FAQ

You may cancel your order and place a new one within 60 minutes of completing your purchase.
If you wish to make any of the changes below, please cancel your order via the order confirmation email or your My Page, and then place a new order.

• Changing the size, color, or other items
• Canceling part of an order or adding items
• Changing or correcting the delivery address

※Cancellations are processed by entire order. It is not possible to cancel only a portion of the items in an order.
※If more than 60 minutes have passed since you completed your order, please accept the delivery and then return the item(s) at your own expense.

If the item you wish to reorder is sold out, please contact us using the form here.

Even if you have cancelled your order, the charge may temporarily appear on your statement depending on the card company's processing status. Once the cancellation procedure is complete, the charge will be reversed/refunded after a certain period of time.

If using a debit or prepaid card
Refunds after cancellation will be processed once the authorization (reservation of credit limit) is released. The time it takes to receive a refund varies by card company and may take approximately 30 to 90 days.

※Authorization is the process by which a card company verifies a customer's credit information to confirm that payment is possible.

We accept returns within 10 days of the product's arrival.

When returning items, please use a trackable shipping method.
*If you return items using a non-trackable method and we are unable to confirm their arrival, we will not be able to process your return or refund.

Please note the following regarding returns:

• Return shipping costs are to be covered by the customer.
• Refunds will be processed after we have confirmed the receipt of the returned items.
• Refunds apply only to the product price; original shipping fees and bank transfer fees are non-refundable.
• Refund processing may take approximately 5 business days after confirming the arrival of the returned items.
• When returning items, please ensure they are in the same condition as when they were delivered, including all product tags and accessories.

[How to Return Items]
Please fill out the "Return Form" included with your order and return it along with the product, product tags, and all accessories.
If the Return Form is missing or incomplete, please be aware that it may take additional time to process your return.

[Return Address]
Recipient: Esrat Japan Co., Ltd.
Address: YAK Ebisu Minami 2F, 2-27-8 Ebisu Minami, Shibuya-ku, Tokyo, 150-0022
*Please note that we do not accept in-person drop-offs.

Products marked as "Made-to-Order" on the product page are not eligible for return or exchange.
Additionally, we cannot accept returns in the following cases. If ineligible items are returned, they may be sent back to the customer with shipping charges payable upon delivery.

• Items returned more than 10 days after arrival
• Used or processed items, or items that have been washed or dry-cleaned
• Items with removed product tags/labels, or items with missing accessories
• Items that have acquired odors, stains, or damage while in the customer's possession
• Items returned in a condition significantly different from their original state at the time of delivery (including boxes and accessories)
• Other items deemed ineligible for return

We accept size exchanges within 10 days of the product's arrival.

When returning the item, please use a trackable shipping method.
*Please note that we cannot process exchanges if we are unable to confirm the receipt of the returned product due to the use of a non-trackable shipping method.

Please note the following regarding the exchange process:

• Return shipping costs are the responsibility of the customer.
• Exchanged items will be shipped after we have confirmed receipt of the returned item and verified stock availability.
• We will cover the shipping costs for the exchange item.
• If the requested size is out of stock, we will contact you.
• Please return the item in its original condition as received, including all tags and accessories.

【Return Procedure】
Please fill out your requested size on the "Return Form" included with your order and send it back along with the product tags and accessories.
Please note that if the required information is missing from the Return Form or if the form is not included, it may take some time for us to process your request.

*We do not accept exchanges for different products. If you would like a different product, please process a return for your current order and place a new order for the desired item.

【Return Address】
Recipient: S-Lart Japan Co., Ltd.
Address: YAK Ebisu Minami 2F, 2-27-8 Ebisu Minami, Shibuya-ku, Tokyo 150-0022
*Please note that we do not accept direct drop-offs of returns.

＜Important Notes＞
Products labeled as "Made-to-Order" on the product page are not eligible for return or exchange.
Additionally, exchanges cannot be accepted in the following cases. If ineligible products are returned, they may be sent back to the customer at their own expense (cash on delivery).

