About your order
Q.I haven't received an order completion email from the Ete Online Store.
A. We apologize for the inconvenience.
If you do not receive an e-mail from the ete ONLINE STORE, the following reasons are possible.
(1) Possibility of being treated as spam
There is a possibility that ete ONLINE STORE e-mails are automatically treated as spam by your e-mail system.
Please check your spam folder.
*There have been cases of Softbank carrier mail being automatically sorted into junk mail and deleted.
Also, if you are using anti-spam measures, it may be set so that you cannot receive ete ONLINE STORE e-mails.
Please set so that you can receive ete ONLINE STORE domain "@eteweb-shop.com".
Order confirmation emails and replies to inquiries will be sent from the above domain, so please allow the above domain to receive emails.
[Customers using docomo]
1. Scroll down the "Mail Settings" screen and select "Detailed Settings/Cancel"
2. Enter the password on the "Confirmation" screen and select "Confirm" (*)
3. On the "Spam E-mail Countermeasures" screen, select "Settings" for the item "Reception/rejection settings" and select "Next".
4. Scroll down the "Receive/Reject Settings" screen and select "Receive Settings"
5. Enter "@eteweb-shop.com" in the input field and click "Register"
[Customers using au]
1. Enter the 4-digit PIN code on the "Junk E-mail Filter" setting screen
2. Select "Advanced Settings"
3. Scroll down to the "Recipient list settings" item, check "Set" and select "Next"
4. Enter "@eteweb-shop.com" in the input field and select "Register"
5. The "Confirm settings" screen will be displayed, so select "Register" again.
[For users of SoftBank models]
For carrier mail (domain is @i.softbank.jp)
1. Log in by entering your mobile phone number and password on the "My SoftBank" screen
2. Select "Email (i)" in "Email Settings"
3. Press the "Next" button on "Junk mail block settings"
4. Press the "Change" button in the "Allowed Receiving List"
5. Click "Add"
6. Enter "@eteweb-shop.com" in each input field, check "Suffix matches", and select "Settings"
Some of the setting methods differ depending on the model terminal. For details, please refer to the manual of the terminal and to each mobile phone company.
(2) Possibility that there is an error in the registered e-mail address
There is a possibility that the registered e-mail address is incorrect.
From the viewpoint of personal information protection, we cannot accept changes to registered information.
If you wish to make any corrections, we will cancel your order, so please place a new order.
If you wish to cancel, please contact us using the inquiry form .
In addition, customers who have logged in to ete MEMBERS and placed an order can check the registered email address from the "Purchase history list".
* Customers who purchased with an Amazon account or guest purchase cannot check from the "purchase history list".
Q.Can I ask for gift wrapping?
A.If you select " gift wrapping " on the order form , we will attach a shopper with a ribbon according to the number of items.
Q.Can I change or cancel an order?
A.We cannot accept changes or cancellations after the order is completed.
Please check the product name, product number, color, size, etc. before ordering.
If you wish to cancel due to unavoidable circumstances, please contact us using the toll-free number (0120-10-6616) or the inquiry form .
Q.Can you issue a receipt?
A. Please tell us that you would like a receipt issued from the inquiry form .
-------------------------------------------------- -------------------------------------------------- ---
About product delivery and payment
Q.How long will it take to arrive after ordering?
A. We will deliver the product within one week from the order. (Excluding some areas such as remote islands)
In addition, if there is a specified delivery date, we will deliver it on the specified date.
*Delivery to Hokkaido, Okinawa Prefecture, and remote islands will be by land and sea, so we are unable to meet your request.
Please refer to this page for reserved items .
Q.Can I specify the delivery date?
A.We will accept your desired date within 7 to 15 days from the date of order.
If you do not specify a delivery date and time, it will usually be delivered within one week of your order, although it depends on the delivery area.
*Delays may occur due to weather and road conditions.
*Delivery to Hokkaido, Okinawa Prefecture, and remote islands will be by land and sea, so we are unable to meet your request.
