Frequently Asked Questions (FAQ)
HELP&FAQ
*For details about subscription box products, please see the "Apart" subscription box at the bottom of the page.
<About ordering>
I haven't received an order completion email.When your order is complete, you will receive an email from ecocurtain with the subject "Your order has been accepted (Order number XXX)." If you choose to pay at a convenience store, you will also receive a payment guide from .
If you do not receive an email, the following may be the cause.
・It has been sorted into the spam folder.
・An error has occurred due to the customer's domain specification.
We apologize for the inconvenience, but please set up each email address to receive emails.
The setup method varies depending on the model, so please check with your mobile phone carrier or manufacturer for setup instructions.
If you have changed your reception settings but are still unable to receive emails, please contact us via the inquiry form, stating your name and phone number.
I want to check if my order has been placed
You can check the details of your order from "My Page." You can log in to "My Page" here.
<About delivery>
How much is shipping?
Standard shipping items
We deliver nationwide for a flat rate of 580 yen.
Large delivery items
Shipping costs vary depending on the product.
You can check the shipping fee on the product page and cart screen, so please check it before placing your order.
Please note that shipping charges will be incurred for each large item.
Please note that shipping fees and product prices may change without notice.
Can I choose the shipping method?
Products will be delivered by post (Yamato Transport) or courier (Yamato Transport/Sagawa Express). The delivery method will be determined by the contents of the product to be delivered, so you cannot choose the delivery method. After the shipping procedure is completed, we will send you a "Shipping Completion Email", so please check the delivery method.
For more information on shipping methods, please refer to the User Guide.
Can I combine multiple orders for shipping?
We are sorry, but we ship products per order and are unable to ship multiple items together.
Can I check the delivery status?
You can check the delivery status using the tracking number provided in the "Shipping Completion Email."
The "Shipping Completion Email" will be sent to your email address when the warehouse entrusts your package to the delivery company.
When will my item arrive?
Except for large delivery items and pre-order items, your order will be shipped within 5 business days after payment is confirmed.
Estimated delivery schedules for large delivery items and pre-order items are displayed on the product page and in the shopping cart, so please check them before placing your order.
*Please note that shipping operations are closed on Sundays and holidays.
*Delivery may take longer due to unavoidable circumstances such as the delivery company's workload, weather conditions, traffic conditions, etc.
*Delivery may take longer in some areas, such as Okinawa and remote islands.
*If you purchase a large delivery item or pre-order item together with a regular delivery item, or if you purchase multiple large items together, they will be delivered together once all items are available. Please note that they will be shipped according to the item with the latest delivery time. (If you wish to have them delivered separately, please place separate orders.)
Will I receive an email notification when my order is shipped?
Once your package has been entrusted to the delivery company, we will send you a "Shipping Completion Email."
Can I specify a delivery date and time?
If you would like to specify a delivery date and time, please contact us via chat. Please note that we may not be able to accommodate your request depending on your schedule.
If you would like to specify a delivery date and time after shipment has been completed, please contact the delivery company (Yamato Transport/Sagawa Express) directly.
Can I change the shipping address?
The delivery address cannot be changed after shipment has been completed. Please contact the delivery company (Yamato Transport/Sagawa Express) directly.
It may be possible to change the delivery address before the shipment is prepared.
Please contact us with your name, order number, and phone number.
*Please note that changes may not be possible depending on the preparation status.
What happens if I can't receive it for an extended period of time?
If you are not at home, the delivery company will place a notice in your mailbox, so please collect the item within the storage period stated in the notice. If the storage period is exceeded or the address is unknown, the item will be returned to our shop.
When you receive a return, please contact us and complete the procedure within the specified time frame according to the instructions on our store.
Please note that if we do not receive your reply within the specified period, your order will be cancelled and we will not be able to resend the item under any circumstances.
After cancellation, we will refund the amount excluding the shipping fee you have paid and the shipping fee incurred for the return. Thank you for your understanding.
If you paid via convenience store or bank transfer, we will refund the money to your bank account, so please contact us as instructed in the email we sent you.
Can I ship overseas?
We do not accept any orders or payments from outside of Japan, nor can we ship or arrange for exchange products outside of Japan.
Can I have my item gift wrapped?
Gift wrapping is not available at this time.
<Cancellation & Return/Exchange>
Can I cancel my order?
Please note that as we begin arranging your order immediately after receiving your order, we do not accept cancellations after an order has been placed.
*The subscription box "apart" cannot be cancelled after purchase.
How can I cancel my order?
If you wish to cancel, please contact us via the inquiry form and include your name, order number, and phone number. Please note that you will be responsible for any fees associated with refunds.
Can I return or exchange the item?