Q&A
If you have any questions about Live2D models or streaming materials, you can find the answers here.
Ordering and purchasing procedures
I haven't received my order confirmation email, what should I do?
If you do not receive the "Order Confirmation Email" that is automatically sent after completing your order, please check the following points.
1. Has the email been sorted into your spam folder?
2. Check that the email address you registered is correct.
3. In your email receiving settings, add our shop's domain (e.g., @t.shopifyemail.com) to your allow list.
If the issue persists even after checking the above, please contact us using the [Inquiry Form] .
I ordered the wrong item. Can I change it?
Most of the products in our shop are one-of-a-kind. Also, since the download link is sent immediately after purchase, we cannot accept any changes after the order is confirmed. Thank you for your understanding.
Is there a way to check the contents of my order?
Please check the details of your order in the order confirmation email.
I didn't see a confirmation screen after placing my order. Is my order complete?
If your order has been successfully completed, an "Order Confirmation Email" will be sent to the registered email address. If you do not receive the email, please check your spam folder or contact us using the [Inquiry Form] .
Can I return or cancel my order?
As Live2D models and IRIAM character models are digital data, returns and cancellations are not accepted as a general rule.
In addition, as a general rule, we do not offer refunds for cancellations of custom-made orders. For details, please see our shop's Terms of Use .
Can minors purchase it?
When purchasing products, minors must obtain the consent of their legal guardian (legal representative) (Article 5 of the Civil Code). Furthermore, under our shop's Terms of Use , minors are strictly prohibited from purchasing products without consent. If you cannot obtain the consent of your legal guardian, you will not be able to purchase products, so please refrain from purchasing products alone if you are a minor.
Can I change my payment method after I've placed an order?
Unfortunately, we cannot change the payment method after an order has been completed. The payment method will be the one selected when placing the order, so please check and use it at the time of purchase.
Can I purchase multiple models?
Yes, there is no problem with owning multiple models . Please enjoy using a variety of models. However, if you purchase too many models, we may contact you to investigate the possibility of resale or fraudulent use . We hope you will enjoy the game within the scope of legitimate use.
Payment
Can I use a credit card?
Yes, you can. The following credit card brands are accepted.
- Visa
- Mastercard
- JCB
- American Express
The following payment methods are also available:
- PayPal
- Convenience store payment
- Paid (postpaid)
- PayPay
- Pay-easy
- Bank transfer
Please choose your preferred payment method.
Do I pay for the product in advance or later?
As a general rule, all products, including custom-made items, must be paid for in advance . This is because the majority of the products sold in our shop are digital.
I would like to reserve a custom order, when should I make payment?
Advance payment is required when reserving a custom-made item. The production schedule will be confirmed once payment is complete. Therefore, the schedule may differ from the one presented at the time of the estimate, so please be sure to confirm the schedule before making payment.
Can I use PayPay?
Yes, YamaokaSunoSHOP is a PayPay affiliated store, so you can use PayPay.
Is it really impossible to pay later?
Unfortunately, our shop does not offer deferred payment. However, by using Paidy (a deferred payment service), you can manage your own payment dates. For detailed instructions on how to use the service, please refer to the Paidy User Guide (external website).
Do you accept installment payments by credit card?
Our shop does not accept installment payments with credit cards . If you wish to pay in installments, please purchase the item in full and then contact your credit card company, or change your payment plan to installment payments from your card company's My Page. Please note that you will be responsible for any fees for installment payments .
If a receipt is required for corporate use, can one be issued?
Yes, if you require a receipt for corporate use, etc., we can provide you with a receipt in PDF format. If you require a receipt, please contact us using the [Inquiry Form] .
Can you issue an invoice number?
We are sorry, but our shop does not issue invoice numbers.
About production using custom-made or planning packages
Can I request a custom-made item?
Yes, we accept custom orders. Estimates are always free, so please feel free to contact us using the [Inquiry Form] .
How does the production process work?
The production process will be carried out through a Discord server designated by our shop. All communication, including progress updates and meetings, will be conducted within Discord.
