Report a problem with an order
How to contact us about an order and what to include.
Updated 06/11/2026
Email business@en-so.asia with your order number in the subject line. We reply within 1 business day. You can also call 0480-31-8280 on weekdays, 10:00–17:00 Japan time, excluding Japanese public holidays and the New Year period.
What to include
- Your order number (it starts with EW-);
- What happened;
- For items you received, photos showing the whole item and close-ups of the problem (no photos are needed for non-delivery or loss);
- For damage in transit, photos of the packaging outside and inside and of the shipping label.
What happens next
For items you received, we compare your photos with our pre-shipment inspection records. For non-delivery or loss, we check the shipping records. We then explain the next steps. Refunds follow our Return and Refund Policy.
Please contact us before asking your card issuer for a chargeback. Most problems are solved faster this way.
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