Macadamia Nut Selection

When will my order arrive?

Select a delivery dateat least six days after your order date.

If you do not select a delivery date, we aim to get your order to you as soon as possible anddispatch it within five daysof ordering.

Dispatch and delivery times may vary depending on your area and order volume.

Can I change my delivery date or time?

As a rule, delivery dates and times cannot be changed once an order is confirmed.

Please check your preferred delivery date and time when placing your order.

Can I check my shipping status?

Once your order is dispatched, delivery is handled by the carrier.

For questions about your shipping status, please contactinfo@coconutglens.jpfor assistance.

Can I change my order?

As a rule, items, quantities and delivery addresses cannot be changed once an order is confirmed.

Please check your order carefully before proceeding.

Can I cancel my order?

As we begin preparing orders promptly, we cannot accept cancellations for personal reasons.

Please check your order carefully before proceeding.

Where do you deliver?

We deliver throughout Japan, excluding some remote islands.

How much is shipping?

Shipping depends on your order and delivery address. It is calculated automatically when you enter your address at checkout.

For orders containing multiple products, the system may charge more than the actual shipping cost. If the items can be shipped together, we will refund the difference after dispatch.

Can I ship to multiple addresses?

Yes, but you cannot specify multiple addresses in a single order. Please place a separate order for each address.

Receiving Your Ice Cream

Once ice cream has melted, refreezing will not restore its original quality or flavor.

We recommend selecting a delivery date and time when someone will be available to receive it.

For gifts, please check the recipient’s availability.

Place your ice cream in the freezer promptly after delivery.

What if I am not home for delivery?

If you will be unavailable after dispatch, contact the carrier promptly and arrange to receive your order within their holding period.

As these are frozen products, the carrier cannot hold them beyond its storage deadline.

Can an order returned due to prolonged absence be resent?

If an order is returned due to prolonged absence, refusal of delivery, an incorrect address or another customer-related reason,you will be responsible for the actual return and reshipping costs.

We can resend items only after inspecting them and confirming that their safety and quality are suitable. Depending on their condition, reshipping may not be possible.

If an item deteriorates because it could not be delivered for a customer-related reason and can no longer be resent, we generally cannot provide a refund or free replacement. If you would like a new item sent, we will advise you of the merchandise and shipping costs separately.

We will explain any additional charges and obtain your agreement before making arrangements.

If the problem is not your responsibility, such as an incorrect shipment, a delivery instruction we failed to apply or a delivery accident, we will review the circumstances and assist. You will not be asked to pay costs resulting from our error.

For details and effective dates, please see ourShipping PolicyandRefund Policy.

Where do I enter a coupon?

If you have a coupon code, enter it on the payment screen at checkout.

Please confirm that the discount is applied before placing your order.

Can I apply a coupon after ordering?

Coupons cannot be applied after an order is completed.

My coupon code is not working.

Coupons may have conditions such as an expiry date, eligible products or a minimum purchase amount.

If you have checked the code and its conditions and still need help, please contactinfo@coconutglens.jpfor assistance.

Can I send an order as a gift?

Yes. We can send gifts to an address different from the purchaser’s.

Enter the recipient’s delivery details when placing your order.

Will anything showing the price be included?

Standard orders include a delivery note or other documents showing merchandise prices.

Gift Setsorders do not include documents showing prices.

Are gift boxes and message cards available?

Gift boxes and message cards are available with eligibleGift Setspurchases only.

Can I choose a delivery date and time?

Yes. You may select a delivery dateat least six days after your order dateor later.

We recommend specifying a delivery date and time so your gift can be received safely.

Can I return or exchange an item?

We cannot accept returns or exchanges for personal reasons.

Please check your order carefully before confirming your purchase.

What should I do if there is a problem with my order?

If an item is faulty, incorrect or damaged, whether or not it has been used, please contact uswithin seven days of deliveryatinfo@coconutglens.jpas soon as possible.

Please provide your order number and details of the problem. We may ask for photographs of the item and packaging.

We will review the situation and arrange an appropriate solution, such as a replacement or refund.

If a return is needed, contact us first so we can explain how to send the item back.

Will I have to pay shipping for a faulty item?

We cover return and replacement shipping costs when the problem is our responsibility, such as an initial defect or an incorrect shipment.

If we cannot provide the same item, we will issue a refund.

Can I return or get a refund for an order returned due to prolonged absence?

Orders returned due to prolonged absence, refusal of delivery, an incorrect address or another customer-related reason are not covered by our standard return and exchange arrangements.

You will need to pay the actual return and reshipping costs. We can resend items only after confirming their safety and quality.

If items deteriorate because they could not be delivered for a customer-related reason, we generally cannot offer a refund or free replacement. We will advise the merchandise and shipping costs separately if you would like new items sent.

We will explain any additional charges and obtain your agreement before making arrangements.

If the issue is not your responsibility, such as an error on our part or a delivery accident, we will review the circumstances and assist.

For details and effective dates, please see ourRefund Policy.

What flavors do you offer?

Our seven classic flavors are:

• Original Coconut
• Vanilla
• Chocolate
• Pistachio
• Coffee toffee
• Banana rum raisin
• Ginger lemongrass

We also introduce seasonal flavors throughout the year.

About Our Ingredients

We use organic ingredients for our base, including coconut milk and cane sugar.

For other ingredients, we select what best suits each flavor, with care for quality, safety and taste.

Ingredients

Each cup contains 80ml.

Original Coconut
Organic coconut milk (Vietnam), organic cane sugar, spirits, roasted coconut

Pistachio
Organic coconut milk (Vietnam), organic cane sugar, pistachios, spirits

Banana & Rum Raisin
Organic coconut milk (Vietnam), organic cane sugar, bananas, raisins, spirits

Vanilla
Organic coconut milk (Vietnam), organic cane sugar, spirits, vanilla beans

Chocolate
Organic coconut milk (Vietnam), organic cane sugar, organic cocoa powder, organic chocolate, spirits, liqueur

Ginger lemongrass
Organic coconut milk (Vietnam), organic cane sugar, lemongrass, ginger, spirits

Coffee toffee
Organic coconut milk (Vietnam), organic cane sugar, coffee beans, liqueur, toffee

Chai
Organic coconut milk, organic cane sugar, tea leaves, cardamom, cinnamon, ginger, mace, black pepper, cloves, nutmeg, spirits

Roasted Pineapple & Fig
Organic coconut milk, organic cane sugar, pineapple, figs, lemon, vanilla beans, spirits

About Alcohol

Some flavors contain spirits for flavoring. They are heated during production to evaporate alcohol.

Complete removal of alcohol is not guaranteed.