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User Guide

Order confirmation email not received, or order cancelled without notification of out-of-stock item

The address from which our store contacts you is as follows:

info@epetice.com

Our store always sends notifications from the above address when you place an order, or when changes occur regarding a product (such as an out-of-stock backorder item) and we need to contact you.

You will never find that you haven't received an order confirmation email or that your order has been suddenly cancelled.

If you experience the above situation, please contact us immediately.

If you do not receive an order confirmation email, an error will also occur with shipping emails.

Please make sure to check whether you have received the order confirmation email.

We will not accept any refunds or cancellations for reasons such as not receiving these emails.

We will resend the email to you.

Also, when contacting us, please make sure to set up your email as follows in advance:

・If you have "domain-specific reception" set up on your mobile phone, you will not receive emails from our store.

Please allow receipt of emails from info@epetice.com.

・We frequently hear about emails not reaching those using docomo carrier email addresses. We apologize for the inconvenience, but we would appreciate it if you could use another email address.

・Due to spam filter settings or your environment, you may not receive order confirmation emails or notification emails from our store due to security reasons. Please check your spam folder to see if they have arrived there.

Following that, please allow receipt of emails from info@epetice.com or unblock it.

※We are unable to provide guidance on how to set up or use these functions. Please consult the customer support of each provider or contracted company.

 

【Must-read】Notes on backorder and pre-order items

Backorder and pre-order items will take time to deliver.
By placing an order, you agree to all of the following.
Please read carefully before placing your order.

Common Items

Once an order is placed, we secure and produce the product, therefore "we do not accept cancellations after an order has been placed"
As items are shipped internationally, various factors such as shipping issues or epidemics may cause delays in arrival.
Even if the delivery date is later than the date stated on the product page, we cannot accept any cancellations or refunds. We apologize, but we cannot answer inquiries regarding delivery dates.

What are backorder items?

Once your order is received and payment is confirmed, we will secure the items from each brand and ship them internationally.
As these are international backorders, it will take some time for the items to arrive.

■Delivery Process
Order
↓
Shipped from brand to China office
↓
Arrives at China office・Inspection
↓
Export to Japan・Customs procedures
↓
Arrives at Japan office・Inspection
↓
Delivered to customer

An approximate guideline is stated for each product, so please confirm it.
The arrival time is an estimate, and due to shipping conditions, the delivery date may vary, so we cannot give an exact arrival date.
Please note that we cannot answer inquiries about specific arrival times.
Also, since products are shared with the brand's inventory, your order may be cancelled if the item is out of stock.
In case of out-of-stock items, we will contact you and process a refund through the payment method you used.

What are pre-order items?

These are products for which reservations are accepted during a reservation period, and production begins at the factory after the reservation period ends.
(It may take several months for delivery)

■Delivery Process
Order
↓
Production begins at factory after reservation period closes
↓
Production complete, shipped to China office
↓
Arrives at China office・Inspection
↓
Export to Japan・Customs procedures
↓
Arrives at Japan office・Inspection
↓
Delivered to customer

About shipping date discrepancies
The shipping date is stated at the top of the product page, but this is an approximate guideline and does not guarantee a fixed shipping date.
The production period varies greatly depending on the number of units produced.
Since different brands use different factories, their production lead times also differ.
Therefore, [the shipping date may be significantly delayed from the period stated on the page]
Even if the delivery date is later than the date stated on the product page, we cannot accept any cancellations or refunds.

About Epetice

-----------------------------------

That girl is very noble.
A sword in her right hand, a balance in her left.
Under the name of the [Justice] card

-----------------------------------

We deliver wonderful clothes from all over the world with sincere and direct "love".
We hope to help you discover a wonderful you.
Epee (sword) and Justice
We combined these two words to create
"Epetice".

Epetice started with the desire to introduce the charming works of overseas brands to people in Japan.

Our philosophy is "Brand First," and we strive to maximize the appeal of each brand, and we are working daily to help everyone love the brands.

What are imported products?

Our store primarily handles imported products, and all products sold are legitimate items officially authorized by the brands.

