Q.Do you ship overseas?
A.Melonbooks doesn't ship overseas
directly.
However, you can use external services such as tenso.com to
have products delivered to your country.
Q.Which credit cards do you
accept?
A.We accept
VISA/Master/JCB/AmericanExpress.
Q.When will I be charged?
A.If the product is available
right away, you will be charged in the moment of purchase.
For pre-order items, you will be charged when the item
reaches Melonbooks's warehouse.
About Account login
Q. What can I do when my account
was locked due to several times of failed logins?
A.Your account will be
automatically locked when your password authentication was failed for many
times.
Once the account was locked, customers will be unavailable to reach our online
shopping service,
so please check your password carefully when signing in.
You will be available to try login again after 24 hours of
account lockout.
If customers are in case of hurry, please provide information below and contact
us from the Inquiry form.
・Account name
・Registered address
・Phone number
・Your birthday
・Registered E-mail address
About Purchasing product / Payment
Q.The flow of placing order
A.order confirmation
order confirmation
↓
A confirmation letter titled 「ご注文の確認(メロンブックス/フロマージュブックス)」
will be sent to your registered e-mail address.
↓
If your selected payment method is "convenience store payment":
The payment receipt number will be automatically sent by e-mail.
*If you are purchasing pre-order products,
we will mail you the payment receipt number after
the corresponding product was ready for shippment.
*The payment receipt number will expire in 5 days after
the e-mail was sent.
↓
When your purchased goods are ready to ship,
we will notice customer by e-mail titled
「発送準備開始のお知らせ(メロンブックス/フロマージュブックス)」.
On the other hand, the status on "mypage" will be updated
to "preparing product delivery".
↓
After we have completed the shipment,
a e-mail of completion notice tiled
"「発送完了のお知らせ(メロンブックス/フロマージュブックス)」"
will be sent.
↓
Your purchased products will be delivered from specified shipping company.
Q.How to change my order
information?
A.Sorry.
After the order was completed, products, quantity, delivery method, payment
method, recipient name and phone number cannot be modified.
Also, you can't add extra goods in the same order.
However, you can still change your delivery time and address
from "order history" in mypage,
when the order status was "preparing shippment".
*Once delivery address was set in okinawa,
you cannot change the address to other region,
since shipment to okinawa costs higher airfare.
Q.How to change my delivery address?
A.You can change your delivery address from "order history" in mypage,
before the order status was change to "keep in stock".
If the order status have been updated to "keep in stock",
"preparing shipment"or "finished shipment",
delivery address cannot be changed.
*Once delivery address was set in okinawa,
you cannot change the address to other region,
since shipment to okinawa costs higher airfare.
*Since delivery method cannot be changed,
customers are not able to switch between
home delivery and in-store pickup services.
Q.How to cancel my order?
A.We are sorry but due to our
terms of service
section 18(about order and contract),
we will not be able to accept customers to
cancel their order because of the
customers' personal preferences.
As a general rule, we didn't accept cancellation of
the purchase, whether wholly or partially,
so please confirm your order carefully.
Q.Can I return goods?
A.①Any refund or exchange because
of the
customers' personal preferences
would not be accepted.
*Just in case, if return due to
personal preference soccurred,
we may kindly ask you to refrain from
our online shopping service
A.②If there was our mismanagement
or
defective/damaged products occurred,
we will provide a refund or replacement options.
In this case, please contact us in 5 days
after product arrival.
After you submit a return request,
we'll process the replacement if we are able to provide a
non-defective item.
If the product is not in stock,
we'll process the refund after we receive your item.
*We will take on those transportation charges
for returning goods.
A.③For the defective item of brand
new products,
customers may need to directly contact circle.
A.④For the situation below, we
might not accept
the refund/replacement request:
・the product was already opened
・damage caused by customers
・the damage wasn't obvious that doesn't disturb its normal use or lower its
value
・the product was bought in other website
・was damaged in transportation process while your shipping method is "メール便"
Q.How long does it take to receive
the goods?
