FAQ
About Shopping
Q: Can you deliver the product urgently?
A: Since our jewelry is made to order, it usually takes about 1.5 to 2 months for delivery. (For bridal rings, it takes about 2 months.) This is the necessary production period as each piece is handcrafted by our artisans. Therefore, we generally do not accept requests to expedite delivery due to customer convenience. We appreciate your understanding.
We are continuously updating the "Estimated Shipping Date" on our blog.
▼ Please check from the link below.
https://cobaco.shop/blogs/information/00001
Q: Can I cancel or change my order after placing it?
A: We cannot accept any cancellations or changes to the order details after confirming your order. If you must cancel after production has started, we sincerely apologize, but you will be required to bear 50% of the product cost excluding consumption tax. Additionally, if you change the order details such as size or material after production has started, we will charge an additional processing fee for any reason. Thank you for your understanding in advance. For more details, please refer to the Shopping Guide.
Q: What happens to the delivery if I order both in-stock items and made-to-order items at the same time?
A: Unless you have specific requests, we will ship the made-to-order jewelry once it is completed. If you would like to have in-stock items shipped first, please kindly let us know.
Q: What happens to the wrapping if I order multiple items at the same time?
A: Basically, we will pack everything together in one box. If you would like individual wrapping, please let us know in the remarks section of the cart. (For example: Baby ring and Birthstone Ring together, earrings separately, etc.)
Q: Is it possible to pay by bank (Yucho) transfer?
A: We apologize. Our store does not support "bank (Japan Post) transfers." We are sorry for the inconvenience. Thank you for your understanding.
Q: Can you send the size gauge to a different address?
A: Yes, it is possible.
The size gauge is basically sent to the "shipping address" of the product. If you wish to send it to a different address, please specify the "shipping address for the size gauge" in the remarks section of the cart during your order, including "postal code, address, and name."
The size gauge is basically sent to the "shipping address" of the product. If you wish to send it to a different address, please specify the "shipping address for the size gauge" in the remarks section of the cart during your order, including "postal code, address, and name."
Q: I want to change the shipping address for the product
A: If you would like to change the delivery address from the one registered at the time of your order due to reasons such as relocation, we will accept the change. Please reply to the "Your jewelry will be ready soon" email we sent before the product is completed, and let us know the new shipping address.
* As a rule, we do not accept shipments to accommodations, etc., to prevent issues such as loss or theft.
* Changing to certain regions may incur additional shipping fees.
* As a rule, we do not accept shipments to accommodations, etc., to prevent issues such as loss or theft.
* Changing to certain regions may incur additional shipping fees.
I would like to confirm my order details.
A: By clicking the "View Order" button in the automated email sent at the time of your order, you can check the details of your order.
* (For smartphones) In the details screen, the order details are generally collapsed. Please tap "Show Order Details / Enter Coupon ∨" to check.
- You can also check the details from the "View Order" button in the email we send after your order.
- You can also check from the link of the "Order Number (e.g., #1571)" mentioned in the order confirmation email, etc. In this case, you can view the details of your order by entering the email address you registered at the time of your order on the linked page.
* (For smartphones) In the details screen, the order details are generally collapsed. Please tap "Show Order Details / Enter Coupon ∨" to check.
- You can also check the details from the "View Order" button in the email we send after your order.
- You can also check from the link of the "Order Number (e.g., #1571)" mentioned in the order confirmation email, etc. In this case, you can view the details of your order by entering the email address you registered at the time of your order on the linked page.
Q: I haven't received an email from the store after placing my order
A: At our store, we will send several emails to customers who have placed an order, starting with an email titled "Order Confirmation (Auto-Reply Email)" and including emails such as "Order Confirmation Notice" until the product is delivered. If you do not receive an email from us within 2 business days from the date you placed your order, it is possible that the email we sent has been lost. We kindly ask you to set your email to receive emails from "cobaco.shop".
* There are many cases where emails cannot be delivered to ezweb addresses or mobile addresses that use a dot (.) or underscore (_) before the "@" symbol, as well as to customers using mobile addresses or free email services such as hotmail. If you have not received an email from us, please check your spam folder and contact us.
