FAQ
FAQ
ORDERING
Q: How do I place an order?
A: Browse our collections, add items to your cart, and proceed to checkout. You will receive an order confirmation email once your purchase is complete.
Q: Can I modify or cancel my order?
A: If you need to modify or cancel your order, please reach out to our support team at support@etoilejp.com immediately. Once an order is processed and shipped, modifications and cancellations are no longer possible.
Q: Do you offer gift wrapping?
A: Yes, complimentary gift wrapping is available upon request. Please indicate this preference in the order notes at checkout.
SHIPPING
Q: Where do you ship?
A: We ship domestically within Japan (nationwide). International shipping is available to United States, South Korea, China, and Taiwan. For international orders, please reach out to our support team at info@etoilejp.com before ordering to confirm availability.
Q: What are the shipping fees?
A: Domestic Japan: ¥500 (tax included). Free shipping on orders over ¥20,000 (Japan only). Additional fees apply for Okinawa, remote islands, and international shipping. Exact rates are calculated at checkout.
Q: How long does shipping take?
A: Domestic orders: 3-7 business days after shipment. International orders: 7-14 business days after shipment. Remote areas may require additional time.
Q: How can I track my order?
A: Once your order ships, you will receive a tracking number via email with real-time tracking updates and delivery notification.
Q: What about international customs and duties?
A: For international orders, customs duties, import taxes, and VAT may apply and are the sole responsibility of the recipient. É TOILE cannot predict or control these charges.
RETURNS & EXCHANGES
Q: What is your return policy?
A: 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. Returns are only accepted for product defects or shipping damage within 48 hours of delivery with photographic evidence.
Q: What items are not eligible for return?
A: Customer preference (size, color, style, image difference), change of mind, sale items, limited edition collections, items without original tags/packaging, items damaged by customer, and requests after 48 hours from delivery.
Q: What if my item arrives damaged or defective?
A: Within 48 hours of delivery, please reach out to our support team at support@etoilejp.com with photos of the defect or damage and your order number. Our team will review and, if approved, arrange a return or refund.
Q: Who pays for return shipping?
A: For defective or damaged items approved by É TOILE, we cover return shipping costs. All other cases are customer's responsibility.
PRODUCTS
Q: What materials do you use?
A: We prioritize premium natural fibers including Supima Cotton, Wool, Cashmere, and 100% Silk Satin (19mm-22mm). Material details are provided on each product page.
Q: How do I care for my É TOILE piece?
A: Care instructions are provided on elegant paper cards included with each product. Please keep these cards for future reference. If you lose your care card, please reach out to our support team at support@etoilejp.com.
Q: Why don't your garments have sewn-in care labels?
A: To ensure maximum comfort and a luxury wearing experience, most garments do not have sewn-in care labels. Care information is provided on paper cards. Knit caps, scarves, and certain accessories include sewn-in labels for practical reasons.
Q: Are natural material variations normal?
A: Yes. Wool and natural fibers may develop pilling with normal wear - this is a natural characteristic, not a defect. Product colors may vary slightly from images due to screen settings. Measurements may vary slightly (±1-2cm). These are not considered defects.
PAYMENT
Q: What payment methods do you accept?
A: We accept major credit cards (Visa, Mastercard, American Express, JCB), debit cards, and other payment methods through Shopify Payments.
Q: Is my payment information secure?
A: Yes, all transactions are securely processed through Shopify's certified payment system with PCI-compliant encryption.
Q: Do prices include tax?
A: Yes, all prices displayed include Japanese consumption tax (10%). The final price at checkout is the total amount you will pay.
CONTACT
Q: How can I reach É TOILE?
A: General Inquiries: info@etoilejp.com
Customer Support: support@etoilejp.com
Phone: 080-4407-9422
Business Hours: Monday - Friday, 10:00 - 18:00 JST
Q: How quickly will I receive a response?
A: We respond within 24-48 hours during business days. We are closed on weekends and Japanese national holidays.
Q: Do you have a physical store?
A: É TOILE operates primarily online. For special inquiries, please reach out to our support team at info@etoilejp.com in advance.
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