User Guide

Thank you for visiting the C'est du nanan online store.
We have compiled all the information you need to shop with ease and confidence.

About Our Products

Our online selection may differ from what is available in our physical stores, and certain items may be offered only during particular seasons. As each sweet is crafted by hand using the finest ingredients, slight variations in shape and size are a natural part of the artisan process.

Delivery Dates

• Orders are dispatched as each item is completed.
• Preferred delivery dates may be requested from 7 days after your order date. If you require delivery sooner, please contact us via the enquiry form before placing your order — we will do our best to accommodate you.
• If no date is specified, delivery will be made within the window indicated on the product page.
• Please note that weather or traffic conditions may occasionally cause delays. We appreciate your understanding.
• During peak gifting seasons — including Chugen, Seibo, Obon, year-end, and New Year — delivery date availability may be limited.
• If you are unavailable at the specified time and we are unable to reach you, or if the storage period expires, the parcel will be returned to us. Due to the perishable nature of our products, we are unable to offer refunds or re-delivery in such cases. We kindly ask for your understanding.

Shipping Methods, Fees & Delivery Destinations

[Shipping Method]

• All orders are delivered via Yamato Transport or Sagawa Express.
  
• We are unable to accept cancellations or changes after an order has been placed. We ask for your kind understanding.
• For any questions or special requests, please feel free to contact us.

[Standard Shipping Rates] (Room temperature / Tax included)

• Cool delivery (refrigerated/frozen): an additional ¥330 (tax included) is added to the above rates.
• Orders containing items requiring different temperature zones will be shipped separately, with individual shipping fees for each.
• Orders totalling ¥30,000 or more qualify for 50% off the shipping fee per parcel.
• Shipping costs are calculated automatically and displayed at checkout before your order is confirmed.

※ Items requiring different temperature zones cannot be shipped together. Each temperature zone requires a separate delivery.
(Purchasing a frozen item together with a refrigerated item, for example, will incur shipping fees for two separate parcels.)

Cool Delivery Period
◆ Applicable Period: Shipments from June through mid-October
As delivery vehicles can reach very high temperatures in summer, all orders shipped between June and mid-October will be sent via cool delivery (+¥330) unless room-temperature delivery is specifically requested.

[Shipping Rates for Tokyo-Exclusive Items] (Room temperature / Tax included)

• Orders totalling ¥30,000 or more qualify for 50% off the shipping fee.
• Shipping costs are calculated automatically and displayed at checkout before your order is confirmed.

[Delivery Destinations]

• Our system is currently unable to support multiple delivery addresses in a single order. We kindly ask you to place separate orders for each destination.
  If you have a large number of delivery addresses, please contact us via the enquiry form and we will be happy to assist.
• For gift deliveries, please use credit card payment or bank transfer.
  When using [Shop Pay] or [Google Pay], it is not possible to enter separate details for the recipient and the sender.

Payment Methods

• We accept credit card payment and bank transfer.
• For bank transfer, account details will be provided after your order is placed.
  If payment is not confirmed within 14 days of the order date, the order will be cancelled.
• ※ Regarding [Express Checkout]
  If the recipient and sender are the same person, you may pay using [Shop Pay] or [Google Pay].

Gift Wrapping, Noshi & Mizuhiki

• All items, with the exception of simple home-use packaging, are beautifully wrapped as gifts. Unless a specific preference is noted, we will use a red-and-white half-wheel knot (katawagusuri-musubi), appropriate for a wide range of celebratory, grateful, and greeting occasions.
  Suitable as both a casual gift and a formal presentation.
• The design and appearance of our wrapping may be updated without prior notice. We appreciate your understanding.
• For specific preferences regarding noshi paper (kakegami) or mizuhiki ribbon, please enquire here.

　　Message Cards

• If you would like to include a message card or letter, please send it to our Usa atelier and we will enclose it with your order.
  ※ Please note this in the remarks field at checkout, and send your card by a traceable delivery method to arrive at least one week before your desired delivery date.

Returns & Cancellations

• As all items are made to order after purchase, we are unable to accept cancellations or changes once an order has been placed. If you need to make changes, please contact us as soon as possible.
• We are unable to accept cancellations or exchanges after a parcel has been dispatched. We ask for your kind understanding.
• We take every care in the preparation of our products, but should you receive an item with a defect, please contact us as soon as possible and we will arrange a replacement.
  As our products are perishable foods, we are unable to respond to enquiries received more than one week after delivery. We appreciate your understanding.

Ingredients & Allergen Information

• Full ingredient lists are available to view on each product page and on our website.
• We label our products based on the 28 specific allergens designated in Japan:
  [Shrimp, crab, wheat, buckwheat, eggs, milk, peanuts, almonds, abalone, squid, salmon roe, oranges, cashew nuts, kiwi fruit, beef, walnuts, sesame, salmon, mackerel, soybeans, chicken, bananas, pork, matsutake mushrooms, peaches, yams, apples, gelatin]
• Among these 28 items, the following ingredients are never used in or brought into our atelier:
  [Shrimp, crab, wheat, buckwheat, peanuts, abalone, squid, salmon roe, beef, salmon, mackerel, chicken, matsutake mushrooms]
• Beer and barley-based spirits are also never used or brought in.
• The following ingredients from the 28 designated allergens are used in products made in our atelier:
  [Eggs, milk, oranges, cashew nuts, almonds, kiwi fruit, walnuts, sesame, soybeans, bananas, peaches, yams, apples, gelatin]

FAQs

• Regarding allergens
  Allergen information for all 28 designated items is listed on each product page. However, as other confections are also made within the same facility, guests with severe sensitivities are encouraged to contact us directly.
  Wheat and wheat gluten are never brought into our atelier.
• Changing the contents of assorted gift sets
  We will do our best to accommodate requests — please enquire before placing your order. We will respond promptly, though please note that additional preparation time may be required.
• Receipts
  A receipt link will be sent to you by email. If you require a different payee name or other changes, please note this in the remarks field. A PDF receipt will be sent after your order is dispatched.
• For large or bulk orders, please contact us directly — we will provide personalised assistance.
  Custom orders, branded imprinting, and personalised engraving are also available.
• For any other enquiries or requests, please feel free to contact us.
  
  

Contact

Email: info@c-nanan.com