Frequently asked

Every price on this site is shown and charged in USD (US dollars). The total you see at checkout is the exact amount we charge — we add nothing after you pay.

Visa, Mastercard, American Express, JCB and Discover, processed by Stripe. You enter your card details on Stripe's secure payment page; ENSOL never receives or stores them.

At the moment you complete checkout. If we cannot fulfill your order, we refund you in full to the same card.

Declines come from your bank, not from us, and we are not told the reason. The usual causes are an incorrect card number or expiry date, a billing address that does not match your bank's records, insufficient funds, or a block on international payments. Check those, or ask your bank to authorize the payment, then try again.

You can cancel any time before your order is dispatched, for a full refund including shipping — contact us quickly, because orders enter processing within 1–3 business days. Once dispatched, an order cannot be cancelled or changed, but you can return it after it arrives.

Yes — up to 5 of the same item and size per order. If you need more, contact us before ordering and we will confirm availability with our fulfillment partner first.

No. You can check out as a guest. Creating an account simply lets you see your order history and save addresses.

All orders are picked, packed and dispatched from our overseas partner fulfillment centre, so every order is an international shipment.

United States, Canada, United Kingdom, Australia, Germany, France, Japan, Brazil. These are the countries you can select at checkout. If yours is not listed, contact us before ordering.

We prepare and dispatch orders within 1–3 business days of payment being confirmed. Orders placed at a weekend or on a public holiday start processing the next business day.

After dispatch, delivery typically takes 7–15 business days, depending on the destination and customs clearance. Processing and delivery are separate stages, so allow 1–3 business days plus 7–15 business days in total from the moment you order.

A flat rate of $8.00 USD per order, shown in your cart and again at checkout before you pay.

Yes — orders of $100.00 USD or more ship free. Your cart tells you how much more you need to qualify.

Yes. Every order ships with a tracking number, emailed to you as soon as the parcel is dispatched. It can take 24–48 hours to show its first scan after you receive the email.

We use the carrier best suited to each destination, chosen at dispatch from our partner network. You do not select the carrier at checkout, and it may differ between orders to the same country.

Yes. An order with several items may be dispatched in more than one parcel, arriving on different days with separate tracking numbers. You are never charged extra shipping for a split shipment.

Customs inspections, carrier backlogs and severe weather can push delivery past the estimate. If your order has not arrived 10 business days after the end of the estimated delivery window, contact us and we will open an investigation with the carrier.

If tracking shows no movement for 15 business days, or your order arrives damaged, contact us within 30 days of the dispatch date with your order number and — for damage — photographs of the item and its packaging. We will replace the order or refund it in full, whichever you prefer.

We contact you and refund that item in full to your original payment method. If the whole order is affected, we refund the shipping charge as well.

Only before dispatch. Contact us as soon as possible and we will cancel the order so you can place a new one with the correct address. We cannot redirect a parcel once it has left the fulfillment centre.

Yes — all prices are displayed and charged in USD. Your bank may convert the amount to your local currency and may add its own conversion fee, which is outside our control.

No. The price you pay us covers the item and shipping only. Import duties, customs fees and any local sales tax or VAT are not included.

The recipient. These charges are set by your own country and collected by the carrier or customs authority on delivery. We cannot calculate, prepay or refund them, so please check your country’s import rules before ordering — see our Shipping Policy.

No. We add no further tax at checkout — the total shown is the total charged. Any tax due on import is separate and payable by the recipient, as above.

30 days from delivery. Requests made after that cannot be accepted.

Unused, unworn and unwashed, in original condition with all tags still attached and in the original packaging. We cannot accept items showing wear, alteration, washing, odour (including perfume and smoke) or pet hair.

Use the contact form with your order number and the item you want to return. Returns should not be sent without prior authorization. We confirm the return and give you a returns reference to include with the parcel. Full terms are in Returns, Refunds & Cancellations.

Returns should not be sent without prior authorization. Please contact us before returning any item. Approved returns should be shipped to:JS Co., Ltd.3-17-17 AoinishiChuo-ku, HamamatsuShizuoka 433-8111JapanInclude the returns reference we give you, and mark the parcel as a returned item for customs. A parcel that arrives without a reference cannot be matched to an order.

For change-of-mind returns, you do, and the original shipping charge is not refunded. For faulty, damaged or incorrect items, ENSOL covers return shipping and refunds you in full including the original shipping charge.

Yes, and keep the receipt until your refund is confirmed. We cannot refund a return that never reaches us and cannot be traced.

Contact us within 14 days of delivery with your order number and photographs. We send a replacement or refund you in full — including return shipping — whichever you prefer. This is in addition to your statutory rights.

We do not process direct exchanges, because stock cannot be held at the fulfillment centre while a return is in transit. Return the original item and place a new order. For a faulty item, we send a replacement in the same size and color at our cost.

Once your return arrives and passes inspection, we refund your original payment method within 5–10 business days. We cannot refund to a different card or account, and your bank may take a few more days to show the credit.

Yes — all items are covered by the same return policy. We do not run a separate sale category, and there are no final-sale exclusions.

No. Import duties and taxes are collected by your own country's authorities, not by ENSOL, so we cannot refund them. Some countries let you reclaim them directly from customs when goods are re-exported.

For hygiene reasons we cannot accept underwear, swimwear or pierced jewellery once the hygiene seal is removed, or items damaged after delivery.

Use the Size Guide on the product page. Sizing is not standardised across garments, so check that product's own measurements rather than relying on your usual size.

Next to the size selector on every product page that has one. It opens in a panel and shows the measurements for that specific product. If a product has no published size chart, the link is not shown — contact us and we will ask our supplier for measurements.

Measurements are taken by hand and can vary by roughly 1–3 cm. Where a garment is stretchy, the chart shows the flat, unstretched measurement.

They are close, but screens vary in how they render color, and lighting affects photography. A slight difference in shade is not a fault — if a color is clearly not what was shown, it is covered by our returns policy.

Where our supplier states care instructions, they appear under 'Material & care' on the product page. We do not publish care instructions we cannot verify, so if that section is absent, contact us and we will ask before you buy.

Selected. ENSOL does not manufacture — we choose finished garments from apparel suppliers and sell them under our own name. ENSOL is the seller of record for every order: we set the price, take the order, handle support, and are responsible for delivery, returns and refunds.

Not yet. Availability is confirmed with our fulfillment partner when your order is processed. In the rare case an item turns out to be unavailable, we contact you and refund it in full.

Use the contact form — it reaches our support team directly and is the fastest way to get an answer. Our telephone number and registered business details are on the contact page and in the Japanese commercial disclosure.

Within 24–48 hours. Our support hours are Mon–Fri 10:00–18:00 JST, so messages sent at a weekend are answered on the next business day.

Your order number and the email address you used at checkout. For a damaged or incorrect item, please attach photographs — it lets us resolve things in one exchange rather than several.