FAQs
SHOPPING
I haven't received an order completion email. Has my order been placed?
If your order is successfully completed, we will send an "Order Completion Email (Automatically Sent)" to the email address you entered when placing the order. If you do not receive the email, please check your spam box. If you are using a carrier email address (Softbank/au/docomo, etc.), the email may be blocked by the carrier, so please make sure to allow emails from the following domains in advance.
Auto-send email address:
info@ierte.jp
support@ierte.jp
*It may take some time to send the email.
*If you have registered the wrong email address, please contact us using the inquiry form.
*If you have already registered an account, you can check your order history from your My Page.
Can I change the size or color after placing my order?
Due to the specifications of our order system, we are unable to change any orders once they have been confirmed.
If you wish to exchange an item for a different size or color after completing your order, you will need to cancel your order and purchase the desired item again.
If you would like to do so, please contact us via the inquiry form or chat.
For pre-ordered items, we can accept cancellations and changes to your order if you contact us by 9:00am the day after the order date . We cannot accept orders after the deadline, so please be careful not to make any mistakes with the size, etc.
*Please note that the product may be sold out before you can place another order.
*We may not be able to accept order cancellations depending on the items you order, such as items that cannot be canceled.
Can I cancel my order?
Some description
Does adding an item to your cart mean you have reserved the item?
Please note that adding an item to your cart will not secure the item. It will be secured after payment is completed.
Can I change the delivery address after placing an order?
It is possible to change the delivery address before the product is shipped. Please contact us using the inquiry form with the updated delivery information as shown below.
*Please be sure to enter your order number in the inquiry form.
<Please note> After receiving your inquiry, we will check the shipping status of the product. Depending on the timing, we may not be able to change the shipping address because the shipping process is already underway. Please check the shipping company and the waybill number (tracking number) listed in the order completion email, and contact the shipping company's sales office to request a change of delivery address.
When will my item arrive?
■ Pre-order items
Your item will be shipped approximately two months after your order is confirmed.
■ Regularly sold products
We will ship your order within 10 business days (excluding weekends and holidays) from the day after your order is confirmed.
*If a product is found to be defective during inspection, we will exchange it for a non-defective product. In that case, there may be a delay in delivery. Please note.
■Notes on delivery ・Business days are weekdays, excluding Saturdays, Sundays, and holidays. Please note that we do not ship products outside of business hours.
*We will announce any temporary closures, such as during Obon, Golden Week, New Year's holidays, etc., on the top of our website and on social media.
*Delivery date cannot be specified.
Once the shipping procedure is completed, we will send you a shipping notification email.
*The arrival date of regular mail is subject to the delivery schedule of each delivery company, so we cannot control it. Also, we cannot guarantee anything if delivery delays occur.
*Due to road traffic conditions or natural disasters, the arrival date may be delayed or advanced. Also, delivery to remote islands may take some time.
*Please make sure that you have filled in the address, building name, and room number correctly. Please note that we cannot accept redelivery or refunds if we are unable to contact you after shipment due to an incomplete address.
The product has not arrived.
Most of our products are made to order, so they will be delivered in about 2 months after your order is completed or your payment is confirmed, but the delivery time may vary depending on the situation of the manufacturer. If the delivery time has passed, we will contact you by email.
*If you purchase multiple items, they will be shipped together with the items that arrive last.
Can you combine this with another order?
Due to the specifications of our order system, we ship products by order number. We cannot send products with different order numbers together. Thank you for your understanding.
Is there a shipping charge?
Free shipping for purchases over 50,000 yen.
Standard shipping costs are 880 yen for purchases of 50,000 yen or less within Japan.
(Please note that shipping costs to all countries other than Japan vary depending on the area.)
Can I specify a delivery date and time?
Unfortunately, we are unable to specify a date and time for delivery. Please check the shipping number (tracking number) listed in the shipping completion email, and you can change the date and time of receipt by contacting the delivery company yourself.
I can't track my package
Normally, if you are in Japan, you will be able to track your package within a day of receiving the shipping notification, and it will arrive in about 1 to 3 days.
For airmail, it may take some time for the tracking information to be updated, and delivery times may vary.
Please note that delivery may take several days depending on the shipping company's situation.
