Shipping Times, Tracking, & How to Check if Your Order Hasn't Arrived | Official
OFFICIAL DELIVERY GUIDE
We guarantee that the items
you ordered will reach you.
Orders are shipped within 7–10 business days. Shipping is free nationwide.
We will also send you a tracking number. Please rest assured while you wait.
First, the most important thing
EMPIRE HOLLYWOOD is the official online store operated by EMPIRE HOLLYWOOD Co., Ltd., with physical stores in Hokkaido, Osaka, and Nagoya. We take full responsibility for ensuring that your ordered items reach you, no matter the circumstances.
To keep our prices low, we bypass middlemen by occasionally shipping popular items directly from our partner workshops overseas if they are out of stock at our physical locations.
Because of this, you may notice that "tracking information is not updating" or "delivery status appears stalled." This does not mean your package is lost; it simply means information is not updated until the package clears customs. Once it enters Japan, tracking will resume, and it will typically reach you within 1–2 days.
What to do if you feel your order "hasn't arrived"
If some time has passed since you placed your order and you haven't received it, please follow these steps. Most cases are resolved in STEPS 1–3.
1Count the "business days" since your order date
Saturdays, Sundays, and holidays are not counted as business days. 7–10 business days is roughly 2 weeks on the calendar. If it has not yet been 2 weeks, please continue to wait.
2Check for your shipment confirmation email
Once your order is shipped, we send an email to your registered address containing the tracking number. These are often filtered into "Spam" or "Promotions" folders. If you use Gmail, try searching for "EMPIRE HOLLYWOOD" in the search bar.
3Check the tracking status
It is not abnormal to see messages like "No information available" or for it to remain stagnant for several days. When shipping directly from overseas partner workshops, tracking info is not reflected until the item passes customs. Your package is on its way.
4Contact us with your order number
If you have followed STEPS 1–3 and the status is still unclear, please contact us with your order number. We will investigate the delivery status and handle it responsibly.
Estimated Shipping & Delivery Times
| Order Type | Time to Ship | Delivery After Shipment |
|---|---|---|
| Standard (Domestic Stock) | Within 7–10 business days | 1–2 days |
| Direct from Overseas Workshop | Within 7–10 business days | Approx. 10 days |
| Remote Islands | Within 7–10 business days | Approx. 10 days |
※ "Business days" excludes weekends and holidays. Orders placed on Friday will begin counting from the following week.
※ The above content is the same as the Notation based on the Act on Specified Commercial Transactions.
Custom Jewelry Lead Times
The delivery time for custom jewelry varies significantly by product type. The following are estimates:
| Type | Production Time | Details |
|---|---|---|
|
Custom Letter Pendant (Alphabet/Name) |
Approx. 5 days + Standard shipping time |
Crafted by adding your chosen letters to an existing mold |
| Custom Photo Pendant | Approx. 10 days + Approx. 7 days to ship |
Crafted based on the photo you provide after ordering |
|
Fully Custom (From scratch) |
Approx. 1–1.5 months after design confirmation |
Crafted from scratch with custom design, material, and size |
The exact lead time is listed in the "Description" on each product page. Since the above are estimates, please be sure to check the product page before ordering.
Shipping Costs & Payment Methods
Shipping is free everywhere within Japan, including remote islands. For overseas shipping, rates vary depending on the country and region.
We accept credit cards (Visa / MasterCard / JCB / American Express), bank transfers, convenience store payments, and Paydy (Pay Later).
※ If you choose bank transfer or convenience store payment, shipping preparations begin only after your payment is confirmed. Please note that items will not ship until payment is complete. A significant number of customers who think their order "hasn't arrived" fall into this category.
Size Selection & Returns/Exchanges
We explicitly list actual dimensions in millimeters on all product pages. From chain lengths to pendant dimensions and ring sizes, we ensure you can verify everything before purchasing because we don't want you to receive an item and think, "This is the wrong size."
Please be sure to check the size notations on the product page before placing your order. If you are unsure, feel free to ask via chat before purchasing. You can also visit our physical stores to see and try on items in person.
Why we do not accept returns/exchanges for customer convenience
We keep our prices low by connecting directly with overseas partner workshops and eliminating middlemen. As many items are shipped directly from overseas, our current logistics structure cannot accommodate returns or exchanges.
In other words, our prices are affordable specifically because we do not bake the cost of return handling into them. We compensate for this by disclosing detailed size information and providing opportunities to verify items in our physical stores. We appreciate your understanding.
However, if an item arrives damaged or defective, we will certainly provide an exchange. Please contact us within 7 days of arrival. We will cover the shipping costs for the return.
