Once an order has been placed, we are unable to change its contents due to system limitations.
If there is an error in your order, please contact us via the inquiry form, providing your order number starting with "5000" and a detailed explanation of the reason.
Regarding your order
I'd like to change the contents of my order.
When placing my order, I made a mistake in the shipping address.
You can change your shipping address within 30 minutes of placing your order.
Please go to your order status page from the thank you page displayed after your order is completed, or from the link in your order confirmation email, and edit your order details.
Please note that after 30 minutes, changes cannot be made.
*For shipping address changes after 30 minutes but before shipment, please contact us via the inquiry form.
Could I get a receipt?
For orders paid by credit card, we will send you an email with a link to download your receipt after the product has been shipped.
Receipts are issued in PDF format, so please save and view them using a PDF reader. For cash on delivery orders, the copy of the COD slip issued by the shipping company's driver at the time of payment serves as the receipt, so we do not issue receipts ourselves.
The item I plan to purchase is out of stock.
If you enter your email address in the restock notification email signup form located above the cart button on the out-of-stock product page, we will send you an email notification when the product is back in stock.
Do you offer gift wrapping?
This is a paid service. Please select the gift option (paid) in your shopping cart. For details on the service, please see here.
Can I send a package overseas?
We apologize, but shipping is only available within Japan.
I have not received an email from the Favorite Store after my purchase.
Our store sends an automatic order confirmation email upon completion of your order.
If you do not receive this email, it may be due to settings on your free email service if you are using one, or an incorrect email address. Other possible reasons for not receiving the email include:
- The email being mistaken for spam and not appearing in your inbox.
- Your inbox storage being full.
- Email forwarding being set up on your mobile phone or other device.
- If using a mobile email address, please configure your phone to receive emails from "@f-favorite.net".
Please check your email settings, such as your spam folder or by deleting unnecessary emails and those in your trash, and then contact us.
We will resend the order confirmation email.
Also, if you enter your email address incorrectly, it will be registered as such and emails will be sent to the wrong address. Please understand that we cannot verify the accuracy of your email address.
If none of the above apply and you still haven't received it, please contact us via the inquiry form.
The delivery note was not included with the product.
To reduce paper waste and protect customer privacy, we no longer include packing slips with any orders.
If you require a packing slip, you can issue one by clicking the "Print Packing Slip" button in the shipping confirmation email sent when your order is dispatched.
I want to use points/coupons on a completed order. The discount wasn't applied.
We are unable to apply points or coupons after an order has been confirmed. If you wish to use them, please contact us to cancel your order, then reorder using the points and/or coupons.
When I canceled an order that used a coupon, the coupon became unusable.
Once used, coupons will be forfeited if the order is canceled.
Please note that we do not re-issue coupons for any reason.
I'd like to cancel my order.
You can only cancel your order within 30 minutes of placing it.
Please go to the order status page from the thank you page displayed after your order is complete, or from the link in the order confirmation email, and edit your order details.
Please note that you will not be able to change or cancel your order after 30 minutes have passed.
*For cancellations after 30 minutes but before shipment, please contact us via the inquiry form.
Regarding the product
Can stuffed models (plush toys) be washed?
To preserve the texture and shape of stuffed models (plush toys), please avoid washing them.
If they become dirty, dampen a soft cloth with water or lukewarm water, wring it out firmly, and gently pat the plush toy to clean it. Afterward, reshape the plush toy and arrange its fur to prevent it from losing shape, then dry it thoroughly in a well-ventilated shaded area. Please note that prolonged exposure to direct sunlight may cause discoloration.
*Please be aware that not all stains may be removed. Additionally, vigorous patting or rubbing may cause color fading or damage to the texture.
Please tell me how to remove paint from a painted model.
【Hands】
If paint gets on your hands, wash it off immediately. If it dries and becomes difficult to remove, soak your hands in lukewarm water and gently rub it off little by little with a sponge soaked in hand soap. Especially with small children, be careful not to damage their skin.
【Desk】
If paint gets on your desk, wipe it off immediately. If it dries and becomes difficult to remove, soak a soft cloth in lukewarm water, wring it out tightly, and place it on the paint stain to warm it. As the paint softens, apply a small amount of neutral detergent to a sponge or toothbrush and gently scrub it off little by little over time.
Additionally, using an eraser or a soft spatula may make it easier to remove.
Caution: Depending on the material of the desk, it may be scratched or discolored. Please test it in an inconspicuous area before proceeding at your own discretion.
*Please note that not all paint may be removed.
Upon receiving the package, the product was damaged/defective.
Although we take every precaution in handling our products, if you encounter any "defects," please contact the Favorite Support Center.
