FAQ about Order

Back to User guide / FAQ

I placed an order on the online shop, but I haven’t received an order completion email.

There are several possible reasons for not receiving the the order completion email.

• Order procedure is not completed
• The registered e-mail address is incorrect
• The emails was mistaken as junk mail and got rejected or sorted to junk mail folder

Please, check your email provider settings and make sure you can receive emails from “@ Sonomono.jp”

It is possible that your order was accepted even if you did not receive an order completion email. To verify, please call the toll-free number below for, or contact us using our contact form on “Inquiries”.

I’m having trouble ordering from the online shop.

If a red balloon appears in the input item, please check the content inside the balloon and correct it.
If it does not solve the problem, check the operative system of your PC or smartphone, or browser version. If the problem persist, contact us using the toll-free number below.

I entered the wrong name and address.

For correcting your order information, please contact us using the toll-free number below.
▼ Customer-only toll-free number
0120-361-160
Reception hours 9:00 to 17:00 (excluding year-end, New Year and holidays)
You can also connect from your mobile phone or PHS.

Can I buy multiple items at the same time?

You can check your shopping cart content by clicking the “Add to Cart” or “Order” button from the product details screen.
If want to add more products, click the “Buy other products” button, choose the desired product and add it to your order by clicking on the “Add to cart” button.

You can also purchase monthly item subscriptions and single items in the same order. The subscription item will be delivered every month and the single item will be delivered just once.

I would like to purchase the product I purchased before.

■ If you previously ordered from our online shop, check your purchase history by clicking on “Order History” in “My Page”. If you want to buy exactly the same good and same quantity, click on the “Easy Order” button to add the item to your shopping cart.
■ If you purchased by phone, call us again. The operator will check your order history and take your order again.

Is it safe to register my personal information in your online shop?

Our online shop supports SSL (Secure Socket Layer), the standard technology for keeping an internet connection secure and safeguarding any sensitive data. All of your personal information is encrypted, preventing criminals from reading and modifying any information transferred. Please, use our store with confidence.

Back to User guide / FAQ