• Items returned more than 10 days after delivery.
• Items that have been used, altered, washed, or dry-cleaned.
• Items with tags or labels removed, or missing accessories.
• Items that have acquired odors, stains, or scratches while in the customer's possession.
• Items whose condition at the time of return differs significantly from the condition at the time of delivery (including boxes and accessories).
• Other items deemed ineligible for exchange.

Refund methods depend on the payment method used at the time of your order.

[For credit card payments]
Refunds will be processed through your credit card company.
The time it takes for the refund to be reflected in your account after the process is complete depends on the card issuer. Please contact your credit card company directly for further details.

[For bank transfer payments]
Refunds will be made to your designated bank account. We will contact you regarding the account information required for the refund.
*In the case of returns due to customer convenience, the bank transfer fee for the refund will be borne by the customer.

[For debit card or prepaid card payments]
Refunds will be processed through your card issuer.
For debit and prepaid cards, the purchase amount may be deducted from your account or card balance at the time of the authorization process during checkout.

The time it takes for the refund to be reflected after the cancellation and refund process are complete depends on the card issuer. Please contact your card company directly for further details.

*The authorization process is a procedure in which the card company confirms the validity of your card and your available credit limit to determine if the transaction can be processed.

Refunds will be processed once we have confirmed receipt of the returned items.

Please note that it may take approximately 5 business days for us to process your refund after the returned items have been received.

Once the refund process is complete, we will notify you at the email address registered to your order.

The time it takes for the refund to be reflected in your account after we have completed the process depends on your credit card company or financial institution. For specific details regarding when you will receive the refund, please contact your card issuer or financial institution directly.

[If using a debit or prepaid card]
When using a debit or prepaid card, the transaction amount may be temporarily deducted from your bank account or card balance due to the authorization process performed at the time of your order.

It may take some time for the refund to be reflected in your account after the cancellation and refund process is completed. As the timing of the refund varies by card issuer, please contact your card company for further details.

* Authorization is a procedure used by card companies to verify the validity of your card and confirm that the payment can be processed.

Shipping within Japan is a flat rate of 880 yen (tax included) nationwide.

For international shipping, the cost varies depending on the destination country/region and the weight of the items.

Domestic shipments within Japan will be delivered via Yamato Transport.

International shipments will be delivered via EMS (Express Mail Service).

※Please note that you cannot specify the delivery carrier.

We sincerely apologize, but due to system limitations, we are unable to accept requests for specific delivery dates and times, or delivery instructions such as "leave at door" or "drop-off in parcel locker."

Once your order has shipped, we will send a shipping notification email containing your tracking number (inquiry number). Please check the email and contact the delivery carrier directly to request any changes to your delivery date, time, or instructions.

Please note that we are also unable to accept requests for specific shipping dates; we appreciate your understanding.

If you would like to pick up your order at a Yamato Transport center, please confirm the center you would like to use and enter your shipping information as follows:

• Name: Your name
• Address: The address of the Yamato Transport center of your choice + "Yamato Transport [Center Name] Stop"
• Phone number: Your phone number

*Please check the address and name of the center in advance on the Yamato Transport website.

You can cancel your order yourself within 60 minutes of placing it. Please cancel your current order and place a new one with the correct shipping address.

▶ How to cancel your order

If 60 minutes have passed since your order was placed, please check the tracking number provided in your shipping confirmation email once the item has been dispatched, and contact the delivery carrier directly to request a change of delivery address.

【For customers using external payment services】
If you use an external payment service such as Shop Pay, the address registered with that service may be automatically applied as your shipping address.

Before placing your order, please be sure to verify that the address registered with your external payment service is up to date.

If you have not received your order, please first check the delivery status using the tracking number (inquiry number) provided in the shipping notification email.

If the delivery status shows as "Delivered" but you have not received your items, or if you have any questions regarding the delivery status, please contact the delivery carrier directly.

*Please note that deliveries may be delayed due to weather, traffic conditions, or high package volumes at the delivery carrier. Thank you for your understanding.

If you have not received a shipping notification email, or if your order has not been shipped after a significant amount of time, please contact us using the form here.

