FAQ
■About Order■
FAQ About Order
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The "Order Confirmation E-mail" will be sent immediately after your order is placed. If you do not receive an order confirmation email within two business days of placing your order, please contact us using the inquiry form. Please also check your email address, as there may be a typing error in the email address you registered, or your email software may have mistakenly blocked the email as spam or virus email.
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Your order will be confirmed when you have added the product to your cart and have completed all the steps, such as shipping address and payment method.
Therefore, if a product you have placed in your cart is no longer available for purchase during the ordering step, it may be sold out, as availability is fluid.
Therefore, if a product you have placed in your cart is no longer available for purchase during the ordering step, it may be sold out, as availability is fluid.
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Due to the specifications of the system, we are unable to accept any changes to the product after the order has been confirmed.
If you wish to make changes, please cancel your order and purchase the desired product again. If you wish to cancel your order, please see "Can I cancel my entire order?”.
*Therefore, if a product you have placed in your cart is no longer available for purchase during the ordering step, it may be sold out, as availability is fluid
If you wish to make changes, please cancel your order and purchase the desired product again. If you wish to cancel your order, please see "Can I cancel my entire order?”.
*Therefore, if a product you have placed in your cart is no longer available for purchase during the ordering step, it may be sold out, as availability is fluid
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Due to the specifications of the system, we are unable to accept part of changes to the product after the order has been confirmed.
If you wish to make part of changes, please cancel your order and purchase the desired product again. If you wish to cancel your order, please see "Can I cancel my entire order?”.
*Therefore, if a product you have placed in your cart is no longer available for purchase during the ordering step, it may be sold out, as availability is fluid.
If you wish to make part of changes, please cancel your order and purchase the desired product again. If you wish to cancel your order, please see "Can I cancel my entire order?”.
*Therefore, if a product you have placed in your cart is no longer available for purchase during the ordering step, it may be sold out, as availability is fluid.
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We are able to accept the order to cancel products before the order has been shipped.
Please contact us by 12 pm the day after purchasing using the inquiry form.
If you wish to cancel your order, please contact us by filling out the inquiry form with your “order number”.
*Due to system specifications, we are unable to cancel any part of your order. Please understand in advance.
*If you are using a coupon, it cannot be reapplied after cancellation.
If you wish to cancel your order, please contact us using the inquiry form with your "order number".
Please contact us by 12 pm the day after purchasing using the inquiry form.
If you wish to cancel your order, please contact us by filling out the inquiry form with your “order number”.
*Due to system specifications, we are unable to cancel any part of your order. Please understand in advance.
*If you are using a coupon, it cannot be reapplied after cancellation.
If you wish to cancel your order, please contact us using the inquiry form with your "order number".
■About Delivery■
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Yes we can ship overseas. At the checkout page you will be provided with a postage and handling quote before making payment.
-Shipping method
Your order will be delivered through 「YAMATO International TA-Q-BIN」in most cases.
The delivery time to your destination will vary according to your postcode.
-Days to arrive
About 10-30 business days takes to delivery. All items are shipped from Tokyo, Japan.
* If you place an order with a total weight of more than 10 kg, you will not be able to make a payment at one time. Please order separately. The weight of each products is usually 120g-200g.
-When you are out of the home
When you are out of the home the carrier will post an absentee card and the delivery address will contact you to respond.
If the item cannot be delivered and is returned, the customer will be responsible for the shipping cost for redelivery, so please accept it.
NeeNe does not accept any responsibility for shipping times, and we cannot refund items that arrive later than required, although you may return them at your cost for a credit (exclusions may apply).
Delivery date and time specification.
-Shipping method
Your order will be delivered through 「YAMATO International TA-Q-BIN」in most cases.
The delivery time to your destination will vary according to your postcode.
-Days to arrive
About 10-30 business days takes to delivery. All items are shipped from Tokyo, Japan.
