RETURN & REFUND POLICY

OUR PHILOSOPHY

At É TOILE, we believe in the philosophy of "Less is More." Each piece in our collection is carefully curated to inspire a dialogue with your inner star. We encourage our clients to make thoughtful, intentional purchasing decisions.

LIMITED RETURN POLICY

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.

We recommend carefully reviewing all product details—including materials, dimensions, colors, and specifications—before completing your purchase.

Should you have any questions, our customer support team is available to assist you prior to ordering at support@etoilejp.com

ELIGIBLE FOR RETURN

Returns are only accepted in the following cases:

Product defects or shipping damage ONLY
Must reach out to our support team at support@etoilejp.com within 48 hours of delivery
Photographic evidence of defect or damage required
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
Pre-order and made-to-order items
Personalized or customized products
Items without original tags or packaging
Items damaged due to customer misuse
After 48 hours from delivery
Gift cards

HOW TO REPORT AN ISSUE

To initiate a return claim, please reach out to us within 48 hours of delivery at support@etoilejp.com with the following information:

Your order number
Photographic evidence of the defect or damage
A detailed description of the issue

Our team will review your case and, if approved, arrange for a return or exchange. If a replacement is unavailable, a full refund will be issued to your original payment method.

RETURN SHIPPING COSTS

Defective or damaged items (approved by É TOILE): We cover return shipping costs
All other cases: Customer is responsible for return shipping costs
We recommend using trackable shipping for all returns

REFUND PROCESSING

If your claim is approved, refunds will be processed as follows:

Credit Card / Debit Card Payments:
Refunds will be issued to your original payment method within 5-10 business days after we receive and inspect the returned item.

Bank Transfer Payments:
Refunds will be issued via bank transfer. Please provide your bank account details. Processing time: 7-14 business days.

You will receive an email confirmation once your refund has been processed.

PRE-ORDER & MADE-TO-ORDER ITEMS

All pre-order and made-to-order pieces are crafted exclusively for you and cannot be cancelled, returned, or exchanged under any circumstances.

Estimated delivery timelines are provided on each product page. Please review these carefully before placing your order, as production times may vary.

DAMAGED OR LOST SHIPMENTS

If your order is lost or damaged during transit, please reach out to us immediately at support@etoilejp.com

We will work with the shipping carrier to investigate the issue and provide a resolution, which may include:

Reshipping the item at no additional cost
Issuing a full refund
Offering store credit for a future purchase

INCORRECT ADDRESS

Please ensure that your shipping address is accurate and complete before placing your order.

If a package is returned to us due to an incorrect or incomplete address provided by you, you will be responsible for any reshipping fees.

É TOILE is not responsible for orders shipped to incorrect addresses provided by the customer.

IMPORTANT NOTICE

By completing your purchase, you acknowledge and accept this return policy. Please verify product details, size, color, and quantity carefully before ordering.

CONTACT

For any questions regarding our return and refund policy, or to report an issue with your order, please reach out to our customer support team:

É TOILE

General Inquiries: info@etoilejp.com
Customer Support: support@etoilejp.com
Phone: 080-4407-9422
Business Hours: Monday - Friday, 10:00 - 18:00 JST

Address:
〒195-0062
336 Okuramachi, Machida-shi, Tokyo, Japan

Inquiries received outside business hours will be addressed within 24-48 hours on the next business day. We appreciate your understanding and look forward to serving you.

SHOPPING BAG

Refund Policy