available for purchases over ¥11,000 (tax included).

Q.Can I specify a delivery company?

A.I'm sorry. Delivery will be made by Yamato Transport only.

Q. Can I send one order to two or more destinations?

A.I'm sorry. Each order can be delivered to one location. Please order separately.

About payment

Q.What payment methods do you accept?

A. You can choose between [Credit Card] and [Amazon Pay].
For detailed information on each payment method, please refer to the User Guide and ``About Payment Methods'' regarding payment methods, shipping, and handling charges.

Q.Can I change the payment method after the order is confirmed?

A.We cannot accept any changes to the payment method after payment has been completed. Please check before ordering.

About membership registration

Q.What are the benefits?

A. You will receive special deals only for members and points that can be used at the KP online shop.In addition, you will no longer need to register your information the next time you make a purchase, making your shopping experience much smoother.

Q.Can I change my address, phone number, and email address?

A. Please check the User Guide "About Membership Registration".

Q.I forgot my password.

A. Please go to "Change Password" on the login page to reissue your password.

Q.Is there a cost to register as a member?

A. Membership registration fee is free.

Q.I would like to stop receiving the email newsletter.

Q.I would like to cancel my membership.

A. Please log in to My Page and apply for withdrawal from the withdrawal request button.

About points

Q.What are points?

A.We award points to our member customers, which can be used at the KP online shop according to the amount of your purchase.
1 point will be returned for every 110 yen (tax included) and can be used for future purchases as "1 point = 1 yen".
For more information, please check the User Guide and ``About Points'' regarding membership registration.

Q. How can I use my points?

A. When you log in and proceed to the order screen, your points will be displayed. Please enter the points you wish to use and use them.

Q.What is the expiry date of points?

A. Points are valid for one year from the last purchase date.

About gift wrapping

Q.Where can I order gift wrapping?

A.You can check from the bottom of each product page. Once you have decided on gift wrapping, please add it to your cart and place your order.

Q.In the case of gift delivery, how will the invoice to the recipient be written?

A.The person placing the order will be listed as the client.

Q.Can I purchase gift wrapping/BOX only?

A.We do not accept orders for gift wrapping or BOX only.

Q.Can I wear Noshi?

A. We are sorry, but noshi and name tags are not available for customers who have made their payment through the KP online shop.
For more information, please check the User Guide, "About Payment" for information on payment methods, shipping, and handling fees.

Q.Can you gift wrap any products?

A. We are sorry, but we may not be able to wrap some products (gift wrapping such as umbrellas, large bags, etc., or products that cannot fit in a box). If you are unsure, please contact us via the contact page.

About returns, exchanges, and cancellations

Q.I would like to return, exchange, or cancel the product I received.

A.Please be sure to check the product when it arrives.
We take every possible measure to ensure the quality of our products, but in the unlikely event that the product is damaged, soiled, or different from the one you ordered, we will return the product to you in the same condition it was delivered, unworn or unused. We will accept orders received within 7 days. Please contact us via "Contact Us".
For more information, please check the User Guide "About Returns, Exchanges, and Cancellations."

others

Q. Do you sell by mail order other than KP online shop?

A.Currently , we are operating KP Rakuten Market store and ZOZOTOWN store.

[KP Rakuten Market Store]
http://www.rakuten.ne.jp/gold/knitplanner/

[ZOZOTOWN store]
http://zozo.jp/shop/kp/

Q. Please tell me more about the membership card.

A.Currently , we are issuing membership cards at directly managed stores (KP online shop does not issue membership cards.)

●One stamp will be stamped for every 2,000 yen (excluding tax) purchased.
●When you have 15 items, you can use it as a product price of 1,000 yen (excluding tax), or when you have collected up to 25 items, you can use it as a product price of 2,500 yen (excluding tax). You choose. (The validity period is one year, including the use for product payment.)
●Even if you do not collect up to 25 items within the expiration date after renewal, you can still use the 1,000 yen (excluding tax) as the product price. However, please note that stamps may not be carried forward.
●If it is a bargain product, please do not stamp it or use it as payment for the product.
●If your card is lost, we will not reissue it.
●This card can be used at directly managed shops nationwide. Some shops may not carry this product, so please ask the sales staff.

About the product

◆About changes in sales price

Sales prices are subject to change without notice.

Even if the price of the same product changes after your order is confirmed, the product will be offered at the selling price at the time of your order.
Please note that we are unable to make price changes to orders that have already been confirmed.
Please note that we cannot accept cancellations, returns, or refunds of orders due to price changes.

◆About reserved products

Pre-ordered items will take some time to be shipped.
Please check the expected delivery time, which is stated on the product page.
As soon as the products arrive, we will ship them in the order in which they were ordered.

【Notes】
●There may be a delay in shipping the product.
●We strive to make the colors as close as possible to the actual colors, but due to differences in your environment (monitor, browser, etc.), the appearance of the colors may differ slightly from the actual colors.
In addition, specifications, processing, size, etc. may differ slightly from the actual product. Please note.
●If you order a pre-ordered item and a regular item in the same cart, they will be shipped together with the pre-ordered item. We do not accept orders (single order number) for separate shipping of pre-order items and regular items. If you would like to have the items shipped separately, please place separate orders for pre-order and regular items.
●Please note that we cannot accept changes to the contents of your order after it has been confirmed.
●If paying by credit card, the bill will be processed one week before shipping.

◆Size guide

This is a guideline for age and wearing size.

*Depending on the growth of your child, the schedule may differ from the table above. Please use this as a guide for your shopping.

◆How to measure size

Click here for how to measure size >>