*You can check the delivery status from the URL in the shipping completion email.
Q.Where is the shipping company?
A.It will be delivered by Sagawa Express.
Q.Can I check the shipping status or change the delivery address/time?
A.We will automatically send an e-mail to your registered e-mail address around 19:00-20:00 on the shipping date.
For inquiries about delivery such as "change of delivery address", "specified delivery date and time", "product not delivered even after specified time",
Please check the slip number in the email and contact the sales office in charge.
*You can also check the Sagawa Express website, but it may take some time for the delivery status to be reflected.
Luggage inquiry service: https://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp
Branch search: https://www2.sagawa-exp.co.jp/branch_search/
* Receipt will be smoother if you register for Sagawa Express "Smart Club".
Please see below for details.
Smart Club: https://www.sagawa-exp.co.jp/service/smartclub/
Q.Can you ship overseas? [Do you ship abroad? ]
A.If you would like to order and have your product delivered outside of Japan, you can do so only through the "WorldShoppingBIZ" service.
If you wish to place an order or deliver it outside of Japan, you can only place it through the "World Shopping BIZ" service.
If you are thinking about shipping outside the borders of Japan, you can only go through “World Shopping BIZ” service. (If you are thinking about shipping outside the borders of Japan, you can only pass through the “World Shopping BIZ” service.)
In addition, we cannot accept orders for forwarding services.
Q.Is personal information protected?
A.We have established terms of use and terms of use regarding the handling of personal information.
Please read and agree to the "Terms of Use" before using .
We carefully handle your personal information based on our "Privacy Policy".
In addition, SSL is used for security on pages that require input. credit card, address, etc.
All customer information is encrypted and communication content is protected, so please use it with confidence.
-------------------------------------------------- -------------------------------------------------- ---
About the product
Q.I lost one of my piercings/earrings. Can I purchase just one?
A.If it is in stock, you can purchase it at "ete shops nationwide" or "delivery".
Please check the product number and whether you want left or right, and if you wish to purchase at the "shop", please contact us directly.
If you wish to use "delivery", please contact us via the toll-free number (0120-10-6616) or the inquiry form .
*In the case of designs using natural stones, there are individual differences. Please note.
Q.I would like to see the products sold in the ONLINE STORE in the shop.
A.We are accepting reservations at the shop of your choice. (Excluding store limited items)
After checking the product number, please contact the shop you want.
In addition, even if the product is not in stock, there are some products that can be ordered.
For details, please contact the shop staff.
Q.Where is the country of origin?
A. It depends on the product.
After confirming the product number, please contact us by toll-free number (0120-10-6616) or through the inquiry form .
Q. Will my jewelry tarnish?
A.It depends on the material.
If left wet with sweat, etc., it may cause discoloration or corrosion, so wipe it with a soft cloth after use and store it.
【platinum】
It will not discolor under normal use.
【gold】
Pure gold (K24) does not discolor, but K18, K10, etc. contain appropriate amounts of silver and copper, and react with the elements in the air and the quality of hot springs to discolor.
In addition, sweat and sebum may cloud the shine. In either case, if the color is slightly discolored, the shine can be maintained by wiping the surface dry with a soft cloth or special cloth.
[Silver]
If silver products are left unmaintained, they will turn black and lose their luster.
This is a phenomenon called sulfidation, and the chemical reaction between silver and sulfur in the air, moisture, perspiration, cosmetics, chemicals, etc., causes compounds to adhere to the surface.
However, unlike iron, it does not corrode by combining with oxygen. If you wear it every day, you can keep it shiny by wiping it with a soft cloth.
We also offer free cleaning services at shops nationwide.
For details, please contact the shop stylist.
-------------------------------------------------- -------------------------------------------------- ---
About returns and exchanges
Q.Can I exchange the size of the ring?
A.We only accept unused rings.
Please contact us from the toll-free number (0120-10-6616) or the inquiry form within 7 days after the arrival of the product .
