FAQ
About ordering
Q1
How do I order?
Add the product you want to your cart and proceed to the purchase procedure from the cart. *You must register as a member before placing an order.
Click here to register as a new member > Click here to log in as a member >
Q2
Do I need to register as a member?
To shop at our online store, you need to register as a member (free of charge). If you are already a member, please log in. If you are ordering for the first time or are not a member, please register (free of charge) by entering your member information.
Click here to register as a new member > Click here to log in as a member >
Q3
I'd like to know the status of my order so far.
You can check the status of your order in the purchase history on your My Page.
Q4
Can I order by fax?
You can also order products by fax. Please follow the steps below to send your order to the Ogawa Coffee fax number.
① If you are not a member, please register as a new member.
If you are ordering for the first time, you will need to register as a free member.
Click here to register as a new member >
②Download the order sheet for faxing
*If you wish to order by fax with deferred payment, the deferred payment service of Net Productions Co., Ltd. will be applied, and your claim for payment will be transferred to the company.
Please agree to the NP Deferred Payment Terms of Use at the URL below and select the deferred payment service.
https://np-atobarai.jp/terms/atobarai-buyer.html
- [For home use] Click here to download the fax order form >
- [For sending to the recipient] Click here to download the fax order form >
③ Send the order form to the Ogawa Coffee fax number.
FAX number: 075-313-7344
- The fax order form for gift sets allows you to set up to two delivery addresses at once.
- Payment methods for fax orders can be cash on delivery, convenience store or postal transfer (NP postpay).
Q5
Can I order by phone?
For orders by phone, please click here.
0120-088-720 (toll free)
Weekdays 10:00-16:00 [Closed on Saturdays, Sundays and public holidays]
Q6
Can I place orders to multiple delivery addresses at the same time?
You can now order to multiple delivery addresses.
On the cart screen, under Delivery Method, select " ☑ Specify multiple delivery addresses " and click " Add delivery address ".
Please register the delivery address and the item (quantity) to be delivered, then proceed to the purchase process.
*When ordering to multiple shipping addresses, we recommend paying by credit card to prevent mistakes in billing.
*Coupons and point discounts cannot be used when ordering to multiple delivery addresses. Thank you for your understanding.
Q7
How do I use a coupon?
On the order confirmation screen, you will see a field where you can enter your coupon code.
Enter the specified coupon code in the field and select "Apply".
If applied correctly, the coupon will change to the applied total amount.
(*Please enter the coupon code correctly.)
*Please note that if you use AmazonPay, the coupon will not be applied due to the system.
*Please note that shipping charges will be calculated based on the price after coupon and point discounts.
Q8
Can I change the products I order?
Once an order has been completed, it cannot be changed.
Q9
Can I cancel or change my order?
We cannot cancel or change orders due to customer convenience.
When placing an order, please check the contents carefully before purchasing.
Q10
Can I return it?
We accept returns within 7 days of delivery (extendable to 14 days upon contact).
However, you will be responsible for the cost of returning the product.Furthermore, we cannot accept returns or exchanges for food products (including coffee) after they have been received, unless the product is defective.
Please click here for details.
Payment
Q1
What payment methods are available?
Cash on delivery (Sagawa Express eCollect) can be paid by cash, credit card, debit card, or electronic money. Payment methods are as follows:
- Credit card
- Cash on delivery (Sagawa Express eCollect)
- NP Pay Later (Convenience store/Post office payment)
- PayPay
- AmazonPay
For details on various payment methods, please click here .
- Cash on delivery is only available if the delivery address is to your home.
- Cash on delivery (Yamato Transport) can be paid by cash, credit card, debit card, or electronic money.
- If you use Amazon Pay, you cannot edit the shipping and billing addresses due to the system specifications. Therefore, if you wish to change the address, please write it in the comments section of your order.
- For fax orders, payment by cash on delivery, convenience store or postal transfer is the only option.
Q2
Can you issue a receipt?
You can issue a receipt for your purchased items from the purchase history on your My Page .
