ENFOLD

HELP

Thank you for using ENFOLD (hereinafter, the Service).
Please be sure to read through this page before using the Service, as it explains how to use the Service and contains the answers to frequently made inquiries.

  • *Purchases cannot be cancelled or modified, even if the product has yet to be shipped out for delivery. Please take this into careful consideration when making a purchase.
  • *While the Company manages and operates the Service with appropriate care, maintenance of the server and other equipment, the customer’s PC environment, and other factors may preclude normal operation and usage of the store.
    In addition, actual product information and colors may differ from what is listed. We ask for your kind understanding in this matter.
    Please read the Disclaimer and Terms of Use for more details before using ENFOLD.

How to change the display on smartphones (for Android devices)

  • ・For smartphones equipped with Android OS 2.2 or above, customers can view product lists and make purchases on a screen optimized for the resolution of their device.
  • ・There is no option to switch pages between device-optimized and PC formats.
  • ・Some devices may not be able to display pages properly. We ask for your kind understanding in this matter.
  • ・How to check the OS version of your Android device
    • (1) From the home screen, open the “Menu” and tap “Settings.”
    • (2) From the “Settings” menu list, tap “About device.”
    • (3) The OS version is the number displayed in the “Firmware version” entry under “About device.”

Notifications and important points to consider regarding shopping

  • ・Membership registration is required to make a purchase. Non-members will be registered at the time of completion of their purchase. We ask for your kind understanding in this matter.
  • ・All of our products are limited in stock, so please pardon any inventory shortages you may encounter. Should such a shortage occur after a product has been purchased, the order of said product will be cancelled. We ask for your kind understanding in this matter.
    • *Should just a portion of an order be out of stock, only the products that are available for delivery will be sent to the customer.
  • ・Once a product purchase has been completed, no cancellation requests can be accepted. Please take this into careful consideration when making a purchase.
  • ・Certain products, such as those limited in number, may only be purchased in quantities of one per customer. In addition, purchases of products with the same item number are limited to quantities of three per customer. Purchases of the same product in quantities greater than three may result in the order being cancelled. We ask for your kind understanding in this matter.
  • ・Product sales prices may be changed without prior notice. We ask for your kind understanding in this matter. Furthermore, regardless of whether the product in question has been delivered to the customer or not, the sales price will be the price displayed at the time the customer placed the order.
  • ・Please be sure to read the Terms of Use before placing an order. Should an order be placed via the Service, the customer will be considered to have agreed to the Terms of Use.

Notification regarding product shipping

  • ・Product orders will be shipped via Sagawa Express.
  • ・Certain products (including those on reserve) will be shipped on or after the estimated store arrival date listed on their individual product page.
  • ・Purchases of multiple products will be shipped as soon as all of the products have been prepared.
    We apologize for any inconvenience, and ask for the kind understanding of our valued users.
  • ・Furthermore, as a general rule, the Company will not accept requests for product delivery times/dates or combined shipping of separate orders. We ask for your kind understanding in this matter.
  • ・The Company will send a notification e-mail at the time of product shipping. The e-mail will be shipped as soon as shipping preparations are complete, which may be outside of the hours of operation for the inquiry desk. We ask for your kind understanding in this matter.
  • ・International orders will be shipped via the EMS service (international expedited mail) of Japan Post Co., Ltd.

About product orders

QPlease tell me how to place an order.
A:
  1. (1) Please select a product of your choice from the product listing page.
  2. (2) After choosing the desired product, please select the color, size, and quantity, and press “Add to cart.”
  3. (3) Once you have placed all of the products you intend to order in the cart, please check the cart’s contents and then press “Proceed to purchase.”
  4. (4) Please read the Terms of Use, and if you agree to the terms, press the “I agree” button.
    • *Agreement to the terms is required to make a purchase.
  5. (5) Please login if you haven’t done so already.
    If you are using the Service for the first time, please enter your information for the order and press “Next” to proceed.
    • *Customers making a purchase for the first time will be registered for membership at the time of completion of their purchase. We ask for your kind understanding in this matter.
  6. (6) After confirming your information for the order, please select “Deliver to your own address” or “Designate a different delivery address,” and press “Next” to proceed.
  7. (7) After confirming the delivery address, please choose a payment method from among “Pay by cash on delivery” or “Pay by credit card,” and press “Next” to proceed.
  8. (8) The final order confirmation screen will be displayed. Check your order, and if there are no errors, please press “Place this order” to proceed.
  9. (9) Upon receipt of your order, a receipt number will be displayed on the screen, and an order confirmation e-mail will be sent to your registered e-mail address.

