We Ship Worldwide!
Shipping & Return Policy
Shipping Rates & CarriersInternational shipping rates vary by destination and are calculated at checkout. We partner with Japan Post (EMS), DHL, and ECMS Express for international deliveries.
Note for European customers: VAT may be collected upon delivery.
To ensure smooth and timely delivery, all shipping and billing addresses must be entered in English. Please note that we are unable to ship to P.O. Boxes; a physical street address is required at checkout. If a package is undeliverable or returned due to an incomplete or incorrect address provided by the customer, the buyer will be responsible for all associated fees.
Shipping Policy & DeliveriesTracking information will be emailed to you as soon as your order ships. Please understand that we cannot be held liable for lost or stolen packages once they have been dispatched, unless shipping insurance was purchased. In the rare event of an unsuccessful delivery resulting in the package being returned to nuzén, we will refund the cost of the items, excluding original shipping fees. Please review our Return Policy for further details.
Order Processing & Transit TimesIn-stock items: Dispatched within 3 business days from Japan (excluding weekends and Japanese public holidays).
Holiday periods: Please allow 3–5 business days for dispatch.
Pre-order items: Please refer to the individual product page for estimated dispatch dates.
(Note: If your order contains both in-stock and pre-order items, the entire order will ship together once all items are ready.)
Most international orders arrive within 5–7 business days after dispatch. Please be aware that customs processing times vary, and parcels may occasionally be held for inspection. We appreciate your patience while your package clears customs.
Tracking Your OrderAll shipped orders include full tracking. A tracking link will be sent to your email as soon as the order is dispatched.
Country Not Listed?If your destination is not available at checkout, please reach out to us at contact@mynuzen.com. We will gladly look into available shipping options and rates for your region.
Shipping Terms & ConditionsDelivery timelines are estimates and cannot be guaranteed. Once a parcel leaves Japan, any delays caused by carriers or local customs are unfortunately beyond our control.
If a carrier is unable to reach you and the parcel is returned after the local storage period expires:
• Return shipping costs and any customs-related fees incurred will be deducted from your final refund.
• For Japan Post shipments: If the parcel is returned without incurring additional return fees, only the original shipping cost will be deducted.
All our orders ship directly from Japan. Depending on your destination’s import regulations, your parcel may be subject to VAT, GST, or local customs duties upon arrival. These charges are assessed by your local customs office and are not included in your checkout total.
Regional Guidelines:
• EU Countries: Import VAT may be collected by local customs.
• United Kingdom: Local VAT may be charged at delivery.
• Norway / Switzerland: Local taxes or customs duties may apply.
• United States / Canada: Import duties or processing fees may apply depending on the total order value.
• Australia / New Zealand: GST or import duties may be collected by local customs.
• Other Regions (e.g., Taiwan, South Korea): Import duties may apply based on local thresholds and regulations.
Refused or Returned Parcels:
If a parcel is refused or returned to us because import fees were left unpaid, all return shipping costs and any customs-related charges incurred by nuzén will be deducted from your refund.
We 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