In the case of damaged or defective products, please send the item to us COD, and after we confirm the condition of the product, we will ship a replacement item.
If parts are missing, we will send you the missing parts.
The validity period for damage replacement is within 7 business days after product arrival. Damage replacements will not be accepted after this period.
The soft and mini models do not stand up on their own; they are deformed.
Due to the nature of the materials used in soft models and mini models, slight deformation may occur over time due to factors such as temperature changes. To repair the figure, you can adjust the angle of the figure's legs using heat. Please warm the legs with hot water (approximately 60℃) or a hairdryer and then adjust them. After adjustment, cool them with cold water to fix the position. Please be extremely careful when working, as using boiling water or heating the figure can make it very hot.
Can it be repaired?
Unfortunately, we cannot repair products damaged by dropping or other incidents. We apologize for any inconvenience this may cause and ask for your understanding.
For polyresin figures, please clean any dirt from the bonding surfaces, apply an appropriate amount of commercially available multi-purpose super glue, and press the bonding surfaces together until they are fixed. Please be very careful when handling the figure and glue during the bonding process. Please also note that the strength of the bonded surface after repair will inevitably be weaker, so please handle it with care.
What are vinyl models, soft models, and mini models made of?
Our vinyl, soft, and mini model products are made from ATBC-PVC (non-phthalate polyvinyl chloride resin). This is polyvinyl chloride resin that uses ATBC (Acetyl tributyl citrate), a phthalate-free plasticizer.
The paints used are harmless even if children put them in their mouths.
I would like to see the product in person, so please tell me which stores carry it.
For a list of stores nationwide, please refer to the "SHOP LIST Store Locator" page within our online shop: "SHOP LIST Store Locator".
About Membership
What benefits do I get by registering as a member?
Upon registration, you will receive a registration confirmation email containing a ¥500 OFF coupon that can be used for your first order. We will also send you an anniversary coupon via email at the beginning of the month of the anniversary date you provided during registration, as well as seasonal coupons in July and November.
In addition, you can earn points for your orders, purchase pre-order items with special benefits, and receive points based on your participation in various content.
By logging into My Page, you can check your current point balance, point expiration dates, purchase history, and delivery address details.
I'd like to change my email address. Is that possible?
The email address you registered will be used as your Member ID and generally cannot be changed. If you wish to change it, please contact us.
I forgot my password.
If you have forgotten your registered password, please click on "Forgot password?" on the login screen to set a new password.
Regarding your points
How can I earn points?
Register as a new member and receive 500 points. After registering, you will earn points at a standard rate of 2% when you shop at the Favorite Store.
Points are awarded based on the product amount after applying points and coupons (excluding shipping and handling fees).
Additionally, you can earn points based on the results of your participation in content.
When will I receive the points for my purchase?
Points will be awarded on the day your order is shipped.
Is the point accrual rate the same for all products?
You will normally earn 2% of the purchase amount (excluding shipping and handling fees) after applying points and coupons.
What can the points be used for?
You can use your points as ¥1 per point when shopping at your favorite store.
Do the points have an expiration date?
Points are valid for one year from the date they are added, either after your last purchased item is shipped or when points are added for content participation.
I'd like to know how to check my points balance.
You can log in to My Page and check your points balance and expiration date in the "Points" section.
Please tell me how to use the points.
Please refer to STEP 5 of the order process in our Usage Guide.
Regarding Coupons
How do I get a coupon?
Anniversary coupons will be sent via email at the beginning of the month of the anniversary date you registered, and season coupons will be sent in July and November.
Do coupons have an expiration date?
Each coupon has an expiration date. Please check the email in which you received the coupon for the expiration date.
I want to use two types of coupons at the same time.
Only one coupon can be used per order. It cannot be used in conjunction with points.
I haven't received the coupon code.
If you are not receiving the email with the coupon code, it may be due to settings on your free email account or an incorrect email address. Other reasons for not receiving emails may include the following:
- The email is being mistaken for spam and not appearing in your inbox.
- Your email inbox is full.
- You have set up email forwarding to a mobile phone, etc.
- If you are using a mobile phone email address, please adjust your phone settings to allow reception from "@f-favorite.net".
Please check your email settings, including your spam folder and deleting unnecessary emails or those in your trash, and then contact us.
Is there a limit to how many times I can use the coupon?
Each coupon can be used only once.
Please tell me how to use the coupon.
Please refer to STEP 6 of the order process in the Usage Guide.
Contact Form
Please feel free to contact us with any questions you may have about our shop.
*Please be careful not to confuse us with other companies using the same name.
*Please refrain from using the contact form for sales inquiries to our company.