Refund policy

Most items sold on Nanyaka can't be returned once opened or used, so that every product we send out is genuinely new. We do stand behind every order. If your item arrives damaged, defective, or incorrect, contact us within 3 days of delivery and we'll make it right.

If your item arrives damaged, defective, or incorrect

Please inspect your order as soon as it arrives. If anything is damaged, defective, or incorrect, contact us at nanyakajapan@gmail.com within 3 days of delivery so we can review the issue and help.

To be eligible for a return in these cases:

  • The request is submitted within 3 days of delivery
  • The item is unused and in the same condition you received it
  • The original packaging is intact

Items sent back without prior approval aren't accepted.

If something isn't genuine

Everything at Nanyaka is sourced through authorised distributors and wholesalers. If an item turns out not to be authentic, contact us — we'll refund it in full, and you keep the item.

Items not eligible for return

We can't accept returns for:

  • Change of mind or personal preference
  • Products that have been opened, used, or are no longer in their original sealed packaging
  • Sale items or items bought with a promo code
  • Shipping delays caused by weather, customs, or local carriers, which are all outside our control

Return shipping

Approved returns must be shipped back to Japan. Return shipping and insurance costs are the customer's responsibility. Once your request is approved, we'll send a return shipping label and detailed instructions.

Exchanges

We don't offer direct exchanges. If your return is approved, place a new order for the replacement item.

Refunds

Once we receive and inspect the returned item, we'll let you know whether the refund is approved. If it is:

  • The refund is issued to your original payment method within 10 business days
  • The refund covers the product price only
  • Original shipping, currency conversion, and payment processing fees are non-refundable, including on orders that qualified for free shipping

Your bank or card provider may need extra time to post the refund. If more than 15 business days have passed since your refund was approved and you haven't received it, contact us at nanyakajapan@gmail.com.