User Guide

<How to order>

Select the option and quantity from the desired product page and add it to your cart.
After completing your order, we will send an order completion email to your registered email address.
If you do not receive an email after a while, please check your spam folder or check your order status in your order history.

<About the product>

[Please read the following notes before purchasing]
1) The color of the product may differ from the image depending on indoor settings and light sources.
Also, depending on the usage environment of your smartphone, PC, or other monitor, the color of the actual product may look slightly different from the actual product, so please be aware of this before purchasing.

2) We are unable to accept changes in color or size for products that have been ordered, so please double check before placing your order.
In addition, we cannot accept returns or exchanges for products that have been delivered due to customer reasons such as size changes, color changes, image differences, or actual dimensions. Please refrain from doing so.

3) There may be fraying, loose threads, no washing tags, wrinkles, or poorly tamed beads or buttons.
Please also note that the size may be 2-3 cm larger than the actual size and the color may differ depending on the monitor, so please be aware of this before purchasing.

<About payment>

·credit card
・Amazon Pay
・PayPay/LINE Pay/Merpay
·Convenience store settlement

<About delivery>

【about shipping cost】
Free shipping on all items *For Okinawa and remote islands: 1,200 yen
*For overseas shipping: 3000 yen

[Cash on delivery fee]
A separate handling fee of 330 yen (uniform nationwide, tax included) will be charged.

[About the shipping company]
We deliver using Sagawa Express/Yamato Transport /Eco Shipping .
*Cash on delivery service may not be applicable in some areas such as remote islands, or it may not be possible to specify the date and time. Please note.

[About the number of days it takes to ship]
In-stock items : Ships within 3 business days of order (payment).
Pre-order items: Will be shipped within 14 business days from your order (payment).

[About delivery/product shipping]
We may ship items individually to ensure faster delivery.
If your order is large, it may be shipped separately.
Please rest assured that you will not be charged any additional shipping or handling charges.

[How to change the shipping address]
If you would like your order to be delivered to a different address than the one you entered when ordering, please contact us by email (info@ekcookies.jp).
However, please note that changes may not be possible depending on the shipping stage.
*If contacting us by email, please include your order number.

[If delivery is not possible due to refusal of delivery, long-term absence, or unknown address]
Please note that if the delivery address entered by the customer at the time of ordering is incorrect, the product may be returned to our shipping company as undeliverable.
If the product is returned due to refusal of receipt, long-term absence, unknown address, etc., it will be treated as a cancellation due to the customer's convenience.
If the product is returned to our shipping source as undeliverable, the product will be discarded or disposed of at our discretion.
Please note that in this case, we will not be able to reship the product, refund the product price, or take any other action regarding the product.
*We may also decline your order if we determine that it is a fraudulent order. We apologize for the inconvenience, but thank you for your understanding.

<About returns>

[About returns]
As a general rule, we do not accept returns or exchanges after receiving the product.
If the delivered product is found to be defective, or if you receive a product that is different from what you ordered, we will either return it or exchange it for the same product.
*Please note that we will not be able to accept returns of defective products if we do not hear from you within 5 days of receiving the product.
If you would like to exchange or return an item, please contact us and let us know which option you would like and attach a photo of the defective part.

*Please note that we cannot accept returns or exchanges in the following cases.
・Returns and exchanges due to customer's convenience (color, size, etc.)
・Products that have been delivered for more than 6 days ・Products that have been used, have been repaired, washed, or cleaned ・Products that have odors, stains, or scratches from the customer's use

[About refunds]
・If the payment method for ordering the product is bank transfer or convenience store payment, we will refund the amount by bank transfer to the customer's designated account.
We will transfer the amount within 3 business days after you reply to our contact by email with your designated account.
Please note that convenience store payment fees will be borne by the customer.
If we refund a portion of the amount you paid when ordering the product, you will be responsible for paying the convenience store payment fee for the refund.
Please note that if you do not respond to our contact regarding your designated account, we will not be able to provide a refund.
We also cannot refund money to a bank account in a name other than the orderer's name.
- If the payment method used when ordering the product was a credit card payment, the refund will be made through the credit card company.
・If the shipped product is returned to our shipping source as undeliverable after shipping, we will not accept any refunds for the product price, etc., regardless of the reason.