If you are unable to receive your order due to a prolonged absence, please arrange for redelivery directly with the carrier before the storage period expires.

If the storage period expires and the item is returned to us, your order will be canceled.

If you still wish to purchase the item, please place a new order.

*Please note that if the item is sold out by the time you reorder, it may no longer be available for purchase. We appreciate your understanding.

We sincerely apologize, but we do not offer gift wrapping services.

※A delivery note stating the price of the items will be included with your order. If you do not require one, please write "No delivery note needed" in the remarks section.

[For customers purchasing items as a gift]

If you are purchasing items as a gift, please inform the recipient that a package will be arriving before it is delivered.

Because the shipping label on the package will list "ESLATO" as the sender, the recipient may not be able to identify who the gift is from.

We apologize for the inconvenience and appreciate your cooperation in notifying the recipient in advance.

We accept international shipping to the following countries and regions:

China (excluding certain areas), South Korea, Taiwan, Hong Kong, Singapore, Thailand, Indonesia, Malaysia, Australia, the United Kingdom, Canada, and New Zealand.

International orders are delivered via EMS (Express Mail Service). Shipping fees vary depending on the destination country/region and the weight of the items.

Please note that some items are ineligible for international shipping. Please check the individual product pages for details before placing your order.

Regarding Customs Duties and Import Taxes
Depending on the destination country or region, customs duties, import taxes, other taxes, and customs clearance fees may be charged upon arrival. All such costs are the responsibility of the recipient.

Since the applicability and amount of customs duties are determined by the customs authorities of the destination country or region, we are unable to provide advance notice. Please contact the customs office in your destination country or region for further details.

Additionally, for international shipments, delivery may take longer than the estimated dispatch and arrival dates stated on the product page due to customs clearance or logistics conditions. Thank you for your understanding.

Returns and Exchanges for International Orders
If you wish to return an item, the return shipping costs are to be borne by the customer.

We do not accept exchanges for international orders. If you would like a different product or size, please return the original item and place a new order for the item you wish to receive. Refunds will be processed after we have confirmed the receipt of the returned item.

Please note that if the product is defective or if you received an item different from your order, please contact us before proceeding with the return. We will confirm the condition of the product and provide instructions on how to proceed.

If you have any questions regarding international shipping, please contact us via this form before placing your order.

The following payment methods are available.

• Credit Card
• Apple Pay
• Google Pay
• Bank Transfer

[Credit Card]
The following cards can be used:
VISA, Mastercard, JCB, American Express

[Debit Cards / Prepaid Cards]
These can be used for payment in the same way as credit cards.

Please note that the payment amount may be deducted from your bank account or card balance at the time of authorization during your order.

If you cancel your order, the time it takes for the refund to be reflected depends on your card issuer and may take approximately 30 to 90 days. For further details, please contact your card issuer directly.

* Authorization is the process by which a card issuer verifies the validity of your card and your available credit limit to confirm if the transaction can be processed.

[Apple Pay]
You can use compatible cards registered with Apple Pay.

[Google Pay]
You can use compatible payment methods registered with Google Pay.

[Bank Transfer]
Please transfer the payment to the specified account within 7 days of the order date. We will arrange for the shipment of your items after we have confirmed your payment.

If payment is not confirmed within 7 days of the order date, your order will be cancelled. If you still wish to purchase the items, please place a new order.

Please transfer payment to the designated bank account within 7 days of your order date.

Once we have confirmed your payment, we will send a payment confirmation email and proceed with shipping your order. Please note that it may take some time from the confirmation of your payment to the completion of shipping.

If we cannot confirm your payment within 7 days of the order date, your order will be cancelled. If you still wish to purchase the items, please place a new order.

*If you transfer payment outside of bank business hours, such as on weekends or holidays, it may not be confirmed until the next business day or later.

For pre-order items, full payment is required at the time of order, not at the time of shipment.

If paying by credit card, you will be billed according to your card issuer's closing date, based on the date your order is placed (the date checkout is completed).

If paying by bank transfer, your pre-order will be considered confirmed once we have verified your payment.

We apologize, but we do not support installment payments via credit card at the time of order.

