FAQ
About orders
Q: I want to cancel my order.
A. Cancellation is not possible after payment has been completed.
Q. I haven't received the automated email.
A. Once you place your order, you will receive an email within a few minutes.
If you do not receive the automated email by the next day, there may be some kind of error.
It is possible that your order has not been completed.
Please be sure to contact us using the [Contact Us] form .
Please also note that there are cases where the email may be classified as "spam".
Q. Can I order by email or phone?
A. We do not accept orders via email or telephone.
Purchases can only be made through the purchase form on this site.
Q. I tried to order an item I had put in my cart later, but it was sold out and I couldn't order it. Why is that?
A. Due to the system, adding an item to your cart does not mean that your purchase is confirmed (secured).
Items in your cart may be purchased by other customers before you complete your purchase.
Q: Is there a shipping charge?
A.Please see our shipping fees and delivery methods .
Q. What is the difference between "Standard Shipping" and "Refrigerated Delivery"?
A.Please see our shipping fees and delivery methods .
Payment
Q: What payment methods are available?
A: You can choose from the following payment methods.
・Credit card (VISA, MASTER, AMEX, JCB, Discover, Diners Club )
・Easy payment (shopPay, PayPal, GPay)
Q: Can I issue a receipt?
A: Yes, we will issue it.
Please fill in the "Desired delivery date and other requests" section in the cart.
Receipts will be emailed as PDF files rather than sent by post.
About Shipping
Q. Can I specify a delivery date and time?
A. Please enter your desired delivery date and time in the "Desired delivery date/other requests" field in the cart.
Q. Can I leave the delivery?
A. We do not have a contract with the delivery company for delivery to a designated location, so we cannot accept requests for delivery to a designated location. If you would like to have your parcel delivered to a designated location when you are not at home, please submit a "Request for delivery to a designated location" on the Japan Post website .
Q. The wine I received was damaged.
A. Please contact Japan Post .
Q: I received a different product.
Please contact Eleven International Co., Ltd. via the "Inquiry Form" or by calling 06-6947-2507 .
Q: I would like to return a product.
A. Due to the nature of the product, we cannot accept returns or exchanges due to customer convenience.
If there is any problem with the product, please contact us by email or phone (Eleven International Co., Ltd. 06-6947-2507 ) within 7 days of receiving the product.
If the product is defective, we will check the condition and decide whether to return or exchange it.
Please keep the contents and cork and contact us as soon as possible.
Please note that if the contents are gone, we cannot accept returns or exchanges.
About gift wrapping
Q: Can I have a gift tag attached?
A. Yes, it is possible. Please fill in the "Desired delivery date and other requests" field in the cart.
Q. Can I get a wine carrier bag?
A. Yes, it is possible. Please fill in the "Desired delivery date and other requests" field in the cart.
Q: I would like to buy this as a gift. Can I send it directly to the recipient?
A. We will send it directly to the recipient.
If you do not need a receipt sent directly to you as a gift, please indicate this in the "Delivery date and other requests" field in your shopping cart. If not specified, the receipt will be included in the gift.
About the wine
Q. I would like to know about vintage items.
A. Please contact us using the "Inquiry Form" and specify the product name.
Q. There is mold on the cork.
A. Because wine is stored in humid places, mold may develop on the top of the cork or on the label.
This is proof that the product has been stored properly and does not affect the quality, but please wipe it off thoroughly and be careful not to let it mix with the wine before drinking.
Q. I see floating particles and sediment in my wine.
A. These are called wine sediment or tartar and do not affect the quality.
It is harmless to ingest, but it has an unpleasant appearance and texture, so if you pour it slowly into a glass, taking care to avoid the sediment and tartar, it can be enjoyed just like regular wine.