We also handle a wide range of brands, both large and small.

Many of the products we handle are from individual brands, so many parts are handmade.

Notes on Products

  • Product photos are samples and may differ from the actual product.
    Cancellations due to specification changes are not accepted.
  • When importing products, customs may open and inspect the contents.
  • This may cause scratches or dirt on the product.
  • Also, due to overseas manufacturing, the stitching may differ from Japanese standards or may not meet Japanese quality standards.

Please place your order after acknowledging the above.

Various fees included in the product price

  • Product price (subject to change due to exchange rates)
  • International shipping, customs clearance fees, customs duties from overseas to Japan
  • Agency fees, including inspection and after-sales service

※Customs duties refer to "taxes imposed on imported goods" when importing from overseas to Japan. For more details, please refer to the Japan Customs website: https://www.customs.go.jp/index.htm

Product inspection system

Our company conducts a total of two inspection checks: once at our China office and once at our Japan office.

Since the products we handle often have a very large number of parts, and import procedures can be extremely difficult, we also conduct part checks before and after the procedures.

＜Note＞

Overseas products generally differ significantly from Japanese inspection standards, so defects such as missing parts, scratches, and dirt occur very frequently.

As all these are checked manually, it is possible that some defects may not be found and the product may be delivered as is.

If you have any concerns, please contact us.

 

After-sales support

The products handled by our company are officially sold products with brand authorization.
We also provide inquiries and after-sales service regarding products.

※For standards regarding scratches and dirt during import, please refer to "Returns and Exchanges" below.

About sewing

The ends of threads may not be finished and may be left long. This is not a defect.

About fabric pattern placement

The placement of fabric patterns and prints may differ from the sample photos. We do not accept returns or exchanges due to differences in print placement or dissatisfaction with it.

About Adhesion

Because our store handles a variety of brands, both large and small, many parts of our clothing and accessories are handmade.

Adhesive residue may be present, or adhered parts may detach later.

If adhered pins, etc., are found to be detached during inspection, we will repair them. However, we generally cannot provide repairs after delivery. Please be aware of this.

About buttonholes

In many overseas products, buttonholes are not cut after processing, or are cut shallowly.
This is not a defect; it can be processed with a seam ripper or utility knife, so please adjust and process it yourself.

※Our inspection process does not include the above adjustments or processing.

About tailor's chalk

The delivered product may have marks from tailor's chalk.
Tailor's chalk used overseas may be a type that disappears with heat.

If it does not disappear with normal cleaning, please try applying heat with an iron, etc.

Zipper won't go up

Lolita fashion uses a lot of various fabrics and laces, so it is often difficult to pull up zippers at the seams where fabrics meet.

The issue of zippers being difficult to pull up is not considered a defect and is therefore not eligible for exchange.

Also, regarding how to pull up zippers at these fabric seams, you can pull them up by pushing the zipper pull inwards once and then pulling it up.

https://youtube.com/shorts/gBbOehg_ec8?si=dSvQDKbAJt3bwec3

When will my order be shipped?


Shipping times vary for each product.

Please check the shipping period indicated on the "Check stock status for each product" section in the cart on the product page of your order.

※Arrival days are only a guideline. Due to international shipping, there is a possibility that the arrival time may be significantly delayed for all items except those in stock for immediate shipment.The delivery date may vary depending on shipping conditions, so we cannot provide an exact arrival date.

If the deadline has passed, we regret to inform you that we cannot accept any cancellations under any circumstances, such as not arriving in time for your plans.

If you add a product to your cart from your wish list

The delivery time may not be displayed.
Please be sure to check the shipping time on the "product page" before placing your order.
We cannot accept cancellations for reasons such as the delivery time being different than expected.

About Payment

Payment methods

The following payment methods are available:

Please refer to each link for instructions on how to use them.

Regarding fees incurred during payment

Any fees incurred during payment are to be borne by the customer.

Please note that even if a product is out of stock and a refund process is initiated, transaction fees will not be refunded.

Billing Timing

All products are handled on a prepayment basis (you will be billed at the time of your order)

※Please note that even for Paidy (postpaid) payments, you will be billed at the time of your order. It is not a billing upon delivery.

