Usage Guide
About Your Order
Please contact us via the Contact Us page.
*Please provide information such as your order number, name, and contact email address.
Since our convenience store payment service is provided via a third-party system, we can only confirm payment information on that third-party system after payment is completed at the convenience store.
For this reason, we cannot directly send a convenience store payment completion email. We appreciate your understanding.
If you are concerned about your order status after paying at a convenience store, please contact us via the Contact Us page.
*Please provide information such as your order number, name, and contact email address.
If you do not receive an order confirmation email, there may be an error in your email address, or you may have set up a reception refusal or automatic sorting. Spam filters or security software may also send emails to your spam folder, so please check your email reception settings and spam folder.
Notes- * Emails may not be delivered to some email addresses (@ezweb.ne.jp・@icloud.com), so please check your reception settings.
- * If you are using au's recommended spam filter settings, emails may be classified as spam. To ensure you receive emails, please add us to your "reception list settings" and check "always receive."
- * To efficiently manage your inquiries and prevent duplicate responses, we recommend using only one inquiry method.
- * Inquiries via LINE allow for a quick response. We particularly recommend LINE for urgent inquiries.
- * For corporate customers, we recommend using email to maintain a record of important communications and facilitate information sharing with third parties.
If the problem persists, please contact us via the Contact Us page.
The handling of cancellations and changes varies depending on the status of the product at the time of your contact.
Timings for Changes/Cancellations
-
1. Unproduced items: Free cancellation/change possible
* There are no charges for canceling unproduced items.
* Cancellations are free before proceeding to the "production process" in the estimated time below.
-
2. Items in production or produced but not yet shipped from overseas or Japanese warehouses: Paid cancellation/change possible
* A cancellation fee of 10% of the ordered payment amount will be incurred.
* Cancellations are possible for a fee before proceeding to ①② in the estimated time below.
-
3. Items already shipped: Cancellation/change not possible
* Cancellations cannot be processed after shipping and customs procedures have been carried out.
Since it is objectively impossible to cancel shipping or customs procedures, we cannot accept cancellations. We kindly ask for your understanding.
* Cancellations are not possible if the item is in the process of ③④ in the estimated time below, or after the item has arrived.
What can be changed
- Order details (product, size, color, etc.)
- Sender information
- Delivery address information
- Product quantity
- Partial cancellation
After ISOLE confirms your order, we will send an order confirmation email to your email address.
- Example: [ISOLE] (Important) Order Confirmation Order Number: #9999
The order confirmation email contains your order number and order details (size, color, fabric, etc.), as well as your customer information. Please check it carefully.
Notes- * Emails may not be delivered to some email addresses (@ezweb.ne.jp・@icloud.com), so please check your reception settings.
- * If you are using au's recommended spam filter settings, emails may be classified as spam. To ensure you receive emails, please add us to your "reception list settings" and check "always receive."
If the problem persists, please contact us via the Contact Us page.
About Product Delivery
Our staff will call you before delivery, so if you wish to change the delivery time, please contact the shipping company by the day before the agreed delivery date.
Customers who wish to change their delivery address should contact cs@isole.jp as soon as possible.
Notes-
1. Unproduced items and items in the inspection/quality control stage
Delivery address can be changed for free. -
2. Items already shipped from overseas warehouse but not yet from Japanese warehouse
Delivery address can be changed for a fee. -
3. Items already shipped
Our staff will call you before delivery, so please discuss changing the delivery address with the shipping company.
* If a change is not possible, redelivery may be arranged for an additional fee. - * Any additional costs incurred due to changes made at the customer's convenience will be borne by the customer.
If you have not received your product, please contact us at cs@isole.jp. We will investigate promptly and take appropriate action. We appreciate your understanding and cooperation.
For more details, please contact us via the Contact Us page.
For more details, please contact us.
Other
Order Business Hours
- Orders are accepted 24 hours a day.
- Business Hours: Monday-Saturday 10:30 AM - 6:00 PM (Saturday: shorter hours)
- Closed: Sundays and National Holidays
- *We may respond outside of these hours if overtime is required.
Q1. If you do not receive an order confirmation email, there may be an error in your email address, a reception rejection setting, or an automatic sorting setting. It is also possible that the email was sorted into the spam folder by security software or email filtering software. Please check your email reception settings and spam folder.
Notes- * Emails may not be delivered to some email addresses (@ezweb.ne.jp, @icloud.com), so please check your reception settings.
- * If you are using au's recommended spam filter settings, it is likely that emails are being judged as spam. To ensure you receive emails, please set up "Reception List Settings" and check "Always Receive".
- * To efficiently manage your inquiries and prevent duplicate responses, we recommend using only one inquiry method.
- * Inquiries via LINE can be handled quickly. We particularly recommend using LINE for urgent inquiries.
- * For corporate customers, we recommend using email to keep a record of important communications and to facilitate information sharing with third parties.
If the problem persists, please contact us.