* If you place an order with a total weight of more than 10 kg, you will not be able to make a payment at one time. Please order separately. The weight of each products is usually 120g-200g.
-When you are out of the home
When you are out of the home the carrier will post an absentee card and the delivery address will contact you to respond.
If the item cannot be delivered and is returned, the customer will be responsible for the shipping cost for redelivery, so please accept it.
NeeNe does not accept any responsibility for shipping times, and we cannot refund items that arrive later than required, although you may return them at your cost for a credit (exclusions may apply).
Delivery date and time specification.
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・Japan : 300 yen per order
・Other countries :
・Other countries :
| ZONE | Destination country | within 60cm and up to 2kg | within 80cm and up to 5kg | within 100cm and up to 10kg |
|---|---|---|---|---|
| 1 | Brunei | 2200 yen | 3600 yen | 6600 yen |
| China | ||||
| Hong Kong | ||||
| Indonesia | ||||
| Macao | ||||
| Malaysia | ||||
| Philippines | ||||
| Singapore | ||||
| South Korea | ||||
| Taiwan | ||||
| Thailand | ||||
| 2 | Australia | 2900 yen | 4800 yen | 9000 yen |
| Canada | ||||
| India | ||||
| Mexico | ||||
| New Zealand | ||||
| United States | ||||
| 3 | Belgium | 3350 yen | 5500 yen | 10300 yen |
| Bhutan | ||||
| Bulgaria | ||||
| Croatia | ||||
| Cyprus | ||||
| Czechia | ||||
| Denmark | ||||
| Finland | ||||
| France | ||||
| Germany | ||||
| Greece | ||||
| Hungary | ||||
| Iceland | ||||
| Ireland | ||||
| Italy | ||||
| Monaco | ||||
| Netherlands | ||||
| Norway | ||||
| Peru | ||||
| Poland | ||||
| Portugal | ||||
| Rumania | ||||
| Slovenia | ||||
| Spain | ||||
| Sweden | ||||
| Switzerland | ||||
| Turkey | ||||
| United Arab Emirates | ||||
| United Kingdom | ||||
| 4 | Brazil | 6450 yen | 14550 yen | 24850 yen |
| Estonia | ||||
| Russia | ||||
| South Africa | ||||
| Ukraine |
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International orders may be subject to customs duties and duties upon arrival in your country. Any customs of the item is the customer's responsibility. If you are not sure if your order will go through customs or how much it will be, please contact the appropriate agency in your country before placing an order.
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If you would like to change your shipping address, you can do so before the product is shipped.
Please contact us with your new shipping address and include your order number in the inquiry form.
Please note that we may not be able to change the shipping address depending on the progress of the shipping process. If this is the case, please check the shipping company and the invoice number (tracking number) in the order confirmation email, and ask the shipping company to change the shipping address.
Please contact us with your new shipping address and include your order number in the inquiry form.
Please note that we may not be able to change the shipping address depending on the progress of the shipping process. If this is the case, please check the shipping company and the invoice number (tracking number) in the order confirmation email, and ask the shipping company to change the shipping address.
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■Regular products
The product will be shipped within 4 business days (excluding weekends and holidays) after the order is confirmed or payment is received.
■Reserved items
The delivery time of pre-ordered products differs for each product. Please check each product page for details.
*Please note that delivery may be delayed due to production reasons. Please understand in advance.
*If you wish to purchase multiple pre-order items, they will be shipped together according to the "late" items.
If you wish to receive your order separately (earlier delivery), please purchase the items "separately".
■Notes on delivery
-Our business days are weekdays, excluding weekends and holidays. Please note that we do not ship products outside of business hours.
-We will post information on our website and SNS regarding temporary holidays such as Obon, Golden Week, and New Year holidays.
-We will send you an email as soon as the delivery is completed.
-Please note that the arrival date may be delayed due to traffic conditions. Please note that delivery to remote islands may take a little longer.
