FAQ

About the product

Is COCONO dairy free?
Yes, absolutely. COCONO coconut yoghurt is produced in a dairy-free factory using coconut milk, vegan probiotics and natural kanten.
I’m vegan – can I eat your coconut yoghurt?
COCONO coconut yoghurt is 100% plant-based and doesn’t contain any animal products. We also ensure that our coconut milk is harvested without the use of any animal labour!
What is the shelf-life of COCONO coconut yoghurt?
Please refer to the product page. We recommend our customers to consume COCONO coconut yoghurt within five days of opening.
Does COCONO use any artificial colours, flavours or preservatives?
Absolutely not – we don’t add any of these ingredients to COCONO coconut yoghurt.
Do you add any sugar to COCONO products?
We don’t use any refined sugars when making COCONO coconut yoghurt.
If you have any other questions – just send us a message to info@coconotokyo.com and we will get back to you ASAP.

Shopping Guide

What should I do if I don't receive the product I ordered?
Please check the shipping completion email and check the tracking number of the shipping company for shipping information. Also, please make sure that you have not set a later date in your desired delivery date. If the problem persists, please contact us with your order number, first and last name, email address, and phone number for further assistance.
info@coconotokyo.com
Can I cancel my order?
If you wish to cancel your order, please contact us promptly at this email address with your order number, first and last name, email address and phone number. Cancellations will not be accepted once the order has gone through a certain shipping process.
info@coconotokyo.com
I forgot to enter the coupon code. Can I apply it later?
Due to system reasons, coupon codes cannot be applied to orders after payment has been completed.
Can I change my payment method?
Please note that you cannot change the payment method after the payment is completed. Please understand beforehand.
Is it possible to get a refund for the product?
For more information, please click here.

About subscription services

Where can I find my membership account information to check the status of my subscription to the regular delivery service?
You can check by logging in to your member account login page here.
※You will need to log in with the email address you entered when you purchased your subscription.

If you have not yet created an account, please click the "Create Account" button on this page and create an account using the email address you entered when you purchased your subscription.

If you are unsure of your membership account information or have trouble logging in, we will check your account information and send you an email invitation to log in to your account, if necessary, please include your "full name," "order number," "order date," "product name," "email address from subscription purchase," "phone number," and message" and send it to info@coconotokyo.com.
Selecting the above e-mail address will launch the mailer with the required information.
Is there a minimum duration for the subscription service?
The subscription service is offered at a reduced price in exchange for continued use, and a minimum of three consecutive visits is required.
Can I change my credit card for the subscription service?
Please login to your account login page hereand change your credit card from「定期購買一覧」→「詳細を確認する」→「お支払い方法 クレジットカード」→「変更」.
Can I change the delivery date for the regular delivery service?
If the delivery date is inconvenient for you, please inform the delivery company of the tracking number you will receive via e-mail after the product is shipped and change the delivery date and time. Please note that even if you change your pickup date and time using your shipping carrier's tracking number, your next delivery date will be the date designated by COCONO according to the 3-week cycle production schedule.
Can I change the quantity of my subscription service?
You can make changes by logging in to your account login page here.
Can I skip my next delivery?

You can make changes by logging in to your account login page here.
Please note that the skip button will not appear if you have not met the minimum number of times you wish to continue.

Can I pause my subscription?

You can make changes by logging in to your account login page here.
Please note that the pause button will not appear if you have not met the minimum number of times you wish to continue.

How do I cancel the subscription service?

info@coconotokyo.com

Please contact us at the above e-mail address with the following required information.
Selecting the above e-mail address will launch the mailer with the required information.

  • ・Your full name）
  • ・E-mail address for subscription purchases
  • ・Product Name
  • ・Reason for Cancellation

Our department in charge will complete the cancellation procedure. After the procedure is completed, you will receive an e-mail confirming the completion of the cancellation.
Please contact us at least 6 days prior to the next scheduled delivery date.