FAQ

FAQ

We have compiled a list of frequently asked questions.

◆About handmade products

◆Product and image copyright

◆About orders

If you don't receive an email after placing an order

◆About member registration

About handmade products

Is there anything I should know when purchasing?
Each handmade product is made by hand.
Unlike factory-produced products, there may be slight differences from the listed size and crooked perforations.
We make our products with great care, but please understand that this is also the beauty of handmade products. Thank you for your understanding.

*We do not sell fabric only.

The color of the product seems different from the image?
We do our best to photograph our products so that the colors are the same as when you see them in person, but please note that the colors and textures may appear slightly different depending on the environment of your computer.
(Colors may appear slightly brighter on your browser than in real life.)
Do you have a physical store?
We do not have a physical store.
We only have an online shop, so please shop on our website.
Regarding product returns
・Basically, no complaints or returns will be accepted.
If you have any questions, please feel free to contact us before placing your order.
- Returns, exchanges, and repairs cannot be made for reasons of customer convenience (different from the image, incorrect size, etc.) or after use.
However, if the product packaging is incorrect, we will deal with the issue by shipping the product.
If the product is incorrect, please contact us by email within 3 days of delivery.
If it exceeds three days, we cannot accommodate any request.

★Product and image copyright

Can I copy products or images from the website?
The products on this website are original. Resale, sale of counterfeit or similar products, and unauthorized reproduction or imitation of images and information on this website are prohibited.
In addition, even if they are not for sale, we also prohibit the posting of imitations or similar items online.
If we determine that your work is an imitation, we will point it out. Thank you for your cooperation.

★We also do not accept purchases from people in the same industry as reference products.

About orders

Please tell me the process from ordering to receiving the product.
Regarding orders
→Please see the "Shopping Guide" for more details.
Thank you for your confirmation.
I placed an order but haven't received an email
You will receive an order confirmation email immediately after placing your order.
If you have not received an "order confirmation email" within one business day of placing your order, please contact us via " Inquiries ." We will investigate and respond to you.
Also, there may have been a typo in the email address you entered when you registered, or your email software may have mistaken it for spam or a virus email. Please make sure that you are set up to receive emails from the "@ecru-forest.com" domain.

About membership registration and email newsletter

Login/Account

When you create a shop account, we store information about your order history and current order status.

→ You can log in here.

If you are not yet a member, you can register by creating an account .

When you place an order, your name, address, phone number, etc. will be stored, making your next purchase easier.
We may give priority to those who are registered as members or have subscribed to our email newsletter when it comes to special offers, so please be sure to register.

[Link for logging in and creating an account]

★There is an icon in the top right corner of the online shop.
-If you are using a smartphone, it can also be found at the bottom of the sidebar menu.

Can I check or change my registered email address?

If you have forgotten your email address or would like to change it, we will confirm and change it for you.
(※Due to system specifications, this cannot be processed by the customer)
Please contact us via the inquiry form.

Please be sure to include the name and phone number of the person who is registered as a member in your inquiry.

Then, please indicate that you have forgotten your email address or would like to change it.
If you change your email address, please let us know the new email address.

About the email newsletter

Please register for our email newsletter here.

Regarding address changes,
We apologize for the inconvenience, but please contact us via the inquiry form .
We will handle the procedure at our store.
(※Due to system specifications, this cannot be processed by the customer)

Regarding cancellation of registration,
There is a link to unsubscribe in previous newsletters.