This completes your order.

  • If you do not receive an order confirmation e-mail, your registered e-mail address may be incorrect, or your order may not have been properly received by our system. Please contact the Company via the “Inquiries” screen by 9:00 a.m. of the following business day.
  • *Due to delivery considerations, reserved products and normal products cannot be ordered together.
QThe products in my cart have disappeared.
A:

There are three possible causes (as listed below) for products disappearing from your cart mid-order.
Products that have disappeared from your cart are not eligible for replacement with any other product, and the Company will not take any steps to replenish the products, nor will it make any purchase guarantees. We ask for your kind understanding in this matter.

  1. (1) The sales conditions of a product, such as its price or its quantity in stock, may change between the time of placing the product in your “Shopping cart” and proceeding to place the order on the “Order screen.” In some circumstances, you may not be able to purchase the product. Upon proceeding to the “Order screen,” should another customer purchase the product you are attempting to order and thereby change (decrease) its quantity in stock, you may not be able to purchase the desired quantity of that product (depending on the resulting number in inventory).
    Placing a product in the “Shopping cart” will not secure that product. A product is secured once the order finalization screen appears (after all steps have been completed in the order). We ask for your kind understanding in this matter.
    Should a product change to “out of stock” while you are on the order screen, please remove the applicable product from your “Shopping cart.” We apologize for any inconvenience.
  2. (2) Problems arising during the transmission of order information between your PC and the system may result in the interruption of said transmission, and the information for your cart may have to be cleared.
  3. (3) System specifications may result in products being automatically removed from your cart after thirty minutes have elapsed.
QPlease tell me about your sizes.
A:

Product sizes are listed on individual product detail pages.
Nude size (units: cm)
Size
Height
Bust
Waist
Hips (*Can vary significantly based on how product is worn)
Foot size (units: cm)

  • *The silhouette and materials vary by product, so even if you order an item that matches your size, the fit may be slightly off.
QDo the amounts displayed for products include tax, or is tax separate?
A:

The amounts displayed for the site’s products all include tax.

QWill you restock sizes that have sold out?
A:

Should your desired size be sold out, you can send a restock request by pressing the “Request desired size” button displayed beside the product.
You will be notified by e-mail if the sold-out size for which you placed a restock request has been restocked.

  • *Due to system specifications, the restock request button may be temporarily displayed when the product is placed into another customer’s cart. Afterwards, should the other customer be stopped from purchasing the product, the stock may return to its previous quantity without a notification e-mail being sent.
  • *The restock notification e-mail does not serve as a guarantee that you will be able to purchase the product.

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About product delivery

QHow many days will it take for the product to arrive?
A:

Normal products will arrive in approximately three to five business days. Products which take longer than normal for delivery, such as preorders and some products with limited numbers, will have an estimated store arrival date listed on their individual product page. However, products may arrive later when we are experiencing a high volume of orders, or around long holidays. Also, due to production considerations, the estimated store arrival date for reserved products may be later or earlier than what is listed on their individual product page.
International deliveries vary by the region to which the order is being shipped. After receiving a shipment notification from the Site, please confirm delivery details with the EMS service (international expedited mail) of Japan Post Co., Ltd.

QCan I designate a delivery time and date?
A:

We’re sorry, but we do not accept requests for delivery times/dates. We ask for your kind understanding in this matter.

QIs international shipping available?
A:

Yes, international shipping is available for areas serviced by EMS (international expedited mail). However, the overseas shipping fees will be borne by the customer.

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About payment

QWhat payment methods are available?
A:

Payment may be made via cash on delivery or credit card.
However, customers requesting overseas shipping can only make payments via credit card.

Payment via cash on delivery :The customer pays the delivery company driver in exchange for the product ordered.
This payment must be made in cash.
  • *Cash on delivery may not be available in certain areas. We ask for your kind understanding in this matter.
Payment by credit card :We accept VISA, MASTER, JCB, AMEX, and Diners cards for lump-sum or revolving payments.
  • *Your contract with your credit card company may preclude payments of certain numbers of installments.
  • *”ENFOLD” will be listed as the payee on your credit card statement.
QWhat currency can I use for payment?
A:

Customers living in Japan can shop using Japanese yen. Product prices will be displayed in this currency for these customers.
Customers living outside of Japan can shop using American dollars. Product prices will be displayed in this currency for these customers.

QHow much are shipping fees?
A:

There is a flat-rate shipping fee of ¥540 (tax included) for all domestic shipping within Japan. The customer will pay this fee in addition to the order total.
If applicable, a cash on delivery fee of ¥324 will be collected separately.