Exchange is limited to one time.
Please note that we cannot accept exchanges for different products.
In addition, the customer is responsible for the shipping fee and the return shipping fee for the exchanged product (550 yen (tax included)).
[We cannot accept the following cases]
・Products that show traces of use
・Products with lost, damaged, or soiled accessories (box, purse, purchase certificate, etc.)
・Reserved items
・Made-to-order products
・Products that have been stamped or resized
・Products that have passed more than 7 days after arrival
・In the case of customer convenience (image difference, wrong order, etc.)
Q.Can I return the product?
A. If the product is defective or different from what you ordered, we will promptly return or exchange the product.
Sorry for your inconvenience, but please contact us from the toll-free number (0120-10-6616) or the inquiry form within 7 days after the arrival of the product .
In addition, we cannot accept returns due to order errors or customer preferences, so please check the product name, product number, color, size, etc. carefully before ordering.
-------------------------------------------------- -------------------------------------------------- ---
About repair and aftercare
Q.Can you resize the ring?
A.It depends on the material.
The "resize" section on each product page indicates whether it is possible or not. After confirming, we will accept it at "Shop" or "Delivery".
For details, please contact us by toll-free number (0120-10-6616) or through the inquiry form .
[Notes]
We cannot accept returns, exchanges, or cancellations of products that have been resized.
Q.I would like to request repairs. Where can I do this?
A. The contact information differs depending on the shop or website where you purchased the product.
■ When purchasing at ete shops nationwide
When visiting an ete shop, please tell the shop staff that you would like to have it repaired.
We will keep the item for repair and our customer support will take care of it.
At that time, please bring the purchase certificate, which is handed with the item at the time of purchase.
*Repairs are accepted regardless of the presence or absence of a proof of purchase, but the repair fee may differ.
Also, if you do not have a proof of purchase, it will take longer than usual to process your estimate due to product identification. Please note.
■ When purchasing at ete ONLINE STORE
Available at ete shops nationwide or by delivery.
If it is difficult to visit the shop and you would like to have the product repaired by delivery, please contact us via the toll-free number (0120-10-6616) or the inquiry form .
◆Precaution in the case of the delivery
*Please send us the proof of purchase that was included with your purchase.
*Repairs are accepted regardless of the presence or absence of a proof of purchase, but the repair fee may differ.
*After sending the product, we will contact you with an estimate of repair details, duration, and fees. In addition, the customer is responsible for the shipping fee when sending the item.
*The return shipping fee of 550 yen (including tax) for repaired items from our company, and the repair fee in the case of paid repairs, will be charged by "cash on delivery" when returning the item.
*Please note that the cash-on-delivery fee of 330 yen (including tax) will be borne by the customer.
When purchasing at ete ZOZOTOWN store
Depending on the customer's personal information protection policy, it will be handled through ZOZOTOWN.
Please contact ZOZOTOWN customer support .
When purchasing at ete iLUMINE store
Depending on the customer's personal information protection policy, it will be handled through iLUMINE.
Please contact iLUMINE customer support .
■ When purchasing at a & mall store
Depending on the customer's personal information protection policy, it will be handled through & mall.
Please contact & mall customer support .
■ When purchasing at Rakuten Fashion store
Depending on the customer's personal information protection policy, it will be handled through Rakuten Fashion.
Please contact Rakuten Fashion customer support .
Q.Please tell me how to care for my jewelry.
A. Please refer to here .
Q.Can I ask for cleaning?
A. We accept orders at our shop or delivery.
If you wish to use "delivery", please contact us via the toll-free number (0120-10-6616) or the inquiry form .
If you wish to purchase at the "Shop", please bring the purchase certificate, which was given to you at the time of purchase, together with the item.
Q.Do you take measures against the new coronavirus?
A.To ensure that everyone can enjoy shopping with peace of mind, we wear masks and disinfect hands during shipping.
We will continue to take measures according to announcements from the government and local governments.
