FAQ
About Order
- I placed an order, but I haven't received an automated reply.
- If you do not get an email from us within 5 minutes after order, you may have entered an incorrect email address or not completed your order.
Please contact us via email at sonnyangel_info@sonnyangelstore.com. - I want to add, change or cancel my order.
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Please include your order number (or your name, phone number, address, and order details) on our contact us form.
※Please note that we may not be able to accept your request if your order has already been shipped.
- I received a wrong or defective product. I need a replacement.
- If you recieve a defective product, please inquire using our contact us within 7 days after the product’s arrival. We will check our stock and exchange it with a brand new or similar product.Please understand that after 7 days, we cannot accept any requests for replacement of defective products.
- Returning Products
- If delivered item(s) was different from your order, or broken or stained, we will accept order returns/replacements.
Please note that under certain circumstances however, products cannot be returned or replaced.
■Sonny Angel minifigure： If package has been opened, it cannot be returned or replaced.
■Other items：You can return or request replacement if you agree to pay the postage and service fees.
＜Shipping cost for returned products＞
The customer is responsible for the shipping cost if the product was returned according to the customer’s convenience. However, if item exchange occurs due to defective product or incorrect delivery, our company will cover the shipping cost. - I want to change my payment method.
- Please fill in your order number, your name and your preferred payment method and send it to us via the contact form.
※Please note that we may not be able to offer your request.
- The credit card transaction fails.
- Please contact your credit card company directly as we do not know the reason for the payment failure.
- When will I receive a refund for cancellation after my card payment?
- Depending on your credit card company's closing date and billing date.
For more information, please contact your credit card company directly. - What is 3D Secure?
- The 3D secure is provided to benefit all participants by providing Issuers the ability to fully authenticate cardholders through the use of a password during Internet purchases, reducing the likelihood of fraudulent usage of Visa, MasterCard and Amex credit cards and improving overall transaction performance.
※ Please follow your financial institution for more detailed information.
- When I tried to pay by credit card, Japanese language was displayed and I couldn't pay by credit card.
- You can choose your language from the pull-down menu of google translation.
- How much is shipping fee?
- For domestic shipping fee is HK$35.The delivery is free of charge for customers with a total purchase of HK$200 or more. This applies to only deliveries to places within Japan.
- When will my order be shipped?
- Within 3 days. Pre-ordered items will be shipped on the release date.
- Do you deliver to hotels?
- We can also deliver to hotels.
Please place an order at least one week in advance of your stay.
When you place an order, please enter your check-in and check-out dates and reservation name in the note fields of checkout screen. - I haven't received the item that was shipped
- Please contact the shipping company directly with the tracking number written in the "Shipping Confirmation Email" .