■ Ordering Procedure

1) Add items to your shopping cart and complete your order.
2) You will receive an automated confirmation email from us.
3) We will send a follow-up email confirming your order and providing an estimated delivery date.
4) Please check the details and notify us if there are any errors or omissions.
5) If paying by bank transfer, please complete payment by the deadline we provide. We will send a confirmation email once payment has been received.
6) For custom-order items, we will notify you once they arrive in stock. We will send an email with available delivery dates; please reply to that email.
7) We will deliver your order on your requested delivery date.

※ Our business hours for inquiries are weekdays from 10:00 to 17:00. Orders placed outside of these hours or on weekends/holidays will be processed on the next business day.
※ Please note that custom-order items generally take 45 to 75 days to arrive.
Your order is considered finalized once you receive our order confirmation email. Thank you for your understanding.
　

■ Delivery Information

For large items (sofas, dining tables, daybeds, etc.), we provide unpacking, assembly, and removal of packaging materials.
For small items (chairs, side tables, etc.), delivery is generally "curbside" (to the building entrance).
With curbside delivery, we do not provide setup or removal of packaging materials, so please dispose of the packaging yourself.
Please be aware that shipping may be delayed due to heavy volumes during peak seasons (New Year's, Golden Week, Obon, Mid-year and Year-end gifting periods), weather conditions, road closures, or natural disasters.
While we and our shipping partners strive to meet your requested delivery date, we cannot guarantee it; we kindly ask for your understanding.
Upon shipment, we will send a "Shipping Completion Email" containing your tracking number.
If you notice issues after shipment, such as the item not arriving on the specified date or time, please contact your local delivery branch with your tracking number.

■ Shipping Carriers

We entrust shipping to various carriers through our partner warehouses.
(S-Line, Art Setting Delivery, Sagawa Express, etc.)
Please note that the selection of the shipping carrier is at our discretion.


■ Unpacking and Setup Service

For large items (sofas, dining tables, daybeds, etc.), we provide unpacking, assembly, and removal of packaging materials.
For small items (chairs, side tables, etc.), delivery is curbside.
If you would like to request unpacking and setup for small items, please select the option when ordering.
This service is available for a flat fee of 3,300 yen (tax included) per item, regardless of region.

How to Request Unpacking and Setup Service
1) Select the delivery method along with your color and quantity preferences during checkout. ※ The service fee will be included in your final payment.
2) We will email you the total amount including the service fee and your delivery date. Please be sure to review this email.
3) We will perform setup and packaging removal on your agreed-upon delivery date; please ensure someone is home at the scheduled time.

※ If you are not home on the scheduled delivery date, we will charge you for the return shipping costs, so please ensure you are available.
※ Should there be any issues with the item during setup, please notify us while the delivery personnel are still present.
If you refuse delivery or report issues only after the personnel have left, you will be charged for redelivery and setup, so please be aware of this in advance.


■ Delivery to Remote Islands and Okinawa

Deliveries to remote islands and Okinawa will incur additional shipping costs; we can provide an estimate upon request.
Please note that some items, such as glass products, may not be eligible for delivery to these regions.


■ Delivery Times

For items in domestic stock, shipping will occur within 5 business days after order confirmation (or receipt of payment for bank transfers).
Custom-order items will be delivered within an estimated 45 to 75 days after order confirmation.
As stock, production, and shipping status fluctuate, specific delivery times will be provided in your order confirmation email.
Delivery dates provided are estimates; while we strive to meet them, dates may change due to production delays, unforeseen circumstances, or natural disasters. Please be aware of this in advance.
We are not liable for any losses incurred by the user due to delivery delays resulting from force majeure.


■ Specifying Dates and Times

1) For immediate-delivery items in domestic stock:
・Standard Delivery
　Please select a date at least 5 business days after order confirmation (or payment date).

・Unpacking and Setup Service
　Please select a date at least 5 business days after order confirmation (or payment date).
　The carrier will contact you for confirmation the day before delivery.

・Custom-order items
　We will notify you of the port arrival and delivery time via email after your order is confirmed.
　Once the item arrives in our warehouse, we will email you available delivery dates for you to select from.

2) Time Windows
　 Morning: (9:00 AM – 12:00 PM)
　 Afternoon: (1:00 PM – 5:00 PM)
　 ※Availability depends on the delivery area.

3) Receiving your order
If you are unavailable to receive your order, it will be held at the carrier's branch.
Please contact us if you need to reschedule your delivery.
If you do not contact us to reschedule and 7 days pass from the original delivery date, your order will be cancelled.
Please note that if redelivery is required due to customer unavailability after the shipping notice and absence slip have been issued, additional shipping fees will be charged.


■ Shipping Fees

Please be sure to check the "Order Confirmation Email" we send you.
Any transit charges that occur in certain regions are the responsibility of the customer.


■ Payments

We accept the following payment methods (credit card and bank transfer).