Q.I haven't received an order completion email from the Ete Online Store.
A. We apologize for the inconvenience.
If you do not receive an e-mail from the ete ONLINE STORE, the following reasons are possible.
(1) Possibility of being treated as spam
There is a possibility that ete ONLINE STORE e-mails are automatically treated as spam by your e-mail system.
Please check your spam folder.
*There have been cases of Softbank carrier mail being automatically sorted into junk mail and deleted.
Also, if you are using anti-spam measures, it may be set so that you cannot receive ete ONLINE STORE e-mails.
Please set so that you can receive ete ONLINE STORE domain "@eteweb-shop.com".
Order confirmation emails and replies to inquiries will be sent from the above domain, so please allow the above domain to receive emails.
[Customers using docomo]
1. Scroll down the "Mail Settings" screen and select "Detailed Settings/Cancel"
2. Enter the password on the "Confirmation" screen and select "Confirm" (*)
3. On the "Spam E-mail Countermeasures" screen, select "Settings" for the item "Reception/rejection settings" and select "Next".
4. Scroll down the "Receive/Reject Settings" screen and select "Receive Settings"
5. Enter "@eteweb-shop.com" in the input field and click "Register"
[Customers using au]
1. Enter the 4-digit PIN code on the "Junk E-mail Filter" setting screen
2. Select "Advanced Settings"
3. Scroll down to the "Recipient list settings" item, check "Set" and select "Next"
4. Enter "@eteweb-shop.com" in the input field and select "Register"
5. The "Confirm settings" screen will be displayed, so select "Register" again.
[For users of SoftBank models]
For carrier mail (domain is @i.softbank.jp)
1. Log in by entering your mobile phone number and password on the "My SoftBank" screen
2. Select "Email (i)" in "Email Settings"
3. Press the "Next" button on "Junk mail block settings"
4. Press the "Change" button in the "Allowed Receiving List"
5. Click "Add"
6. Enter "@eteweb-shop.com" in each input field, check "Suffix matches", and select "Settings"
Some of the setting methods differ depending on the model terminal. For details, please refer to the manual of the terminal and to each mobile phone company.
(2) Possibility that there is an error in the registered e-mail address
There is a possibility that the registered e-mail address is incorrect.
From the viewpoint of personal information protection, we cannot accept changes to registered information.
If you wish to make any corrections, we will cancel your order, so please place a new order.
If you wish to cancel, please contact us using the inquiry form .
In addition, customers who have logged in to ete MEMBERS and placed an order can check the registered email address from the "Purchase history list".
* Customers who purchased with an Amazon account or guest purchase cannot check from the "purchase history list".
Q.Can I ask for gift wrapping?
A.If you select " gift wrapping " on the order form , we will attach a shopper with a ribbon according to the number of items.
Q.Can I change or cancel an order?
A.We cannot accept changes or cancellations after the order is completed.
Please check the product name, product number, color, size, etc. before ordering.
If you wish to cancel due to unavoidable circumstances, please contact us using the toll-free number (0120-10-6616) or the inquiry form .
Q.Can you issue a receipt?
A. Please tell us that you would like a receipt issued from the inquiry form .
-------------------------------------------------- -------------------------------------------------- ---
About product delivery and payment
Q.How long will it take to arrive after ordering?
A. We will deliver the product within one week from the order. (Excluding some areas such as remote islands)
In addition, if there is a specified delivery date, we will deliver it on the specified date.
*Delivery to Hokkaido, Okinawa Prefecture, and remote islands will be by land and sea, so we are unable to meet your request.
Please refer to this page for reserved items .
Q.Can I specify the delivery date?
A.We will accept your desired date within 7 to 15 days from the date of order.
If you do not specify a delivery date and time, it will usually be delivered within one week of your order, although it depends on the delivery area.
*Delays may occur due to weather and road conditions.
*Delivery to Hokkaido, Okinawa Prefecture, and remote islands will be by land and sea, so we are unable to meet your request.
