CONTACT US
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Contact Us
Assistance & Inquiries
FAQ
Contact Information
General Inquiries: info@etoilejp.com
For product information, stock availability, wholesale, and media inquiries.
Customer Support: support@etoilejp.com
For order-related inquiries, shipping status, returns, and product defects.
Business Hours: Mon-Fri, 10:00-18:00 JST
Closed on weekends and Japanese national holidays.
Response time: Within 24-48 hours during business days.
Shipping Delivery Time
Domestic (Japan): 3-7 business days after shipment
International: 7-14 business days after shipment
Remote areas: Additional time may be required
*Delays may occur due to carrier circumstances, weather conditions, or customs inspections. É TOILE is not responsible for shipping delays caused by external factors.
Order Tracking
Once your order ships, you will receive a tracking number via email. Please allow 24 hours for tracking information to update.
Returns & Refunds
É TOILE offers a limited return policy due to the curated and exclusive nature of our collections. All sales are final unless approved by É TOILE.
Eligible for return:
- Product defects or shipping damage ONLY
- Must contact support@etoilejp.com within 48 hours of delivery with photographic evidence
- Subject to É TOILE's review and approval at our sole discretion
- Original packaging and tags must be intact
Not eligible for return:
- Customer preference (size, color, style, image difference)
- Change of mind
- Sale items and limited edition collections
- Items without original tags or packaging
- Items damaged due to customer misuse
- After 48 hours from delivery
By completing your purchase, you acknowledge and accept this policy. Please verify product details carefully before ordering.
Shipping Destinations & Rates
Domestic (Japan):
- Nationwide shipping: ¥500 (tax included)
- Free shipping on orders over ¥20,000
- Additional fees apply for Okinawa and remote islands
International:
- United States, South Korea, China, Taiwan
- Limited availability - please contact us before ordering to confirm
- Shipping fees calculated at checkout
- Additional fees may apply
*Exact rates will be calculated at checkout.
International Duties & Taxes
For international orders, customs duties, import taxes, and VAT may apply upon delivery and are the sole responsibility of the recipient.
É TOILE cannot predict or control these charges, and they are not included in the product price or shipping cost. Please contact your local customs office for more information.
Order Modifications & Cancellations
Please contact us immediately at support@etoilejp.com if you need to modify or cancel your order.
Important: Once an order is processed and shipped, modifications and cancellations are no longer possible. We will do our best to accommodate requests received before shipment.
Before You Order
Please verify before checkout:
- Product size, color, and quantity
- Shipping address and contact information
- Email address for order confirmation
Incorrect information may result in delivery delays or additional charges. É TOILE is not responsible for orders shipped to incorrect addresses provided by the customer.
Product Disclaimer
- Product colors may vary slightly from images due to screen settings
- Natural materials may have individual variations
- Measurements may vary slightly (±1-2cm)
These variations are not considered defects and are not eligible for return or exchange.