Product Price for Imported Products

The price of imported products handled by our store includes the following:

  • Product price
  • Shipping fees, customs clearance fees, and import duties from overseas to Japan
  • Agency fees for inspections, etc.

If payment was not processed successfully

If you are using a payment method that requires you to proceed to a payment site after ordering, the payment process may not be completed successfully if you navigate away from the page midway through.

In such cases, we will re-issue the payment URL, so please contact us via the inquiry form, stating your [Order Number] and that [Payment could not be processed successfully].

Re-issuance will generally be handled on the next business day after the inquiry. Therefore, if you order a pre-order item on the closing date, we may not be able to send you the payment URL on the same day.
In that case, we apologize for the inconvenience, but please place your order again.

 

When smartphone carrier payment does not show as "Paid"

Due to the system of the payment agency for smartphone carrier payments, it may not be displayed as "payment completed" on My Page.

Please rest assured that it will transition to "paid" within about 2 weeks to 1 month.

 

About receipts

If you require a receipt, please contact us separately via the inquiry form.

Please note that due to system limitations, we cannot change the payee or description.
Also, we do not re-issue receipts.

 

Regarding out-of-stock items, contact timing, and refund methods

Our products share inventory with consignment stores, physical stores, brand warehouses, etc., so there is a possibility that items may be out of stock after you place an order and we attempt to secure them.

In such cases, we will process a cancellation and refund.

[Timing of Out-of-Stock Notification]

We check with consignment stores, physical stores, and brand warehouses, and after receiving a response, we will provide you with appropriate guidance.

Due to this, it may take about 1 to 2 weeks to contact you. We appreciate your understanding in advance.

[Regarding the refund amount for orders with discounts applied]

For orders with coupons or automatic discounts applied,

The refund amount will be calculated automatically by the system for each item based on the actual amount paid after the discount is applied.

The refund process will be conducted based on the discounted amount.

[Regarding refund methods for cancellations]

■Customers who paid with Shopify payments, Shop Pay, Apple Pay, Google Pay, Amazon Pay, or various credit cards.

We will process the refund.

After up to 2 business days for the refund process, the payment processing company will take approximately 10 business days for the refund to be received via the payment method chosen by the customer.

■Customers who paid with PayPal.

We will process the refund.

If the refund is not processed successfully due to exceeding the deadline, etc., we will contact you again.

■Customers who paid with Paidy Postpaid.

A negative amount will be recorded in your Paidy account and offset against your next usage.

If you wish for an immediate cash refund, please contact Paidy customer support.

Paidy customer support will process the refund via bank transfer.

No refund processing notification will be sent, so please check MyPaidy.

■Customers who paid with smartphone carrier payment.

We will process the cancellation via the payment agency.

The number of days until a refund varies depending on your carrier, so please contact each company for specific dates.

If the cancellation process by the payment agency is not completed in time due to an overlap, we will process the refund via bank transfer. We will notify you separately in that case.

 

About Delivery

Delivery Company

We primarily plan to ship using Sagawa Express and Kuroneko Yamato.

※You cannot choose the shipping company.
※If the product exceeds 170cm in total for three sides, it may be delivered using a different carrier.
※For pre-order items that are small accessories or similar, we may ship them via Click Post, LetterPack, or mail service.

Shipping Fees

All products include free shipping.

About Gift Wrapping

We offer paid gift wrapping services.

You can order from this page.

Delivery Date and Time Specification

In principle, we cannot accept specified delivery dates and times for any products.

Time slot specification is currently under development. We apologize for the inconvenience.

    Handling of re-delivery after return due to delivery absence or incorrect address

    If you are not available at the time of delivery, a delivery notice will be left.

    Please request redelivery from the courier company within the storage period (the storage period varies depending on the delivery company).

    If the deadline is exceeded or the address is incorrect, the product will automatically be returned to our company.
    For returned products, re-delivery will be handled as 【cash on delivery】 only if you contact us within one month from the shipping date.

    Additionally, re-delivery procedures will incur return shipping fees and administrative fees.