*You can check the delivery status from the URL in the shipping completion email.
Q.Where is the shipping company?
A.It will be delivered by Sagawa Express.
Q.Can I check the shipping status or change the delivery address/time?
A.We will automatically send an e-mail to your registered e-mail address around 19:00-20:00 on the shipping date.
For inquiries about delivery such as "change of delivery address", "specified delivery date and time", "product not delivered even after specified time",
Please check the slip number in the email and contact the sales office in charge.
*You can also check the Sagawa Express website, but it may take some time for the delivery status to be reflected.
Luggage inquiry service: https://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp
Branch search: https://www2.sagawa-exp.co.jp/branch_search/
* Receipt will be smoother if you register for Sagawa Express "Smart Club".
Please see below for details.
Smart Club: https://www.sagawa-exp.co.jp/service/smartclub/
Q.Can you ship overseas? [Do you ship abroad? ]
A.If you would like to order and have your product delivered outside of Japan, you can do so only through the "WorldShoppingBIZ" service.
If you wish to place an order or deliver it outside of Japan, you can only place it through the "World Shopping BIZ" service.
If you are thinking about shipping outside the borders of Japan, you can only go through “World Shopping BIZ” service. (If you are thinking about shipping outside the borders of Japan, you can only pass through the “World Shopping BIZ” service.)
In addition, we cannot accept orders for forwarding services.
Q.Is personal information protected?
A.We have established terms of use and terms of use regarding the handling of personal information.
Please read and agree to the "Terms of Use" before using .
We carefully handle your personal information based on our "Privacy Policy".
In addition, SSL is used for security on pages that require input. credit card, address, etc.
All customer information is encrypted and communication content is protected, so please use it with confidence.
-------------------------------------------------- -------------------------------------------------- ---
About the product
Q.I lost one of my piercings/earrings. Can I purchase just one?
A.If it is in stock, you can purchase it at "ete shops nationwide" or "delivery".
Please check the product number and whether you want left or right, and if you wish to purchase at the "shop", please contact us directly.
If you wish to use "delivery", please contact us via the toll-free number (0120-10-6616) or the inquiry form .
*In the case of designs using natural stones, there are individual differences. Please note.
Q.I would like to see the products sold in the ONLINE STORE in the shop.
A.We are accepting reservations at the shop of your choice. (Excluding store limited items)
After checking the product number, please contact the shop you want.
In addition, even if the product is not in stock, there are some products that can be ordered.
For details, please contact the shop staff.
Q.Where is the country of origin?
A. It depends on the product.
After confirming the product number, please contact us by toll-free number (0120-10-6616) or through the inquiry form .
Q. Will my jewelry tarnish?
A.It depends on the material.
If left wet with sweat, etc., it may cause discoloration or corrosion, so wipe it with a soft cloth after use and store it.
【platinum】
It will not discolor under normal use.
【gold】
Pure gold (K24) does not discolor, but K18, K10, etc. contain appropriate amounts of silver and copper, and react with the elements in the air and the quality of hot springs to discolor.
In addition, sweat and sebum may cloud the shine. In either case, if the color is slightly discolored, the shine can be maintained by wiping the surface dry with a soft cloth or special cloth.
[Silver]
If silver products are left unmaintained, they will turn black and lose their luster.
This is a phenomenon called sulfidation, and the chemical reaction between silver and sulfur in the air, moisture, perspiration, cosmetics, chemicals, etc., causes compounds to adhere to the surface.
However, unlike iron, it does not corrode by combining with oxygen. If you wear it every day, you can keep it shiny by wiping it with a soft cloth.
We also offer free cleaning services at shops nationwide.
For details, please contact the shop stylist.
-------------------------------------------------- -------------------------------------------------- ---
About returns and exchanges
Q.Can I exchange the size of the ring?
A.We only accept unused rings.
Please contact us from the toll-free number (0120-10-6616) or the inquiry form within 7 days after the arrival of the product .