▼ For those who have not received an email from us
https://cobaco.shop/blogs/information/4949
* There are many cases where emails cannot be delivered to ezweb addresses or mobile addresses that use a dot (.) or underscore (_) before the "@" symbol, as well as to customers using mobile addresses or free email services such as hotmail. If you have not received an email from us, please check your spam folder and contact us.
▼ For those who have not received an email from us
https://cobaco.shop/blogs/information/4949
Q: There is no response from our store after the inquiry
A: In our store, we basically reply to all inquiries. There is a possibility that the email you sent did not reach us, so if you do not receive a reply from us within 3 business days after making an inquiry, please check your spam folder and contact us again.
*Please make sure to set your email to receive emails from "cobaco.shop".
*There are many cases where customers using mobile addresses or free emails such as hotmail cannot receive our emails. If you have not received any emails, please check your spam folder and contact us again.
▼For those who do not receive emails from our store
https://cobaco.shop/blogs/information/4949
*Please make sure to set your email to receive emails from "cobaco.shop".
*There are many cases where customers using mobile addresses or free emails such as hotmail cannot receive our emails. If you have not received any emails, please check your spam folder and contact us again.
▼For those who do not receive emails from our store
https://cobaco.shop/blogs/information/4949
Q: I received duplicate emails for credit card usage
A: After placing your order, if there is a change in the payment amount due to reasons such as changes in the order details, you may receive two emails from your credit card company: one for the "order time" and one for the "change time." Our store only processes the final payment based on the amount after the change, so there will not be any double billing. Please rest assured.
For detailed information regarding the usage emails, we kindly ask you to contact your credit card company.
For detailed information regarding the usage emails, we kindly ask you to contact your credit card company.
Q: Can I request the issuance of a receipt?
A: We will use the statement from your credit card company (customer copy) as a receipt. If you would like a separate issuance, please write "Receipt Request" in the remarks section of the cart at the time of your order. It will be delivered along with the product. (If there is no name or description provided, it will be issued in the name of the orderer and the product price.) If you contact us after delivery, we will send you a receipt PDF via email.
Q: Can you send me the delivery statement?
A: In order to promote paperless operations, we do not include invoices or similar documents with your delivery. If you would like to receive them, please indicate "Request for delivery invoice" in the remarks section of your cart at the time of ordering. If you contact us after delivery, we will send you a PDF of the invoice via email.
Q: I would like to see the jewelry in person, do you have a physical store?
A: We have an atelier in Kobe, Sannomiya. We accept reservations by appointment mainly on weekends. On Atelier Open Days, which are held irregularly, you can visit freely without a reservation.
Information about the atelier is updated regularly here.
Information about the atelier is updated regularly here.
About Membership Registration
Q: What happens when I register as a member?
A: By registering as a member, you can take advantage of the following benefits.
Point Benefits
Points are awarded based on the purchase amount for each purchase (1 point for every 100 yen). When you log in during your next shopping session, you can use your points at a rate of 1 point = 1 yen. Additionally, if you proceed to order after logging in as a member, you won't need to enter your name, address, etc. There are no membership fees or annual fees. Please register!
*Please note that if you register as a member after completing the purchase process, it will be considered a non-member purchase, and points will not be awarded.
*Points are awarded at the time "the shipping process from our store is completed."
*There is no expiration date for points.
Email Newsletter Distribution
We deliver information about new items and events 1 to 2 times a month. We will inform you about various plans, including member-only campaigns and novelty gifts.
You can change your subscription preferences at any time in your My Page.
Point Benefits
Points are awarded based on the purchase amount for each purchase (1 point for every 100 yen). When you log in during your next shopping session, you can use your points at a rate of 1 point = 1 yen. Additionally, if you proceed to order after logging in as a member, you won't need to enter your name, address, etc. There are no membership fees or annual fees. Please register!
*Please note that if you register as a member after completing the purchase process, it will be considered a non-member purchase, and points will not be awarded.
*Points are awarded at the time "the shipping process from our store is completed."
