Returns and Refunds Policy

Returns and Refunds Policy

If you wish to return or exchange an item, please contact us via chat support on the Company Info & Contact page. Please provide your order number, product name, and reason for the return/exchange.

Defective Products and Incorrect Shipments

If you receive an item with damage, holes, significant sewing defects, or a product or color different from your order, please contact us with photos within 6 days of delivery. After verification, we will replace or refund the item at our expense. If a replacement item is out of stock, we will refund the product price.

Japan and Countries/Regions Outside the EU, US and Canada

Except for defective products or incorrect shipments, we do not accept returns or exchanges due to customer reasons such as size, color, or image differences. However, this does not restrict any rights recognized by the laws of the destination country.

EU Member States, US, and Canada

You may return unworn, unwashed items with original tags attached within 14 days of delivery. Please contact us in advance. Return shipping costs, customs duties, import taxes, and customs clearance fees for customer-initiated returns are your responsibility. Shipping on the original order is free worldwide. These return-related costs and fees are non-refundable. For defective products or incorrect shipments, we will cover the return shipping costs.

Non-Returnable Items

  • Items that have been used, worn, washed, cleaned, or altered
  • Items missing product tags, labels, or accessories
  • Items with dirt, scratches, or odors acquired while in your possession
  • Hygiene products, sale items, or custom-made items explicitly marked as non-returnable on the product page (excluding defective items)

Refunds

After the returned item is received and verified, refunds will typically be processed to your original payment method within 5-7 business days. Please note that additional days may be required for the refund to appear on your statement due to processing by financial institutions and payment companies. Please use a trackable shipping method.

Incorrect Address/Long-Term Absence

If an item is returned due to an incorrect shipping address or prolonged absence, you may be responsible for redelivery costs. If we do not receive contact within 14 days of the return, we may cease storage of the item.

FAQs

Orders usually arrive within 14–20 business days after your order and payment have been confirmed. This includes 7–10 business days for sourcing and inspection and 7–10 business days in transit after dispatch. Saturdays, Sundays and public holidays are excluded. Stock availability, customs clearance, flight schedules, carrier congestion or weather may cause delays.

For defective or incorrectly delivered items, please contact us with photos within 6 days of delivery. After verification, we will arrange an exchange or refund at our expense.

For deliveries to EU member states, the US or Canada, you may return unused, unwashed items with their original tags within 14 days of delivery for personal reasons. Please contact us in advance. Return shipping and related costs for these returns are the customer's responsibility.

For Japan and all other countries and regions, we do not accept returns or exchanges for personal reasons, except for defective or incorrectly delivered items. This does not affect any rights granted by the laws of the destination.

Please see our Returns and Refund Policy for full conditions and use the chat support on our Contact page to get in touch.

First, please check your spam folder.

If the email is not there, allow emails from the "info@nanostudio-official.com" domain, then contact chat support on our Company Information & Contact page and provide ① the email address used for the order and ② your name.

AI or customer support will help you resolve the issue.