Returns and Refunds Policy

Returns & Refunds Policy

If you wish to return or exchange an item, please contact us via email, in-site chat, or chatbot as listed on the Operating Company & Contact page. Please provide your order number, product name, and reason.

Defective Items & Incorrect Deliveries

If you receive an item with damage, holes, significant sewing defects, or a product or color different from what you ordered, please contact us with photos within 6 days of delivery. After confirmation, we will arrange for an exchange or refund at our expense. If the 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 items or incorrect deliveries, we do not accept returns or exchanges due to customer preferences such as size, color, or image differences. However, this does not impede any rights otherwise granted by the laws of the delivery destination.

EU Member States, US, and Canada

You may return items that are unused, unwashed, and still have their tags attached within 30 days of delivery. Please contact us in advance. Return shipping costs, customs duties, import taxes, and customs clearance fees due to customer convenience will be borne by the customer. Original shipping costs and these fees are non-refundable. In the case of defective items or incorrect deliveries, we will bear the return shipping costs.

Items Not Eligible for Return

  • Items that have been used, worn, washed, dry-cleaned, or altered.
  • Items without product tags, labels, or accessories.
  • Items that have become stained, damaged, or acquired odors while in the customer's possession.
  • Hygienic products, sale items, or custom-made items explicitly stated as non-returnable on the product page (excluding defective items).

Refunds

After the returned item arrives and is confirmed, we will process a refund to your original payment method, usually within 5-7 business days. It may take additional days for the refund to reflect on your statement due to processing by financial institutions or payment companies. Please use a trackable shipping method.

Incorrect Address / Long-Term Absence

If a product is returned to us due to an incorrect shipping address or long-term absence, you may be responsible for the redelivery cost. If we do not receive contact within 14 days of the return, we may cease storing the item.

FAQs

It usually takes about 10 to 20 days for your order to be delivered. (Subject to change depending on item availability.)

If there is a defect, please contact us here .

Please note that size and color changes are not eligible for return or exchange.

First, please check your spam folder.

If you do not have it, please set up the domain "info@nanostudio-official.com" and then contact us [here] with the ①email address and ②name you used.