FAQ
1.) How do I pay for my order?
We accept payments from all major credit card companies (Visa, MasterCard, JCB, American Express, etc.) including Paypay, Rakuten Pay, au Pay, regular bank accounts, and convenience store payments.
2.) When will my purchase be shipped?
In-stock, ready-to-make items ship within 1-2 business days.
Personalized products generally require approximately 3 to 5 days to be manufactured.
3.) How much does shipping cost?
Regarding shipping charges, we offer free nationwide shipping to customers who purchase over 5,000 yen. (Including Okinawa)
Also, please note that if the amount is less than 5,000 yen at checkout, the shipping fee will be 700 yen.
Our products are manufactured in China, so we ship them from China, and once they arrive in Japan, we use Sagawa Express.
4.) Which company will be the delivery company?
After the product has been transported from China to Japan, Sagawa Express will deliver it to the customer. We will include the Sagawa tracking number in the email we send you after shipping is complete, so you can track the item once it arrives in Japan.
5.) Is it possible to stop delivery at the delivery company's office?
Although it is possible in principle, the Sagawa Express invoice number will be included in the shipping email, so we would appreciate it if you could check with the Sagawa Express delivery office.
If you would like to have a business office Please email us at iloinen.official@gmail.com.
6.) How long will it take to receive my order?
As stated on our product page, it currently takes between 5 and 12 days from receipt of payment to completion of delivery.
7.) Can I get a tracking number for my package?
The tracking number will be included in the email we send you after shipping is complete, so you can check it by entering the tracking number on this tracking page.
In addition, the tracking number of Sagawa Express is listed, so you can accurately track the item on this page after it arrives in Japan.
8.) The product I received was defective, what should I do?
In that case, we apologize for the inconvenience, but please use this email address: iloinen.official@gmail.com If you send a photo or video showing the defective part of the product to iloinen.official@gmail.com, we will check it immediately and if we find any defect or defect, we will immediately remake the product and reship it. Masu.
9.) What is your return policy?
We have a 14 day return policy. You can request a return within 14 days of receiving the item.
Additionally, for customized products with projected photos or names engraved, requests can be made within 14 days of delivery only if the product is damaged or defective.
If you need to return an item, please email us at iloinen.official@gmail.com. Please check this page for more information on our return and exchange policy.