A.Usually your purchased item will
arrive in 1~3days, while you are living in Japan.
*If your purchased item is pre-order product, it will be the
day after the release date.
*If the item was needed to place order from other stores, it takes around 3 to
30 days.
However, for some reasons the delivery may delays.
Especially, after large doujin events such as "Comic Market" , it often takes
longer than usual for the delivery.
Even if the arrival delays, neither we or the shipping company will not make any
compensation.
We appreciate your understanding.
Q. Can you please ship the items
which you are ready?
I can't wait for all item to be in stock.
A.Please sign in your customer
page,
and then click the "normal item ordering history" botton in your order history
page.
There was a selection for "spliting your order(ship the available product
first)",
and you can get the products in stock earlier.
*If your payment method was "Cash on delivery", it costs you cash-on-delivery
charge for each of splited order.
*Also, your delivery fee may be added while you split the order.
*When all the item's stock status was already "keep in stock", you cannot split
the order.
Q.How can I confirm my delivery
status?
(For customers choose home delivery)
A.You can get your tracking number
from ""My page"" or in the 「発送完了のお知らせ」e-mail.
Then you can check your delivery status from the corresponding
shipping companies' website.
・Sagawa Express Co., Ltd.
・Japan Post Service
(Sometimes it takes 3~4days to update the status.)
*Your Melonbooks online shopping points earned from the order will be
reflected after the order status updated to "shipment completed".
(The order status will be updated around 3~5days after the goods' arrival.)
Q.Can I group up multiple orders
and pick it up alltogether?
A. If your order was in case of
the situation below,
you won't be able to group up the orders.
・the order of "goods in stock" cannot be consolidated with other orders.*1
・the order of "goods needed to place order from other stores" cannot be
consolidated with other orders.
・You cannot group up the order appart from status in order history page was
"pre-order"
・You cannot group up the order if you didn't recieve the order confirmation
e-mail.*2
・You cannot group up the order if the pre-order group in different periods.
・You cannot group up the order if the order of "in store pick-up"
・You cannot group up the order if the product's release day or price change
occurs, and
Notice:
・After grouping up the orders, you need to set the payment method again.
*Additional handling fee may be charged sepaerately, if customers change the payment method.
・You can group the orders up to 4 days before the release date stated on the product page.
(If the nearest release date in your order was 24 Dec, you can group it up before 23:59 20th Dec.)
・It may takes up to 12 hours to complete the group-up process.
However, if the all of the ordered items was in stock and started preparations
for shipment before the group-up complete,
we'll cancel the group-up request.
・If there was the change of the price or the release date in your grouped items,
you need to cancel the group-up process once and apply again after
confirming of the delivery date/repayment.
・You need to cancel the group-up process once, if you want to add another products in a
grouped up order.
・If you group-up a product delivering by【メール便】,the delivery method will be changed to
parcel delivery service.
Q.Why does the order splits
automatically, while I add multiple goods at the same time?
A.
・When the "reservation group"(release period) of the "pre-order product" is
different.
・If you put a pre-order item, an in-stock item or an "item needed to place order
from other stores" in your shopping cart at the same time.
・When products cannot be shipped together due to size, thickness, etc.
・If one the goods is a special item needed to ship separately.
In the case of orders that split automatically , the order will be displayed
separately.
Please check the confirmation screen carefully before placing your order.
If the order is split, each shipment will incur its own shipping costs.
Free shipping is only applicable if each split order fulfils the conditions for
free shipping.
Q.What do I need to do ehen the
release date of a product changed?
A.If a product release date change
occurs,
we will notify you via the "Notification of product information change" email.
Normally, the products will be shipped after all the ordered products have been
received,
but customers who have ordered the products together with other products can
make shipments of whatever becomes available.
Customers who wish to request sequential shipping need to access the URL
provided
in the 'Notification of Product Information Change' email and follow the
procedure.
*If you wish to have your order shipped sequentially, your order will be split
according to the following conditions.
