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FAQ

FAQ

About registration information

Q: I can't log in.

A: You can log in with the email address and password you registered as a member.
If you have forgotten your password and cannot log in, click [Forgot your password?] on the login screen. ] to change your password.
From the viewpoint of personal information protection, we cannot confirm the password.
Please note that we cannot answer even if you contact us.


Q: I forgot my password.


A: You can change your registered password here.
You will need the email address you registered with.
If you do not know your email address, please register again here . ← I'll do it later


Q: I have registered as a member, but I have not received an email.


A: In the case of member registration completion, order reception completion, etc., we will send you an information email immediately after completing the procedure.
If the e-mail does not arrive, there may be a delay in e-mail delivery, an error in the registered e-mail address,
Also, it may not have been sent correctly.
Please click "Contact Us" and use the " Contact Us " form to contact us. ← I'll do it later
*If you are using anti-spam measures, please cancel the domain designation of @grillus.jp.
(If you do not cancel, you may not be able to receive communications from Grilous Online.)


Q: I want to stop receiving the e-mail newsletter.

A: If you wish to unsubscribe, please follow the procedure from the unsubscribe setting section of the delivered e-mail magazine,
Please log in to the store and change the mail magazine settings on the customer information screen.


Q: I want to change my registered information (email address, password, address).

A: Please note that you cannot change your e-mail address once registered.
If you wish to change, add, or delete your address and shipping address registration information,
You can change it on the customer information screen after logging in to the store.

Click here to change your registration information
Please click here to change your password.

If you would like to change your name (first and last name), please click "Contact Us" and
Please contact us using the " Contact Us " form. ← I'll do it later


Q: Is it possible to change the shipping address to the registered address?

A: Yes. You can enter your desired delivery address on the order process screen.
You can also change the billing address for each order.


Q: Do I need to register as a member?

A: At Grilous Online, you can order products without registering as a member.
If you register as a member, you will not need to enter personal information such as your name and address when ordering products.
You can shop online with just your email address and password.

About your order

About payment method

About the product

About product delivery

How to use coupon

Add the items you wish to purchase to your cart and proceed with the purchase process.
* At this point, the amount with the coupon applied will not be displayed.

Enter the coupon code in the "Coupon code input field" on the right side of the checkout page and click the "Apply" button.
*After setting, please confirm that the coupon discount has been applied.
*Please note that coupons cannot be used after the purchase procedure is completed.

Coupon expiration dates vary for each coupon.
Please note that expired coupons will become invalid and will no longer be usable.

About points

〇〇 (site name) grants points that can be used on this site by 〇〇・〇〇 (point grant trigger).
Membership registration (free) is required to earn and use points.
Accumulated points can be exchanged for coupons such as 〇〇・〇〇 (point redemption details) and can be used as discount coupons at the time of purchase.


■ Conditions for earning points
 * Added after determining the conditions for awarding points in the app

For details, please click the 〇〇 (icon name) pop-up displayed at the bottom left of the site.


■ Possession points
The number of points held will be displayed in the widget after the member logs in by clicking the 〇〇 (icon name) popup displayed at the bottom left of the site.


■ Using points
 * Points on the app → Added after coupon exchange conditions are decided

For details, please click the 〇〇 (icon name) pop-up displayed at the bottom left of the site.
When using points, a coupon code will be issued by clicking the "Redeem" button for the conditions you want to exchange from the points-to-coupon exchange conditions displayed in the point widget.
* When the coupon code is issued, the number of points to be exchanged will be deducted from the points you have.
*Once the coupon code is issued, it cannot be canceled (returned points), so please check carefully before using it.


■ Expiration date of points
 The expiration date of points shall be one year from the date of grant of each point.
If one year has passed since the grant date, the acquired points will become invalid.

About registration information

How to use coupon

Add the items you wish to purchase to your cart and proceed with the purchase process.
* At this point, the amount with the coupon applied will not be displayed.

Enter the coupon code in the "Coupon code input field" on the right side of the checkout page and click the "Apply" button.
*After setting, please confirm that the coupon discount has been applied.
*Please note that coupons cannot be used after the purchase procedure is completed.

Coupon expiration dates vary for each coupon.
Please note that expired coupons will become invalid and will no longer be usable.

