Please double-check the email address and password you registered. Please note that both must be entered in half-width alphanumeric characters.

If you have forgotten your password, please reissue it from the login screen of your My Page.

If your order has been accepted, we will send you a confirmation email immediately after the procedure is complete.
If you do not receive an email, it may be due to a delay in email delivery or an incorrect email address.
If you have registered as a member, please check your registered email address from your My Page after logging in.

Please also check the following other possible cases:
・The email is being treated as spam due to spam settings. ・You have specified domain reception and cannot receive emails from "@roiro-roiro.com". ・Your mailbox capacity is insufficient.

Yes, you can place an order without registering as a member.

Once your order is complete, you will receive a confirmation email to your registered email address.

We do not accept orders over the phone or by fax.

We cannot accept changes, additions or cancellations to your order due to customer reasons after the order procedure has been completed.

Sales start at 10:00 every Monday. Sales will end once stock runs out for that day. Thank you for your understanding.

You cannot specify the delivery date. Items will be shipped every Friday.

We can change your shipping address if it is before the product has been shipped. Please contact us using the inquiry form , providing the new shipping information as shown below.

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Order Number:
Address:
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<Please note>
If the product has already been shipped, we cannot accept changes. Please check the shipping company and tracking number listed in the order completion email, and contact the shipping company's sales office to request a change of delivery address.

We ship items according to order number.
Please note that we are unable to ship multiple orders separately.

Products will be shipped by Yamato Transport's Cool Takkyubin (frozen) service. Delivery to remote islands is also possible, with some exceptions.

The following remote islands cannot be delivered to:

・Izu Islands: Aogashima Village (Aogashima), Toshima Village (Toshima), Mikurajima Village (Mikurajima), Shikinejima

・Ogasawara Islands: Ogasawara Village (Chichijima, Hahajima, Iwo Jima, Minamitorishima, etc.)

We are very sorry, but we are unable to do so.

You will be charged when your order is confirmed.

If your payment does not complete and an error occurs, the following may be the cause:

- There is an error in your card details (card number, security code, etc.)
- The card has expired
- Payment refusal by card company

Please contact your card company for more information.

We do not generally accept returns for reasons of customer convenience.
However, we may accept returns after examining the circumstances. Please note that returns must be made within 3 days of delivery, provided the product is unopened and unused.
*We cannot accept returns of any opened products.

Due to the specifications of our order system, we are unable to accept returns or exchanges for customer reasons.
Thank you for your understanding.

Yes, you can place an order without registering as a member.

If you have any urgent questions regarding your order or delivery, please contact us using the [Inquiry Form] .
Business hours are 10:00-17:00 on weekdays. We are closed for customers on weekends and holidays.
Please note that we are unable to respond to inquiries on holidays.

*In order to keep a record of our communications with customers, we provide support via email. Please note that we cannot provide support over the phone.
*Please note that we will post notices regarding closures during Obon, Golden Week, and the New Year holidays on the top of our website and on social media.