After payment is complete, the Discord server participation URL will be sent to your registered email address, so please check the details before joining.
After you have completed your participation, the creator in charge will contact you, so please continue with the production.
Do I need to provide reference images or descriptions with my request?
Yes, we can provide reference images, text explanations, or discuss over the phone . The more specific your request, the smoother the production will proceed, so please provide the details in the way you prefer.
Basically, you can choose between chat and phone calls, so even those who are not comfortable making phone calls can feel at ease when requesting our services.
Can I change the person in charge mid-way?
Unfortunately, we cannot change the person in charge . Once assigned, the person in charge will be responsible for handling the matter until the end.
As a general rule, we will not change the person in charge, except in unavoidable circumstances such as sudden illness of the person in charge.
If there are any changes, the administrator will contact you.
Can I place additional orders while requesting a planning package?
Yes, you can add more content to an ongoing package if necessary, but this will incur additional charges.
Is it possible to request derivative works?
Unfortunately, we cannot accept requests for derivative works . We only handle original works, so please refrain from requesting derivative works.
Is it okay to order just an illustration?
Yes, we also welcome orders for illustrations only . We also accept requests for character portraits, illustrations for singing videos, and other illustrations, so please feel free to contact us. For more information, please contact us using the [Inquiry Form] .
When will the results be published?
The timing of publishing the results will vary depending on the creator. This depends on the creator's rights to publication and display name, so we cannot give a general answer as to when the results will be published. However, if they are published, they will be published when the purchaser posts them on social media, etc., or 60 days after delivery, whichever comes first.
What if I don't want my work to be published as my achievements?
If you do not wish to have your track record made public, please let us know when requesting a quote. If you let us know in advance, we will coordinate with the creator and make sure that your track record is not made public. However, as production track records are very important to creators, there will always be an additional charge if you choose not to make your track record public. Please contact us for more information.
Do you have a creative portfolio?
You can see each creator's portfolio below.
Can I only choose one person to be in charge?
No. It is possible to nominate multiple people. Character designs are easily shared within the shop, so customers can feel safe making requests to multiple people.
Example: Live2D is handled by A, icon illustrations by B, etc.
Can I request a name logo?
We have creators with design experience, so we can accommodate your request. Please contact us for more details.
I want to create a Live2D model, but I don't have much of a budget.
We can also accept consultations regarding the creation of Live2D models within your budget.
In that case, please feel free to contact us via LINE for smooth communication.
We will find the right person to fit your budget.
*Depending on the content, it may exceed your budget.
Regarding installation and updates of purchased products
If I have difficulty installing a Live2D model, can I get support?
Yes, if you are having difficulty installing the Live2D model, you can purchase an "Installation Assistance Ticket." By purchasing this ticket, you will receive support for installing the Live2D model through screen sharing and calls on Discord. For details and to purchase, please see this link.
Can you help me with how to install it on OBS?
We do not provide dedicated support for how to set up OBS, but if you have time left over when using an installation assistance ticket, we can provide a brief explanation. However, since we do not provide support primarily focused on setting up OBS , please refrain from purchasing a ticket for the purpose of setting up OBS.
Is deployment to IRIAM supported?
We do not provide support for installing IRIAM . Please follow the instructions in the app to load and use the illustrations you have purchased. Please note that the character images you have purchased are provided in the version most suitable for use with IRIAM, so you can expect them to run smoothly.
How can I get support if I encounter problems using a Live2D model?
For basic troubleshooting, please refer to the official Live2D help page or community. If you are unable to resolve the issue with the model after referring to these, please contact us through our shop's [Inquiry Form] and we will provide support to the extent possible.
Please note that we cannot assist with any issues other than those related to the Live2D model (such as PC issues or interpersonal issues).
Can I request updates or corrections to a Live2D model?
However, we can accommodate requests for model updates or corrections, but there will be an additional fee. If corrections are required, please contact us using the [Inquiry Form] . We will provide a quote based on the content.
Can I use Live2D models without a PC?
Yes, you can use Live2D models on an iPhone . We have also prepared an explanatory video on how to set it up, so please take a look at this video (YouTube link). The video provides detailed instructions on how to set up your iPhone, so you can get started smoothly.