About points

〇〇 (site name) grants points that can be used on this site by 〇〇・〇〇 (point grant trigger).
Membership registration (free) is required to earn and use points.
Accumulated points can be exchanged for coupons such as 〇〇・〇〇 (point redemption details) and can be used as discount coupons at the time of purchase.


■ Conditions for earning points
 * Added after determining the conditions for awarding points in the app

For details, please click the 〇〇 (icon name) pop-up displayed at the bottom left of the site.


■ Possession points
The number of points held will be displayed in the widget after the member logs in by clicking the 〇〇 (icon name) popup displayed at the bottom left of the site.


■ Using points
 * Points on the app → Added after coupon exchange conditions are decided

For details, please click the 〇〇 (icon name) pop-up displayed at the bottom left of the site.
When using points, a coupon code will be issued by clicking the "Redeem" button for the conditions you want to exchange from the points-to-coupon exchange conditions displayed in the point widget.
* When the coupon code is issued, the number of points to be exchanged will be deducted from the points you have.
*Once the coupon code is issued, it cannot be canceled (returned points), so please check carefully before using it.


■ Expiration date of points
 The expiration date of points shall be one year from the date of grant of each point.
If one year has passed since the grant date, the acquired points will become invalid.

I can not log in.

You can log in with your registered email address and password.
If you have forgotten your password and cannot log in, click [Forgot your password?] on the login screen. ] to change your password.
From the viewpoint of personal information protection, we cannot confirm the password. Please note that we cannot answer even if you contact us.

I forgot my password.

You can change your registered password here .
You will need the email address you registered with.
If you do not know your email address, please register again here .

I have registered as a member, but I have not received an email.

In the case of member registration completion, order reception completion, etc., we will send you an information mail immediately after the procedure is completed.
If the e-mail does not arrive, there is a possibility that the e-mail delivery is delayed, the registered e-mail address is incorrect, or the e-mail has not been sent normally.
Please click "Contact Us" and contact us using the "Contact Us" form .
*If you are using anti-spam measures, please cancel the domain designation of @grillus.jp.
(If you do not cancel, you may not be able to receive communications from Grilous Online.)

I want to stop receiving the e-mail newsletter.

If you wish to unsubscribe, please follow the procedure from the unsubscribe setting section of the delivered e-mail magazine, or log in to the store and change the e-mail magazine settings on the customer information screen.

I want to change my registered information (email address, password, address).

Please note that you cannot change your e-mail address once registered.
If you wish to change, add, or delete the registered information of your address and shipping address, please log in to the store and change it on the customer information screen.

Click here to change your registration information
Please click here to change your password.

If you would like to change your name (first and last name), please click "Contact Us" and
Please contact us using the "Contact Us" form .

Is it possible to change the shipping address to the registered address?

Is possible. You can enter your desired delivery address on the order process screen.
You can also change the billing address for each order.

Do I need to register as a member?

At Grilous Online, you can order products without registering as a member.
If you register as a member, you do not need to enter personal information such as your name and address when ordering products, and you can use online shopping only with your e-mail address and password.

I want to withdraw.

If you wish to withdraw from the store after you have registered as a member, you will not be able to withdraw from the store by yourself. please give me.
We will process it for you.

About your order

I don't know how to order?

For information on how to order, click "Usage Guide" at the bottom of the screen and refer to "How to Order" .

Is it possible to cancel an order?

You cannot cancel or change your order once it has been completed. Please click "Contact Us" and contact us using the "Contact Us" form.
However, since the product will be shipped on the next business day after the order is placed, it cannot be canceled in principle. Please note.

I have placed an order, but have not received a confirmation email.

If you do not receive an email, your order may not have been successfully submitted. Please check "Order History" on My Page.
If you have any questions, please contact us using the "Contact Us" form.

How can I check the contents of my order?

You can check it in "Order History" on My Page.
You can also check the delivery status, as well as the products and amounts of your order.

Can I return or exchange the product I received?

For returns and exchanges, click "User's Guide" and refer to the "Exchanges/Returns" section.
If the product is defective, or if it is different from what you ordered, please contact the customer center so that we can respond as soon as possible.
Click here for the inquiry form

Does cooling-off apply?

Cooling-off is a system for consumer protection of door-to-door sales. This does not apply to Internet sales that customers access and shop on their own. Please note.

Can I add items to my order?

As a general rule, we do not accept changes to order details or product additions after the order has been completed.
In addition, we do not accept combined shipping for multiple orders.
Please check the order details carefully before placing an order.