Depending on your card issuer, it may be possible to change your payment to installments after the transaction has been completed. Please contact your credit card company directly to inquire about eligibility and the procedure for making such changes.

Shop Pay is a payment service provided by Shopify, the e-commerce platform used by ESLATO.

By saving your email address, mobile phone number, shipping address, and credit card information with Shop Pay, you can easily make payments for future purchases by simply entering a verification code.

※Shop Pay can also be used at other online stores that offer Shop Pay as a payment method.
※Registering for Shop Pay is different from registering for an ESLATO account. Updating your ESLATO account information will not reflect in the information saved in Shop Pay.

【If the Shop Pay checkout screen appears automatically and you wish to use a different payment method】
You can select other payment methods by proceeding with "Checkout as guest" on the Shop Pay checkout screen.

If the Shop Pay verification code screen is displayed, please close the verification screen to proceed to the standard checkout screen.

【If you wish to change or delete information registered with Shop Pay】
ESLATO cannot change or delete the customer information (shipping address, credit card information, phone number, etc.) saved in Shop Pay.

If you wish to change or delete your registered information, please perform the procedure yourself through Shop Pay.

▶ Click here to change your Shop Pay registration information
(For changes to shipping address, credit card information, phone number, etc.)

▶ Click here to delete your Shop Pay account
(If you wish to completely delete your Shop Pay registration information)

We apologize, but we do not mail receipts.

Please download the receipt data yourself and print it if necessary.

≫ How to issue a receipt

Registering for an ESLATO account is free.

By having an account, you can check your order history and registered information from your My Page.

ESLATO uses a "new customer account" system, so there is no need to set a password.

When logging in, please enter the authentication code sent to your registered email address.

≫ Click here to log in or register an account

At ESLATO, you can log in to your account using an authentication code sent via email instead of a password.

【How to Log In】

1. Enter your registered email address on the login screen.
2. You will receive an authentication code at the email address you entered.
3. Enter the authentication code provided in the email on the login screen to access your My Page.

≫ Click here to log in

※If you do not receive the authentication code, please check "If you do not receive the login authentication code".

You can view and update your registration details via your My Page.

Please log in to your My Page and proceed from the profile screen.

≫ Click here for My Page

Please note that depending on the information, you may not be able to make changes yourself. For information that cannot be changed, please contact us via the form here.

※Shipping addresses, credit card information, and phone numbers registered with Shop Pay are separate from your ESLATO account information. To update your Shop Pay registration details, please do so directly through Shop Pay.

You can view your order history from My Page.

Please log in using the email address you used when placing your order and check the "Order History" section of My Page.

≫ Click here for My Page

If your order history is not displayed, please check if the email address you are currently logged in with is the same one you used when placing your order.

If your order history is still not displayed after logging in with the correct email address, please contact us using the form here.

If you wish to delete your ESLATO account, please contact us via the form here.

We will proceed with the account deletion process after verifying your identity.

Please note that once your account is deleted, you will no longer be able to view your order history or other information from your My Page.

*The Shop Pay account is separate from your ESLATO account. If you wish to delete your Shop Pay account, please follow the procedure directly through Shop Pay.

If you wish to unsubscribe from our newsletter, please click the "Unsubscribe" link at the bottom of the email you received.

* Please note that it may take some time for your request to be reflected in our system after you have unsubscribed. Therefore, you may continue to receive emails temporarily. Thank you for your understanding.

If you are not receiving emails from ESLATO, please first check your spam folder.

Additionally, if you have set up email filtering or other anti-spam measures, please ensure that you are configured to receive emails from "@eslato.co.jp".

If you are using carrier email services such as "docomo", "ezweb", or "softbank", emails may not be delivered due to security settings. If you still do not receive emails after adjusting your settings, please try using a different email address, such as Gmail or Yahoo! Mail.

If you do not receive a response to your inquiry, please also verify that the email address you provided is correct.

If your issue is not resolved after checking the FAQ, please contact us using the form here.

We will review your inquiry and respond in due course.

*Please note that depending on the nature of your inquiry and current volume, it may take some time for us to respond.