TOP > User Guide

User Guide

I didn't receive an order email, or the order was canceled without receiving an email informing me of the out-of-stock item.

The address we will contact you at is as follows:

info@epetice.com

When you place an order, or if an item you ordered is out of stock or if there is a change in the product and we need to contact you, we will always use the above address to contact you.

There will never be a case where you do not receive an order email or your product is suddenly canceled.

If any of the above situations occur, please contact us immediately.

If you do not receive an order email, an error will also occur in the shipping email.

Please be sure to check whether your order email has arrived.

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

We will send you an email again.

Also, please make the following settings before contacting us.

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

Please allow emails from info@epetice.com.

・We have received many reports of emails not being delivered to users of docomo carrier email addresses. We apologize for the inconvenience, but we would appreciate it if you could use another email address.

・Depending on your spam filter settings or your environment, you may not receive order emails or information emails from our store due to security reasons. Please check your spam folder to make sure there are no emails in your email.

After that, please adjust your email settings to receive emails from info@epetice.com, unblock them, etc.

*If you have any questions about the settings, etc., we are unable to provide assistance. Please contact the customer support of your internet service provider or contract company.

[Must read] Notes regarding backordered and pre-ordered items

Backordered and pre-ordered items will take time to be delivered.
When you place an order, we will assume that you have agreed to all of the following:
Please be sure to read this before placing your order.

Common matters

As we secure and produce products as soon as we receive your order, we cannot accept cancellations after an order has been placed.
As the shipment is made overseas, the arrival date may be delayed or advanced due to various factors such as transportation issues or epidemics.
We cannot accept cancellations or refunds even if the delivery date is later than the date stated on the product page. We are very sorry, but we are unable to respond to inquiries regarding delivery dates.

What are backordered items?

Once we receive your order and confirm your payment, we will secure the products for each brand and ship them overseas.
As the product is shipped from overseas, it will take some time for the product to arrive.

■Order process until delivery↓
Shipped from the brand to the Chinese sales office.
Arrival at China sales office and inspection ↓
Export to Japan and customs clearance procedures ↓
Arrival at the Japanese sales office and inspection ↓
Delivered to the customer

Please check the approximate guideline for each product.
The arrival time is an estimate, and delivery times may vary depending on transportation conditions, so we cannot guarantee an exact arrival date.
Please note that we are unable to answer any inquiries regarding specific arrival times.
In addition, since products are shared with the brand's inventory, we may cancel your order if the product is out of stock.
If an item is out of stock, we will contact you and process a refund via the payment method you used.

What are pre-order items?

Reservations will be accepted during the reservation period, and production will begin at the factory once reservations have closed.
(It will take a few months for delivery.)

■Order process until delivery↓
Production will begin at the factory after the reservation period closes.
Production completed, shipped to China sales office ↓
Arrival at China sales office and inspection ↓
Export to Japan and customs clearance procedures ↓
Arrival at the Japanese sales office and inspection ↓
Delivered to the customer

Regarding shipping time discrepancies
The shipping time is listed at the top of the product page, but this is only an approximate guide and does not guarantee a shipping date.
The production period varies greatly depending on the number of pieces produced.
Since each product is made by a different brand, the factories we use are different, and therefore the production lead times vary.
Therefore , there are many cases where shipping times are significantly delayed from the time stated on the page.
We cannot accept cancellations or refunds even if the delivery date is later than the date stated on the product page.

What is Epetice?

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

The girl was very noble.
In his right hand he holds a sword, and in his left hand he holds a balance.
In the name of the [Justice] card

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

We deliver beautiful clothes from all over the world with our heartfelt and sincere love for them.
I hope I can help you discover your best self.
Epee (Sword) and Justice
The name "Epetice" was created by combining the two letters.

Epetice was started with the desire to let people in Japan know about the attractive works of overseas brands.

Based on the philosophy of "Brand First," we strive to maximize the appeal of each brand and make efforts every day to make everyone fall in love with the brand.

What are imported products?

The products we handle are mainly imported products from overseas, and all products sold are officially authorized by the brand.

We also carry a wide variety of brands, both large and small.

We also carry many products from individual brands, so many of our items are handmade.

Product Notes

  • The product photos are samples and may differ from the actual product.
    We do not accept cancellations due to specification changes.
  • When importing goods, customs may open the package and inspect the contents.
  • In this case, the product may become scratched or stained.
  • Also, because the products are sewn overseas, they may differ from Japanese sewing or may not meet Japanese standards.

Please be aware of the above before placing your order.

Various fees included in the product price

  • Product price (subject to change depending on exchange rate)
  • Shipping fees and customs duties from overseas to Japan
  • Agency fees including inspection and after-sales service

*Customs duties refer to the "tax levied on imported goods" that occurs when goods are imported from overseas into Japan. For more information, please refer to the Japan Customs website. https://www.customs.go.jp/index.htm

Product inspection system

Our store conducts checks twice in total, at our China sales office and our Japan sales office.

The products we handle have a large number of parts, and the import procedures are often very difficult, so we also check parts before and after the procedures.

