FAQ

If you have any questions, please refer to the "Frequently Asked Questions" below. For inquiries, please contact us at info@ennenn.store. We will reply within 24 hours (excluding weekends and holidays). Thank you for your understanding.

Shipping

Please tell me about shipping costs

Standard shipping: 770 yen (free shipping for purchases over 8,000 yen)

Okinawa Prefecture 1,740 yen (Free shipping for purchases over 10,000 yen)

*Shipping will be from overseas.

About Shipping

When will the product be shipped?

After payment is confirmed, your order will be shipped within 2-5 days (excluding weekends and holidays).

Once shipped, we will notify you of the tracking number by email.

Once shipped, it will usually arrive within 2-3 days (3-4 days for Okinawa Prefecture) as it is shipped from overseas.

Generally, all items will be shipped once they are all in stock.

If we find any defects in the product during inspection or if the product is out of stock, we will contact you, so please check your mailbox.

If you are unable to receive an email from us, please contact us at info@ennenn.store .

*We may ask you about the shipping period for products, but please understand this before purchasing.

Can I check the delivery status?

We will send you a shipping completion email once the shipping procedure for your product has been completed.

The email will include a tracking number, so you can check the delivery status using the parcel inquiry service below.

・Please contact the shipping company regarding the status of your package.

Yamato Transport: http://www.kuronekoyamato.co.jp/ytc/customer/

Sagawa Express: https://www.sagawa-exp.co.jp/

*Since this is international mail, it can be tracked after it clears Japanese customs.

I ordered with the wrong delivery address.

Changes can be made before the product is shipped.

Please contact us at info@ennenn.store with the correct shipping address.

*Please note that there may be cases where your order is shipped out of order.

We are unable to process your order after the product has been shipped, so please contact the delivery company (Yamato Transport or Sagawa Express) yourself.

The item will not be shipped after the estimated delivery date.

We sincerely apologize for keeping you waiting for so long.

The arrival date and estimated shipping date may vary depending on the manufacturer's circumstances and traffic conditions.

If you have not received a shipping completion email from us within one month of purchasing the product, please contact us using the inquiry form.

Returns, exchanges and refunds

Please tell me about returns and exchanges.

We take great care in packaging and shipping, but if you receive a product that is different from the one you ordered or a defective product, please contact us immediately within 14 days of receiving the product.

We will exchange or refund the product. Please note that if the replacement item is out of stock, we may have to refund you or exchange it for another item.

*For details, please see " Cancellations, Returns, and Exchanges " in the User Guide.

Please note that we cannot provide an exchange or refund if any of the following conditions apply:

Items that have been delivered more than 14 days ago
Products that have been opened and used, or that show signs of use
If the product has perfume, cigarette or other odors due to trying it on, or if the product has scratches, stains, loose threads, deformation or other damage.
Products that have been dry cleaned, washed, or altered
Products without tags or accessories
Products that come into direct contact with the skin, such as Underwear and Stock, cannot be returned or exchanged due to hygiene concerns.
Due to customer reasons such as the product being different from the image in the photo or the color being different from what was expected
Products returned without prior notice

[Product return and exchange procedure desk]

・info@ennenn.store

I received a defective product, what should I do?

We sincerely apologize for any inconvenience caused by our mistake.

If the product you receive is defective, we will exchange it for a good product.

If there is no stock available for replacement, we will refund your money.

We will cover the shipping costs for the return.

For defective product procedures, please contact us at info@ennenn.store with your order number and product photos.

We will check and respond as soon as possible.

I received a different product than the one I ordered, what should I do?

We sincerely apologize for any inconvenience caused by our mistake.

If the item you received was the wrong one, we will resend the correct item.

If there is no stock available for replacement, we will refund your money.

We will cover the shipping costs for the return.

To return the product, please contact us at info@ennenn.store with your order number and product photo.

We will check and respond as soon as possible.

About orders

I want to check if my order has been placed

Once your order has been successfully completed, an email with the subject "Order Confirmation" will be automatically sent to the email address you registered when placing your order.

Please check your order details there.

If you do not receive an email, the following may be the cause:

・Incorrect address input

・Spam mail protection measures are in place

- It is blocked by "domain-specific reception" or "rejection of emails from PCs"

- Your mailbox or server capacity has exceeded its limit.

We apologize for the inconvenience, but please check your email address and contact us again, or unblock the domain [info@ennenn.store].

Can I change the color or size after placing my order?

Color and size can be changed before shipping.

If you would like to make any changes to your order, please contact us at info@ennenn.store as soon as possible.

I want to cancel

Cancellation is possible before shipping, but cancellation requests after shipping will not be accepted.

There may be a slight difference between the actual shipping time and the time of the automatic shipping email sent to you. The actual shipping time will be based on this shipping record. If you wish to cancel or change your order after placing it, please contact info@ennenn.store as soon as possible.

After I purchased it, I was informed that it was out of stock.

After receiving your order, we will check the inventory and place an order with overseas manufacturers.

Therefore, please be aware that inventory is highly fluid and that the product may be out of stock after you have purchased it.

In addition, in order to secure product stock as soon as payment is completed, customers who have chosen to pay by convenience store or bank transfer will not be able to secure stock in the system if payment is not completed after placing an order, so the product may be sold out.

We appreciate your understanding.

About the product

The actual color may differ from the product image.

Please note that the product images shown are sample products and may differ slightly in specifications, processing, size, etc. from the actual product.

Please note that due to the settings and characteristics of your monitor, there may be slight differences in color compared to the actual product.

About inquiries

Who should I contact?

Please first check our FAQs, and if your question is not answered, please contact us at info@ennenn.store.

I haven't received a reply to my inquiry.

If your inquiry is accepted successfully, we will reply within two business days. If you do not receive an email, the following may be the cause.