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User Guide
Language:   English
FAQ English

 
Purchase Conditions

  • The delivery address should be located in one of the countries or territories listed below.

EJ ANiME STORE can currently ship orders to any of the following countries or regions:

Argentina, Australia, Austria, Bahrain, Belarus, Belgium, Brazil, Brunei Darussalam, Bulgaria, Cambodia, Canada, Chile, Colombia, Costa Rica,
Croatia, Cuba, Cyprus, Czech Republic, Denmark, Ecuador, Egypt, El Salvador, Estonia, Finland, France, Germany, Greece, Guadeloupe, Guam,
Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jordan, Korea, Kuwait, Latvia, Luxembourg, Macau, Macedonia, Malaysia,
Malta, Martinique, Mexico, Monaco, Morocco, Netherlands, New Caledonia, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Puerto Rico,
Qatar, Reunion, Russian Federation, Samoa, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand,
Turkey, Ukraine, United Arab Emirates, United Kingdom, United States of America, Vietnam
  • Accepted payment methods: credit card or PayPal.

Credit cards that can be used:

American Express, Visa, Mastercard, JCB, Diners Club, Discover

  • The designated delivery address should be written in English.

The ordered product cannot be delivered if the delivery address is indicated in letters other than English letters (Roman letters without accent marks)


 

How to order

  • The Product Details Page

Select the product that you wish to purchase and click the ‘Add to Cart’ button, which will take you to the shopping cart page.

  • The Shopping Cart Page

The ordered product and purchase amount can be confirmed on the shopping cart page. To change the quantity of the ordered products, change the number under "QUANTITY" and click ‘Update’. To proceed to checkout, click ‘CHECKOUT’ which will take you to the checkout page. If you wish to want to check other products before proceeding with your purchase, please click ‘Continue Shopping’.

  • Checkout Page

[Important!] Please enter English letters (Roman Letters without accent marks) in the checkout form.
If letters other than Roman letters are used, the ordered product cannot be delivered.

Member Registration
To register as a member, please click the ‘Register’ button. By completing the membership registration, the ordering process can be continued. Customers who have registered as members should enter their username and password and log in.
*Membership registration is required to make purchases on this site.

1. Delivery information page
To specify a destination other than the registered address on the [Delivery information page], the delivery address will need to be entered on this page. Select from a registered address or select a "country," and enter the delivery address for the order. Once completed, click ‘NEXT’.

2. Delivery method page
A shipping fee of JPY2,700 for Asia, JPY3,500 for North and Central America, Oceania and the Middle East, JPY4,000 for Europe, and JPY5,000 for South America and Africa will be charged per order. Please confirm the delivery method and click ‘NEXT’.

3. Payment Information Page
Credit card or PayPal can be used for payments.

[Credit card]
Any of the below 6 types can be used.
 
  • American Express
  • Visa
  • MasterCard
  • JCB
  • Diners Club
  • Discover

Please select the card type, enter the card number, expiration date and security code, and click ‘NEXT’.

The security code is the last 3 digits of the 7 digit number printed on the back of your credit card in the signature panel. (For American Express cards, the security code is the 4 digit number located at the upper right of the credit card number on the front of the card.)

*If you have questions regarding the card's security code, please contact your credit card company.

[PayPal Express Checkout] 

Please select PayPal Express Checkout and click ‘NEXT’. Afterwards, you will be redirected to the PayPal site.
After logging into the PayPal site, please confirm the order details and click‘Continue’.
If checkout could not be completed in the PayPal site, the order will not be accepted at the EJ ANiME STORE. In that case, please try a different payment method.

4. Order confirmation page
Please confirm that all information concerning the order on this page is correct. After confirming, click the ‘PLACE ORDER’ button. A screen to confirm the receipt of the order will be displayed, and an email with the title "EJ ANiME STORE Confirmation of your order" will be sent to the registered email address.


 

Store access via feature phone

The EJ ANiME STORE may not be compatible with browsers used in feature phones. The PC Website can be displayed on a feature phone and may be functional if JavaScript can be used. It is recommended, however, to use a PC browser instead.