・Credit Card Payment

・Bank Transfer
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[Transfer Destination]
Resona Bank
Ueno Branch
Regular Account 1660768 Innovate Co., Ltd.
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Total Payment
The combined total of product price and shipping fees.
※ Please note that bank transfer fees are to be paid by the customer.
※ Items will be shipped once payment is confirmed.
※ Orders not paid within 7 days will be cancelled.
※ In the case of a refund due to our error, we will cover the refund transaction fee, but the initial transfer fee paid by the customer will not be reimbursed.

■ Regarding Cancellations

[For In-Stock Items]
Cancellations are accepted up until the day before the shipping date from our warehouse.
For cancellations after items have been shipped from our warehouse, we accept them only within 7 days of arrival and for unused products, with round-trip shipping costs* to be borne by the customer.

[For Made-to-Order Items]
・Orders placed, before production begins:
Cancellations are accepted unconditionally before production begins.
(Please contact us as soon as possible, as production begins promptly after ordering.)

・After production has begun, before arrival:
Due to the nature of made-to-order production, reselling to other customers is difficult; therefore, a cancellation fee of 30% of the product price will be charged.

・After arrival:
If the item is unused and within 7 days of arrival, a cancellation fee of 50% of the product price plus round-trip shipping costs* will be charged.

Regarding the calculation of round-trip shipping costs*
Costs are calculated based on the rates listed by Yamato Home Convenience (https://www.008008.jp/).

*The above cancellation policy applies to purchasers on this site; sales through other channels are subject to the terms associated with separate contracts.

Regarding returns and exchanges of non-defective items
Please note in advance that we do not accept returns or exchanges for customer convenience (such as differences in color appearance due to your PC environment, differences in image, or issues with home access routes, etc.), regardless of the reason.
Please check your access route and carefully consider your purchase before ordering.
In principle, we do not accept returns; however, should a return occur, you will be charged for round-trip shipping plus a 30% cancellation fee of the product price.

Regarding returns and exchanges of defective items
Please thoroughly check for any damage or initial defects when the product arrives.
Please contact us within 7 days of arrival regarding initial defects or damaged items. We will handle the exchange for a non-defective item at our 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 attach them to an email addressed to us.
info@nuplace.tokyo
*We cannot collect the item without the packaging, so please store all packaging materials.
Once we have confirmed the issue, we will promptly ship the replacement item along with a return shipping slip for the defective product.
(If the replacement is not in stock domestically, you may need to wait until the next shipment arrives.)
Once the replacement arrives, please attach the enclosed return slip to the defective item and send it back.


■ Regarding Product Warranty

We provide a 3-year product warranty on purchased items.
If a defect or failure occurs under normal use within 3 years from the delivery date, we will repair or replace it free of charge.

Warranty Coverage
All items are covered, excluding certain outlet items.

Warranty Content
The warranty covers defects resulting from structural or manufacturing processes and flaws due to deterioration.
We will replace the parts where the damage or malfunction has occurred.
However, if the exact parts are no longer available, we may substitute them with alternative parts.

Regarding the Warranty Certificate
Customer information is managed in our database, but please keep the delivery statement and warranty card included with your product in a safe place.
When requesting warranty service, please provide your name, the product covered, and the date on the delivery statement, and our staff will respond promptly.

Disclaimer
We provide no compensation for damages occurring in the following cases:
・Damages caused by delivery delays. (Due to production circumstances, provided delivery dates are estimates and not guarantees.)
・Damages occurring until the replacement arrives or during the period we hold the item for repair.
・Aging of natural materials.
・Scratches or stains on table tops or upholstery from normal use, or cushion sagging are not covered by the warranty.
・We assume no responsibility for protective materials for floors or household items. Furthermore, we are not responsible for damages caused to household items without such protection installed.
*Normal use is defined as usage according to the product's original function. Please note that destruction, damage, or defects caused by customer intent or negligence, or by external factors, are not included in the warranty scope.


■ Regarding Product Packaging

Regarding Cardboard Packaging
For large products (3-seater sofas, dining tables, lounge chairs), we attach a paper frame outside the standard cardboard, but normal-sized items are shipped in standard cardboard.
We cut costs on packaging to provide items as affordably as possible, so the packaging may not look very good.
Dents or holes may appear in the cardboard due to shipping, warehouse storage, or delivery handling.
We repair them as much as possible before shipping, but similar situations may occur during delivery. As these are large items, we ask for your understanding.


■ Regarding Access Routes for Large Items

Some products are large and require an access route check.
For products too large for a delivery person to carry alone, we include an "unpacking and installation service," but please ensure you check the access route.
Note that a separate fee will apply if hoist delivery is required.
Please ensure you check the following points.

Confirmation of Product Size
Please check the access route for the following items. Products are delivered in their packaged state, so please check the packaging size.
Check the [Maximum Size] and [Minimum Size] of the packaging. Also, allow an extra 5cm for the access route.

Confirmation of Elevator Size
Elevator sizes are defined by JIS (Japanese Industrial Standards). Please check the following points:
・The elevator entrance is larger than the minimum size.
・The elevator depth is larger than the minimum size.
・The elevator ceiling height is larger than the maximum size.
Check both the entrance and interior sizes. Sofas of 2 seats or more are carried into elevators vertically.
Even if the entrance height is insufficient, it may be possible to carry it in at an angle.