*There is no expiration date for points.
Email Newsletter Distribution
We deliver information about new items and events 1 to 2 times a month. We will inform you about various plans, including member-only campaigns and novelty gifts.
You can change your subscription preferences at any time in your My Page.
I want to check my points.
A: Members, please prepare your "email address" and "password" and log in from the "Login" screen. After logging in, you can check your points from the "Current Points" popup displayed at the bottom right of the screen. Points will be awarded "when the shipping process from our store is completed".
Q: What is the difference between points and coupons?
A: "Points" are a member-exclusive benefit that is granted when you make a purchase after registering as a member. Points do not have an expiration date.
"Coupons" are discounts applied by using a coupon code issued by our store at the time of purchase. Anyone who has a coupon code can use it, regardless of whether they are a member of our store. Please note that some coupons have an expiration date.
"Coupons" are discounts applied by using a coupon code issued by our store at the time of purchase. Anyone who has a coupon code can use it, regardless of whether they are a member of our store. Please note that some coupons have an expiration date.
Q: I made a purchase, but the points have not been reflected.
A: Points will be awarded "when the shipping process from our store is completed." (Points are not awarded in advance)
To check your points, please log in from the "Login" screen after receiving the "Your item has been shipped" email from our store. After logging in, you can check your points from the "Current Points" popup displayed at the bottom right of the screen.
Please note that if you register as a member after completing your order, points will not be awarded.
To check your points, please log in from the "Login" screen after receiving the "Your item has been shipped" email from our store. After logging in, you can check your points from the "Current Points" popup displayed at the bottom right of the screen.
Please note that if you register as a member after completing your order, points will not be awarded.
Q：会員登録しているがログインできなくなった（パスワードの再設定メールが届かない）
Ａ：当店は2023年10月にオンラインストアをリニューアルいたしました。その際、前サイトで会員登録されていた方全員に「アカウントの有効化手続き」についてのご案内メールをお送りしております。この有効化手続きをされていない場合、パスワードや保有ポイントなどの個人情報は、現サイトに引き継がれないままとなっております。
アカウントの引き継ぎの手順については、下記をご覧ください。
こちらのページ内にある「アカウントを作成する」より、あらためて会員登録をお願いいたします。
ご登録いただく際、以前のご登録メールアドレスと同じものをご使用いただきますと、自動的に前サイトでの保有ポイントが引き継がれる仕組みになっております。
※メールアドレスが変更になっている場合はアカウントの引き継ぎができません。誠に恐れ入りますが、あたらしくご登録をお願いいたします。（この場合、保有ポイントは引き継がれません）
ご不明な点などありましたらお問い合わせください。
アカウントの引き継ぎの手順については、下記をご覧ください。
こちらのページ内にある「アカウントを作成する」より、あらためて会員登録をお願いいたします。
ご登録いただく際、以前のご登録メールアドレスと同じものをご使用いただきますと、自動的に前サイトでの保有ポイントが引き継がれる仕組みになっております。
※メールアドレスが変更になっている場合はアカウントの引き継ぎができません。誠に恐れ入りますが、あたらしくご登録をお願いいたします。（この場合、保有ポイントは引き継がれません）
ご不明な点などありましたらお問い合わせください。
Q: I forgot my password
Q: I want to change the email address registered with my membership.
A: Due to system limitations, customers are unable to make changes on their own. We apologize for the inconvenience, but please contact us with the name of the registered member and the new email address you wish to register.
Q: I would like to proceed with the membership cancellation.
A: Please proceed using the form below.
▼Membership Cancellation Request Form
https://cobaco.shop/pages/delete-membership
▼Membership Cancellation Request Form
https://cobaco.shop/pages/delete-membership
Q: I want to unsubscribe from the newsletter
A: You can unsubscribe from the newsletter by clicking on "Unsubscribe" in the email newsletter.
About the item
Q: Can you make it in a size that is not listed in the selection?
A: We generally do not accommodate sizes outside of the standard sizes, but there may be cases where we can create them. For example, for a ring with [Supported Sizes #6 to #17, size adjustments up to ±1 size], you can generally consider that we can accommodate sizes up to [#5 to #18].