About Accounts
Do I need to register as a member?
You can make purchases without registering as a member, but by registering as a member, you will be able to make smoother purchases from the next time onwards and check your purchase history.
I don't know how to log in. What should I do?
Please enter the email address you used last time. A verification number will be sent to your registered phone number, so you can log in by entering it. If you do not know your email address, you will need to re-register.
How can I unsubscribe from the email newsletter?
If you wish to stop receiving our email newsletter, please click "Unsubscribe" at the bottom of the newsletter.
I forgot my password, what should I do?
If you have forgotten your password, please follow the "Forgot your password?" link on the login page. Instructions for resetting your password will be sent to your registered email address.
Where can I check my purchase history?
You can check your purchase history from My Page after registering as a member and logging in. If you are not a member, your purchase confirmation email will serve as your purchase history, so please keep it safe.
If I purchase without logging in, can I register as a member later?
Yes, even if you make a purchase without logging in, you can register as a member later. Please note that in this case, your past purchase history will not be reflected in the new account.
Do you store my credit card information?
For security reasons, your credit card information is not stored on our system. You can enter it each time you make a purchase, or pay securely through a payment service (e.g. Shopify Payments).
Delivery time and shipping
How long does it take to deliver custom-made products?
The delivery dates for custom-made products are set for each product, and must be confirmed in advance. Please note that these dates may vary slightly depending on the progress of the order and the schedule of the person in charge.
Do you deliver goods?
As a general rule, our shop does not deliver physical goods . Please note that we only deliver merchandise items, and do not deliver data on USB memory sticks or discs . All digital products are delivered online.
What is the delivery period for the Live2D character images for IRIAM?
For some IRIAM character portrait products, the Live2D data will be delivered within the number of days specified on the product page. Please check each product page for details.
How long does it take to deliver the packaged products?
The number of days required for delivery of special package products is listed on the product page as a guide. However, this may vary depending on the progress of the project and other factors, so please be sure to check before purchasing.
How do I receive the digital data of the product?
Digital products can be received by regular email or via a dedicated download link. Details on how to receive your digital product will be sent to you via email after your order is completed, so please check that email.
Can I check the delivery status of my product?
For merchandise deliveries, we will provide you with a tracking number after shipping. You can check the delivery status on the website of each delivery company. Digital products do not require tracking and cannot be tracked.
Can you shorten the delivery date?
Although there will be an additional fee, many creators can accommodate this request. However, there may be times when we are unable to accommodate your request, so if you need materials urgently, please let us know and contact us via the inquiry form .
If you contact us via LINE , we can respond on the same day.
Copyright and Rights
What about copyright?
As a general rule, the copyright of the models and illustrations created belongs to the creator. If you wish to transfer or purchase the copyright, please contact us using the [Inquiry Form] .
Can copyright be transferred?
Yes, copyright can be transferred. If you wish to transfer copyright and moral rights, additional fees may be charged depending on the person in charge. For details, please contact us via the [Inquiry Form] . We will inform you of the transfer conditions individually.
Can it be used commercially?
Permission for commercial use varies depending on the product and the contract. Please check the scope of use listed on the product page and determine whether commercial use is permitted. For custom-made products, you can also directly confirm with the person in charge. For any other details or questions, please contact us using the [Inquiry Form] .
Is it okay to modify and use the materials for distribution?
Any modification of credited materials requires permission from the creator, the copyright holder. If you wish to modify or alter the materials, please check the scope of use and permitted matters listed on each product page, and if you are unsure whether your modifications exceed the scope of use listed on the product page, please obtain permission as necessary. Modifications made without permission may constitute copyright infringement.
Can I transfer the illustrations and models I purchase to someone else?
Secondary transfer of purchased illustrations or models is prohibited in principle. The license is for use only by the purchaser. If you wish to transfer or share them, you must first contact the creator or our shop and obtain permission. For details, please contact us using the [Inquiry Form] .
Can I post my creations on social media, YouTube, etc.?
