Cancellations and Returns
We accept cancellations until the day before shipping from our warehouse.
For cancellations after shipment from the warehouse, we accept them only if the item is unused and within 7 days of arrival, with round-trip shipping costs* to be borne by the customer.
[For Made-to-Order Items]
・If you cancel after ordering but before production begins:
We accept cancellations unconditionally before production begins.
(Please contact us as soon as possible, as production begins promptly after your order is placed.)
・If you cancel after production begins but before delivery:
Due to the custom-made nature of the items, which makes resale to other customers difficult, a cancellation fee of 30% of the product price will be charged.
・If you cancel after delivery:
If the item is unused and returned within 7 days of delivery, a cancellation fee of 50% of the product price plus round-trip shipping costs* will be charged.
Calculation method for round-trip shipping costs*
Costs are calculated based on the rates provided by Yamato Home Convenience (https://www.008008.jp/).
*The above cancellation policy applies to purchases made on this site; for sales via other channels, separate terms attached to those contracts will apply.
Regarding returns and exchanges for non-defective items
Please note that we do not accept returns or exchanges for customer-related reasons (such as differences in color representation due to your PC environment, differences in image, or access routes to your home), regardless of the reason.
Please check your delivery route and consider your purchase carefully before placing an order.
In principle, we do not accept returns, but if a return occurs, we will charge round-trip shipping costs + a cancellation fee (30% of the product price).
Regarding returns and exchanges for defective items
Please thoroughly inspect the product for damage or initial defects upon arrival.
Please contact us within 7 days of arrival regarding initial defects or damaged goods. We will exchange the item for a non-defective one at our shipping expense.
Exchange process
Please unpack and inspect the product within 7 days of arrival.
If there are any defects or damage, please take photos of the affected area and send them to us via email.
info@nuplace.tokyo
*We cannot collect the item without its packaging, so please do not discard the packaging materials.
After we verify the issue, we will promptly ship the replacement item along with a return shipping label for the defective item.
(If the replacement item is out of stock domestically, you may need to wait until the next arrival.)
Once the replacement arrives, please attach the enclosed return shipping label to the defective item and send it back to us.