Returns & Refunds
Return & Refund Policy
Order Changes & CancellationsWe always do our best to accommodate order modifications; however, once an order enters processing, changes may no longer be possible. We appreciate your understanding.
• In-stock & Final Sale items: These orders are processed immediately upon placement and cannot be modified or canceled.
• Pre-order items: Because some pieces are specially made or handcrafted, changes or cancellations for pre-orders are only accepted within 24 hours of placing the order.
For prompt assistance, please contact us at contact@mynuzen.com.
Customer Support Hours: Monday to Friday | 9:00 AM – 5:00 PM (JST)
The following items are final sale and not eligible for return or exchange:
• Final sale items
• Items discounted by 40% or more
• Personalized or custom-made products
To be eligible for a return, the following conditions must be met:
• Return requests must be submitted within 14 days of delivery.
• The item must be unused, unworn, and returned in its original, undamaged packaging with all tags attached. Items showing visible signs of wear or use will not be accepted.
• A receipt or proof of purchase must be included.
• Please pack the items securely to prevent damage during transit.
• If your original order included any promotional free gifts that were contingent on a minimum spend, those gifts must also be returned. If they are not included, their retail value will be deducted from your final refund.
1. Contact us within 14 days of receiving your order. (Requests made after the 14-day window cannot be accepted).
2. Once your request is approved, we will provide detailed return instructions and the return shipping address.
3. Please be aware that return shipping costs are the responsibility of the customer. We highly recommend using a trackable shipping service.
Note: Returns sent back to us without prior notice or approval will not be accepted or refunded.
Return shipping costs are the responsibility of the customer unless the return is the result of a confirmed fulfillment error on our part (in which case, we will gladly cover the return shipping fees). Please note that return parcels sent with insufficient postage or missing sender information will be refused.
Issues with Your OrderIf you experience any issues with your delivery, please contact us at contact@mynuzen.com within 3 days of receiving your parcel if:
• You received the wrong item(s)
• Your order is missing items
• Your items arrived damaged
To help us resolve the issue as quickly as possible, please include clear unboxing photos or pictures of the damaged items in your email.
Once your return is received and inspected, we will notify you via email regarding the approval status of your refund. If approved, the refund will automatically be applied to your original payment method. Please allow standard processing time for your bank or credit card provider to post the funds to your account.
Need Assistance?If you have any questions regarding our policies, shipping options, or import rules for your region, please feel free to reach out. We are always here to help!
Contact us at: contact@mynuzen.com
Thank you for your understanding,
— nuzén Team