Exchange is limited to one time.
Please note that we cannot accept exchanges for different products.
In addition, the customer is responsible for the shipping fee and the return shipping fee for the exchanged product (550 yen (tax included)).
[We cannot accept the following cases]
・Products that show traces of use
・Products with lost, damaged, or soiled accessories (box, purse, purchase certificate, etc.)
・Reserved items
・Made-to-order products
・Products that have been stamped or resized
・Products that have passed more than 7 days after arrival
・In the case of customer convenience (image difference, wrong order, etc.)
Q.Can I return the product?
A. If the product is defective or different from what you ordered, we will promptly return or exchange the product.
Sorry for your inconvenience, but please contact us from the toll-free number (0120-10-6616) or the inquiry form within 7 days after the arrival of the product .
In addition, we cannot accept returns due to order errors or customer preferences, so please check the product name, product number, color, size, etc. carefully before ordering.
-------------------------------------------------- -------------------------------------------------- ---
About repair and aftercare
Q.Can you resize the ring?
A.It depends on the material.
The "resize" section on each product page indicates whether it is possible or not. After confirming, we will accept it at "Shop" or "Delivery".
For details, please contact us by toll-free number (0120-10-6616) or through the inquiry form .
[Notes]
We cannot accept returns, exchanges, or cancellations of products that have been resized.
Q.I would like to request repairs. Where can I do this?
A. The contact information differs depending on the shop or website where you purchased the product.
■ When purchasing at ete shops nationwide
When visiting an ete shop, please tell the shop staff that you would like to have it repaired.
We will keep the item for repair and our customer support will take care of it.
At that time, please bring the purchase certificate, which is handed with the item at the time of purchase.
*Repairs are accepted regardless of the presence or absence of a proof of purchase, but the repair fee may differ.
Also, if you do not have a proof of purchase, it will take longer than usual to process your estimate due to product identification. Please note.
■ When purchasing at ete ONLINE STORE
Available at ete shops nationwide or by delivery.
If it is difficult to visit the shop and you would like to have the product repaired by delivery, please contact us via the toll-free number (0120-10-6616) or the inquiry form .
◆Precaution in the case of the delivery
*Please send us the proof of purchase that was included with your purchase.
*Repairs are accepted regardless of the presence or absence of a proof of purchase, but the repair fee may differ.
*After sending the product, we will contact you with an estimate of repair details, duration, and fees. In addition, the customer is responsible for the shipping fee when sending the item.
*The return shipping fee of 550 yen (including tax) for repaired items from our company, and the repair fee in the case of paid repairs, will be charged by "cash on delivery" when returning the item.
*Please note that the cash-on-delivery fee of 330 yen (including tax) will be borne by the customer.
When purchasing at ete ZOZOTOWN store
Depending on the customer's personal information protection policy, it will be handled through ZOZOTOWN.
Please contact ZOZOTOWN customer support .
When purchasing at ete iLUMINE store
Depending on the customer's personal information protection policy, it will be handled through iLUMINE.
Please contact iLUMINE customer support .
■ When purchasing at a & mall store
Depending on the customer's personal information protection policy, it will be handled through & mall.
Please contact & mall customer support .
■ When purchasing at Rakuten Fashion store
Depending on the customer's personal information protection policy, it will be handled through Rakuten Fashion.
Please contact Rakuten Fashion customer support .
Q.Please tell me how to care for my jewelry.
A. Please refer to here .
Q.Can I ask for cleaning?
A. We accept orders at our shop or delivery.
If you wish to use "delivery", please contact us via the toll-free number (0120-10-6616) or the inquiry form .
If you wish to purchase at the "Shop", please bring the purchase certificate, which was given to you at the time of purchase, together with the item.
Q.Do you take measures against the new coronavirus?
A.To ensure that everyone can enjoy shopping with peace of mind, we wear masks and disinfect hands during shipping.
We will continue to take measures according to announcements from the government and local governments.