<Caution>

Overseas products generally do not meet Japanese inspection standards, so there are many cases of missing parts, scratches, and dirt.

Since we check all of these items manually, there may be cases where we are unable to find any defects and deliver the product to you.

If you have any questions, please feel free to contact us.

After-sales support

The products we handle are officially licensed products sold by the brands.
We also provide product inquiries and after-sales service.

*For the standards regarding scratches, dirt, etc. at the time of import, please check the "Returns and Exchanges" section below.

About sewing

The ends of the threads are not processed and may be long. This is not a defect.

About the placement of the fabric pattern

The fabric pattern and print placement may differ from the sample photo. We do not accept returns or exchanges due to print placement being different or not liking the item.

About adhesion

Our store carries a wide variety of products from various brands, both large and small, so many of our clothes and accessories are handmade.

There is a possibility that adhesive marks may remain or the adhesive may fall off at a later date.

If any glued pins or other parts are found to have come loose during inspection, we will repair them, but we are unable to provide repairs after delivery. Thank you for your understanding.

About buttonholes

In overseas products, buttonholes are often not slit after processing, or are slit shallowly.
This is not a malfunction, and it can be removed with a ripper or cutter knife, so we ask that you adjust and remove it yourself.

*The above adjustments and processing are not performed during our inspection.

About the chalk pen

There may be chalk marks left on the product you receive.
Some chalk pens used overseas may be the type that disappears when exposed to heat.

If the markings do not disappear after regular treatment, try applying heat with an iron or similar.

The zipper won't go up

Lolita fashion makes extensive use of a variety of fabrics and lace, so zippers can often be difficult to open at the seams between pieces of fabric.

If the zipper is difficult to open, this is not a malfunction and is not eligible for exchange.

Also, to raise the zipper at the seam between pieces of fabric like this, you can first push the zipper handle to the back and then raise it.

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

When will the product be shipped?

Shipping times vary for each product.

Please check the shipping date listed on the product you ordered.

Indicated on the cart: Delivery at the specified time

Not listed in cart: Made to order (delivery in approximately 1.5-2 months)

*The arrival date is only an estimate. Items other than those in stock for immediate delivery will be shipped overseas, so there is a possibility that the arrival time may be significantly delayed. Delivery times may vary depending on the shipping situation, so we cannot guarantee an exact arrival date.

We cannot accept cancellations under any circumstances, such as if the delivery date has passed or if the product does not arrive on time.

You can check the delivery time of your product below.

・On the product page cart

- Product details after adding the product to your cart

・My page after ordering

Payment

Payment Methods

The following payment methods are available:

Please refer to each link for instructions on how to use the service.

Regarding fees incurred when making a payment

Any fees incurred at the time of payment will be borne by the customer.

Please note that even if the product is out of stock and a refund is required, the handling fee will not be refunded.

Timing of billing

All items must be paid for in advance (invoiced at the time of order).

*Please note that even with deferred payment (PayD), you will be billed at the time of ordering, not at the time of delivery.

Product price for imported products

The price of the imported products we handle includes the following:

  • Product price
  • Shipping costs from overseas to Japan, customs fees, and duties
  • Inspection and other agency fees

If payment is not successful

For payment methods where you are redirected to a payment site after placing an order to complete the payment, if you change screens during the process, the payment may not be completed correctly.

In that case, we will reissue the payment URL, so please contact us using the inquiry form, stating your [order number] and the fact that [the payment procedure was not completed successfully].

Reissues are generally handled the day after your inquiry, so if you order a pre-order item on the closing date, we will 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.

If your smartphone carrier payment does not show as "paid"

Due to the system limitations of the payment agency, smartphone carrier payments may not show as completed on your My Page.

Please rest assured that your payment will be processed within 2 weeks to 1 month.

About receipts

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

Please note that due to the system, we are unable to accept changes to the addressee or notes.
Also, we do not reissue receipts.

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

Since our products are shared with consignment stores, physical stores, brand warehouses, etc., there is a possibility that the product may be out of stock when we secure it after you place your order.

In that case, we will cancel your order and provide a refund.

[Notification period for out-of-stock items]

We check consignment stores, physical stores, and brand warehouses, and once we receive a response, we will provide appropriate guidance to the customer.

For this reason , it may take approximately 1-2 weeks for us to respond to you. Thank you for your understanding.

[Regarding refund amounts for orders with discounts applied]

Regarding orders with coupons or automatic discounts applied,

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

Refunds will be processed at the discounted amount.

[Regarding refund methods in the event of cancellation]

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

We will process the refund at our store.

The refund process may take up to two business days, after which the payment processor will take approximately 10 business days to process your refund and then you will receive it via your selected payment method.

■ Customers paying with Paypal

We will process the refund at our store.

If the refund is not processed properly due to reasons such as exceeding the deadline, we will contact you again.

■ Customers paying with Paidy deferred payment

A negative amount will be charged to your Paidy account and will be offset against your next purchase.

If you would like an immediate cash refund, please contact Payde customer support.

Payde customer support will refund you via bank transfer.

You will not be notified when your refund has been processed, so please check MyPaidy.

