There are several reasons why your email may not be delivered:

• You are unable to receive emails due to spam blocking function of your email address server
• Your email address server (mailbox) is over capacity and your email has not been delivered.
• The email has been classified as spam in your email settings
• Your email address has changed since contacting us
• You entered your email address incorrectly

Please check your spam folder and email settings, and if these are not the reason, please contact us again.

If you send us a question via the email form, you will receive an automatic reply email confirming your question.

If you have not received the automatic reply email, the following may be the reasons why:

• You are unable to receive emails due to spam blocking function of your email address server
• Your email address server (mailbox) is over capacity and your email has not been delivered.
• The email has been classified as spam in your email settings
• Your email address has changed since contacting us
• You entered your email address incorrectly

Please check your spam folder and email settings, and if these are not the reason, please contact us again.

We may not have been able to confirm payment.
Reasons for this include:

• The name used when placing the order is different from the name used when making the payment (e.g., payment made under your maiden name or under the name of a family member).
• When making a deposit via internet banking, the deposit procedure was not completed due to a server error or other reason.

Such will be considered.

If this applies to you, please contact DOLK STATION customer support.

Next, there are cases where email delivery has not been received. The reasons are as follows:

• Cannot reply due to spam blocking function of your email address server
• Your email address server (mailbox) is over capacity and your email has not been delivered.
• The email has been classified as spam in your email settings
• Your email address has changed since contacting us

Such will be considered.

Please check your spam folder and email settings, and if these are not the reason, please contact us again.

We apologize, but we are not accepting custom orders at this time.

We apologize, but we do not accept reservations at DOLK STATION or at any DOLK store nationwide.

We apologize for any inconvenience.

Membership registration is only available for residents of Japan. 

If you receive an error message indicating that you cannot register despite not being a member, please reach out to DOLK STATION customer support.

Delivery times vary depending on the area and delivery method, but if you choose courier delivery, it will take about 1-3 days from the date of shipment.
If you use non-standard mail, delivery may take an additional 1-2 days.
For more information, please visit the Ems Tracking website.

After the item has been shipped, you can check the delivery status using Sagawa Express's "Parcel Inquiry Service." The "Inquiry Number" required for tracking can be found in the shipping notification email or in the "Order History" section of "My Page."

Please note that if the products you order include "Pre-order items," it may take several months for us to secure, manufacture, and complete the products.

ご注文状況は、「マイページ」の「注文履歴」にてご確認いただけます（DOLK STATION会員サービス）。
注文状況は「商品確認中」「入金待ち」などステータスアイコンによりすぐに把握いただけます。

店舗にある商品については店舗での販売となり、DOLK STATIONでの取り扱いはいたしておりません。恐れ入りますが、各店舗にてご購入ください。

Please contact the store directly about doll products, and we will check the stock.

Basic sales products (products sold throughout the year) will be handled as a general rule.

For limited sale products, we will announce the availability schedule on this website, in Newsletter, on social media, etc.

メーカーで完売（生産終了）となっている商品は、ご注文いただけません。ご了承ください。

If you would like to purchase products from a doll Maker that we do not carry, we can accept requests by Proxy Order (DOLK Member Service).

You can request a free estimate via the "Proxy Order Request Form" on your My Page.

Please note that we may be unable to order products depending on the manufacturer's sales situation.

DOLK STATIONでは、各店舗の受注内容につきましては対応いたしかねます。

お手数ですが、ご注文いただきました店舗へ直接ご確認ください。

EMS shipping costs vary depending on the delivery area and package size. For details, please check the shipping fee displayed when you place an order.

• Non-standard mail: 350 JPY
• Delivery service for dolls and body parts
  700 to 3,500 JPY depending on delivery address
  Items other than dolls and body parts
  700 to 1,200 JPY depending on delivery address
  (For cash on delivery, there is an additional fee of 350 JPY)
• EMS Shipping Fee: 1,500 to 19,500 JPY depending on rank

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ご注文状況が「商品確認中」「入金待ち」の場合は、変更が可能です。

DOLK STATIONカスタマーサポートまでご連絡ください。

• ※「マイページ」の「会員登録情報」にて追加・変更をされた場合、次回のご注文から変更が適用されます。

ご注文状況が「発送完了」の場合は、運送会社での対応となりますので、下記より直接お問い合わせください。

ご入金確認が完了してから３営業日以内に発送いたします（夏季・年末年始の長期休業期間を除く）。

In order to avoid any issues regarding damage or loss during shipping, we do not accept shipping methods that are not insured.

