Refund Policy
RETURN & REFUND POLICY
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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.
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NO RETURNS OR EXCHANGES
Due to the exclusive and curated nature of our offerings, we do not accept returns, exchanges, or cancellations once an order has been confirmed. This policy applies to all purchases, including sale items.
We recommend carefully reviewing all product details—including materials, dimensions, colors, and specifications—before completing your purchase.
Should you have any questions, our client services team is available to assist you prior to ordering.
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DEFECTIVE OR INCORRECT ITEMS
While we maintain the highest standards of quality control, we understand that rare circumstances may occur. We will gladly offer an exchange or refund in the following cases only:
• The item received is defective or damaged
• An incorrect item was shipped
• The product was damaged during transit
How to Report an Issue
To initiate a claim, please contact us within 7 days of delivery at info@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 promptly and arrange for an exchange at our expense. If a replacement is unavailable, a full refund will be issued to your original payment method.
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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 depending on the complexity of the piece.
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REFUND PROCESSING
If your claim is approved, refunds will be processed as follows:
Credit Card Payments
• Refunds will be issued to your original payment method
• Processing time: 5-10 business days (depending on your financial institution)
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.
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NON-REFUNDABLE ITEMS
The following items are non-refundable under any circumstances:
• Pre-order and made-to-order items
• Personalized or customized products
• Final sale items (clearly marked as such)
• Gift cards
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DAMAGED OR LOST SHIPMENTS
If your order is lost or damaged during transit, please contact us immediately at info@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
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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.
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CONTACT
For any questions regarding our Return & Refund Policy, or to report an issue with your order, please contact our client services team:
É TOILE
Email: info@etoilejp.com
Telephone: +81 (0)80-4407-9422
Address:
〒195-0062
336-1-102 Okuramachi, Machida-shi, Tokyo, Japan
Business Hours: Weekdays, 10:00 – 17:00 JST
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Inquiries received outside business hours will be addressed sequentially on the next business day.
We appreciate your understanding and look forward to serving you.