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FAQs

Here are answers to the questions we receive most often. If you have any other questions, please feel free to contact us.

Payment
How can I pay?
You can choose between bank transfer and credit card payment.
For details on payment methods, please see here.
Can I pay by credit card in installments?
Yes, installment payments are available.
For details on payment methods, please see here.
Please note that we do not support 2-installment payments.
Is there a bank transfer fee?
Fees apply when transferring from other banks.
Please check each bank's website for transfer fee details.
Do I pay the transfer fee myself?
Yes.
All fees incurred for bank transfers are borne by the customer.
Do you offer cash on delivery?
No, we do not.
We apologize for the inconvenience; please pay by bank transfer or credit card.

Shipping fees
How much is shipping?
Courier delivery is a flat ¥770 nationwide.
Nekopos is ¥385.

For details on shipping fees, please see here.

Delivery
Which carrier do you use?
We deliver via Yamato Transport or Sagawa Express.
The carrier may differ depending on the region.
Do you offer mail delivery?
Yes, for items up to 3 cm thick.
Compensation is subject to the carrier's terms. Thank you for your understanding.

How long does delivery take after ordering?
We normally ship within 3 business days.
If payment is completed by 12:00 noon on a business day, same-day shipping is also possible.
Delivery times vary by region.
Items awaiting restock will be shipped as soon as they arrive.
Can I specify a delivery date and time?
Yes, we accept delivery date and time requests.
Please specify them when placing your order.

Returns & exchanges
The size doesn't fit. Can I exchange it?
Yes, size exchanges are possible.
However, the actual shipping cost for the exchange is borne by the customer.
Exchanges are accepted only if you contact us within 2 days of receiving the item.
We cannot accept returns after 3 or more days.
Some items, such as sale items and underwear, cannot be returned.
What happens if the item is defective?
For defective items, we will exchange them promptly.
If no replacement is available, we sincerely apologize, but we will process a return instead.
We cover the shipping cost for returns and exchanges of defective items.

Receipts

I would like a receipt.
　　　Paper receipts can only be issued at the time of ordering.
　　　Please write "receipt requested" in the order notes when you place your order.
　　　Electronic receipts can be issued at any time.
　　　Please let us know in the order notes or by email.

Contact

How can I contact you?
We accept inquiries by email and phone.
Please use whichever you prefer.
Email: online@e-cloth.jp
Phone: 082-236-9878
Inquiry hours: 10:00-17:00 (JST)
I haven't received the automatic reply email.
It may have been sorted into your spam folder.
Emails to mobile carrier addresses often fail to arrive.
Computer email addresses are more reliable, so we recommend registering one.

Products

Will sold-out items be restocked?
Some items will be restocked.
Restock plans are noted on the product detail page.
Items without a note are generally not planned for restock.
I don't know which size suits me.
Measurements are listed on each product page.
We recommend comparing them with clothes you already own.
If you are still unsure, please feel free to contact us.
Including your height and, if you don't mind, your weight will help us give a more accurate answer.
Some items can't be added to the cart.
Some brands cannot be purchased through the cart.
Items without a cart button cannot be purchased online due to the manufacturer's policy.
However, we still accept mail orders, so please email us the size and color of the item you want.
We will reply with ordering instructions.
The sizes listed differ from other shops.
All items are measured using our own standards.
For this reason, measurements may differ from other shops even for the same product.
For our measuring standards, please see this page.
Some linen clothes have small lumps.
Due to the nature of linen, "neps" and "weave streaks" may appear.
A nep is a knot in the yarn formed when linen fibers tangle, showing on the fabric surface.
Depending on the fabric, weave streaks caused by uneven yarn may also be noticeable.
These are characteristics of linen that add to its charm, and are not defects.

Membership

Where can I register as a member?
Register as a new member here.
Please fill in the required information to register.
I forgot my password.
If you forgot your password, click here
to reset it.
Do points expire?
Points do not expire.
For details about points, please see here.
I don't know how to use my points.
For details about points, please see here.
Please note that points cannot be applied to shipping fees.

Second-hand clothing

Do you buy second-hand clothing?
No, we do not currently buy second-hand clothing.

International orders

I live overseas. Can you ship to me?
Yes, we accept international orders.
Shipping fees vary by region, so please consult us by email first.
For details about international orders, please see here.
Will customs duties apply?
This varies by country and region.
Any customs handling fees, duties, or other import taxes are borne by the customer.
Please pay them directly to the carrier upon delivery.








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