As a general rule, guidelines for publishing vary by product, but we have established terms of use to ensure that you can enjoy using the content within the scope of normal use, so please check the product page and the contract details. If you wish to publish content for commercial use or monetization, please also check the terms for commercial use.
Can you prepare a detailed copyright agreement?
Yes, we can prepare a contract regarding copyright and usage rights as necessary. Please contact us via the [Inquiry Form] for details on the contents and conditions of the contract. A separate administrative fee will be charged when preparing the contract, so please check this and other details.
Can I ask another artist to create a character for me?
Yes, in principle, you can request work from creators outside of the SHOP. When making a request, please let us know that you have an original author. (This will help avoid any future issues.)
However, please note that the Terms of Use prohibit the creation of new Live2D or 3D models from the character design of a Live2D model. In such cases, prior permission from the designer is required.
Can I use the IRIAM character portrait on other platforms or apps?
The character portraits you purchase can be used on platforms other than IRIAM, but they may not function properly depending on the specifications of each platform. Please check the requirements of your platform before using them.
I belong to the IRIAM agency. Can I purchase a portrait?
Yes, there is no problem with purchasing. However, since the terms and conditions differ depending on the IRIAM agency you are affiliated with, you can avoid any problems later by checking in advance how you will be handled when using the service after purchase.
It is important to confirm whether the character image being used is being used under the rights of IRIAM Office or under the rights of the purchaser.
Security and Privacy
How do you handle personal information?
Our shop strictly manages your personal information and does not provide it to third parties. Please refer to our Privacy Policy for details on how we handle personal information. Your information is protected safely and appropriately, so please use our service with peace of mind.
How is my payment information protected?
Our shop uses SSL encryption technology to protect your payment information. Your payment information, such as your credit card number, is not stored in our shop and is securely processed through a payment processing company, so you can enjoy shopping with peace of mind.
How long is my information stored after a purchase?
Your purchase history and customer information will be managed appropriately in accordance with our Privacy Policy. Information will be retained for as long as necessary and processed for legal requirements and operational reasons. For more information, please see our Privacy Policy .
If I request a custom-made item, will my personal information be passed on to the creator?
No, your personal information, including payment information, will not be shared with the creator . All communication regarding the production of your custom order will be conducted through the Discord account designated by our shop. Therefore, the only information shared with the creator is the Discord account name you set up. All other personal information is strictly protected, so please use our service with confidence.
others
Can you give me the creator's contact information?
Unfortunately, we are unable to provide contact information for creators. Please understand that we cannot provide contact information other than that which has been made public.
I contacted the creator directly on social media but haven't received a reply. What should I do?
Some of our partner creators do not accept contact via social media or direct contact. For quotes or requests, please feel free to use our [Inquiry Form] .
My contact person won't follow me back on social media. Does that mean they don't like me?
That information alone cannot determine whether the creator dislikes you. Our shop neither affirms nor denies the so-called Vtuber mom and dad culture. Social media management and following are entirely up to the creator's discretion. What's important is that the creator in charge is serious about creating your work, and that you are enjoying using their creations. Enjoy the creator's work!
Will the product be restocked?
Most of the items in our shop are one-of-a-kind, so we generally do not restock items that have sold out.
However, for special products and other items that are scheduled to be restocked, you can use the "Restock Notification Button" displayed on the product page. Please register to receive notifications when the product is back in stock. Planned restocks of special package products will be announced on the website or on the creators' social media accounts.
Please note that we are unable to provide individual information regarding restocking.
*Please note that due to the nature of the site, the restock button will be displayed even for items that are not expected to be restocked.
How can I contact you?
For inquiries, please contact us using the [Inquiry Form] or send us a message on our official LINE . We will usually respond within 3 business days.
*You must register as a friend to use the official LINE account.
Is there an official LINE account?
If you would like to contact us via LINE, please register as a friend here .
I had placed a custom order, but I forgot to check it. Can I resume it?
Unfortunately, if we have not heard from you for more than a month since your last contact , the project will be treated as completed in accordance with our terms of use. Therefore, we will not be able to resume work. Please also note that we will not be able to offer refunds in this case.
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