FAQ
FREQUENTLY ASKED QUESTIONS
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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: Once an order is confirmed, we cannot accommodate modifications or cancellations. Please review your order carefully before completing your purchase.
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.
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SHIPPING
Q: Where do you ship?
A: We ship domestically within Japan and to select international destinations. Shipping rates are calculated at checkout.
Q: How long does shipping take?
A: Domestic orders typically arrive within 5-7 business days. International delivery times vary by destination.
Q: Do you offer express shipping?
A: Express shipping options may be available for select destinations. Please contact us for details.
Q: How can I track my order?
A: Once your order ships, you will receive a tracking number via email.
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RETURNS & EXCHANGES
Q: What is your return policy?
A: We do not accept returns or exchanges for customer preference. Returns are only accepted for defective or incorrect items within 7 days of delivery.
Q: What if my item arrives damaged?
A: Please contact us immediately at info@etoilejp.com with photos and your order number. We will arrange an exchange or refund.
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PRODUCTS
Q: Are your products handmade?
A: Many of our pieces are carefully crafted with attention to detail. Product descriptions indicate whether items are handmade or made-to-order.
Q: How do I care for my É TOILE piece?
A: Care instructions are included with each product. For specific guidance, please refer to the product page or contact us.
Q: Do you offer custom or personalized items?
A: Select items may be available for customization. Please contact us to discuss your requirements.
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PAYMENT
Q: What payment methods do you accept?
A: We accept major credit cards (Visa, Mastercard, American Express, JCB) and bank transfers.
Q: Is my payment information secure?
A: Yes, all transactions are processed through secure, PCI-compliant payment gateways.
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CONTACT
Q: How can I contact É TOILE?
A: Email: info@etoilejp.com
Telephone: +81 (0)80-4407-9422
Business Hours: Weekdays, 10:00 – 17:00 JST
Q: Do you have a physical store?
A: É TOILE operates primarily online. For atelier visits or private appointments, please contact us in advance.
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If your question is not answered here, please don't hesitate to reach out to our client services team.