FAQ Frequently asked questions

FAQ

Frequently asked questions on Marronnier.com.
Please read this section if you have any questions before using the website.

Q
What are the payment options?
A

Credit card payment and bank transfer (prepayment) are available.
*Credit cards that have expired cannot be used.
*Bank transfers will only be dispatched once payment has been confirmed.

Q
When is the date of debit for credit card payments?
A

The date of debit depends on the regulations of each card company.
Contact your credit card company.

Q
How do I change the credit card I use?
A

Customers should contact customer support directly, which operates 24 hours a day, 365 days a year.

Zeus Customer Support Centre

TEL: 0570-02-3939 (03-4334-0500 if not connected)

Contact form for purchasers only
Contact us.
Q
I cannot receive the order e-mail.
A

The following possibilities are possible.
... mistyping of email addresses.
The email was automatically sorted into the spam folder.
The device has been rejected due to some settings or restrictions on the device used.
As a countermeasure, please set up your e-mail address to receive the @marronier.com domain, or provide us with an e-mail address where we can receive it.

Q
I want to check the details of my order.
A

Members can check their purchase history from My Page.
If you cannot check your purchase history, please contact us.

Contact us.
Q
I want to change my order details.
A

Please contact us first, as this will be possible before shipping.
Please note that this cannot be handled after dispatch.

Contact us.
Q
Can invoices be issued?
A

Invoices are issued for corporate orders.
Please contact us first to confirm delivery dates and payment deadlines.

Contact us.
Q
Can a receipt be issued?
A

Receipts can be issued on request.
If you instruct us to do so by entering it in the 'Notes' field when ordering, we will ship it together with the product.
If you need a receipt later, please contact us.
*Please inform us if you have a specific address.

Contact us.
Q
What do you write in the remarks section of the order?
A

This can be used to contact the shipping staff.
Depending on the content, we will respond as far as we can.

 

Example of input: we would like to arrive in the morning on 1 July. Please give me a receipt in XX Ltd.

Q
I entered my email address incorrectly.
A

If you provide us with the correct email address, we will re-notify you of the order email.

Contact us.

 

Q
How much does shipping cost?
A

 

For TA-Q-BIN, the price is a nationwide flat rate of 840 yen.
If you wish to have your parcel sent by post (Nekopos), the price will be 385 yen per parcel nationwide.
[Notice regarding the use of the "Cat Posse" service].
Depending on the product and quantity, Nekopos may not be available even if selected.
In this case, we will contact you by email or telephone.
*If the shipping costs change after the order is accepted, you will be informed of the correct shipping costs by email.

Q
Are there any conditions for free shipping?
A

 

Free shipping on purchases of JPY 3,000 or more.

Q
What delivery company?
A

 

The delivery company is Yamato Transport.
You can choose between TA-Q-BIN or Nekopos as the delivery method.
[Notice regarding the use of the "Cat Posse" service].
Depending on the product and quantity, Nekopos may not be available even if selected.
In this case, we will contact you by email or telephone.

Q
I want to know the status of my delivery.
A

 

When the shipment is ready, you will be notified by a shipment email to your registered email address.
You can check the tracking number of your parcel in your shipment email to find out the delivery status.

Q
Can it be delivered abroad?
A

 

We can only ship within Japan.

Q
I want to change the delivery date and time.
A

 

Please contact us by phone or email and we will be happy to help.
If there is an absentee ballot in the post, please arrange for the customer to receive it.

 

Yamato Transport Service Centre

 

For urgent cases, please contact Yamato Transport directly.

Enquiries from landline phones
Opening hours : 8:00-21:00 (24/7)
TEL: 0120-01-9625
Enquiries from smartphones and mobile phones
［Calls are charged] Opening hours: 8:00-21:00 (24 hours a day, 7 days a week)
TEL: 0570-200-000

Q
When will the goods be delivered?
A

 

Delivery times vary depending on the delivery area.
Please check the table below.

Reference: Delivery times for the delivery area.



 

Weekday dispatch → next day arrival
Aomori, Akita, Iwate, Miyagi, Yamagata, Fukushima, Ibaraki, Tochigi, Gunma, Saitama, Chiba, Kanagawa, Tokyo, Yamanashi, Niigata, Nagano, Toyama, Ishikawa, Fukui, Shizuoka, Aichi, Mie, Gifu, Osaka, Kyoto, Shiga, Nara, Wakayama, Hyogo, Okayama, Hiroshima (Fukuyama City) Tottori, Shimane (Matsue City and Yasugi City), Kagawa, Tokushima, Ehime and Kochi Prefectures.
Weekday dispatch → next day arrival
Hokkaido, Hiroshima, Yamaguchi, Shimane, Fukuoka, Saga, Nagasaki, Kumamoto, Oita, Miyazaki, Kagoshima and Okinawa Prefectures
Izu Islands and Ogasawara Islands
*For some islands, delivery date and time requests may not be met.

 

Q
Can I return, exchange or cancel the product?
A

 

Cancellation, returns or exchanges cannot be made after the goods have been dispatched for the customer's convenience.

Q
I received a defective product or an item different from the one I ordered.
A

 

Please contact us by email or telephone within 7 days of receipt of the goods.
We will exchange it for a good one.
*Please keep the packaging and labels without discarding them and return them to us.

Contact us.

 

Q
What is the environment in which the system is used?
A

 

 

Windows.

 

 

    • Microsoft Edge (latest version)

    • Google Chrome (latest version)

    • Mozilla Firefox (latest version)

      If you are using Microsoft Internet Explorer (IE), please use Microsoft Edge as per Microsoft's policy and recommendations.

 

Mac.

 

 

    • Safari (latest version)

    • Google Chrome (latest version)

    • Mozilla Firefox (latest version)

      *We recommend that you always update your OS and browser version to the latest version.

 

smart phoneTablets.

 

The smartphone website has been verified on the following devices available from mobile carriers in Japan.

 

    • Android smartphones and tablets

    • iPhone, iPad

*Eligible handsets and lines are those released by NTT docomo, SoftBank and au.
*SIM-free devices, MVNOs (low-cost SIMs) and Android-based feature phones are not covered by the recommended environment.

For recommended browsers, see below.

Android　Recommended OS, Android 5.0 or later.

 

    • Browser latest version

    • Chrome Latest version

iOS, iPadOS　Recommended OS, iOS 14/iPadOS 14 or later.

 

    • Safari Latest version

 

 

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If the cart system does not work

 

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Please check that JavaScript is turned on in your browser.