- Once the payment status is confirmed, a receipt can be issued.
- The receipt will include details such as the recipient's name, subject, receipt amount, order number, date and time, seller information, and purchased product information.
- You can enter your desired name on the receipt.
Q3
Is there a shipping charge?
The shipping fee for each delivery address is as follows:
*This is the price for products that do not include shipping charges and for which shipping charges are not set individually.
*Please note that shipping charges will be calculated based on the price after coupon and point discounts.
▶︎Hokkaido and Okinawa: 1,100 yen *550 yen for purchases over 4,320 yen ▶︎Other prefectures: 770 yen *Free shipping for purchases over 4,320 yen ▶︎Cool delivery costs an additional 220 yen on top of the above shipping fees.
▶︎Cash on delivery fee: +210 yen will be charged.
▶NP deferred payment fee of +210 yen will be charged (from March 1, 2024).
Q4
I want to change my payment method?
Once your order has been completed, we cannot change your payment method.
Shipping and Delivery
Q1
How many days will it take to deliver after I place an order?
After receiving your order, we will ship it within 3 business days . (*Excluding remote areas and gift items)
If the item is out of stock, it may take more than a week, in which case we will contact you.
*Shipping will be done on business days. No shipping will be done on holidays (Saturdays, Sundays, and public holidays).
*During long holidays, which will be announced separately in news, we will ship based on the contents of the news.
You can choose the delivery date from one week in advance.
- This does not apply during long holidays.
- If no specification is given, we will make arrangements as soon as possible.
*Please note that even if you specify a date and time, we may not be able to deliver on the specified date and time depending on the region and the convenience of the delivery company.
Q2
Can I check the delivery status?
After delivery, you can check the delivery status using the tracking number provided in the email we send you.
Q3
Can I deliver to a different address than the orderer?
Please specify the delivery address on the delivery address selection screen.
In addition, the name and address you registered as the "billing address" when placing your order will be listed in the sender's column on the delivery slip.
[Please make sure you select the name, address, and phone number of the person placing the order before placing the order.]
Regardless of whether it is a gift set or regular product, if the name of the person placing the order and the name of the recipient are different, we will not include a delivery note or other documents.
- Unless payment is made by cash on delivery, no documentation indicating the amount will be enclosed.
- A delivery note will only be enclosed if the sender and recipient are the same person.
(If you require a delivery note other than the above, please write it in the remarks column.) - If you choose to pay via convenience store or postal transfer (transfer slip), we will send the transfer slip to you by mail.
Q4
Can I use a refrigerated delivery service?
Only designated products will be shipped by refrigerated delivery. Shipping fee will be 220 yen extra than the regular shipping fee .
- Cool delivery and regular delivery are treated as separate shipments, and shipping fees will be calculated for each delivery destination using the above shipping fee calculation method.
- If you purchase more than one refrigerated delivery item, an additional 220 yen will be charged per delivery address in addition to the shipping fee calculated using the shipping fee calculation method above.
- For items with individual shipping charges, a refrigerated delivery fee will be added to each item.
- Cool delivery fees are not eligible for the large purchase discount.
Q5
Regarding shipping from Ogawa Coffee Online Shop and OGAWA COFFEE LABORATORY
Products sold at the Ogawa Coffee Online Shop and OGAWA COFFEE LABORATORY cannot be shipped together (shipping fees apply for each). If you wish to order both products at the same time, please place separate orders.
About gifts
Q1
Can I get gift wrapping/gift tags?
Packaging/gift tags are only available for gift sets, and full packaging costs 150 yen (tax included), simple packaging costs 100 yen (tax included).
*Not available for anything other than gift sets. *Draft messages cannot be included on simple gift tags.
*For Buddhist ceremonies, black and white noshi paper is used.
Q2
What form does the packaging take?
We use cream-colored wrapping paper with the "OGAWA" logo.
Full packaging: 150 yen (tax included)
Sample: Image here →
Simple packaging: 100 yen (tax included)
Sample: Image here →
- Only gift sets are allowed
Q3
How will the gift set be packaged?