 

Use of free email services

Some free email providers such as Gmail and Hotmail may automatically sort sent emails as junk. Please confirm your junk mail folder if you did not receive a confirmation email after placing your order.


 

Shipping information

The number of days until delivery will differ according to the ordered product. Please confirm the product details page for the product for the scheduled delivery date. Please note that deliveries may be delayed due to unforeseen circumstances. Import taxes and all other fees that arise after shipment will be the responsibility of the buyer.
Orders with EJ ANiME STORE are currently possible for the countries and regions listed below.
*Due to licensing issues as well as other product-specific local laws and regulations, we might be unable to sell certain items to specific countries/regions. We apologize for the inconvenience and appreciate your kind understanding.
 
Countries Serviced Argentina, Australia, Austria, Bahrain,  Belarus, Belgium, Brazil, Brunei Darussalam, Bulgaria, Cambodia, Canada, Chile, Colombia, Costa Rica,
Croatia, Cuba, Cyprus, Czech Republic, Denmark, Ecuador, Egypt, El Salvador, Estonia, Finland, France, Germany, Greece, Guadeloupe, Guam, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jordan, Korea, Kuwait, Latvia, Luxembourg, Macau, Macedonia, Malaysia, Malta, Martinique, Mexico, Monaco, Morocco, Netherlands, New Caledonia, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Reunion, Russian Federation, Samoa, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States of America, Vietnam












 









After the ordered product is shipped, an automatic confirmation email that provides a tracking number will be sent to your registered email address.

Currency

You will be billed in Japanese Yen (JPY). For inquiries about applicable currency rates, please contact your credit card company or relevant financial institution.




 

FAQ for Global Customers

Payment method

What are the available payment methods?
We only accept two types of payment methods: credit card and PayPal Express Checkout.

 
Which credit cards can be used?
American Express, Visa, Mastercard, JCB, Diners Club, Discover can be used. Debit cards such as Visa Debit Card are not accepted.

 
When will the price of the reserved products be billed?
Pre-order products are charged immediately upon checkout. For reserved products, after payment is complete, the status will be "reserved," and arrangements for shipping will be made according to the scheduled release.

 
Why can't I use my credit card?
We are unable to investigate the reason since this matter involves personal information relevant only to yourself and to your credit card provider. As such, we advise that you contact them directly to solve any issues. Common causes include for a credit card to be declined include the following: (a) your card expired and (b) if the contracted credit limit (maximum amount) is exceeded.

 
Can I change payment methods after placing an order?
No changes to the payment methods are accepted after an order is finalized.

 
In what currency will I be billed?
You will be billed in Japanese Yen (JPY).

 
What is the currency exchange rate?
The applicable exchange rate is decided at the discretion of your credit card provider.  Please contact your credit card provider (or relevant financial institution) for more details regarding the exchange rate.

 
Shipping

What shipping options are available?
Customers cannot select their desired delivery method.
Products will normally be shipped by EMS (Japan Post), but deliveries may be entrusted to UPS or other couriers.
Good Smile Logistics & Solutions will be indicated in the space for the sender's name on the EMS label.

 
How much are the shipping fees?
In general, JPY2,700 for Asia, JPY3,500 for North and Central America, Oceania and the Middle East, JPY4,000 for Europe, and JPY5,000 for South America and Africa will be charged as the shipping fee per order.
In general, shipping arrangements will be made by packaging the entire order in one package, even if multiple products are ordered.

 
Can the delivery date be specified?
We are sorry, but we do not offer specific delivery time options.

 
How can the delivery address be changed?
Log in to "My Account," and after adding a new address in the delivery address, please contact customer support with the following form.
https://ejanimestore.com/contact
The new address will not be reflected in the order information by its addition to the delivery address.

 
Has my order been shipped?
Shipping procedures differ depending on the product. Please check the release date for items in your order on each product details page. Please note that the release date may be postponed due to problems that may arise in production. The actual delivery date may also differ depending on the country of destination of the ordered products.
An email that provides the tracking number will be sent as soon as the product is shipped.

