Shopping Guide
About Membership
New User Registration
We ask that you register as a user to order products and use various services and your personal page. If you select "Send us email newsletters" when registering, we will send you email newsletters packed with great deals and fun information, such as information on new products, campaigns, and events.
About the email newsletter
The "Sylvanian Families Online Shop" will send you "Emails from Sylvanian Families" introducing the latest information on Sylvanian Families and various event information, as well as "Emails from Sylvanian Families Online Shop" introducing new product arrivals, limited edition product information, special campaigns, and more via email newsletter.
Deleting your account
If your account is deleted, your current login ID and password will become invalid. After deleting your account, you will no longer be able to check your order history, so please make sure you have all the necessary information before proceeding with the cancellation process. You can delete your account yourself from your My Page.
About the product
About price display
Product prices in our shop are displayed including consumption tax.
About product size
The sizes of the products sold in our shop are listed on the page of each product, so please be sure to check before ordering. Please note that these are only general-size guidelines.
About product images
Due to the characteristics and settings of your computer or smartphone LCD monitor, the color and texture of the product may differ slightly from the actual product.
For patterned products, the pattern may vary. Also, accessories used in the image photos are not included with the product.
About gift delivery
Delivery to a non-personal address is also possible. Please enter your desired delivery address when ordering.
Shipping and Delivery
Shipping Fee
Shipping charges vary based on the location specified in your profile.
*Additional shipping fees may apply for special products. In that case, this will be indicated on each product page.
*Delivery is limited to addresses within Indonesia.
Delivery time
Your order will be shipped within 1 to 5 business days after it is received.
*We do not ship on Saturdays, Sundays, or holidays. Please note that delivery will be delayed if a holiday falls on the day of your order.
*This is only an estimate, so delivery may be delayed or advanced.
If you are not at home when the delivery is made
The courier will still drop the package. They will call the recipient's phone number and make arrangements for the dropping. If you fail to receive the product due to your own reasons, such as after a certain period of time has passed, your order will be canceled.
The returned items will not be reshipped and will be canceled, so if you wish to purchase the items, please place a new order. (Returned items will not be reserved in stock.)
*Please note that even if you have already paid by credit card or other means, your order may be canceled if you do not receive the item.
Shipping to overseas destinations
Delivery is only available within Indonesia. We do not ship to overseas addresses.
This website does not offer international shipping.
Returns and Exchanges
If you wish to return or exchange an item
Please note that, as a general rule, we do not accept returns or exchanges on this website, except in cases where there was a defect at the time of ordering or the product is defective.
For returns or exchanges, please contact us at the address listed below within 7 days of receiving the product. We will guide you through the procedure. Please note that we will not be able to process your request if you return the product without contacting us first.
Contact form here
If there is a problem with the product
Please contact Epoch Customer Service Center from here. The Customer Service Center will provide you with information on how to exchange the product.
*If there is a defect in the product or if the product you received is different from the one you ordered, you can only exchange it within 7 days of receiving the product.
Return and exchange shipping fees
If the delivered product is damaged, defective, or delivered incorrectly during shipping or delivery, we will cover the shipping costs for the return.
For all other cases, customers are responsible for shipping fees on returns and deliveries.
Payment
Credit card payment
[Credit cards accepted]
VISA, Master, JCB, and American Express are accepted.
[How to Use]
- Payments will be debited from your designated account in accordance with the membership terms and conditions of each credit card company.
- Payment by credit card is a one-time payment.
- There is no handling fee. The total payment amount will be [Total product price (tax included)] + [Shipping fee (tax included)].
- Your card information will be encrypted and transmitted using a security system called SSL. Please use the service with peace of mind.
- This site does not directly collect or store customer card information; instead, it uses the functions of a payment processing company to process credit card payments.
About receipts
Please note that we do not provide receipts.
In the case of payment at a convenience store: The payment receipt and payment proof from the convenience store will serve as your official receipt.
Credit card: The statement issued by your credit card company will serve as a receipt.
About phone orders
We only accept orders via our website. We do not accept orders over the phone.
Credit card withdrawal date
The deduction period varies depending on the credit card company you have a contract with, so please inquire with your credit card company.
About My Page
What is My Page?
Once you register as a new member, you will be able to use My Page.
The things you can do on My Page are as follows:
[Purchase History]
Current order status and order history.
[Favorite]
This is a list of your favorite products.
Management of customer information
[Checking and changing account information]
You can change your registered account information.
[Subscribe to/unsubscribe from email newsletter]
You can subscribe or unsubscribe from email newsletters.
[Change Password]
You can change the password you are currently using.
[Address Book]
You can register delivery address information in your address book.
[Credit card registration/change]
You can check the registered credit card information.
Regarding the use of this site
Notes for ordering
[About securing stock]
When you select the "Confirm order with these details"button on the final screen of the order process, your order will be confirmed and the stock will be reserved.
Stock is not reserved when you add an item to your shopping cart.
Please note that even if you add an item to your shopping cart, it may be sold out by the time you select the "Confirm order with this content" button.
!please note!
In cases where multiple customers purchase at the same time, the inventory may not be updated in time and the item you ordered may be out of stock.
In such cases, we will contact you by email and cancel your reservation, so please be aware of this in advance.
[About checking your order receipt email]
If your order is successfully completed, we will send an order confirmation email to the email address you registered.
Please check that there are no errors in the content.
If you are a member, you can check the status of your order from the order history on your My Page.
[About purchases that appear to be for the purpose of resale]
To allow more customers to enjoy shopping, please refrain from purchasing in bulk for the purpose of reselling.
Please note that we may cancel we may cancel any orders that we determine fall into this category.
About changing or cancelling your order after it has been completed
As a general rule, we do not accept cancellations of orders due to customer convenience.
Email reception settings
The Sylvanian Families Online Shop will send emails to registered members and those who have placed orders at the following times.
An example of a scheduled email
- New member registration: When registering your ID (email address)
- Order procedure: When the procedure is completed
- Withdrawal: When withdrawal is complete
If you do not receive the above email, please check if the email address you registered when placing your order is incorrect.
If your device has an automatic spam detection function, it may be treating the email as spam.
*Please set up your email settings to allow you to receive emails from info@epochbt.id so that your email is not marked as spam.
Others
About coupons
If you have a coupon code, you can enter it when purchasing a product to receive discounts and other services.
*Please note that coupon codes are subject to certain terms and conditions.