I put it in my cart, but I couldn't purchase it.

Grilous Online reserves the product when the customer completes the purchase.
Therefore, even if you put the product in the shopping cart, if another customer confirms the payment first, it may be out of stock and you may not be able to purchase it. Please note.

Can I no longer buy the sold out products?

Items that are sold out may be sold again.
If there is a restock, we will notify you on Grilous Online and Grilous Official Twitter , so please check it out.

About payment method

Can I change the payment method after placing an order?

The payment method cannot be changed after the order has been completed. Please be sure to check when ordering.

What credit card company can I use?

Acceptable credit cards are VISA, MasterCard, JCB, and AMEX.

What is Amazon Pay?

This service allows you to place orders using the credit card information and address registered in your Amazon.co.jp account.

Can I place an order by phone?

We cannot accept orders by phone.
Please place an order from this site.

Can I change the delivery date after placing an order?

You cannot change the designated delivery date after completing your order on this site. Please be sure to check when ordering.

Can you issue a receipt?

The receipt is not included with the product.
It is also possible to download the delivery statement for each order from the order history on the customer's My Page.
Please contact us if you need a handwritten individual issuance.

About the product

I want to know more about product information.

The characteristics and sizes are listed on the product detail page, but if you have any questions, please contact us using the inquiry form.
Click here for the inquiry form

The color of the product I saw on the site and the product I received are different.

Depending on your monitor and computer environment, there may be differences in how colors appear. Please note.

The product I received had a defect.

We make every effort to ensure the quality and delivery of our products, but in the unlikely event that there is a defect in the delivered product, we will respond as soon as possible, so please contact us using the inquiry form.
Click here for the inquiry form

We accept returns and exchanges of products only if they are returned within 7 days after the arrival of the product after contacting our customer center. We will bear the shipping fee required for returning and resending the product.
If it is unavoidable that the product cannot be exchanged, we will issue a refund.

About product delivery

When will I receive the product?

It depends on the delivery area, but usually it will be delivered within 2 to 4 days after ordering.
*Orders placed by 23:59 on regular business days (excluding Saturdays, Sundays, national holidays, and year-end and New Year holidays) will be shipped the next business day.


We do not ship on Saturdays, Sundays, and holidays, so we usually deliver within 3 days (excluding Saturdays, Sundays, and holidays) from the day after you place your order.
We will contact you separately if it takes time to prepare.
*It may take some time depending on traffic conditions, weather, and region. Please note.
*Please note that we do not ship during the year-end and New Year holidays, summer holidays, winter holidays, etc.

Can I specify the delivery date and time?

You can specify the delivery date from 4 to 10 days after the order date.
You can specify the delivery date and delivery time zone on the cart page when ordering.
* You cannot specify the date and time for products delivered by Yu-Packet.


The times you can specify are as follows.
*In some areas, such as remote islands and Okinawa, we may not be able to meet your request for the specified date if the specified time service is not available. Please note.


・No preference ・Morning (8:00-12:00)
・12:00-14:00 ・14:00-16:00 ・16:00-18:00 ・18:00-20:00 ・19:00-21:00 ・20:00-21:00

I haven't received my order!

Even if you specify the delivery date and time, the arrival may be delayed due to traffic conditions on the day, shipping status of the delivery company, etc.
You can check the delivery status of your order in real time through Japan Post's parcel inquiry service.
When checking, please prepare the "Baggage Inquiry Number" described in the "Notice of Product Shipment" e-mail sent by Japan Post after the product is shipped.

* Please note that Japan Post will not send you a notification of the delivery status for products delivered by "Yu-Packet". Please use the inquiry form to check the delivery status of products by Yu-Packet.

Click here for the inquiry form

Can I combine multiple orders into one?

We do not offer a service to combine multiple orders into one. Please note.

Can I choose a shipping company?

It will be delivered only by Japan Post.

I was absent for a long time and the product was returned.

If there is no contact from the customer after receiving the Japan Post's absence slip, the package will usually be returned to our distribution center in about a week.
As soon as we return, we will cancel the order, so please contact the Japan Post office as soon as possible.
If you do not have an absentee slip, please contact the inquiry desk. In addition, we do not accept re-shipment after the product has been shipped.
We apologize for the inconvenience, but please place a new order for the desired product.

Is it possible to ship overseas?

Shipping to overseas is currently not supported. Please note.