FAQ
FAQ
[About ordering]
Q. I haven't received the order completion email.
If you do not receive an email after your order has been completed, please check your spam folder first.
If you have carrier email such as Docomo, au, or Softbank, it is likely to end up in your spam folder.
The email will be sent automatically to the address [info@eu4ria.jp].
If you still can't find it, please contact us via the chat button at the bottom of the site or our official LINE .
Q. I would like to confirm the details of my order.
Details will be included in the email that will be sent to you automatically after your order is received, so please check there.
Q. Can I change or add to my order?
Changes cannot be made after an order has been received.
Q. Can items ordered separately be shipped together?
Orders with different payment methods cannot be combined. Due to system limitations, orders are processed on a per-order basis.
Q. What about customs duties?
The price includes customs duties.
Q. Can I return or exchange the product I received?
We only accept returns and exchanges due to initial defects.
As a general rule, we do not accept returns or exchanges for reasons of customer convenience.
Q. I would like to know the conditions for returns and exchanges.
[Exclusions]
・Returns and exchanges due to customer convenience (size, color, etc.)
・The product is different from the image or feeling of wear. ・The product is missing tags (items with tags removed are considered used).
If you have lost the product label
・Products that have been delivered more than three days ago
・Used products, products that have been washed or dry cleaned
・Products that have acquired odors, stains or scratches while in the customer's possession
*Sizes are measured flat and there may be slight errors.
*Overseas products may have looser product standards than Japanese products, and the sewing and construction may be sloppy.
*The color and texture of the actual product may differ depending on your monitor or display environment.
[Conditions within the scope of the target]
・The size listed on the website differs significantly from the actual size (excluding differences of 1-3 cm).
- The product has cuts or holes.
- The color and size of the product I received is different from what I actually ordered.
There are not enough buttons.
・Other reasons
Q. What should I do if I receive a defective product?
Please contact us via the inquiry form or official LINE within 3 days of receiving the product.
In that case, please contact us with the following information:
①Name
② Order number (listed in the order completion email)
③Product name
④Content of your business
*If the product label is not provided, we will not be able to provide a refund.
*We will generally exchange the item for the same item. If the item is out of stock, we will refund your money.
【Shipping Information】
Q. I would like to know how many days it will take to deliver.
Normally, products will be delivered within 10 to 20 business days after your order is placed.
Once your item has been shipped, we will notify you by email.
Q. I would like to know about the delivery status.
You can check this via the delivery completion email.
Q. The tracking number is not reflected.
A shipping completion email will be sent automatically when the item is shipped from overseas.
Please note that the tracking number will be updated as soon as the item arrives in Japan and has been inspected by customs, so there may be a time lag before the information is actually reflected.
Q. Regarding long-term absences and incomplete addresses
If you are not at home, Sagawa Express will contact you with an absence notice.
Please send a notice of absence and request redelivery yourself.
If too much time has passed since shipping, the item will be automatically returned to our overseas warehouse and the order will be canceled.
Please note that no refunds will be given in such cases. If you request redelivery, you will be responsible for the shipping costs.
*If the shipping address is incorrect, the item will be returned due to an unknown address. Please be sure to check the address in the order completion email.
If there is an error in the address, please contact us immediately.
Q. Can I change the delivery address or delivery date and time?
Please note that changes or specifications cannot be made.
Q. Can I leave the package at my door?
No. Please contact our sales office individually after receiving the delivery completion email.
[Payment]
・Credit card payment (VISA/MASTER/AMEX)
・Apple Pay
・Google Pay
・PayPal payment
・Shop Pay
・PayPay
・auPAY
・Bank transfer