Shop Policies

EN/日本語

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. Please handle the packaging with care. We are not liable for any possible damages caused if the packaging was shipped out carelessly from the buyer.


Returns, Exchanges, and Refunds

As all items are custom made and are sewn from scratch, orders cannot be returned or refunded. Please make sure you check your correct measurements before ordering. 

To limit chances of disappointment with your order, please carefully consult with the designer for each item to ensure that you know the details of what you are purchasing, especially the clothing measurements! Each piece is made with love and care, and is one-of-a-kind!

Please view the situations below to see the resolutions taken place should this happen to your order:

— We ship to most countries in the world, but in the case that we do not ship to your country of residence, we will automatically provide a full refund for your order and also notify you through an email.

— In the case that your item appears completely different from the photos, you will be provided with a full refund.

Once your refund has been approved, you should receive it within 24 hours via PayPal.

NOTE: We do not offer full refunds for items that were received, but no longer wanted. Unwanted, but undamaged, goods do not qualify for a full refund.


Out of Stock Items

If the item you purchased is out of stock, your order will remain processing while we notify you via email. From there we offer you a few choices, such as a full refund, credit, or the option to wait for your item to be restocked. In the event that your item is permanently out of stock, we will automatically issue you a full refund.


Import Taxes and Custom Charges

We are not responsible for any import taxes or customs charges. The possibility of this occurring is very unlikely. Most, if not all, of our items, are sent individually to avoid any taxes or charges.


Lost or Stolen Parcels

We are not liable for lost or stolen mail. Please make sure the address you provide during check out is the correct one! If you have provided the wrong shipping address, please contact us right away. If your order has not been processed and shipped, there is still a chance to correct this error. If tracking is given and it says that it is delivered but you have not received your package yet, please wait until the end of the week or a few more days to be sure that the mail is missing. Sometimes the post office may have a scanning mistake or misdelivered so please be sure to contact your local post or ask your neighbors first. Because we have proof of shipment and delivery confirmation, we will no longer be held responsible for lost or stolen mail. Please be aware of this once purchasing.


Shipping

All items will be shipped to the address that is shown on the buyer's profile when purchased unless noted otherwise. Please make sure you provide your correct address, contact number, and email. If any packages are sent back to me for incorrect/insufficient address, I will contact you once. If you do not reply within 3 days, I will not reship your order and no refunds would be given.


Payment

We accept Paypal, Japan Post Bank, BDO, Chinabank payments. We also accept GCASH & Shopee for Philippine-based orders. You can email us for more info. For pre-order items: 60% downpayment to Full Payment is accepted. 

For pre-order items: 60% downpayment to Full Payment is accepted. 


If you have any questions, please don't hesitate to contact us here or at hello@naominikola.com