HELP
HELP&FAQ
▼About bag handling and precautions
Q.Please tell me about the handling and precautions of the bag.
A. Since this product is made from natural materials, it is strong, flexible, and has a rich expression. However, there are also small scratches and wrinkles caused by animals crawling on the ground.
Also, depending on the material, discoloration or dye transfer may occur if it gets wet with water or is subjected to strong friction.
Please be careful if you bring light-colored clothes with you.
Also, as you use it, the color may fade due to exposure to sunlight, or it may become darker due to absorbing oil from your hands. Please note that this will change over time, which is unique to natural leather.
You can enjoy becoming a part of your life while feeling the process of changing to your liking.
This product is made from natural leather.
It is durable, flexible and expressive.
There are some small irregularities in the hide but we hope you enjoy them as
part of the product's unique character.
Please be aware that possible changes in color or discoloration may occur due
to moisture or strong friction depending on the material being used.
Please be careful about contact when wearing light-coloured clothing.
Extended exposure to the sun may cause the color to fade.
In the course of wear, the natural oils from your body may be absorbed and
Darken the leather.
Please note that these are all characteristics of natural leather used over time.
Please enjoy this process in your own way as the item becomes a part of your life.
▼About orders and delivery
Q. I did not receive an order completion email. Have you placed your order?
A. If your order is successfully completed, we will send an "Order Completion Email (automatically sent)" to the email address you used when placing your order. If you do not receive the email, please check your junk mail box. We also recommend that you enable the email address below to receive emails in advance.
Automatic sending email address: info@chi-rho.jp
*It may take some time to send the email.
Q.Can I change the size or color after completing the order?
A.Due to the specifications of the ordering system, it is not possible to change the details of an order once it has been confirmed. Please note that we cannot accept cancellations of orders due to customer circumstances.
Q.Can I cancel my order?
A. Please note that we cannot accept cancellations of orders due to customer convenience.
Q.Can I send different ordered items together?
A.Due to the specifications of the ordering system, products are shipped by order number. Items with different order numbers cannot be sent together. Please note.
Q.Please tell me about delivery.
A.
■Regularly sold products
We will ship the item within 5 business days after confirming your order or confirming your payment.
■Notes regarding delivery
・Business days are weekdays, excluding Saturdays, Sundays, holidays, and New Year's holidays. We do not ship products outside of business hours.
・During Obon, Golden Week, New Year's holidays, etc., it may take longer than usual. We will notify you on SNS and site news each time.
・As soon as the delivery is completed, we will send you a shipping completion email.
・It may take some time depending on traffic conditions, weather, and area. Also, delivery to remote islands may take some time.
Q.Please tell me about shipping costs.
A.
Delivery within Japan
Shipping fee: 990 yen (tax included)
*Free shipping for purchases totaling 50,000 yen (tax included) or more per order.
Shipping overseas
Shipping fee: 3,990 yen (tax included)
*Free shipping for purchases totaling 100,000 yen (tax included) or more per order.
In addition, local taxes and import duties may apply depending on the country and are the responsibility of the customer. Please note that shipping charges are not included.
Q.Can I change the shipping address after the order is confirmed?
A. It is possible to change the shipping address before the product is shipped. Please write your changed shipping address information as shown below and contact us using the inquiry form.
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Order number:
name:
post code:
Address after change:
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*We cannot accept changes if the product is still in the process of being shipped.
*Please check the delivery company and invoice number (tracking number) listed in the order completion email and request a change of delivery address to the delivery company's sales office.
▼About payment
Q.Please tell me about the payment method.
A. You can pay by credit card. Please see below for each payment method.
·credit card
VISA / Master card / AMEX are accepted.
・Apple Pay
・Google Pay
Q.When will payment occur?
A. Billing will occur after your order is confirmed.
Q. Is it possible to change the payment method after completing the order?
A.Due to the specifications of the ordering system, it is not possible to change the payment method once confirmed. Thank you for your understanding.
Q. An error occurred when selecting a credit card.
A. If the payment is not completed and an error occurs, the following may be the cause:
- There is an error in the card information registration (card number, security code, etc.)
-Card has expired
・Payment refusal by credit card company
*Courtney Orla is unable to determine the cause of the issue, so please contact your credit card company for details.
▼About returns and exchanges
Q.Can I return or exchange the product?
A. Please note that as a general rule, Courtney Orla cannot accept returns or exchanges due to customer convenience. Returns and exchanges due to initial defects will only be accepted within 7 days after receiving the product. We will bear the shipping costs when exchanging defective items. When you receive the product, please be sure to check the condition of the product.
If you would like to return or exchange an item, please be sure to fill out the [Order Number] and [Product Name] using the "Inquiry Form" and send it back.
<If we cannot accept returns or exchanges>
・Initial defective items that have passed 7 days after receiving the product
・Reasons such as the product appearance (color, shape, etc.) being different from the image
- Reasons such as damage, scratches, or stains on the cosmetic box (excluding significant damage caused by problems during delivery, etc.)
・Other cases where we determine that we are unable to respond.
・Products purchased at stores other than Courtney Orla
Q.Can I cancel my order?
A. Please note that as a general rule, Courtney Orla cannot cancel orders due to customer convenience. Additionally, orders cannot be canceled once the order has been prepared for shipment.