FAQ

 

Frequently Asked Questions (FAQ)


🌸 How does shipping work? What does "PREORDER" mean?

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.

🌸 How long does shipping take?

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 note: 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.

🌸 Customs

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.

🌸 Shipping prices and options:

Does shipping include tracking? 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.

🌸 What happens if my package doesn’t arrive or gets returned?

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. Each case will be reviewed individually.

2. 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.

3. Delivery timing:
We cannot guarantee delivery on specific dates, as logistics are beyond our

control. Please account for this when placing your order.

🌸 Can I combine two orders?

We cannot combine two separate orders. However, if possible, we can cancel one order and add its items to the other. Please contact us via the contact form with your order number and details of the items you wish to combine. Note that adding items may extend shipping times.

🌸 Do you make customized products?

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.

🌸 Do you accept returns and exchanges?

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.).

  • Colors on screen may differ slightly from the physical product.

🌸 Refund Policy

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.

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

Thank you for understanding and for supporting our small business! If you have further questions, please contact us via our contact form or email at ellina.contact@gmail.com.