FAQ

This page describes how international customers may order from Envelope.


I can not log in.
Your login ID and password must be entered distinguishing between full-width and half-width / uppercase and lowercase letters. In case of that you can’t login, please contact us.
I have forgotten password.
Click “Forgot your password?” button on My Page, then, go to a “Reissue your password” page. Enter your e-mail address or login ID and click “Reissue” button. Then you will get an e-mail with URL which confirms your reissued password. You can change a password by yourself after login.
I have forgotten my login ID.
In case of forgetting your login ID, please contact us by e-mail.
How do I change my login ID or password?
You can change these at “change membership information” on My Page.
I cannot register as a new member.
Enter your name, address, phone number, e-mail address, chosen login ID and password. If your chosen login ID is used by others already, you have to choose different one. It is same as e-mail address.
How do I change my address, phone number and e-mail address?
You can change these at “change membership information” on My Page.
I have gotten an error message when I send a message from a contact form.
Please email online@envelope.co.jp .

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I have not received an automated confirmation e-mail or returning e-mail.
Please email online@envelope.co.jp in case of incorrect registration. And if you use yahoo mail or gmail, please make sure that our email is not on a spam box.
Can I get an item which is not on Envelope online shop?
If you want to buy other items which are not on Envelope, please email online@envelope.co.jp . There are cases when we can arrange it.
Can I complete my order by phone or fax?
We are sorry but these ways of ordering are only for domestic mail in Japan. Regarding international orders, we accept a credit card payment and paypal payment.
Will “sold out” items be restocked?
It depends on each item. Please contact us about the details.
Can I have a pre-order?
We are sorry but we do not take an advanced order. We can inform you about an arrival depending on items. In this case, we will send e-mail to your registered address. Please note that it doesn’t mean to keep nor put items on hold.
When will my order be delivered?
For international customer, we usually dispatch items within 1 week from the day that confirmation email is sent. Specifying the delivery date is not available.
Can you pack an additional ordered item together with another item which I have ordered?
We accept it only before your previous ordered item is dispatched. Please notify about it to us by e-mail or when you make an additional order.
Can I change my address after ordering?
We accept it only before your previous ordered item is dispatched. Please notify about it to us by e-mail.
Can I change a payment method, specified delivery date or time after ordering?
We accept it only before your previous ordered item is dispatched. Please notify about it to us by e-mail. Only when you want to change payment method by a credit card, we may ask you to order again by online due to the system process.

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Can you dispatch ordered items to more than one place?
We accept it. Please notify about the delivery address and itemized orders at the inquiry section of your order form. Carriages on a parcel will be added one by one.
Can I cancel an order?
Cancellation is acceptable. However, this does not apply to sale items and made-to-order items (including embroideries). Fabrics, ribbons and other materials which have been cut to your requested quantity are also not able to be cancelled.
Can I return or exchange the ordered item?
We accept returning or exchanging as long as your item is in a saleable condition within 15 days from the item being arrived. However, this does not apply to sale items and made-to-order items (including embroideries). Fabrics, ribbons and other materials which have been cut to your requested quantity are also not returnable. You will be liable for any shipping costs of returns.
How is the transaction of refund conducted?
We will take the necessary steps to cancel withdrawal or correct your amount of payment.

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