The basic supported sizes are proposed as "the maximum size range where the ring looks beautiful and maintains a perfect circle," including size adjustments. We cannot accommodate sizes that exceed the size adjustment. Additionally, sizes below 0 (negative sizes) cannot be created. Thank you for your understanding.
Q: How do you use the adjuster ring?
A: Our necklace chains come with an adjustable ring (a round loop) attached to the clasp side.
By passing this adjustable ring through the clasp, you can use it shorter by that amount.
By passing this adjustable ring through the clasp, you can use it shorter by that amount.
Q: Can you convert earrings into clip-ons?
A: Most of the earrings we make at our store are small and do not have a part to attach earring components, so they cannot be changed to earrings.
Q: Can I purchase just one earring?
A: We apologize, but except for items listed as single-ear sales, all products are sold as left-right pairs.
However, there are some types that can be handled if you have lost one side. Please contact us via the repair request form.
However, there are some types that can be handled if you have lost one side. Please contact us via the repair request form.
Q: I have a metal allergy, is it okay to wear this?
A: Generally, it is often summarized as "metal allergy," but the types of metals that actually cause reactions vary from person to person. The gold used in our jewelry contains various metals such as copper, silver, zinc, and palladium in addition to gold, so for those who are sensitive to these metals, there is a possibility that allergic symptoms may occur even with K18. Additionally, there are cases where reactions occur during the summer when sweating, prolonged use, or temporary reactions to other metals.
Since there are individual differences, it cannot be said definitively, but if you are concerned, please refrain from purchasing.
Furthermore, after purchase, if you feel any abnormalities on your skin or experience symptoms such as rashes, our store will not take any responsibility. Please stop using the product immediately and consult a specialist.
Since there are individual differences, it cannot be said definitively, but if you are concerned, please refrain from purchasing.
Furthermore, after purchase, if you feel any abnormalities on your skin or experience symptoms such as rashes, our store will not take any responsibility. Please stop using the product immediately and consult a specialist.
Q: The total length of the chain received is shorter (longer) than stated.
A: We carefully craft necklaces and bracelets to be as close as possible to the specified total length, but there may be some discrepancies during the assembly of each part. A tolerance of ±5mm is accepted. Thank you for your understanding.
Q: The colors of the same type of stone appear different, don't they?
A: When setting the jewelry, we select stones that are as similar as possible, but since all the stones used are natural, there may be individual differences in color and transparency. Additionally, the color may appear different due to the angle, the way it is set, and the stone absorbing the color of the metal. Thank you for your understanding.
Customization and Materials
Q: Can you make it with a different material? (e.g., change K18 to platinum, yellow gold to white gold, etc.)
A: We apologize. For all jewelry, we propose materials that we believe are most suitable for the design, so we do not accommodate such requests. Thank you for your understanding.
In particular, regarding the "birthstone rings made of silver/platinum," which we receive many inquiries about, we do not accommodate this at all due to reasons such as strength.
In particular, regarding the "birthstone rings made of silver/platinum," which we receive many inquiries about, we do not accommodate this at all due to reasons such as strength.
Q: Can I order with a different ring width?
A: We apologize, but we cannot accept any orders with changes to the width or thickness.
Q: Can I change the chain to a different type?
A: We apologize. For all jewelry, we do not offer customization as we propose the chain that we believe is most suitable for the design. Thank you for your understanding.
Q: Can the length of the chain be changed?
A: It can be changed in ±1cm increments. When ordering, please write your desired length, such as "Chain total length +3cm", in the remarks column of the cart.
Please note that additional charges vary depending on the type and length of the chain.
K10: 990 yen～
K18: 1,320 yen～
(Each including tax/per +1cm)
If you want to shorten it, please understand that we will charge the same amount as the regular length.
* If you wish to change the length after delivery, additional processing fees, etc. will be incurred. Please contact us from this page.
Repair/Aftercare
https://cobaco.shop/pages/repair
Please note that additional charges vary depending on the type and length of the chain.