It depends on your choice.
① If you are sending to a recipient → The shipping label will be attached directly to the wrapping. If you would like to have the item delivered in the outer box without attaching the shipping label directly, please write that in the comments section.
② When delivering to the customer → The product will be wrapped and delivered in an outer box (cardboard). If you need a paper bag to bring with you, please purchase a paper bag of the appropriate size (sold separately).
3) If there is no packaging → Regardless of whether the item is being delivered to the person who placed the order or to the recipient, the item will be delivered unpackaged in an outer box (cardboard).
*When ordering a gift set, please be sure to select "Gift wrapping", "Noshi" or "Noshi overwrite" even if you do not require them (please select "No").
If you are unsure about the packaging or gift wrapping, we may contact you by phone to inquire.
Q4
How much does each paper bag cost?
The fee structure is as follows:
- Paper bag (small) 20 yen each (tax included)
- Paper bag (large) 30 yen each (tax included)
- Paper bag (large) 100 yen each (tax included)
If you require paper bags, please add the required number to your cart.
If you are ordering a gift set and the delivery address is your home (the person placing the order) or if you are ordering multiple items, we will place the items in an outer box and include one paper bag for each gift set.
Q5
Can I change the combination of the gift sets?
We do not accept changes to the combination of contents of pre-packaged products.
About Membership
Q1
I'd like to know how to register as a member.
You can register as a member for free on the new registration page.
Q2
I registered as a member but haven't received an email.
Please check that the email address in your registration information is correct. Please also double-check that you can receive emails from our email address "@oc-ogawa.co.jp".
Q3
I forgot my password and can't log in.
You can reset your password by clicking the link below.
Q4
I would like to change my email address.
On this site, your email address is your member ID, so you cannot change it yourself. Please contact us through the inquiry form and we will change it as soon as we have confirmed your identity.
Q5
I would like to cancel my email newsletter.
At the bottom of the email you received, there is a link to "Register, change or cancel email newsletter membership."
We apologize for the inconvenience, but please make the changes to your settings from My Page.
Q6
I want to cancel my membership.
If you wish to cancel your membership, please contact us via the inquiry form or email (order@oc-ogawa.co.jp). When making your request, please include your email address, name, and other information that can be used to verify your identity.
Using points
Q1
How are points awarded?
Unless otherwise specified by the product, 1 point will be awarded for every 100 yen of the product purchase amount (excluding tax). Points can be used at a rate of 1 point = 1 yen.
- Telephone and fax orders are not eligible.
- Please note that if you use AmazonPay, points cannot be used due to the system.
*Please note that shipping costs will be calculated based on the price after coupon and point discounts.
Q2
Do points have an expiration date?
Points are valid for one year from the date of issue .
Q3
When can I use my points?
Points will be automatically awarded 3 days after the purchase date . Points can be used after they are awarded.
- If the product is cancelled or returned, the points will be automatically forfeited.
others
Q1
Other requests
Please write it in the comments section when ordering, or contact us by phone.
Contact phone number
0120-088-720 (toll free)
Weekdays 10:00-16:00 [Closed on Saturdays, Sundays and public holidays]
Q2
Online shop opening days and hours
Business days: Weekdays 10:00-16:00
Closed: Saturdays, Sundays, and public holidays (long holidays will be announced separately)
We will continue to accept online orders as usual on our regular holidays, but we will not be able to respond to inquiries, emails, or product shipments on these days.
We apologize for any inconvenience this may cause and appreciate your understanding.
Q3
About coupons
To use a coupon, enter the coupon code in the coupon code field on the purchase screen and press the "Apply" button.
Please note that coupons cannot be used in conjunction with point discounts due to the system.
Due to the system, coupons cannot be used on orders with multiple shipping addresses. We apologize for the inconvenience, but please place your order with one shipping address only.
*Please note that shipping costs will be calculated based on the price after coupon and point discounts.