Check Staircase Width
If you must use stairs (due to it not fitting in the elevator, or installation on the 2nd floor of a house), check the following sizes:
・The staircase width is larger than the minimum size.
・If there is a landing, its depth is larger than the minimum packaging size.
・If the product (maximum size) must be carried vertically, ensure there is sufficient ceiling height.
*We cannot accept deliveries via stairs to higher floors. Please be sure to verify if elevator delivery is possible.

Check Hallway to Entrance
Even if the apartment building entrance or elevator hall is large, the common corridor to your front door might not have enough space.
Please check the following points:
・The corridor width is larger than the minimum size.
・If there are bends, you may need to carry it vertically, so ensure the ceiling height is larger than the maximum size.
*Please consider factors like fluorescent lights and obstacles.

Confirmation of Entrance
For the entrance, please check the following:
・The entrance width is larger than the minimum size.
・There is sufficient depth in the entrance.
・There is sufficient width in the corridor in front of the entrance.
*Check the entrance width excluding the doorknob. Actual size may be smaller depending on how the door opens.
*Depending on the door's opening direction and angle, it may be impossible to carry in if the door blocks adjustments.
*Even if the maximum size is larger than the entrance height, it can be carried in at an angle; however, if the corridor is extremely narrow, there may be no room to maneuver, making delivery impossible.
*For detached houses, delivery via a garden entrance may be possible.

Check Room Access Path
Indoor corridor widths and ceiling heights are usually smaller than common areas.
Please check thoroughly to ensure the item fits not only to the entrance but also into the room.
・Corridor width is larger than the minimum size.
・If there are bends, consider that it may be carried vertically; ensure ceiling height is larger than the maximum size.
・If there are indoor stairs, ensure width, ceiling height, and landing depth are sufficient.
Check the room entrance size.

Other Precautions
If the elevator cannot be used, we may decline delivery to high-rise floors. Also, ensure the elevator is not out of service for regular inspections at the time of delivery.
If delivery cannot be made through the entrance and requires entry through a window on the 2nd floor or higher, it will be considered hoist delivery.
Even if you have opted for the unpacking and installation service, hoist delivery will incur a separate fee.
If you wish to do this, advance arrangements are required, so please consult us in advance. If we are not notified, delivery cannot be made on the day.
Please note that if you request a cancellation or exchange on the day of delivery due to failure to verify the access route, you will be responsible for the shipping costs.


■ Product Characteristics and Precautions

About the Products
Products sold here are handcrafted by artisans; slight paint peeling or unevenness may occur.
These are not mass-produced by machine; wood processing, material shaping, painting, assembly, and screw hole drilling are all done by hand, so slight distortions naturally occur during production.
We will handle exchanges for issues affecting functionality or aesthetics, but issues outside these will not be eligible for exchange.
Also, there may be repair marks or markings on parts not visible from the front, such as the back of a tabletop. Please understand that this is not a defect.

About Furniture Assembly
Since products are handcrafted, if a tabletop has 4 screw holes, it does not necessarily mean all 4 will align perfectly with the leg holes.
You may need to change the screw pattern or shift the leg positions. We apologize for the trouble, but please try all patterns when assembling.
Naturally, we will respond promptly if assembly is impossible with any pattern or if parts are missing.

About Teak Wood
When exposed to sunlight, surface oils evaporate, causing the wood to gradually lighten and turn silver-gray within about six months.
(The speed of discoloration depends on weather conditions like temperature, humidity, and sunlight. Humid climates accelerate the process, while dry climates slow it down.)
This is only a surface change, not corrosion, but a natural aging process of teak wood; there is no change in strength or durability.

About Specification Changes
Product images and specifications displayed on the web may be changed without notice for quality improvement or improvement purposes.
In such cases, the actual product will take priority; please understand this in advance.

About Product Size
Though produced to the listed dimensions, there may be errors of 1 to 1.5 cm depending on the product.
Due to the manual labor by artisans, variations occur based on assembly state and climate.
Our policy is that size discrepancies within ±1.5 cm are not covered by the warranty, so please contact us each time if you require precise measurements.


■ Other

Regarding Receipt Issuance
For credit card purchases, your statement from the credit card company serves as the official receipt.
For bank transfers, your remittance statement from the financial institution serves as the receipt.
From a legal standpoint, we cannot issue a receipt for the amount before point discounts; we appreciate your understanding.

Regarding Inquiries
Email inquiries are accepted 24 hours a day.
Telephone inquiries are accepted on weekdays from 10:00 to 17:00.
Please understand that responses may be delayed until the following day depending on the content of your inquiry.
Additionally, inquiries made during holidays will be answered sequentially after the holidays, which may take some time.


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Inquiry Support
■Business Hours
Weekdays 10:00-17:00 (*Excluding summer holidays and year-end/New Year holidays)
TEL: 03-6420-3540
E-mail: info@nuplace.tokyo
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