※ Made-to-order and custom jewelry cannot be canceled, returned, or exchanged once production begins.
※ Due to international standards, size measurements may have a discrepancy of a few millimeters.
※ For details, please see the Notation based on the Act on Specified Commercial Transactions.
A request for your cooperation before contacting us
We are a small team handling everything from store customer service to production, shipping, and inquiries. To provide careful assistance to everyone, we ask for your cooperation.
Answers to most questions can be found in the following resources. Please check these first.
| Subject | Where to find the answer |
|---|---|
| Shipping/Tracking/Delivery issues | This page |
| Materials/Sizes/Allergies/Plating | Product Description / FAQ |
| Immediate inquiries | Chat at the bottom right of the screen (Select from FAQs) |
| Returns/Payments/Company Info | Notation based on the Act on Specified Commercial Transactions |
| Moissanite/Jewelry Knowledge | EMPIRE HOLLYWOOD Official Media |
If you still cannot resolve your issue, please contact us at the address below, including your order number.
empire.hollywood0513@gmail.com
※ Please note that inquiries regarding information already provided on the pages above may take longer to answer. We ask for your understanding as we prioritize assisting customers who are genuinely in urgent need of support.
Visit our physical stores
If you prefer to see products in person or want to get them today without waiting for shipping, please come visit our stores. All locations are directly operated.
Tokachi (Memuro) Head Office
1-1-4 Higashi-Memuro 3-jo Kita, Memuro-cho, Kasai-gun, Hokkaido 082-0803
12:00–24:00 / Closed Thursdays
TEL 0155-67-4476
Sapporo (Kitahiroshima) Store
Otake Building 2F, 2-2-1 Omagari Saiwaicho, Kitahiroshima, Hokkaido 061-1278
12:00–21:00 (Sat/Sun/Hol: 10:00–21:00) / Closed Wed/Thu
TEL 011-398-6637
Osaka Store (Amerikamura)
O-kini Nishishinsaibashi Birth Place Bldg 4F, 2-13-16 Nishishinsaibashi, Chuo-ku, Osaka, 542-0086
12:00–21:00 / Closed Thursdays
TEL 06-6282-7504 / 2-min walk from Sankaku Park / Use the elevator on the left rear of the building to reach 4F
Nagoya Store
Sakae Tower Building 2F 202, 4-12-19 Sakae, Naka-ku, Nagoya, Aichi 460-0008
12:00–24:00 / Closed Thursdays
4-min walk from Sakae Station / Please enter through the 1F entrance
FAQ
How many days until my order arrives?
Orders ship within 7–10 business days and arrive within 1–2 days after shipping. Items shipped directly from our overseas workshops may take around 10 days. Since business days exclude weekends/holidays, the calendar estimate is roughly 2 weeks.
I haven't received a shipment confirmation email.
It is likely filtered into your "Spam" or "Promotions" folder. Please try searching for "EMPIRE HOLLYWOOD." If you still cannot find it, contact us with your order number.
No information appears when I enter my tracking number.
If shipping directly from an overseas workshop, tracking info is not reflected until the item passes customs. It becomes trackable once it arrives in Japan. Please be assured, it is not lost.
It has been 2 weeks since I ordered, but it hasn't arrived.
7–10 business days (excluding weekends/holidays) is about 2 weeks on the calendar. Overseas direct shipping may take additional time. If you are worried, please contact us with your order number.
I ordered the wrong size. Can I exchange it?
Unfortunately, we do not accept returns or exchanges for customer convenience. Actual dimensions are listed on all product pages, so please check before ordering. If you are uncertain, please feel free to chat with us before purchasing.
How long does custom jewelry take to arrive?
It depends on the type. Custom Letter Pendants take ~5 days to produce; Photo Pendants take ~10 days to produce + ~7 days to ship; fully custom pieces take ~1–1.5 months after design confirmation. Check each product page's Description for the exact time.
Is there a shipping fee?
Shipping is free everywhere within Japan, including to remote islands.
I haven't paid yet, will it be shipped?
For bank transfers and convenience store payments, we start shipping preparations after payment confirmation. Please note that shipping will not occur until payment is completed.
Learn more about our shipping process
We explain in detail on our official media why some items are shipped directly from overseas and why tracking updates are delayed.
Read on official media
Last updated: October 9, 2026
EMPIRE HOLLYWOOD Co., Ltd. | 1-1-4 Higashi-Memuro 3-jo Kita, Memuro-cho, Kasai-gun, Hokkaido 082-0803
Contact: empire.hollywood0513@gmail.com
Notation based on the Act on Specified Commercial Transactions｜FAQ｜Official Media