Please note that shipping and handling charges will be incurred for the number
of
orders that are split.
1.Products whose release date has been changed.
2. Goods already in stock
3.Products not yet in stock.
*Customers who wish to receive combined shipping do not need to follow the
procedure.
*Customers ordering only the relevant products do not need to follow the
procedure.
Q.What happens when a product
price change occurs?
A.If a product price change
occurs, you will be notified via the 'Notification of
product price change' email.
Please check the text of the email and confirm your payment method again.
You can also change your payment method.
*How to change the payment method
My page > Order history > Change payment method

*Please note that your order will be cancelled if you do not make the change by
the
deadline stated in the "Notification of Product Price Change" email.
Q.Can you ship overseas?
A.Sorry, we only ship within
Japan.
Q.What is 'in-stock status'?
A.There are three types of status,
including 'waiting for goods in stock', 'goods
secured' and 'cancelled'.
'Waiting for goods in stock' means the product has not yet arrived at our
company.
A "Product secured" is a product that has already arrived in our warehouse.
"Cancelled" is a product that has been cancelled.
About credit card payment
Q.About credit card payment
A.After placing an order, you
can pay in advance by credit card.
Credit cards we accept are:
VISA
Master
JCB
AmericanExpress
Any type of card can be used as long as it is of one of the above brands.
If an error occurs when placing an order, it is possible that your card cannot
be used.
Please contact your credit card company to find out if your card can be used.
Q.About credit card payment errors
A.If you want to pay by credit
card and the product is a pre-order,
the credit card payment will be settled when the product was in stock,
but if there is a problem with the card, the payment will be unsuccessful.
In this case, you will receive an email with a 'credit card payment error' and
you will be asked to change your credit card details.
*How to change payment method
My page > Order history > Change payment method
Please follow the above procedure to make the change.
Please specify a card that can be used or change to another payment method.
*Please note that your order will be cancelled if you do not make the change by
the
deadline
indicated in the "Credit card payment" email.
*Please contact your credit card company as we are unable to determine the cause
of
payment failure.
Q.About entering credit card
details
A.For credit card payments
If you have previously used a credit card to settle online shopping payment,
please
check the box in the red frame.The card number you used last time will be automatically entered.
If you wish to enter new credit card details, please do not tick the box and
enter
your card details.
About E-books and Download contents
Q.How to order?
Q.I mistakenly bought an e-book
instead of a paper book!
A.We apologize for any
inconvenience caused.However, We do not accept cancellations or returns.Please make sure that you have made the correct product at
the time of purchase.
Q.How can I find e-book titles?
A.You can search for e-books from
the 'e-books' section of the global menu at the
top of the site,
or find item tagged "electronic" in the search results.
Q.What can points earned from
e-book purchases be used for?
A.Points earned from e-book
purchases can be
used on the Mellon Books online shopping (including e-books).
Q.After registering as a member,
my account name was shown "Unsettled".
A.If you are only using our E-book
service, you need to provide your
Email address, password, date of birth, gender and phone number.
The above five items must be entered.
If you do not register your name, your account name will be displayed as 'Mr
Unsettled'.
About coupon
Q.What is a coupon?
A.coupon is a code that allows a
discount of the face value to be applied by
entering it in the 'Coupon input box' on the payment method confirmation screen
during the purchase procedure.
The coupon issued will be a total of 16 digits (4 x 4
digits) and will be notified
as a number.
▼Example of coupon code
1234-1234-1234-1234
When entering the code, please enter 16 digits including "- (hyphen)".
If the code contains alphabetic characters or is not a 16-digit code,
an error will occur even if it is entered in the 'Coupon input field'.
Please input the coupon code carefully.
Notes:
This coupon cannot be used for 'Quick Order (Store Order)'.
The code cannot be re-entered once it has been used, nor can it be cancelled
after
the order has been confirmed.
Coupons cannot be used after an order has been confirmed.
Coupons cannot be redeemed when placing an order, re-selecting a payment method
or
sequential dispatch procedures.
