FAQ
Q: Can I return or exchange products?
A: This website does not accept returns or cancellations for personal reasons such as incorrect ordering, the wrong size, or the product being different from what you expected after opening the package.
Please be sure to check your order details carefully before proceeding to confirm your order.
[Return and exchange conditions]
We cannot accept your application if any of the following conditions apply:
・Returns and exchanges due to misjudgment due to customer's convenience ・If the product is defective but more than 5 business days have passed since the product arrived ・Pre-order products (items marked as "pre-order")
- If the item has been used, altered, washed or dry-cleaned - If the delivery note, product tag or label has been removed or lost - If the item has acquired an odor, scratches or stains while in your possession - If the condition of the item (including the box and accessories) when it is returned to us is significantly different from when it was delivered
＜Notes＞
・If the product is defective, we will exchange it for the same product only if we have it in stock. If there is no stock available for exchange, we will refund your money.
Please fill in the "name of the person placing the order, order number, product name (color/size)" and contact us within 7 days of receiving the product.
*We cannot respond if more than 7 days have passed since the product arrived, so please check the product immediately after it arrives.
*SALE items are available while stocks last.
There are no plans to restock this item. Please take advantage of this opportunity.
*Please note that since this is a sale item, returns and exchanges are not possible.
Q: Can I change my order?
A: We do not accept changes to order details (size, color, quantity, etc.) or additional orders after an order has been confirmed.
Q: I haven't received the item I reserved.
The delivery date is stated on each product page when you make a reservation, so please be sure to check it before making your reservation.
*Please note that if you purchase a pre-order item and a regular item, the items will be shipped together with the item that has the latest delivery date.
QHow much does shipping cost?
A Nationwide flat rate (excluding Okinawa Prefecture and remote islands): 660 yen (tax included) Hokkaido, Okinawa Prefecture, and remote islands: 1,320 yen (tax included) For purchases of 30,000 yen or more (tax included), shipping is free nationwide (including Hokkaido, Okinawa Prefecture, and remote islands).
Q: I haven't received an order confirmation email.
A If you have not received the email, please check the following.
- Check whether the email was automatically sorted into your spam folder. - Check whether the domain was specified. If you have checked the above issues and are still unable to receive emails, there may be an error in the address you registered. Please contact us at the address listed below.
info@ellieinc.jp
*If you wish to receive emails from carrier email addresses (such as @ezweb.ne.jp or @softbank.ne.jp), please set up domain permission as emails are likely to be rejected. ■How to unblock domains
Docomo: Add to "Domains or addresses you want to receive from individually"
au: Add to "Received List"
Softbank: Added to "Allowed Reception List"
A product invoice will be included with your purchase, so please use it.
Q: Can I ship overseas?
For Okinawa and remote islands, delivery will be handled by Yamato Transport.