PAYMENT
What payment methods are available?
You can pay by credit card, PayPay, Paypal, Apple Pay, Google Pay, Pay Later (Payday), or at a convenience store. Please see below for details on each payment method.
■ Credit card payment (Shop Pay)
VISA / Master card / AMEX are accepted.
■Apple Pay / Google Pay / PayPal
You can make payments using the credit card information registered with each service.
■ Pay Later (Payday)
This is a payment method that allows customers to pay their monthly usage fees in one lump sum by the 27th of the following month at a convenience store or by bank transfer through their Paidy account. All you need is an email address and mobile phone number; no prior registration or credit card is required.
If you pay later (Paidy), you can make the payment at the following convenience stores and financial institutions. (For more information about Paidy, click here .)
- Lawson
- Family Mart
- Seicomart
- Ministop
- Seven-Eleven
- Bank transfers at various banks
Can I change my payment method after completing the payment?
Please note that once a payment method has been confirmed, it cannot be changed.
When will payment occur?
■Credit card / Amazon Pay
You will be charged when your order is confirmed.
■ Pay Later (Payday)
You can pay the amount from the following month onwards at convenience stores, banks, etc. For details, please check Paidy Customer Support "FAQ" (external link).
Can I pay for multiple orders at once?
Regardless of which payment method you choose, due to the specifications of our payment system, you will be required to pay for each order number. Please note that if you make a lump-sum payment, we will not be able to process your payment smoothly.
Can I change the billing information specified when paying by credit card?
Due to the specifications of our order system, we are unable to accept changes to the billing address, name, address, or phone number. Thank you for your understanding.
What is deferred payment (PAIDY)?
Deferred payment (Paidy) is a service that allows you to make payments easily with just your email address and mobile phone number without the need for troublesome prior registration. Payments can be made at convenience stores, banks, etc. from the following month onwards. *Deferred payment is provided by an external service called Paidy. Please refer to the website for more details.
RETURN
Product returns and exchanges
If you would like to return an item, please apply for a return or exchange using the "Contact Us" form.
Once your application has been accepted, we will provide you with information on how to return the item if you wish to return or exchange it.
However, please note that we cannot accept returns or exchanges if they do not fall under the conditions of our refund policy.
How will I be refunded?
The refund procedure will vary depending on the payment method you specified when placing your order. Please see below.
■Credit card payments: Refunds will be processed by the credit card company.
Depending on the card you use, it may take up to two months for the actual refund to be made, so if you have any questions about the timing of your refund or the amount shown on your statement, please contact your card company's support desk.
■Pay Later (Paidy)
<Before payment> The charge for the product price will be canceled.
<After payment> The amount of the returned item will be reflected in your Paidy balance after we receive your return/cancellation notice.
If you continue to use Paidy, the points will be automatically applied to your Paidy usage from the following month onwards, but if you do not use the service for three months, Paidy will contact you.
If you would like a refund regardless of the subscription period, please contact Paidy Customer Support.
Paidy Customer Support 0120-971-918 (toll free, weekdays 10:00-18:00)
■Bank transfer/convenience store payment *Currently, this option is unavailable.
We will refund you by bank transfer based on the account information you provided.
Is there a designated delivery company for returns?
There is no requirement for a delivery company to be used when returning a product, but please make sure to use a shipping method that allows for tracking (a method that allows you to keep a copy of the shipping slip).
How should I pack the item when returning it?
When returning an item, you can use a different box than the one it was delivered in. Please note that any damage that occurs after the time of application may not be eligible for return. We would appreciate it if you could pack the item carefully before sending it.
*When returning an item, please be sure to include all accessories that came with the product.
*We are not responsible for any accidents or troubles such as damage or loss that occur after the return procedure.
The product I received was damaged or dirty
We pay close attention to quality, including inspection, but if the product is damaged or soiled, we apologize for the inconvenience, but please contact us via the inquiry form within 3 days of receiving the product.
*Even if you think the product is defective, it may not be defective due to the characteristics of the product or the manufacturing process, so please prepare a photo of the problem area . After receiving the photo, we will make a judgment at our store.
*If it is determined that an exchange is difficult due to sales conditions, etc., we will provide a refund.
