You can request a change within 2 business days of placing your order.

Changes cannot be made after this period.

To complete the change, please contact chat support on our Company Information & Contact page and provide:

• Your order number

• The product name you want to change

• The size and color you want

If you have not received your order confirmation email, please check your spam folder.
If it is not there, allow emails from the "info@nanostudio-official.com" domain, then contact chat support on our Company Information & Contact page.

Free worldwide shipping.

You can request a change within 2 business days of placing your order.

Changes cannot be made after this period.

Please contact chat support on our Company Information & Contact page.

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.

The tracking number will be included in the shipping confirmation email.
Please note that it will take approximately 3-5 days for the changes to be reflected.
You can check the tracking on the following website. (No hyphens)

▼Sagawa Express▼
https://tracking.sagawa-sgx.com/sgx/trackeng.asp

▼Yamato Transport▼

https://toi.kuronekoyamato.co.jp/cgi-bin/tneko

[Delivery failure/Return to sender/Abandoned package]

If a package cannot be delivered to the specified shipping address due to an incorrect shipping address or phone number, the package will be returned to the sender (Nanostudio) at your expense.

If the consignee (customer) is not present at the time of delivery, the package will be held at the local distribution courier center for pick-up (shown in tracking history based on destination country). If the customer does not receive the package for any reason, the package will be returned to the sender (Nanostudio) at the customer's expense.

For international customers, if you refuse to accept your package, it will be returned to the sender (Nanostudio) at your expense. Cost includes shipping/duties. This amount will be deducted from the total amount refunded.

If returned, the package will be held at customs for 30 days, after which it will be disposed of. If your package is discarded, you will not be entitled to a replacement or refund for your order.

Visa / Mastercard / AMERICAN EXPRESS / JCB

・Pay later (Payday) ※Convenience store/bank payment

・PAYPAY

・LINE PAY

・PAYPAL

*Depending on the payment method, you may be required to make payment before the product arrives. Please consider the product arrival time and the deadline for your payment method before purchasing. We cannot adjust the payment deadline, such as extending it.

We are unable to issue receipts.

Issuing a receipt when purchasing from an online store will result in "double issuance" and both the buyer and seller may be held liable for "forgery of a private document with a seal."

Therefore, please use the details issued by each payment method as a receipt.

・Credit card >> Statement of charges ・Convenience store >> Receipts received at the store ・Bank transfer >> Bank transfer statement ・Carrier payment >> Statement from your mobile phone company

Quote: https://baseu.jp/17066#to-3 (Be careful of duplicate receipts! Rules for issuing receipts at online shops)

Please understand the above before making your purchase.

Unfortunately, we cannot accept cancellations after an order has been completed.
To change the size, color, or shipping address, please contact chat support on our Company Information & Contact page.

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.

We will assist you through our "Return Guarantee Support."
Please contact chat support on our Company Information & Contact page to complete the return process.

① Your name
② Order number (shown in your order confirmation email)
③ Product name
④ The product label with the barcode attached to the packaging bag
⑤ Details of your inquiry

After sending items ①–⑤, please send a photo of the suspected defect and a photo showing the product with its tag still attached in the chat.

* We cannot issue a refund if the product label is missing.
(We have previously received claims for defective items purchased from other stores, so we appreciate your cooperation with this verification step.)
* Support is unavailable on weekends and public holidays.
* We will reply within 2 business days.
* We will cover the return shipping cost for initial defects or damage.

We may refund the product price if the product is out of stock or defective.
When a refund is issued, we will send you two emails:

・[Cancellation notification email]
"Subject: Order number #~~ has been cancelled"

・【Refund notification email】"Subject: Refund notification"

The refund will be deducted from the amount charged to the payment method you used this time.
Please check the amount later.

Please note that it may take up to three weeks for the changes to be reflected.
*If you are using a debit card, please contact your card company.
*Please check the results of your withdrawal on the billing date for your payment method.

If you have made a cash payment at a convenience store using Paidy, please contact us using the inquiry form below.
https://cs.paidy.com/contact-us