FAQ
Q: About inquiries
A: For inquiries regarding products or orders, please contact us through the [Inquiry Form] on our online store. We regret to inform you that we cannot respond to inquiries via Instagram DM. Thank you for your understanding in advance.
Q: Domestic shipping fees
A: Shipping within Japan, excluding Hokkaido and Okinawa, is ¥650 (tax included). For delivery to Hokkaido and Okinawa, the shipping fee is ¥1,100 (tax included). Shipping is free for purchases of ¥20,000 (tax included) or more.
Q: International shipping fees
A: We do not offer international shipping at this time.
Q: Payment methods
A: - Credit card payment: [Accepted credit card types] VISA, Mastercard, American Express, JCB. Payment must be made in full at the time of purchase. *We do not accept credit cards issued outside of Japan.
- Other methods: Paypal, Amazon Pay, Apple Pay, Google Pay, Shop Pay, Rakuten Pay, PayPay, MerPay.
Q: Returns and exchanges
A: Returns or exchanges for different colors, sizes, or other items due to customer preference are not accepted. Additionally, cancellations made by customers after ordering are not accepted. For inquiries regarding products, please use the [Inquiry Form]. If there is a defect with the product, please contact us within one week of receiving the item. Returns or exchanges requested more than one week after the arrival date, or returns/exchanges after use, will not be accepted.
Q: Delivery date selection
A: We do not accept delivery date selections at this time.
Q: Delivery methods
A: - Depending on the size of the item, the delivery method may vary. We primarily use Sagawa Express for delivery. If you are not at home, the package will usually be delivered to your doorstep. However, if you are not available or if the package fits in the mailbox, the delivery person may leave it in the mailbox at their discretion.
Q: Delivery period
A: [Regular items] We usually ship within 3 business days from the order date (excluding Sundays and holidays), but please note that it may take up to one week. Please note that we do not accommodate date and time preferences. Due to the progress of sewing factories and shipping operations in our warehouses, we cannot guarantee exact delivery dates. We will send a delivery information notification email to your registered email address when we hand over the package to the delivery company.
[Pre-order and made-to-order items] For pre-order and made-to-order items, it may take time before shipping. Please check the shipping date listed on each item on the website before purchasing.
Q: Delivery status
A: You can check the current delivery status using the tracking number provided in the delivery information notification email.
Q: Changing delivery addresses
A: If you wish to change the delivery address after placing an order, please contact us promptly via the contact form. Changes cannot be made after shipment. If you wish to change the delivery address after shipment, please contact the shipping company directly. Please note that changing the delivery address may incur forwarding fees.
Q: Non-delivery of goods
A: [When returned due to absence] If you are not at home during the delivery attempt or if the mail cannot be delivered to your mailbox, the delivery company will leave a notice of absence and return the item to the nearest delivery office. The storage period at our delivery company's office is 7 days. If you cannot pick up the item within the storage period, it will be returned to our warehouse, and we will not be able to redeliver it. If you wish to receive the item, please place a new order.
If the goods are returned to our warehouse, we will refund the order amount, but we will deduct the return shipping fee as a refund handling fee and refund the remaining amount after deducting the fee.
[When the delivery address is unclear] If the postal code and address you entered do not match, we will send a confirmation email to confirm the delivery address before shipping. If you do not reply with the correct delivery address within 3 weeks, we will cancel your order. If you still want the items after cancellation, please place a new order. Please note that we are not responsible for any losses incurred due to incorrect delivery addresses.
Q: Shipping multiple items in one order
A: When purchasing multiple items in one order, they will be shipped together based on the item with the latest delivery date. Due to system limitations, we cannot ship items with different order numbers together, and shipping fees will apply for each order. Please note this in advance.
Q: Order confirmation emails
A: Upon completion of your order, we will send an order confirmation email to your registered email address.
Q: Not receiving post-purchase emails
A: There could be three reasons:
- You entered the wrong email address.
- Your email settings may be blocking automated reply emails from euw-official.shop.
- The emails may be directed to your spam folder. Please allow emails from "info@euw-official.shop" and try again.
Q: Restocking
A: For items with high demand for restocking, we will consider restocking them. We will inform you through our official Instagram account as soon as the items are restocked. We appreciate your patience and understanding.
Q: About sizes
A: We offer free size items. The size is suitable for individuals with a standard
Q: When items disappear from the cart.
A: Inventory is secured upon completion of your order. Please note that adding items to your shopping cart does not guarantee inventory availability, so items may become sold out during the purchase process. Thank you for your understanding.
Q: About packaging
A: We do not offer wrapping services. An original message card is included with every purchase.