FAQ

• How to place an order.

(1) Choose the desired product.

(2) Put the product in the shopping bag.

(3) Confirm the bag.

Check that there are no errors in the order and click the "CHECK OUT" button.

If the product is out of stock, it will be displayed that it is out of stock, such as when another customer has purchased the product before you.

(4) Proceed with the purchase procedure.

Enter "Customer Information", "Shipping Method", and "Payment Method" according to the guidance.

(5) After confirming the contents, click the "Pay Now" button.

(6) The purchase procedure is complete.

(7) A confirmation email will be sent to you. This email will be your customer copy, so please keep it until the product arrives.

• WIMO (Where is my order)

We will inform you of your 13-digit item number.

• How can I track my order?

You can track your orders here.

https://trackings.post.japanpost.jp/services/srv/search/?locale=en

https://www.ems.post/en/global-network/tracking

• Shipping fee

Nationwide 360 yen (tax included).

However, Hokkaido and Okinawa are 1,830 yen (tax included).

Free shipping for purchases of 30,000 yen or more.

 

International

Estimated shipping fees (excluding consumption tax and customs duties)

E.g.

Asia 3,500 yen

Oceania, North America, Central America, Middle East 4,500 yen

Europe 5,000 yen

The exact shipping fee will be reflected on the checkout screen after adding the item to your cart, so please check it as well.

About customs duties

Customs duties that occur during overseas delivery are not included in the displayed price of the item, etc. Please note that if customs duties are incurred, you will be responsible for them.

Shipping company and form

EMS

• What if the size is wrong?

Regarding overseas delivery, we do not accept returns or exchanges due to your convenience (such as "different from the image" or "size does not fit").

If there are any defects or problems with the product, please contact our customer service by email (info@elcanek.jp) within 14 days of arrival.

• Can I send back? / Do I get a refund?

 

Please note that we cannot accept returns or exchanges in the following cases:

• Goods that have passed 14 days from the date of delivery (including the arrival date)
• Products purchased outside of this online shop
• Products that have been used once
• Items that are not in the packaging condition at the time of delivery (labels, tags, outer boxes, etc.)
• Products that have been returned without notifying us of the desire to return or exchange
• Products that arrived with cash on delivery shipping
• Products for which it is announced at the time of sale that returns or exchanges are not possible

※ Depending on the product, the finish may be different from the image, such as the color and pattern due to the nature of the product.

※ For returns due to customer convenience other than defective products, please send the product to our company with the shipping fee prepaid.

• Receipt

If you need a receipt, please contact us by email (info@elcanek.jp).

However, we do not send receipts by mail. Please note that the data will be provided.

 

• How to wash EL Canek Denim

 For those who want to enjoy quick color fading:

Wash the jacket every two months in your home washing machine, without turning it inside out. You can choose to use a laundry net or not.

 

For those who want to minimize color fading:

Wash the jacket every 2-3 months, turning it inside out and placing it in a laundry net before using your home washing machine.

 

Proper care is essential to maintain the quality and appearance of your EL Canek denim products. Choose the washing method that aligns with your preference for color fading, and remember to follow these guidelines to ensure your denim stays in top condition.