*After checking the photos of the relevant area, we will not be able to accept returns or exchanges if we determine that the product is not defective.
I received a different product than what I ordered
If you receive a product that is different from the one you ordered, we apologize for any inconvenience, but please contact us via the inquiry form within 3 days of receiving the product, along with your order number and a picture of the product you received. We will check the details and arrange for the correct product to be sent as soon as possible.
*If it is determined that an exchange is difficult due to sales conditions, we will provide a refund.
Can I exchange it?
＜Exchange due to customer's convenience＞
For the above reasons, we are unable to accept exchanges for different sizes, colors, or other products. If you would like to exchange for a different size or color after your order has been confirmed, please contact us by 9:00am the day after your order, stating your request and including your order number.
Your order will be cancelled and you will need to purchase the desired item again.
<In case of defective products>
In the unlikely event that you receive a defective product, we will accept returns or exchanges. Please contact us via the inquiry form within 3 days of receiving the product.
*Please contact us with a photo of the problem area. *If we are unable to exchange the product due to sales conditions, we will provide a refund.
*After checking the photos of the relevant areas, if we determine that the item has fraying or scratches that do not interfere with wearing it, we will not be able to accept returns or exchanges due to product defects.
PRODUCT
The color of the product I received is different from the image on the product page.
When creating product pages, we make every effort to reproduce the actual colors through color correction, but the colors may appear different depending on your monitor environment and settings.
The color of the product will vary depending on whether you view it under fluorescent lights indoors or natural light outdoors, so we hope you will take the shooting environment into consideration when viewing the product.
Jewelry and precious metals are materials that tend to look different depending on the angle. Thank you for your understanding.
Where is it made?
These are Japanese-made pieces of jewelry, carefully crafted one by one by artisans at a long-established jewelry workshop in Yamanashi.
For this reason, although we handle our products with the utmost care, very small scratches or misalignment of the engraving may be unavoidable.
Our manufacturing method is different from mass-produced products made by machines, so we hope you will see it as an individual feature and flavor.
Please understand that these are handmade items.
Product sales period, inventory, and resale
Generally, we do not overproduce, so we only start production once we receive an order.
We will inform you of the order period each time.
Some products may be restocked, but except for special order items, they are currently only available for a limited time. Please be careful not to miss out.
Please tell me more information about the product
The material and size are listed on each product page. If they are not listed or if you have any questions about the product details, please contact us in advance.
I don't know which size is best
A size chart is provided.
We have also included a method for easily measuring size using items around you, so we hope you will find this useful when making your decision.
What is the precious metal material of your jewelry?
We carry gold, platinum, and some silver.
OTHER
I don't know how to use the coupon
On the payment screen, enter the coupon code (discount code) you want to use in the "Add coupon code or gift card" field. After entering the code, press "→" if you are using a smartphone, or "Apply" if you are using a PC, and the coupon code will be applied.
If you cannot apply the coupon, it may be due to the following reasons:
- The half-width and full-width alphanumeric characters are different
- Unnecessary characters or spaces
- The coupon has expired
- You are ordering an item that is not eligible for the coupon
If none of the above applies, please let us know by filling in the inquiry form with your [coupon code] and [product name you wish to order].
Can I apply a coupon after I've placed an order?
Please note that coupons cannot be applied after your order has been confirmed.
<Other points to note when using coupons>
*If you cancel an order that has had a coupon applied to it, you will not be able to use the same coupon on a different order.
*Multiple coupons cannot be used on one order.
Can I have my item gift wrapped?
Yes, we can gift wrap your item with a ribbon.
If you wish this option, please select it when placing your order.
What are customer support hours?
Business hours are from 10:00 to 19:00 on weekdays. We cannot respond to inquiries outside business hours, such as on weekends and holidays.
In order to keep a record of communications with customers, support is provided via email or chat.
We are unable to respond to enquiries over the phone, so we ask for your understanding.
*Please note that we will announce our closures during the Obon, Golden Week, and New Year holidays on the top of our website and on social media.
Contact information for various inquiries
If you have any other questions, please contact us using the inquiry form .
Contact
Please feel free to contact us with any questions about jewelry or gemstones.