However, if you order just one item that is not a doll or doll parts, we can ship it via non-standard mail.

ご注文時の備考欄へその旨ご記入いただければ、送り状に記入いたします。

ただし、場合によっては表記できないこともございます。あらかじめご了承ください。

We do not offer combined shipping for individual orders with different order numbers.

発送前のご注文であれば、お届け先のご変更を承りますのでお問い合わせください。

発送済みの商品につきましては、当店では対応いたしかねますので、運送会社へ直接お問い合わせください。

商品内容物表記は、主に「グッズ」や「家具」などと表記を致します。

ご希望の表記内容がございましたら、ご注文時の備考欄にその内容と発送時に表記希望の旨をご記入ください。

ご注文時の備考欄にその旨ご記入いただければ、送り状に記載いたします。

ただし、場合によっては表記できないこともございます。あらかじめご了承ください。

お届け日時をご指定いただいても、お住まいの地域によっては運送会社の日時指定範囲外になることがございます。

詳細は運送会社へご確認ください。

また、交通渋滞や天候・自然災害によって遅れが生じる場合もございます。

ご注文状況が「入金待ち」であれば、配送先の変更を承ります。DOLK STATIONカスタマーサポートまでお問い合わせください。

Only Amazon Pay is accepted as a payment method.

• Bank Transfer
• Credit Card Payments
• ​
• Convenience Store Payment
• Pay in Installments (Conditions Apply)

• *However, cash on delivery (cash on delivery delivery) is not available for Pre-order items.

If your order status is "Checking product" or "Waiting for payment", we can make changes. Please contact DOLK STATION customer support.

We offer lump sum, installment and revolving payments.

• *The available payment methods may be limited depending on the contract between you and your credit card company. Please check with your credit card company for details.

Please note that if you personally order from the manufacturer's official website, we cannot provide services on your behalf.

This is applicable if your order status is "Product confirmation in progress" or "Waiting for payment" and your payment has not been completed yet.
Please contact DOLK STATION customer support.

当店の取り扱い商品は海外輸入品の為、箱などの梱包物の破損についての返品及び交換はお受けいたしかねます。

ご迷惑をおかけいたしまして誠に申し訳ございません。

お手数ではございますが、商品到着から７日以内に、DOLK STATIONカスタマーサポートまでご連絡ください。交換の手続きをご案内させていただきます。

違うメーカー商品同士の組み合わせや、互換性での不具合による返品交換は承っておりません。

ご迷惑をおかけいたしまして誠に申し訳ございません。
お手数ではございますが、商品到着から７日以内に、DOLK STATIONカスタマーサポートまでご連絡ください。
原因を調べて対応をさせて頂きます。

• ※届いた商品の箱などは破棄せず保管ください。
• ※箱自体など梱包材の破損は輸入商品の為、返品はお受けしておりません。
• ※到着後7日以上経ってからの返品はお受けしておりませんので、ご了承ください。

当店でご購入いただいた商品につきましては、メンテナンスの受付可能かをメーカーに確認いたしますので、お気軽にお問い合わせください。

• *Please note that in some cases we may be unable to carry out maintenance.

ポイントは、ご注文時のカート画面で利用したいポイント数を入力することでご利用いただけます。

1ポイント＝1円として、1ポイント単位でご利用いただけます

• ※ポイントの有効期限は付与より１年間です。
• ※ポイントのご利用は有効期限の近いポイントから使用されます。

ポイントはご注文合計金額100円ごとに1ポイント付与されます。

その際、50円単位の金額は切り上げとなりますので、例えば450円のご注文では5ポイントが付与されます。