  • *During free shipping campaigns, the cash on delivery fee of ¥324 will be collected separately from customers using this payment method.
  • *International shipping fees vary by the region to which the order is being shipped. Please check fees on the payment page.

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After placing your order…

QI’d like to cancel an order. Is this possible?
A:

Orders cannot be cancelled or modified, even if the product has yet to be shipped out for delivery. Please take this into careful consideration when making a purchase.

QCan I return or exchange a product?
A:

We accept returns from overseas; please inquire at the customer reception desk within five business days of the product’s arrival.
Returns will be accepted on the condition that the product arrives back to the seller or other relevant party within 14 days of its arrival at the customer’s delivery address, and that the product has not been used and has the tag attached. Refunds cannot be guaranteed for products that fail to arrive within the 14 day window. We ask for your kind understanding in this matter.

Products will be examined by the Company before accepting them for exchange/repair due to defect or damage/dirtying during shipping.
For exchanges/repairs based on the reasons above, please inquire at the customer reception desk within five business days of the product’s arrival.

  • *Sale items and seconds include items with small stains or slight damage that the customer, upon trying on the item, has deemed not to be a problem.
  • *Returns and exchanges will only be accepted for products deemed clearly defective. We ask for your kind understanding in this matter.
  • *Products ineligible for cancellation, exchange, or return
  • ・Damaged products for which the customer bears responsibility for the damage, and products that have already been used (even once)
  • ・Products with the tag removed
  • ・Products not ordered on the Site
  • ・Products for which the customer contacted us about an exchange/return six or more days after its arrival
  • *Products eligible for exchange/repair:
  • Products with clear inadequacies in their specifications (excluding distressed products)
  • ・Products that were dirtied or damaged during shipping
  • ・Products sent to the customer that are different from those shown in the confirmation e-mail sent at the time the order was placed
  • *Products that are out of stock may be repaired rather than replaced.
  • *In situations where products cannot be repaired, the customer’s money may be refunded.
  • *Within five business days of receiving your order, please open the package and check the product against the statement of delivery.
  • *When returning a product, please send back everything that was delivered to you. If even one of the items that were enclosed in the package (including catalogues, packing slips, and product tags) is missing, the product will not be eligible for a return. We ask for your kind understanding in this matter.
QAre import taxes, value-added taxes, and consumption taxes refundable?
A:

Refunds for customers living in Japan will include all consumption taxes (applied at the time of purchase), but not the initial shipping fee. We ask for your kind understanding in this matter. Refunds for customers living outside of Japan will include all value-added taxes and consumption taxes (applied at the time of purchase), but not the initial shipping fee or the import taxes imposed at the time of receipt. We ask for your kind understanding in this matter. Please contact customs for information on import tax refunds.

QI haven’t received a confirmation e-mail.
A:

There are three possible causes (as listed below) for not receiving a confirmation e-mail.
It is also possible that your order was not successfully completed. Please check with the customer reception desk if, after logging in, the order is not listed on “My Page” under order history.

  • ・Your registered e-mail address may be incorrect.
    • *In this case, your order has been received.
  • ・Problems arising during the transmission of order information between your PC and the system may have resulted in failure to finalize the order or complete registration to the system.
    • *In this case, your order has not been received.
  • ・If using a mobile phone e-mail address, the confirmation e-mail may have been blocked as spam or otherwise unwanted mail.
    • *In this case, your order has been received.
    • *Please configure your settings such that you will receive e-mails from the domain @enfold.jp
  • ・The confirmation e-mail is automatically generated and sent after completion of the order. If using a free e-mail service, you may not receive such automatically generated e-mails, or the confirmation e-mail may be filtered to your junk e-mail box. Therefore, we ask that you please refrain from using such e-mail services.
QI entered an incorrect delivery address and would like to change it.
A:

To change an incorrectly entered delivery address or other information, please contact us via the “Inquiries” screen by 9:00 a.m. of the following business day. We apologize for any inconvenience.

QCan I have separate orders shipped together?
A:

In accordance with the Terms of Use, we cannot accept changes to orders once they have been completed. We ask for your kind understanding in this matter.

QI want to change the color or size of the product.
A:

In accordance with the Terms of Use, we cannot accept changes to orders once they have been completed. We ask for your kind understanding in this matter.

QThe product I received is different from that shown in the picture (color, shape, etc.).
A:

While we strive to post images that are as faithful as possible to the actual product, there may be slight differences in color due to the characteristics and settings of your monitor.
Please also note that distressed products and other items that are frayed, faded, torn, or similarly modified as part of the manufacturing process are not eligible for exchanges or returns. We ask for your kind understanding in this matter.