When using a coupon at the time of a 'normal order' or 'sequential dispatch
procedure', it is not possible to select the order for which the coupon is to be
used.
*Discounts that result in a product cost of less than one yen cannot be used. In
addition, shipping and handling charges will apply separately.
Coupons that have expired cannot be used.
If the product to which the coupon has been applied is cancelled, the coupon
will
also expire.
Each coupon issued has a different discount amount (discount rate), maximum
amount
(minimum amount), scope of application and expiry date.
The detailed terms and conditions are stated in the coupon issue notification
email,
so please be sure to check them.
*Coupons are only valid for the eligible account to which they were issued.
*Please note that orders using the coupon are not eligible for 'Collective
booking'.
Please note that orders using coupons are not eligible for "Collective
Reservations". Please note that we cannot accept cancellations or returns for
your
convenience.
About bookmark your favourites
Q.What are Favourite Circles and
Favourite Authors?
A.You can register your Favourite
Circles and Favourite Authors from each product page after logging in to MyPage.
Once you have registered your Favourite Circles and Favourite Authors,
a 'Notification Email' will be automatically sent to your registered email
address at the following times:
When a product arrives in stock.
When products are restocked.
When a product is available for pre-order.
About online shopping points
Q. About online shopping points
A.Up to 10% (rounded down to the
nearest whole number, excluding shipping and handling charges)
of the value of each item (excluding tax), is granted as points.
The points awarded can be used for discounts on purchases as 1point = 1 Japanese
yen,
or in exchange for point-only goods.
You can check your current points on 'My Page'.
Points are valid for one year from the date of the last purchase.
Each time you complete a new order, the expiry date of the entire point balance
is extended for one year from that date.
If you have not purchased any products on the website for one year, all points
accumulated in your account will expire.
The percentage of points awarded will vary depending on the product.
For details on the points awarded, please refer to the 'Points Redemption'
section of each product page.
Q.How can I use the online
shopping points for discounts?
A.If you select 'Use points' on
the checkout page
You can use points to discount a portion of the total value of the product,
excluding shipping and handling charges.However, please note that the maximum
amount of points that can be used is 20% of the total value of the product.
Points can be used on the payment method selection screen after proceeding to
the checkout screen from 'Proceed to checkout'.
The total amount of the product cannot be set to less than 1 Japanese yen in the
"Use points" section.
When using points, the difference between the points used and the total amount
of the product
(excluding shipping and handling charges) (excluding tax) will be the subject of
the point award.
Q.When will the points be awarded?
A.Points are awarded within 3-5
days after the order is received by the customer.
Please note that the timing may change depending on the status of your parcel
and
other factors.
About SMS authentication
Q.About SMS authentication
A.SMS authentication is a
phone-number authentication using short messages.
As part of security enhancements, from 9 September 2021
SMS authentication has been introduced as part of security enhancements.
*Registration using a landline phone number is not available.
Please register mobile phone numbers starting with 090, 080 or 070.
Mobile phone numbers outside Japan cannot be registered.
One phone number for authentication is required per person.
The same phone number cannot be used by more than one person.
Q.When will I need to do SMS
verification?
A.At Melonbooks/Fromagebooks
onlin-shopping page,
to ensure the safety of your order, you may be required to complete a two-step
verification process by 'SMS verification'.
Q.I made a mistake in entering the
SMS verification code and the system locked meup.
A.If you fail to authenticate five
times in a row, you will not be able to log in
for 24 hours.
Please retry the verification procedure again 24 hours later.
Q.I get the message 'This mobile
phone number has already been authorised for
another account'
A.This mobile phone number has
already been verified for another account.
Please check that you have entered the correct number.
If you do not remember that you have been registered a account, please contact
our
customer support
from the contact form, with the relevant phone number.
Q.SMS authentication for overseas
customers using a forwarding agent.
A.SMS authentication is not
possible with the forwarding company's telephone number, nor an overseas phone
number.
For other
inquiries, please refer to the general Q&A.