Frequently Asked Questions (FAQ)

We work with PREORDER STOCK, which means we request our manufacturers to produce the required units each month to fulfill pending orders. However, if the total number of orders for a specific product does not meet the minimum required by our manufacturers, production may be delayed by several months. Please keep this in mind when placing your order.

Once your order is ready to ship, you will receive an email notification. This means your order will be shipped soon, and if you selected a tracked shipping option, you’ll receive tracking information within a few days.

Preorder items can only be cancelled before production has started.

Once a preorder item has been sent to production, it is no longer possible to cancel the order or request changes (such as size changes). This is because preorder products are made on demand, and the unit corresponding to your order is produced specifically for you.
Please make sure to keep this in mind before placing an order for a preorder item. If you have any doubts or need help before purchasing, we strongly encourage you to contact us first and we’ll be happy to assist.

We cannot guarantee delivery or shipping on specific dates as logistics are beyond our control. Please account for this when placing your order.

Shipping times vary depending on the destination. While the usual delivery time is 1–3 weeks from the shipping date, delays can occur due to factors like customs processing or postal service disruptions.

Please be aware that fulfillment may take up to 3 months in some cases as there are many external factors involved such as production timelines, lack of stock, delays in receiving items from suppliers or warehouse processing (among others) that can affect when your package is shipped or delivered.

During checkout, you’ll see multiple shipping options. Only options marked with tracking include tracking services.

• If you select the cheaper, untracked option, your package will not be insured and you will not be covered in case it is lost or arrives damaged.
• Tracking links will be provided a few days after the shipping confirmation email, as soon as they are made available by the postal service. Please be patient while waiting for this information.

Please note that if you did not choose tracked shipping, your package will not be insured and we cannot cover losses or damages. For peace of mind, we recommend selecting a tracked shipping option when placing your order.

Orders containing items like cardigans, backpacks, tote bags, or hanging pouches may be shipped directly from our manufacturer in China. This may result in customs fees, which are the responsibility of the customer.

1. Lost packages or transit delays:

   If your package is lost or stuck in transit, we may offer to reship the product. However, the reshipping fee (always tracked) must be covered by the customer. Requests must be submitted within one month of shipment. Each case will be reviewed individually and assessed based on its specific circumstances.

2. Package returned due to incorrect or incomplete shipping address:

   We are not responsible for packages that are returned to us or cannot be delivered due to an incorrect or incomplete shipping address provided at checkout. Please make sure to double-check your shipping details before placing your order.

   If your package is returned to us for this reason, we can reship it, but the customer will be responsible for covering the additional shipping costs.

   If your package cannot be delivered for this reason and the package ends up being abandoned, the store is not responsible for this situation and we cannot offer a reshipment or a refund.

3. Failure to collect a package:

   If you fail to collect your package or miss the notification of its arrival, the store is not responsible. It is the customer’s responsibility to monitor tracking updates and ensure timely collection. In this case, the reshipping fee (tracked) must be covered by the customer, even if the original shipping option did not include tracking.

If you receive your order and notice that an item is missing or arrives damaged or defective, please contact us within two months from the delivery date. Make sure to include your order number and clear photos or videos showing the issue so we can properly review your case.

Each situation is assessed individually, and the solution will depend on the nature of the issue. We reserve the right to determine the appropriate course of action accordingly.
We truly appreciate your understanding and cooperation.

From January 2026 onward, two orders from the same customer can no longer be combined. Due to changes in our platform and order workflow, this option is no longer available. We apologize for the inconvenience.

Yes! You can find pricing details in our commissions section. When placing a commission order, please include all details in the notes. If you have visual references, send them to ellina.contact@gmail.com.

We do not accept returns or exchanges. If your item arrives damaged, please contact us within 15 days of delivery through our contact form, and we’ll do our best to resolve the issue.

Important Notes:

• If your package is returned due to transportation, customs, or delivery issues, we can reship it, but the reshipping fee must be covered by the customer.
• Make sure your shipping address is complete, accurate, and written in alphabet letters only (e.g. avoid using Japanese, Chinese, etc.)
• Please note that colors on screen may differ slightly from the physical product and this difference is not a compelling reason for a return/exchange of the product.

1. For defective items

   You must notify us within 15 days of delivery to request a refund or replacement. After 15 days, only a partial refund may be issued, depending on the severity of the defect, and requests must be made within 2 months of delivery.

2. For lost tracked packages

   Refunds can be requested within 4 months of shipping. It will be issued to the original payment method. Please allow time for your bank or credit card company to process the refund.

*Please note that, either for situation 1 or 2 explained above, each case will be reviewed individually and, depending on the specific circumstances, we will proceed with either a partial refund, a full refund or a replacement of the item. Thanks for your understanding.