K10: 990 yen～
K18: 1,320 yen～
(Each including tax/per +1cm)
If you want to shorten it, please understand that we will charge the same amount as the regular length.
* If you wish to change the length after delivery, additional processing fees, etc. will be incurred. Please contact us from this page.
Repair/Aftercare
https://cobaco.shop/pages/repair
Q: Can I change the number of stones?
A: We apologize. Customization and changes to the number of stones are not possible for any jewelry. Thank you for your understanding.
Q: Can I change the stone from diamond to birthstone?
A: We apologize. We do not accommodate requests as we propose stones that we believe are most suitable for the design of all jewelry. Thank you for your understanding.
Q: Can I change to a stone that is not listed in the birthstone list? (e.g., change moonstone to pearl, etc.)
A: We apologize. We do not accommodate requests as we propose stones that we believe are most suitable for the design of all jewelry. Thank you for your understanding.
Q: Can I place a full order or a customized order?
A: We apologize. We do not accept full orders that require creating from design or prototype. Please understand that we also do not accept production using your existing loose stones. Additionally, we cannot accommodate design changes to existing items (such as width changes or adding stone settings).
Repair and After-Sales Maintenance
Q: Can I request a repair?
A: Of course. Please check the details on this page.
Repair/Aftercare
https://cobaco.shop/pages/repair
Repair/Aftercare
https://cobaco.shop/pages/repair
Q: How do I take care of it?
A: Our jewelry is very delicate. Leaving it wet with sweat, etc., can cause discoloration and corrosion. After use, please gently wipe it with a soft cloth.
If you are particularly concerned about noticeable dirt on jewelry with birthstones, etc., we can also take care of it at our store, so please feel free to consult us.
We also have care products available at our store, so please make use of them.
https://cobaco.shop/collections/goods
If you are particularly concerned about noticeable dirt on jewelry with birthstones, etc., we can also take care of it at our store, so please feel free to consult us.
We also have care products available at our store, so please make use of them.
https://cobaco.shop/collections/goods
Q: Is it okay to keep the jewelry on?
A: For all jewelry, it is recommended to remove it each time to keep it looking beautiful for a long time.
In particular, for jewelry with stones, we recommend not leaving it on continuously and removing it each time. This is because it can lead to damage, such as stones cracking or falling out of their settings. Additionally, some stones are sensitive to moisture or prone to discoloration, so caution is necessary. However, for metal rings (without stones), it is generally fine to leave them on.
In reality, many people do leave their jewelry on continuously, and after delivery, we leave the decision up to you. We also offer maintenance services, so please feel free to use your jewelry regularly.
In particular, for jewelry with stones, we recommend not leaving it on continuously and removing it each time. This is because it can lead to damage, such as stones cracking or falling out of their settings. Additionally, some stones are sensitive to moisture or prone to discoloration, so caution is necessary. However, for metal rings (without stones), it is generally fine to leave them on.
In reality, many people do leave their jewelry on continuously, and after delivery, we leave the decision up to you. We also offer maintenance services, so please feel free to use your jewelry regularly.
Q: Is it okay to use alcohol disinfectant while wearing jewelry?
A: Applying alcohol disinfectant with strong antibacterial properties frequently is honestly not a very good condition for jewelry. Especially some birthstones are prone to discoloration and cracks, so we recommend removing them whenever possible during alcohol disinfection. However, we understand that it can be very difficult to take them off and put them back on while out and about. Therefore, please feel free to use them casually without worrying too much about it.
About baby rings
Q: Can I have a set delivered that includes a baby ring and rings other than a mother ring?
A: We can accommodate that. For example, if you purchase the Baby Ring_matte and the Birthstone Ring_milgrain (4 stones) together, we will deliver them set together in an original box for the baby ring. If you prefer separate packaging, please let us know in the remarks section of the cart.
Q: I want to know how to care for my commemorative plate because it has become dull.
A: The commemorative plate is made of brass, which has a property of oxidizing when exposed to air.
