FAQ

EN/日本語

Do you do custom sizes?   

Items can be tailor made to personally fit just for you ♡ If you'd like to request a personalized size, you can head to the self-measurements guide and add in your measurements on checkout, or contact us within 3 days of you placing an order.   


I’ve received my order but it’s a little too big. Do you do alterations?   

If you've already received your order and need some minor adjustments with the garments, we can offer free alterations service, but shipping will be shouldered by the buyer unless it is our mistake.  


How long will it take for my order to ship and arrive?  

As most garments are made to order, processing time can take up to 2-5 weeks before shipping out, depending on the garment and the busy season. 

For international orders, packages will be shipped via Philippine Post which usually takes about 10-25 business days to arrive. Please also understand that due to COVID-19 policies in certain countries, packages may be subject to delay.

Express shipping may be available upon request. 

Metro Manila: Standard shipping time estimates to 1-3 business days, depending on the chosen courier and the season. The same-day delivery option is excluded from this policy as it should only take 30 minutes to a few hours. 

Outside Metro Manila: It normally takes 3-10 business days, depending on your location, chosen courier, and season (Christmas times usually takes longer)  


What if I need my order faster?  

We do accommodate deadlines, if you have already ordered please let us know your order number and the date you need it by. If not please let us know the style, color, size you wish to purchase and date you need it by.  


What are the shipping options?  

For international orders, packages will be shipped via Philippine/Japan Post. Express shipping via DHL or FedEx may be available upon request. For Metro Manila orders, packages will be shipped via Gogoexpress or LBC. Same-day shipping is available for orders within Metro Manila upon request.  


Where are we based?  

Tokyo, Japan & Metro Manila, Philippines  


Where do you ship?   

We ship worldwide.  


What is Paypal? Can I pay through a different method?

Our checkout process uses PayPal, one of the most trusted online payment solutions on the web. Because of this, our store website has all the same securities and payment fraud protection as PayPal.com. Before entering any personal credit card information, you will be transferred to PayPal's secure servers. PayPal accepts Visa, Mastercard, Discover, American Express and Diners Club. We also accept direct Paypal, Japan Post Bank, BDO, Chinabank payments. Additionally, we accept GCASH & Shopee for local orders.  


Customs duties and taxes?  

We are not responsible for any charges that may be subject to a charge when an order is shipped internationally, customers are responsible for customs duties and taxes. If the item/s will not be collected or the duties and taxes are not paid for a certain period of time, the item/s will get back to the original shipping address. If that is the case, there will be a 15% restocking fee.  


Customization?  

We do offer customization for our dresses. We can make dresses with measurements and customize its length.  


Special Commissions?  

We offer special commissions but slots are limited! Send us an email for more info.  


Email 

For all order related questions, press, and other inquiries, contact hello@naominikola.com