    Please note that shipping will be processed after payment.
    For products returned to our store and exceeding one month, we will refuse all re-delivery and dispose of them. Please note that re-delivery, refunds, or cancellations cannot be made.

    About refusal to accept delivery

    We strictly prohibit refusal to accept delivered products. Please note that we cannot accept any refunds, cancellations, or re-deliveries after refusal of receipt.

    Furthermore, if there are repeated refusals to accept delivery, we may refuse your future use of this site.

    Change of delivery address after placing an order

    If the shipping procedure has not yet begun, it is possible to change the delivery address.
    Please contact us using the inquiry form with the following information:

    • Order number
    • New postal code
    • New address

    【Caution】

    • Please be sure to contact us via the inquiry form. We cannot respond to replies to order emails, etc.
    • Please note that if you contact us after the shipping procedure has been completed, the address change cannot be applied.

    Regarding shipping of items with different delivery dates

    We will ship items as soon as they are ready.

    Items with the same shipping time may be shipped together.

    Returns and Exchanges

    If there is any defect or shortage in the products purchased from our store, we will handle returns and exchanges.

    Most of the products handled by our store are imported from overseas, and many accessories are handmade by brands. Therefore, we will handle returns and exchanges based on the following conditions.

    Items not eligible for return or exchange

    Please confirm that the following cases are not eligible for return or exchange.

    • Minor scratches/stains (stains within 1cm are not eligible)
    • During import, customs may open and inspect the contents, which may result in some scratches, dirt, or detached parts. *These stains and detached parts can be repaired at our workshop. Please note that you will be responsible for the shipping costs to our company.
    • Specification changes from the product page, differences in size notation
    • All information stated on the product page, such as images and size charts, is based on samples and the actual product delivered may differ in specifications, etc.
    • Returns due to customer's convenience
    • Cases where the customer's convenience is the reason, such as the product image being different, the size not fitting, ordering the wrong item, or not making it in time for the desired wearing date.
    • Sale items・Outlet items
    • Pet supplies
    • Items that have been worn once
    • Items with tags removed
    • If we are not contacted within 3 days of product arrival, even if it is eligible for exchange.
    • Even if contact was made within 3 days of product arrival, if the 7-day return deadline was exceeded.
    • Products damaged by the customer
    • Returns without prior notification or confirmation
    • Products that have been used more than once
    • Products that are clearly deemed to have been used upon inspection when they arrive at our store.

    Items eligible for return or exchange

    The following cases are eligible for exchange.
    If the product is in stock, we will exchange it; if not, we will issue a refund.

    • If a different product from the one ordered arrived.
    • If the product has extensive stains, irreparable part damage, or missing parts.

    Return/Exchange Method

    Return validity period: Contact us within 3 business days of product arrival and return the product to our store within 7 business days of arrival.

    Please contact us via the inquiry form with the following information. We will contact you with instructions as soon as your email is received. (The return address is our Japan office)

    • Order number
    • Photo of the relevant product (please take a photo that clearly shows it is a different product)

    Regarding order cancellations after placing an order

    As we secure inventory and, in the case of pre-order items, begin production once an order is placed,

    We do not accept cancellations after an order has been placed.
    For details on returns, exchanges, or changes to order content, please refer to the respective sections.

    Regarding products purchased at physical stores

    Products purchased at physical stores are not eligible for returns or exchanges. Please note that we cannot respond to inquiries received later. Thank you for your understanding.

     

    About Sale Items, Outlet Items, and Lucky Bags


    Due to the nature of the products, we do not accept any returns or exchanges for sale items, outlet items, or lucky bags after purchase.


     

    About Business Hours

    【Inquiry Business Hours】

    Weekdays 11:00 AM - 6:00 PM (JST)

    Inquiries received outside of these hours will be handled on the next business day.

    (As we receive many inquiries, it may take 2-3 business days to respond.)

    We are closed on Saturdays, Sundays, national holidays, and during long summer and winter holidays.

    Other closure days will be announced on social media and other notifications.

    Orders can be placed on our website 24 hours a day.