FAQs

Delivery

When will I get my order?
Usually, it takes 3-7 days for your order to be manufactured and then shipped to you. The average delivery time is 2-4 weeks, although it may vary depending on the destination country/region and the operational failure of the shipping company in that country.


Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!


Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Please check local customs information for details.


My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:

• Check your shipping confirmation email for any mistakes in the delivery address
• Ask your local post office if they have your package
• Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [ support@ebiten.tokyo ] with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

 

Orders

How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!


What payment methods do you accept?
We accept major credit cards, Visa, Mastercard, American Express, and JCB. We also accept Apple Pay, Google Pay, and ShopPay. All fees are the responsibility of the customer. Payment is confirmed when the order is placed.


Are there any fees other than the product price?
Shipping costs will be charged separately for each type and number of items ordered, and for each country/region ordered.
Please see the details in the final shipping charge displayed during the payment process.
Depending on the destination country or region, separate payment of customs duties, etc. (import taxes, value-added taxes, customs fees, etc.) may be required. In such cases, the user must bear such customs duties, etc.


I changed my mind, can I still cancel my order?
Your order will be considered complete when you click the " Pay now" button. Once the order is completed, we will not accept any cancellation of the order by the customer, regardless of the payment method.

Before confirming your order, please make sure that the product name, size, and shipping address information are correct.
Please make sure that the delivery address is written in English.


How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at [ support@ebiten.tokyo ].


I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. Please contact us at [ support@ebiten.tokyo ] as soon as possible, but no later than 14 days after receipt, with a photo detailing the problem, your order number, and detailed information about your order so that we can address the problem as soon as possible. We’ll get back to you with a resolution as soon as possible!

 

Returns

Do you have a return policy?
Our products are made to order and cannot be returned or exchanged.

In the unlikely event that an item is defective, damaged, or the wrong item is received, we will send a new item.

Please contact us at the address below within 14 days of receipt of items.

support@ebiten.tokyo

In this case, please remember to attach your order number and a photo of the incorrect or damaged product.
We will reship the correct item after checking the contents.

While every effort has been made to ensure the quality of our products, there may be slight variations in pattern placement depending on the size of your order. We do not accept returns or exchanges due to slight differences in pattern placement or stitch position.

There may be slight variations in the color of the design depending on your monitor. We do not accept returns or exchanges due to slight differences in design color.


Can I get a refund of my payment?
Since our products are made to order, refunds will not be accepted.

In the unlikely event that an item is defective, damaged, or the wrong item is received, we will send a new item.

Please contact us at the address below within 14 days of receipt of items.

support@ebiten.tokyo

In this case, please remember to attach your order number and a photo of the incorrect or damaged product.
We will reship the correct item after checking the contents.


I tried it on, can I exchange it for another size?
We do not accept exchanges for another size after purchase. Please be sure to check the size chart posted in the store before purchasing. A link to the size chart is provided in the product description section of every item.

 

Questions not in the FAQ:

If you cannot find the answer to your question, feel free to contact our support team.
Please send an E-mail to [ support@ebiten.tokyo ]. If it is about an order, please be as descriptive as possible and don't forget including your Order Number.