Thank you very much for always using the cobaco online store.
Recently, we have received a significant number of inquiries from customers using carrier emails such as au (including ezweb) and docomo, as well as email addresses like hotmail and iCloud, reporting that they are not receiving our emails.
In many cases, this is because the receiving server is classifying our emails as spam, but since some customers receive them without any issues, the exact cause is unknown.
Additionally, there have been cases such as "only certain emails are not received despite no previous issues," "only automatic reply emails are received," "no emails are received even after setting domain reception," and "only newsletters are received."
Since we cannot monitor the status of emails on the customer side after sending, if you are not receiving emails from us, please be sure to read the following.
Also,cases where delivery fails due to reasons such as customers entering their email address incorrectly, mailbox capacity being exceeded, or the address registered with Apple Pay being outdatedare increasing. If you have not received any emails after placing an order, please check the following.
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At our store, in addition to the automatically sent email titled "Order Confirmation (Automatic Email)" after placing an order, we send several other emails such as "Order Confirmation Notice."If you do not receive any emails from us within 3 business days after order confirmation, we kindly ask you to contact us at the address below.
※If you contact us from the same email address used for the order, you may not receive our reply email either. When contacting us again, please provide a different email address or contact us by phone.
▼ Flow of emails received after ordering
[1] Immediately after ordering, you will receive an "Order Confirmation (Automatic Email)".
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[2] After we confirm your order, within 3 business days, we will send an "Order Confirmation Notice" email.
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[3] About one week before the product is completed, we will send an email titled "Your jewelry will be completed soon."
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[4] After shipping is completed, we will send an email titled "Your product has been shipped."
▼ Flow of emails when ring size is decided
[1] You send us an email with your ring size decision.
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[2]Within 3 business days,we will send an email confirming the size and the scheduled shipping date.
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〈 For those using au (ezweb) 〉
The most frequent issue is non-delivery of emails to au (ezweb) addresses. If you are using the recommended spam filter settings by au, our emails may be classified as spam. Before ordering,Please make sure to set your email to receive messages from "info@cobaco.shop" by adding it to your safe sender list and checking the "Always Allow" option.
※ Even if you set this, there are cases where delivery is not possible. We appreciate your understanding.
Please check the detailed settings on au's website.
au Spam Mail Filter Function > Reception List Settings
〈 For those using docomo 〉
We have received many reports that emails are not being received even after adding our domain (@cobaco.shop) to the safe sender list.
Currently, we have not found a solution for this issue. We apologize for the inconvenience and would appreciate it if you could communicate using a different email address.
〈 For those using Yahoo! Mail 〉
Yahoo! Mail's security has been strengthened, and cases where only certain emails are not received have increased.We have also confirmed cases where emails sent from customers to us are not received. If you have not received a reply from us within 3 business days, please contact us.〈 For those using gmail 〉
We have confirmed cases where emails are sorted into the spam or promotions folders. Also,
we have confirmed cases where emails sent from customers to us are not received. If you have not received a reply from us within 3 business days, please check those folders and contact us.〈 For those using iCloud 〉We have confirmed cases where some emails are completely lost
or sorted into the spam folder.
If you have not received a reply from us within 3 business days, please check those folders and contact us.〈 For those who have not received a reply after inquiry 〉If you have not received a reply from us within 3 business days, please check your spam or promotions folders (for gmail), and domain-specific settings, then contact us at the address below.
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・Due to revisions in international standards,
emails cannot be sent to mobile addresses that use a "." (dot) or "_" (underscore) immediately before the "@" symbol.
If you use such a mobile address, please register another address such as a PC email address.[ Contact ]TEL: 090-8930-5520
[Business Hours｜10:00-18:00 Closed｜Tue, Wed, Fri, Holidays]
MAIL: info@cobaco.shop
Please be sure to provide your name when contacting us.Also, if you registered as a member when ordering, you can check your order history from "
My Page
". Please use this service as well.My PageYou can also check your order history from here. Please make use of this feature as well.