Your cart

FAQs

We've compiled a list of frequently asked questions. If you have any other questions, please feel free to contact us.  

   

 

About Payment Methods
How can I pay?
You can choose bank transfer or credit card payment.
Please see here for payment methods.
Is credit card installment payment possible?
Installment payments are possible.
Please see here for payment methods.
Please note that we do not support 2-installment payments.
Are there bank transfer fees?
A fee will be incurred for transfers from other banks.
Please check the HP of each bank for bank transfer fees.
Are bank transfer fees my responsibility?
Yes.
All fees incurred during bank transfers are to be borne by the customer.
Do you not offer cash on delivery?
No, we do not.
We apologize for the inconvenience, but please use bank transfer or credit card payment.

About Shipping Fees
How much is shipping?
For orders of 11,000 yen (tax included) or more, shipping is free to Honshu/Kyushu/Shikoku.
For orders under 11,000 yen, a shipping fee of 880 yen will be charged to Honshu/Kyushu/Shikoku.
For detailed shipping fees, please see here.
I ordered a pre-order item and a regular item together. I would like the regular item to be shipped immediately, but is an additional shipping fee required?
Yes, it may be required.
For orders with a total amount of 11,000 yen (tax included) or more per shipment, shipping is free to Honshu/Kyushu/Shikoku.
If the total amount is less than 11,000 yen (tax included), an additional shipping fee will be charged.

About Delivery
Which delivery company do you use?
We will deliver by Yamato Transport or Sagawa Express.
The delivery company may vary depending on the region.
Do you also support mail delivery?
Yes, we do.
For items that support mail delivery (shipping fee 385 yen), mail delivery can be selected as a shipping method.
However, if it is difficult to deliver multiple items by mail, it will be delivered by courier.
In that case, we will charge the difference in shipping fees.
How long does it take to receive my order after placing it?
Normally, we ship within 3 business days.
Also, if payment is completed by 12:00 PM on a business day, same-day shipping is possible.
Delivery times vary depending on the region.
Please note that backordered items will be shipped as soon as they arrive.
Can I specify a date and time for delivery?
Yes, you can specify a date and time.
Please write your desired date and time in the remarks column when placing your order.

About Returns and Exchanges
My size didn't fit, can I exchange it?
Yes, size exchanges are possible.
However, the customer will be responsible for the actual shipping costs incurred during the exchange.
Also, exchanges are only possible if you contact us within 2 days of receiving the product.
Please note that items older than 3 days cannot be returned.
In addition, some items such as sale items and underwear cannot be returned.
What happens if the product is defective?
If the product is defective, we will promptly exchange it.
However, if there is no replacement item, we apologize but we will process a return.
We will bear the shipping costs for returns or exchanges of defective products.

About Receipts

I would like a receipt.
      Paper receipts can only be issued at the time of your order.
      Please indicate "receipt requested" in the remarks column when placing your order.
      Electronic receipts will be issued at any time.
      Please inform us in the remarks column when ordering, or by email.

About Inquiries

How can I make an inquiry?
We accept inquiries by email and phone.
Please contact us using your preferred method.
Email: online@e-cloth.jp
Phone: 082-236-9878
Inquiry response hours: 10:00-17:00
I haven't received an automatic reply email.
It may have been sorted into your spam folder.
Emails tend not to reach mobile carrier addresses.
We recommend registering a computer email address as it is more likely to be received.

About Products

Will sold-out items be restocked?
Some items will be restocked.
Restock information is listed on the product detail page.
Items not listed are generally not scheduled for restock.
I don't know my size.
Measurements are listed on the product page.
We recommend using these measurements as a reference and comparing them to clothes you own.
If you are still unsure, please feel free to contact us.
When making an inquiry, providing your height and, if comfortable, your weight, will help us provide a more accurate answer.
Some items cannot be added to the cart.
Some brands cannot be purchased via cart.
Items without a cart button cannot be purchased via cart due to manufacturer's policy.
However, we do accept mail order, so please contact us by email with the size and color of the item you want.
We will reply with mail order information.
The sizes listed are different from other shops.
All products are measured according to our standards.
Therefore, the same product may differ from other shops.
For our measurement standards, please refer to this page.
Some linen clothes have small knots.
Linen products have "neps" and "weaving streaks" due to the characteristics of the material.
Neps are knots in the yarn formed by intertwined linen fibers that appear on the fabric surface.
Also, depending on the fabric, some weaving streaks caused by uneven yarn may be noticeable.
These are characteristics and features of linen and are not defects.

About Member Registration

Where can I register as a member?
New member registration is here
Please fill in the required information and register as a member.
I forgot my password.
If you forgot your password, please click here
Please reset your password.
Do points have an expiration date?
There is no expiration date.
For more details about points, please see here.
I don't know how to use my points.
For more details about points, please see here
Also, please note that points cannot be applied to shipping fees.

About Used Clothing

Can I ask you to buy used clothes?
No, we are currently not purchasing.

About International Mail Order

I live overseas, can you send me products?
Yes, we also accept international mail orders.
Shipping fees and other costs vary depending on your region, so please contact us by email first.
For more details about international mail order, please see here.
Are customs duties charged?
It varies depending on the country and region.
Customers are responsible for any customs clearance fees, customs duties, or other import taxes that may occur.
Please pay the delivery company directly upon delivery.