■ Customers paying with smartphone carrier payment

Cancellations will be processed via the payment processing company.

The number of days required for the refund to be processed varies depending on your carrier, so please contact your carrier for specific details.

If the cancellation process is not completed in time by the payment processing company, we will refund your money by bank transfer. In that case, we will notify you separately.

About Shipping

Delivery company

We plan to ship mainly using Yamato Transport and Sagawa Express.

*You cannot choose the delivery company*If you are delivering an item whose total length, width, and height exceeds 170 cm, we may use a different delivery company.
*If you purchase relatively small items such as accessories or jewellery as pre-order items, we will send them via Click Post, Letter Pack, mail delivery, etc.

postage

All products are free shipping.

About gift wrapping

Our store offers gift wrapping for an additional fee.

You can order from this page .

Specify delivery date and time

Generally, we are unable to accept requests for specific delivery dates and times for all products.

We are currently working on specifying a time slot. We apologize for any inconvenience this may cause.

    Regarding handling after return due to non-delivery or incorrect address

    If you are not at home when the delivery is made, a notice of absence will be left in your mailbox.

    Please ask the delivery company to resend the item before the storage period expires. (The storage period varies depending on the delivery company.)

    If the deadline is exceeded or the address is incorrect, the product will be automatically returned to us.
    If you contact us within one month of the date of shipment, we will arrange for the returned item to be re-shipped (cash on delivery).

    In addition, return shipping fees and administrative fees will be charged when re-shipping the item.

    Please note that your order will be shipped after payment has been received.
    If more than one month has passed since you returned the item, we will not reship it and will process it ourselves. Please note that we cannot reship, refund, or cancel the order.

    Regarding refusal to accept

    Please note that we will not accept any refusal to accept the delivered product. Please note that we will not accept any refunds, cancellations or re-shipment after refusal to accept the product.

    Furthermore, if you repeatedly refuse to accept deliveries, we may refuse your use of this site in the future.

    Changing the delivery address after placing an order

    You can change the delivery address before the shipping process.
    Please contact us by filling out the inquiry form and providing the following information:

    • Order number
    • New destination postal code
    • New shipping address

    【Note】

    • Please be sure to contact us using the inquiry form. We will not be able to respond to inquiries sent via reply 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 products with different delivery dates

    We will ship the products that are ready to ship.

    Products with the same shipping date may be shipped together.

    Returns and Exchanges

    If there is a defect or shortage in the product you purchased from our store, we will accept returns or exchanges.

    With the exception of a few items, the products we handle are imported from overseas, and we also handle a large number of accessories, including handmade items from various brands. Therefore, we will accept returns and exchanges based on the following conditions.

    Items not eligible for return or exchange

    Please note that the following cases are not eligible for returns or exchanges .

    • Small scratches and stains (stains less than 1cm in size will not be accepted)
    • When importing, customs will open and inspect the product, so there may be some scratches, dirt, or missing parts. *We can repair these stains and missing parts in our atelier. Please note that you will be responsible for the shipping costs to our company.
    • Changes in specifications and size notation from the product page description
    • All information on product pages, such as images and size charts, is sample information and may differ from the specifications of the actual product delivered.
    • Returns at customer convenience
    • If the product is different from what you expected, the size does not fit, you made a mistake in your order, or it did not arrive in time for the desired date of wearing, etc.
    • Sale items and outlet items
    • Pet supplies
    • Items worn once
    • Products with tags removed
    • If you do not contact us within 3 days of receiving the product, even if it is eligible for exchange
    • Even if the item is eligible for exchange, if you contact us within 3 days of receiving the item, but the 7-day return period has passed
    • Products that have been soiled by the customer
    • Returns without prior notice or confirmation
    • Products that have been used more than once
    • Products that are clearly found to have been used after being inspected upon arrival at our store

    Items eligible for return or exchange

    We will replace the product in the following cases.
    If we have the product in stock, we will exchange it, if not we will refund you.

    • If you receive a product that is different from the one you ordered
    • If the product has extensive stains, irreparable damage, or missing parts

    Return and exchange procedures

    Return period: Please contact us within 3 business days of receiving the product and return the product to us within 7 business days of receiving it.

    Please contact us using the inquiry form, specifying the following details. We will contact you as soon as we receive your email with instructions on how to proceed. (The return address will be our Japanese office.)

    • Order number
    • A photo of the product in question (please take a photo so that it is clear that it is a different product)

    Regarding cancellation after placing an order

    When we receive your order, we will secure the stock and, in the case of pre-order items, we will begin production.

    We do not accept any cancellations after an order has been placed.
    For details regarding returns, exchanges, and changes to your order after it has been placed, please refer to the information for each item.

    About sale items, outlet items, and lucky bags


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


    Business hours

    [Inquiry business hours]

    Weekdays 11:00~18:00

    If you contact us outside of these hours, we will respond on the next business day.

    (Due to the high volume of inquiries, it may take 2-3 business days for us to respond.)

    We are closed on weekends, public holidays, and during the summer and winter holidays.

    Other closing days will be announced on social media etc.

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