Thank you for always using the cobaco online store.
Recently, we have received a significant number of reports from users of carrier emails such as au (including ezweb) and docomo, as well as email addresses like hotmail and iCloud, stating that "emails are not being received."
It is often the case that the receiving server has determined it to be spam, but there are also some people who receive it without any issues, so we do not know the exact cause.
Additionally, there have been cases where "emails that have been arriving without issue until now are not being received for specific emails," "only automated reply emails are being received," and "not a single email is being received despite having configured the domain's reception settings."
We apologize, but we are unable to track the status after sending. If you have not received an email from us, please read the information below.
Please note that there are increasing cases where delivery cannot be made due to reasons such as incorrect email address input by the customer or outdated addresses registered with Apple Pay, etc. If you have not received any emails after placing your order, please check the following.
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In our store, in addition to the automatically sent email titled "Order Confirmation (Automated Email)" after your order, we also send several types of emails such as "Order Confirmation Notification."If you do not receive an email from us within 3 business days after confirming your order, we kindly ask you to contact us at the address below.
▼Flow of emails received after placing an order
After placing your order, you will automatically receive a "Order Confirmation (automated email)" immediately.
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After confirming your order at our store, we will send you an "Order Confirmation Notification" email within 3 business days.
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About one week before the product is completed, we will send you an email saying "Your jewelry will be ready soon."
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After shipping is complete, we will send you an email saying "Your product has been shipped."
▼Flow of emails when determining ring size
[1] Please send us an email to confirm your ring size.
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[2]within 3 business days,We will send you an email with the confirmed size and the scheduled shipping date.
〈 For au (ezweb) users 〉
The most common issue is the non-delivery of emails to au (ezweb). If you are using the recommended settings for au's spam filter, there may be cases where emails from our store are judged as spam. Before placing your order,Please make sure to set up your "receive list settings" to receive emails from "info@cobaco.shop" and check "always receive."
*Even if you have set it, there may be cases where we cannot deliver. We appreciate your understanding.
For detailed settings, please check the au website.
au spam filter function > Incoming list settings
〈 For docomo users 〉
Despite registering our domain (@cobaco.shop) on your safe sender list, we have received numerous reports that emails are not being received.
We have not found a solution for this matter at the moment. We apologize for the inconvenience, and we would appreciate it if we could communicate using a different address.
〈 For Yahoo! Mail Users 〉
The security of Yahoo! Mail has been strengthened, and there are increasing cases where only specific emails do not arrive.Cases where emails sent to our store from customers do not arriveWe are also confirming this. If you do not receive a reply from our store within 3 business days, we apologize for the inconvenience and kindly ask you to contact us.
〈 For Gmail Users 〉
We are checking cases where emails are sorted into the spam folder or promotions folder. Also,Cases where emails sent to our store from customers do not arriveWe are also confirming. If you do not receive a reply from our store within 3 business days, please check the relevant folder and contact us.
〈 For iCloud Users 〉
We are confirming cases where some emails have completely disappeared or have been sorted into the spam folder.If you do not receive a reply from our store within 3 business days, please check the relevant folder and contact us.
〈 For those who have not received a reply after contacting us 〉
If you do not receive a reply email from us within 3 business days, please check your spam folder, promotions folder (for Gmail), and your domain-specific settings, and contact us at the address below.
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・Due to the revision of international standardsEmails can no longer be sent to mobile addresses that use a "." (dot) or "_" (underscore) just before the "@".If you are using a mobile address, please register a different address such as a PC address.
[ Contact Information ]
MAIL: info@cobaco.shop
TEL: 090-8930-5520 [Business Hours | 10:00-18:00 Closed | Tuesday, Wednesday, Friday, Holidays]
When contacting us, please be sure to provide your name. Additionally, if you contact us from the same email address, there may be cases where you do not receive a reply from our store. Please contact us from a different address or reach out by phone.
If you registered as a member when placing your order,My PageYou can check your order history from the "My Account" section. Please make use of this as well.
We apologize for the inconvenience and thank you for your understanding.