Thank you for your continued support of the cobaco online store.
Lately, we’ve been receiving a large number of inquiries from customers using carrier email addresses like au (including ezweb) and docomo, as well as services like hotmail and iCloud, reporting that our emails are not being delivered.
In many cases, it’s because the receiving server classifies it as spam; however, since some recipients receive it without any issues, we don’t know the exact cause.
There have also been confirmed cases such as: "Only specific emails fail to arrive even though they had been delivered without issue until now," "Only auto-reply emails are received," "No emails arrive even after configuring domain receiving settings," and "Only the newsletter is delivered."
We cannot check the status of email reception on the customer’s side. If you are not receiving emails from us, please read the information below.
Additionally,Cases where delivery fails due to reasons such as the customer mistyping their email address, the inbox being over capacity, or an outdated address registered with Apple Pay, etc.have also been increasing. If you have not received any emails after placing your order or sending an inquiry, please check the following.
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In addition to the automatically sent email titled "Order Confirmation (automated email)" that you receive after placing an order, we also send multiple emails, such as an "Order Finalization Notice" email.If you do not receive an email from us within 3 business days of your order date, we’re sorry for the inconvenience, but please contact us using the information below (the online store is closed on Tuesdays, Wednesdays, Fridays, and public holidays).
※If you contact us using the same email address as when you placed your order, our reply email may likewise not reach you. If you contact us again, please provide a different email address or contact us by phone.
▼Emails you'll receive after placing your order
[1]Right after you place your order, you'll receive an "Order Confirmation (automated email)."
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[2]Once we have reviewed your order, we will send you an "Order Confirmation" email within 3 business days.
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[3] We will send a "Your jewelry is almost ready" email about one week before the product is completed.
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[4] After your order has shipped, we will send a "Your order has been shipped" email.
▼ Email sequence when finalizing your ring size
[1] Have the customer send an email confirming the ring size.
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[2]Within 3 business days,We will send you an email with your confirmed size, scheduled shipping date, and other details.
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〈 For au (ezweb) users 〉
The most common issue is non-delivery of emails to au (ezweb) addresses. If you are using au’s recommended spam filter settings, emails from our store may be classified as "spam." Before placing your orderPlease add "info@cobaco.shop" to your safe sender list and check "Always allow" so you can receive emails from us.
※Please note that in rare cases we may be unable to deliver even if you have selected this option. Thank you for your understanding.
For detailed settings and other information, please check the au website.
au Spam Mail Filter > Safe Senders List Settings
〈 For customers using docomo 〉
We have received many reports that, even after adding our domain (@cobaco.shop) to the allowed list, emails are still not being delivered.
At this time, we have not yet found a solution. We apologize for the inconvenience, but we would appreciate it if we could continue our correspondence via a different address.
〈 For Yahoo! Mail users 〉
Yahoo! Mail has tightened its security, and there has been an increase in cases where only some emails are not being delivered.Cases where emails sent by customers to our shop do not arriveWe have also confirmed. If you have not received a reply from our store within 3 business days, we apologize for the inconvenience, but please contact us.
〈 For gmail users 〉
We have confirmed many cases of emails being routed to the spam or promotions folder. Also,Cases where emails sent by customers to our store are not receivedWe also check. If you have not received a reply from our store within 3 business days, please check the relevant folder and contact us.
〈 For iCloud users 〉
Cases where only some emails have completely disappearedWe are checking cases where it has been filtered into the spam folder.If you haven’t received a reply from us within 3 business days, please check the relevant folder and contact us.
〈 For those who haven't received a reply after contacting us 〉
If you don’t receive a reply email from us within 3 business days, please check your spam folder and the Promotions folder (for Gmail) and verify your domain settings, then contact us at the details below.
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・Due to revisions to international standardsWe can no longer send emails to mobile addresses that use a "." (dot) or "_" (underscore) immediately before the "@".If you use a mobile carrier email address, please register another address, such as a PC email address.
[ Contact ]
Email: info@cobaco.shop
TEL:090-8930-5520 [Business Hours｜10:00-18:00 Closed｜Tue, Wed, Fri, Public Holidays]
When making an inquiry, please be sure to provide your name.
Note: Customers who registered as members when placing an order "My AccountYou can view your order history from 」. Please use this as well.