FAQ

About Order

I placed an order, but I haven't received an automated reply.
If you do not get an email from us within 5 minutes after order, you may have entered an incorrect email address or not completed your order.
Please contact us via email at sonnyangel_info@sonnyangelstore.com.
I want to add, change or cancel my order.
Please include your order number (or your name, phone number, address, and order details) on our contact us form.

※Please note that we may not be able to accept your request if your order has already been shipped.

I received a wrong or defective product. I need a replacement.
If you recieve a defective product, please inquire using our contact us within 7 days after the product’s arrival. We will check our stock and exchange it with a brand new or similar product.Please understand that after 7 days, we cannot accept any requests for replacement of defective products.
Returning Products
If delivered item(s) was different from your order, or broken or stained, we will accept order returns/replacements.

Please note that under certain circumstances however, products cannot be returned or replaced.

■Sonny Angel minifigure: If package has been opened, it cannot be returned or replaced.

■Other items:You can return or request replacement if you agree to pay the postage and service fees.

<Shipping cost for returned products>
The customer is responsible for the shipping cost if the product was returned according to the customer’s convenience. However, if item exchange occurs due to defective product or incorrect delivery, our company will cover the shipping cost.
Do you offer a gift wrapping service?
We are sorry, but we do not offer gift wrapping. However, we do offer adorable gift bags for sale to make gifting Sonny Angel fun and easy. Gift Wrapping Bags Available. Click here for details of availability

※Bag will be supplied separately with other ordered items.

※Orders requesting Gift Wrapping Bags only will not be accepted.

Payment

I want to change my payment method.
Please fill in your order number, your name and your preferred payment method and send it to us via the contact form.

※Please note that we may not be able to offer your request.

About Credit Cards

The credit card transaction fails.
Please contact your credit card company directly as we do not know the reason for the payment failure.
When will I receive a refund for cancellation after my card payment?
Depending on your credit card company's closing date and billing date.
For more information, please contact your credit card company directly.
What is 3D Secure?
The 3D secure is provided to benefit all participants by providing Issuers the ability to fully authenticate cardholders through the use of a password during Internet purchases, reducing the likelihood of fraudulent usage of Visa, MasterCard and Amex credit cards and improving overall transaction performance.

※ Please follow your financial institution for more detailed information.

When I tried to pay by credit card, Japanese language was displayed and I couldn't pay by credit card.
You can choose your language from the pull-down menu of google translation.

Bank transfer and postal transfer

I've made a transfer to the designated account and I need confirmation that I've made the transfer.
After we confirm your payment, we will send you a "Payment Confirmation Email".
I have made a transfer, but I haven't received the item.
It is possible that the name of the transfer does not match the name of the person making the payment. Please contact us using the contact form, providing your order number, the name of the transfer, the date and time of payment, and the amount of the payment.
We will check again.
I made a mistake in depositing the wrong amount.
Please send us your order number, name, payment date and time, and the amount of your payment via the contact form.

he payment was short:Please re-deposit the difference.
(※ the transfer fee will be shouldered by the customer)

You have overpaid.:We will refund the difference. We will send you an email with instructions on how to get your refund.

Shipping and Delivery

How much is shipping fee?
For domestic shipping fee is 660yen.The delivery is free of charge for customers with a total purchase of 3,000 yen or more. This applies to only deliveries to places within Japan.
When will my order be shipped?
Basically, we will be shipped within 2-5 business days.
※Working days is only weekdays.
※The shipping date will change depending on the product.
Pre-ordered items will be shipped after the release date.
Do you deliver to hotels?
We can also deliver to hotels.
Please place an order at least one week in advance of your stay.
When you place an order, please enter your check-in and check-out dates and reservation name in the note fields of checkout screen.
I haven't received the item that was shipped
Please contact the shipping company directly with the tracking number written in the "Shipping Confirmation Email" .