
FAQ
FAQ
Below are some frequently asked questions about our products.
If you have any questions, please check before contacting us.
About the product
How should I store it?
Store in a cool, dry place away from direct sunlight.
What is the expiration date?
ECC Wellness' health foods are covered for two years, and its cosmetics for three years.
What is elastin?
It is a type of protein, and just like the well-known "collagen," it plays a role in forming various tissues in the human and other living bodies. Its greatest characteristic is its ability to stretch and contract like rubber, and it is found in large amounts in areas that require stretching, such as ligaments, lungs, blood vessels, and the uterus. Elastin also plays a major role in beauty. By firmly supporting collagen, elastin helps maintain the elasticity and firmness of the skin. A lack of elastin can also cause sagging and wrinkles.
Is there an effective way to use the product?
Many people say that if they drink or apply elastin before going to bed at night, they feel a difference the next morning.
Can I use this product in combination with other beauty products?
Yes, ELARA100 All-in-One Gel contains high molecular weight elastin to protect the skin, so please use beauty serums and other products that you want to penetrate the skin before ELARA100 All-in-One Gel.
Regarding delivery
How long will it take for my order to arrive?
Orders are generally shipped within 3-5 business days, however there may be some delays depending on your location.
How much is shipping?
If your purchase amount is less than 10,000 yen excluding tax, the shipping fee is 500 yen excluding tax (1,200 yen excluding tax for Okinawa, Hokkaido, and remote islands). If your purchase amount is over 10,000 yen (excluding tax), we will cover the shipping costs.
Which shipping company do you use?
We mainly use Yamato Transport, Sagawa Express, Seino Transportation, and Japan Post. We will select the company based on your region and volume.
Can you ship overseas?
We also accept orders for delivery overseas. Shipping fees and delivery times vary depending on the country or region, so please check at the time of purchase.
Can I change my shipping address after I place an order?
If you wish to change your address after placing an order, you can do so before the item is shipped. Please contact customer support as soon as possible.
Is there a way to check the delivery status?
Yes, we will email you a tracking number once your order has been shipped. You can then use your shipping company's tracking service to check the status of your order.
Can I specify multiple shipping addresses?
You can only specify one shipping address per order. If you wish to ship to different addresses, please place separate orders for each address.
Payment
What types of credit cards can I use?
We accept the following major credit cards:・Visa・MasterCard・American Express You can also use debit cards and prepaid cards issued by these brands. For details, please contact your card issuer.
What are the payment methods?
We accept credit cards, Google Pay, Apple Pay and PayPal.
Is credit card payment safe?
Credit card payments are extremely safe. Our site uses Secure Sockets Layer (SSL) encryption technology, so all credit card information is encrypted and processed securely. In addition, Shopify is PCI DSS (Payment Card Industry Data Security Standard) compliant, meaning it meets strict security standards, so you can rest assured that you're safe.
Is cash on delivery available?
Cash on delivery is currently unavailable.
About the ordering process
I have a subscription, how can I find out when my order will arrive?
You can view your subscription details and change your next order date on your account page.
How many days in advance can I change my next order date?
You can change your next order date as early as three days before.
Cancellations, returns and exchanges
Can I cancel my order?
Orders can only be cancelled before they are shipped. Please go to "Order History" in your account and carry out the cancellation procedure.
Can I return the product after it has arrived?
We accept returns within 7 days of receiving your item, but only if the item is unopened and unused. Please contact customer service for return instructions.
What about return shipping costs?
In the case of defective products or incorrect delivery, we will cover the return shipping costs. If the return is due to your own reasons, you will be responsible for the return shipping costs.
How do I get a refund after returning an item?
Once we receive and inspect the returned item, we will refund your original form of payment. If you paid by credit card, it may take a few days for the refund to be posted.
Can I return sale items?
Sale items are not eligible for return or exchange, except in the case of defective products or incorrect deliveries.
How do I start the return process?
You can start the return process by going to "My Orders" in your account and filling out the return form and sending it back with the item.