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About member registration and services

QDo I have to become a member to make purchases?
A:

Yes, customers using the Service for the first time will be registered for membership at the time of completion of their order. We ask for your kind understanding in this matter.

QDoes it cost money to register as a member?
A:

No, ENFOLD member services are free of charge and designed to make shopping even more convenient for our customers. Member benefits include useful information from our e-mail newsletters, streamlined purchases that don’t require the reentry of address information, and convenient order history confirmation and bookmark functionality.

QI would like to cancel my e-mail newsletter subscription.
A:

Subscriptions can be cancelled by unchecking “Subscribe to e-mail newsletter” under “Change membership registration information.”

QI forgot the password I registered. What should I do now?
A:

From the login page, press “[*Click here if you forgot your ID or password]”, which will take you to another page from which you can search for your password.

Q I want to change the password or personal information I registered. How can I do so?
A:

After logging in, click “Change membership registration information” on “My Page”. This will take you to another page from which you can make the desired changes.

QMy shopping cart isn’t functioning properly/I can’t login as a member.
A:

“Cookie” functionality is used to record information about current shopping sessions and the member login function.
Every time you place a product into your cart or are logged in or out as a member, that status is written onto a cookie and recorded in your computer.
If you have disabled the use/set cookies function of your browser, the process above may not progress properly.

QWhen I try to login the screen reads “unauthorized access.”
A:

There have been cases in which, after installing security products such as personal firewalls, Users can no longer login to sites requiring login for access.
Please try changing the settings of your security products to “allow cookies,” as this has allowed some Users to bypass the issue.

QI want to cancel my membership. How can I do so?
A:

After logging in, click “UNSUBSCRIBE” on “My Page”.

  • *After registering for membership cancellation, you will no longer have access to your purchase history or any other member services.
QWhen I try to register for membership, I am told that my e-mail address has already been registered. Why is this?
A:

ENFOLD and SHEL'TTER WEB STORE can both be accessed with the same login account.
Customers who have already registered at one store can shop at the other without having to register as a new member.

QCan I access both ENFOLD and SHEL'TTER WEB STORE with the same login account?
A:

Yes, you can.
You can register for membership, change your membership information, or cancel your membership through either store.

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Other questions

QPlease tell me the store arrival date for a product.
A:

We’re sorry, but we cannot disclose any information regarding the dates in which ENFOLD will begin carrying a product, or the dates in which ENFOLD plans to receive or restock a product. We ask for your kind understanding in this matter.

QDoes the cooling off system apply to the Service?
A:

No. As stipulated in the Act on Specified Commercial Transactions, sales conducted via the Service do not fall under the cooling off system.,br> The cooling off system protects consumers from high-pressure and other coercive sales tactics employed in door-to-door sales. The system does not apply to online shopping, in which consumers are able to make purchasing decisions of their own volition.

QCan I received a shopping bag?
A:

No, while we deliver your order in our original delivery bag, we do not enclose shopping bags.

QCan I receive a catalogue?
A:

While we do sometimes enclose a catalogue with your order, our catalogues are in limited supply, so we cannot guarantee that you will receive one. We ask for your kind understanding in this matter.

Q Do you do alterations?
A:

We’re sorry, but we do not accept requests for product alterations.
If you would like your purchase hemmed or otherwise altered, please visit your local Reform Boutique.

QCan I have my order gift wrapped?
A:

We’re sorry, but we do not accept requests for wrapping.
If you would like your purchase wrapped, please visit your local wrapping shop.

QCan I get a receipt?
A:

It depends on the payment method.

  • ・For payment by cash on delivery
    Customers can use the receipt attached to the address label provided by the delivery company. Thus, the recipient name for the receipt will be the same as the product recipient name.
    If you need a receipt to be reissued, the new receipt will be issued after you send back the original. Please inquire at the customer reception desk.

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About inquiries

QHow can I make an inquiry about ENFOLD and product delivery?
A:

Please direct inquiries to the number below.
Inquiry desk/delivery center
“Contact Us”
TEL: 050-3188-6555
Open: 10:30 a.m. - 6:00 p.m.
Closed on weekends, national holidays, or during the year-end/new year period

Q I would like to make an inquiry about a product of yours that was in a magazine, or one of your brand shops (shops that deal exclusively in a single brand).
A:

Please direct questions about materials, sizes, specifications, and other product information to the call center below.
Baroque Japan Limited Call Center
TEL: 03-6730-9191
Open: 10:30 a.m. - 6:00 p.m.
Closed on weekends, national holidays, or during the year-end/new year period

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