Where it is touched by hand, sebum remains, so (especially in summer) oxidation may proceed at a fairly fast rate. Additionally, even if it is not touched, oxidation will gradually progress over time due to aging.
We have summarized the care methods you can do at home in the blog below. Please take a look if you like.
▼Blog｜Care for Baby Ring Commemorative Plate
https://cobaco.shop/blogs/information/00004
Where it is touched by hand, sebum remains, so (especially in summer) oxidation may proceed at a fairly fast rate. Additionally, even if it is not touched, oxidation will gradually progress over time due to aging.
We have summarized the care methods you can do at home in the blog below. Please take a look if you like.
▼Blog｜Care for Baby Ring Commemorative Plate
https://cobaco.shop/blogs/information/00004
Q: Can a regular ring be made in baby ring size?
A: We are sorry, but we cannot create that. The only items we can prepare as baby rings are those in the "cobaco for baby" category. We cannot create birthstone rings such as Bithstone ring in baby ring size.
Q: Can I order only the commemorative plate or baby ring (single item)?
A: We do not accept orders for the commemorative plate only. Additionally, we do not accept orders for the baby ring without the commemorative plate.
Q: Can I customize the commemorative plate?
A: We apologize, but we cannot make any changes to the engraving content, engraving position, or design layout outside of the template. We also do not accept changes to materials or shapes. Thank you for your understanding in advance.
We have items that support engraving on the inside of the baby ring as an option. If you would like to have a message or other engraving, please feel free to use this option.
If there are items you do not wish to have engraved, please write "none" in the relevant field. We will handle it in a way that does not include engraving in the applicable section.
We have items that support engraving on the inside of the baby ring as an option. If you would like to have a message or other engraving, please feel free to use this option.
If there are items you do not wish to have engraved, please write "none" in the relevant field. We will handle it in a way that does not include engraving in the applicable section.
About engraving
Q: Can I have engraving done on any jewelry?
A: No, only rings can be engraved.
We support engraving on all currently sold rings, including those around 1mm in width.
*However, engraving on 1mm width rings and the inside of baby rings will result in very small characters.
If you wish to have engraving, please select "Wish" in the "Engraving" section of the cart options on the item detail page and enter the engraving content.
- Up to a maximum of 20 half-width characters can be engraved on the inside of the ring.
- Supported fonts: Alphabet and numbers *Kanji, Hiragana, and Katakana are not allowed.
- Half-width spaces are counted as one character.
- Symbols such as hearts are treated as full-width and correspond to two half-width characters.
- You can refer to the available symbols in the engraving content entry field.
- You cannot choose the font.
- We do not proofread the engraving content at our store. Any errors in representation are the responsibility of the purchaser. Please understand this in advance.
< Engravable Symbols >
- Full-width symbols
☆ ♡ ＊ △ □ ◇ ◯ ◎ × ∞ ♪ 〜
- Half-width symbols
& . , / _ : ; • + - = ! ? " ' ( ) @ # ^
*Character-dependent characters (such as emojis) and accent marks are not allowed.
We support engraving on all currently sold rings, including those around 1mm in width.
*However, engraving on 1mm width rings and the inside of baby rings will result in very small characters.
If you wish to have engraving, please select "Wish" in the "Engraving" section of the cart options on the item detail page and enter the engraving content.
- Up to a maximum of 20 half-width characters can be engraved on the inside of the ring.
- Supported fonts: Alphabet and numbers *Kanji, Hiragana, and Katakana are not allowed.
- Half-width spaces are counted as one character.
- Symbols such as hearts are treated as full-width and correspond to two half-width characters.
- You can refer to the available symbols in the engraving content entry field.
- You cannot choose the font.
- We do not proofread the engraving content at our store. Any errors in representation are the responsibility of the purchaser. Please understand this in advance.
< Engravable Symbols >
- Full-width symbols
☆ ♡ ＊ △ □ ◇ ◯ ◎ × ∞ ♪ 〜
- Half-width symbols
& . , / _ : ; • + - = ! ? " ' ( ) @ # ^
*Character-dependent characters (such as emojis) and accent marks are not allowed.