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ERVA 公式
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SHOPping guide
Global Shipping
Ships Only Once a Week:
Wednesdays
At erva, products are thoughtfully designed and developed by the owner, Tomomi Kise, and her dog. To ensure quality, shipments are made only once a week on Wednesdays (Japan Time). (*Shipping days may vary depending on circumstances.)
Orders placed
by 24:00
on Tuesday
Ships on
WednesdayIf Wednesday
is a
holiday
Ships on
ThursdayFor
long holidays
Ships on the
next Wednesday
Payment
Payment methods include credit cards, Apple Pay, and Google Pay.
Credit card information is handled in compliance with PCI DSS, an international security standard, ensuring that all customer card information is securely processed and stored through Shopify's system.
Shipping Fee
Shipping fees vary depending on the destination country.
When you add your desired items to the shopping cart and proceed to checkout, the shipping fee will be automatically calculated and displayed.
We use EMS (Express Mail Service) for shipping, which is a fast and reliable international postal service. You can check an approximate shipping fee from this link.
QDoes the shipping fee include customs fees and taxes?
We strive to make international shipping as smooth as possible for our customers. While customs fees and taxes may be applied depending on your country’s regulations, these charges are determined by your local government.
If you have any concerns, we recommend checking with your local customs office for details. We’re here to assist with any questions you may have during the process.
Delivery Time
On average, deliveries take approximately 14 days to one month to arrive after shipping, though this may vary depending on the destination country. We will send you a tracking number once your order has shipped, which you can use to check the delivery status yourself.
QHelp! My order hasn’t arrived yet. What should I do?
If your package has not arrived by the expected delivery date, please use your tracking number to check the shipment status online or consult your local postal office for assistance.
If the issue persists after contacting the postal office, please reach out to our Customer Support team with your order number. We will investigate the matter promptly to resolve it for you.
QWhat steps should I take if my order is incomplete or damaged upon arrival?
We deeply regret that you have encountered such an issue. While we strive to ensure that every package arrives in perfect condition, we cannot oversee the entire delivery process from start to finish.
To ensure our support team ca assist you quickly, please provide the following photos:
・Photos showing all sides of the box
・Photos showing the damaged part of the item
Compensation will be provided in the form of a refund or product replacement. The validity of claims for damaged items will be determined by our support team. Damage to product packaging or the box itself will not qualify for replacement if the contents remain undamaged. Minor cosmetic damages, such as small scratches, may also not be eligible for compensation.
Due to inventory changes, please report any issues within 7 days of receiving your order. After verification by our support team, we will contact you directly.
Returns & Exchanges
Returns and exchanges are only accepted for defective items.
Order Cancellation
Once the package has been shipped, cancellations or changes to your order information cannot be made. If you need to change the delivery address, please use the tracking number to locate your package and contact the courier directly for assistance.