Frequently Asked Questions

  • Q: Who can I contact if I have some question?
  • A: Please use our live chat on the website, or contact us at info@loveecru.com

  • Q: Where are are the products made?
  • A:  Everything is made and shipped from Japan.   


  • Q: Where do you ship?
  • A: We ship worldwide but shipping to some countries is now suspended due to covid. You can see the list of countries HERE

 

  •  Q: How much is the shipping?
  •  A: We offer free worldwide shipping from 3 products. For more details please see HERE .

 

  • Q: Where do we ship from?
  • A: We ship our products from Japan. 

 

  • Q: How long does the shipping takes?
  • A: We try to ship most of the orders within 3 business days from placing an order and It usually takes 7-10 days to be delivered to the customer. Due to Covid 19, some countries may expect long delivery time.
          Italy 2-3weeks 
          Spain 4-6 weeks

If the customer orders several items and one or more of the items is out of stock. LoveEcru will not ship the order before each item is back in stock again. In that case the delivery time may be up to 7 weeks.

Remember to pick up our parcel!! If customer fails to pick up her/his  shipment and/or the products are returned/returning to the country of origin. In such case, refund will be possible but the customer must cover incur return shipping charges as well as a restocking fee. 

 

  • Q: How about shipping delays?
  • A: We do our best to ensure the delivery of all orders is on time, please bear in mind that we provide you with an estimated delivery time based on our experience and based on the delivery time stated by our carriers (Japan Post).
  • LoveEcru will not be held responsible for any delay or failure to comply with its obligations if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your legal rights.  

 

  • Q: How do you ship the products?
  • A: We use Japan Post or Yamato to ship all products. 

     

    • Q: What if I receive damaged or incorrect products? 
    • A: Damaged or incorrect products are very rare but in case of this event please contact us immediately at loveecru.shop@gmail.com within 3 days from receiving your products. In the case of damage incurred during shipment, we must be notified within 72 hours of delivery in order to initiate the return process. We will make replacement arrangements promptly at our expense. If at the event of replacement we would be out of stock we will refund you.

    • See more policy here. 

      • Q: What about international duty/ taxes, or fees 
      • A: Please kindly note that you may be charged customs duties and taxes. These duties and taxes are not included in the price of the goods and are not included in the overall shipping cost. LoveEcru is not responsible for any possible duties and taxes, which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees, which may be imposed, will rest with the customer.
      • Orders refused at the point of delivery will incur return shipping charges as well as a restocking fee equivalent to the duties and taxes levied upon the original shipment. On rare occasions, customs agents may delay the delivery of, open, and/or examine the contents of packages at their discretion. For more information on custom fees and procedures, please contact your local customs offices.

      • If you refuse to pay duty and the package is shipped back to us and arrives safely, we will refund you for the piece minus any additional cost of return shipping. If the package is abandoned because duty is not accepted we are unable to refund you for the lost goods. If the piece is returned damaged or broken we will not be able to refund you for the lost goods.

       

      • Q: What if I want to exchange the product, size or color? 
      • A: Unfortunately, at this point we do not offer product exchanges. We would recommend you return your purchase to us following the return & refund policy and place a new order for the item you would prefer instead.


      • What is the cancellation policy?
      • No cancellations can be made to orders. You must be sure of your purchase at the time you place your order.


      • Q: What is the currency on your website?
      • A: All prices on the website are in USD.