 
Can multiple orders be combined?
Orders are processed individually and cannot be combined.

 
Can I selected a shipping method other than EMS?
The delivery method cannot be selected by the customer at this time. We apologize for any inconvenience.

 
Can deliveries be made to XXX?
At the moment we can only ship orders to the following countries and regions:
*Due to licensing issues as well as other product-specific local laws and regulations, we might be unable to sell certain items to specific countries/regions. We apologize for the inconvenience and appreciate your kind understanding.
Countries Serviced Argentina, Australia, Austria, Bahrain,  Belarus, Belgium, Brazil, Brunei Darussalam, Bulgaria, Cambodia, Canada, Chile, Colombia, Costa Rica,
Croatia, Cuba, Cyprus, Czech Republic, Denmark, Ecuador, Egypt, El Salvador, Estonia, Finland, France, Germany, Greece, Guadeloupe, Guam, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jordan, Korea, Kuwait, Latvia, Luxembourg, Macau, Macedonia, Malaysia, Malta, Martinique, Mexico, Monaco, Morocco, Netherlands, New Caledonia, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Reunion, Russian Federation, Samoa, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States of America, Vietnam














 








Countries and regions not listed above cannot be selected when entering the delivery address.
- Overseas delivery
Please understand that deliveries may be delayed due to customs clearance procedures of your country of residence.
KADOKAWA will not be liable for delays outside our control, such as those caused by customs or local authorities.
Depending on where you live, import duties and other fees (such as customs clearance fees) may be imposed in addition to the shipping and handling fees associated with the order. All taxes and fees that arise after shipment are to be borne in their entirety by the customer.
The rules and regulations applicable at the time of customs clearance differ by region. Please contact your local post office or customs office for further information.
 
Email

Why have I not received an order confirmation email?
If a free email service such as Gmail or Yahoo! is used, the email may have been sorted into the junk email folder. Please check the junk email/spam folder.

 
Why is the text of the email garbled?
All automatic email notifications are encoded with UTF-8. If problems arise, please change the encoding settings of your browser.

 
Miscellaneous

I contacted customer support. Why have I not received a response?
We attend to your inquiries according to the order in which they were submitted, so it may take some time to respond. We apologize for any inconvenience that this may cause to you and ask for your kind understanding. The hours of operation for customer support are as follows. (All time zones are JST.)

Customer support hours: Weekdays, 10:00 ~ 18:00 (Japan time, excluding Saturdays, Sundays and holidays.)
Only inquiries in English and Japanese are accepted. We are unable to respond to inquiries in any other languages.

 
Can the product price of an invoice be changed? Can products be gift-wrapped and shipped?
The product prices listed on invoices and customs clearance documents cannot be changed. Gift-wrapping is not available.

 
How can the profile information be changed?
Profile information can be changed from the "My Account" page. To change the delivery address for an order, please contact customer support.

 
Can I request for a change in the number of items in an order?
The number of items ordered cannot be changed after the order is finalized. Please take the time to review the contents of your shopping cart thoroughly before placing an order.

 
How can an order be cancelled?
We do not accept cancellation requests.


Can purchases be made in excess of the individual purchase restrictions?
Please confirm the maximum number that can be purchased by a customer for each product. If an order that exceeds the maximum purchase limit is placed , it may be cancelled without notice.

 
Are there plans for the discontinued products to be sold in the future?
There are currently no plans for re-selling.

 
I cannot place an order.
The use of the newest version of Firefox, IE or Chrome is recommended. If problems arise even after the use of such browsers, please disable the security program at the time of order. If problems continue, please contact us through our inquiry form.

Damaged packaging
We are unable to take any action regarding damages to the packaging since the packaging itself has been designed solely for the purpose of protecting the product.
Use of the EJ ANiME STORE Online Shop Service by minors

If a minor registers as a user, the consent of a legal representative such as a person with parental authority shall be obtained in advance. A person under 16 years old may not register as a user, nor use the services for registered users, regardless of whether or not there is the consent of a legal representative.

In addition, all information of the Service is not warranted to be suitable for minors