The product will be shipped within 4 business days (excluding weekends and holidays) after the order is confirmed or payment is received.
■Reserved items
The delivery time of pre-ordered products differs for each product. Please check each product page for details.
*Please note that delivery may be delayed due to production reasons. Please understand in advance.
*If you wish to purchase multiple pre-order items, they will be shipped together according to the "late" items.
If you wish to receive your order separately (earlier delivery), please purchase the items "separately".
■Notes on delivery
-Our business days are weekdays, excluding weekends and holidays. Please note that we do not ship products outside of business hours.
-We will post information on our website and SNS regarding temporary holidays such as Obon, Golden Week, and New Year holidays.
-We will send you an email as soon as the delivery is completed.
-Please note that the arrival date may be delayed due to traffic conditions. Please note that delivery to remote islands may take a little longer.
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If you purchase both regular and pre-order items at the same time, they can be shipped together.
However, in the case of pre-order items, since the arrival time of each item differs, the shipment will be made according to the latest arrival item.
*For more information about regular products and pre-order products, please refer to "Q: What are regular products and pre-order products?
However, in the case of pre-order items, since the arrival time of each item differs, the shipment will be made according to the latest arrival item.
*For more information about regular products and pre-order products, please refer to "Q: What are regular products and pre-order products?
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Regular products will be shipped within 5 business days after the order is completed or payment is confirmed.
In the case of "pre-ordered products", the delivery time varies depending on the product, so please check the product page for details.
If you do not receive an email from us within 6 business days of completing your order or receiving your payment, please let us know using the inquiry form.
In the case of "pre-ordered products", the delivery time varies depending on the product, so please check the product page for details.
If you do not receive an email from us within 6 business days of completing your order or receiving your payment, please let us know using the inquiry form.
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Due to system specifications, items are shipped by order number.
We are unable to send items with different order numbers together. Please be aware of this in advance.
If you wish to send all the items at once, please cancel your order and purchase the desired items again.
*For more information about order cancellation, please refer to "Orders" → "Can I cancel my entire order?
However, depending on the availability of the product, the product may be out of stock at the time of repurchase. Also, depending on the shipping status, we may not be able to cancel your order.
In that case, we will be able to return the product.
We are unable to send items with different order numbers together. Please be aware of this in advance.
If you wish to send all the items at once, please cancel your order and purchase the desired items again.
*For more information about order cancellation, please refer to "Orders" → "Can I cancel my entire order?
However, depending on the availability of the product, the product may be out of stock at the time of repurchase. Also, depending on the shipping status, we may not be able to cancel your order.
In that case, we will be able to return the product.
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Shipping costs will be charged per order ID. Shipping rates vary by country, so please check the rates here.
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We are sorry, but we are unable to provide this service.
If you wish to have your order shipped, please check the invoice number (tracking number) in the shipping confirmation email and contact the shipping company yourself.
If you wish to have your order shipped, please check the invoice number (tracking number) in the shipping confirmation email and contact the shipping company yourself.
■About Payment■
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We accept credit cards, GooglePay, ApplePay, and payments.
For more information about each payment method, please refer to the following
■Credit Card Payment
VISA / Master card / GooglePay / ApplePay / PayPal are accepted.
For more information about each payment method, please refer to the following
■Credit Card Payment
VISA / Master card / GooglePay / ApplePay / PayPal are accepted.
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The credit card information entered at the time of order cannot be deleted or changed later.
In addition, we do not keep your credit card information, so we cannot confirm the details of your credit card information. Please understand that we cannot verify the details of your credit card information.
In addition, we do not keep your credit card information, so we cannot confirm the details of your credit card information. Please understand that we cannot verify the details of your credit card information.
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Please be aware that the product will not be shipped with a statement of purchase that includes the amount. Please be aware of this in advance.
Please refer to the order confirmation email sent from our store as the delivery note.
Please refer to the order confirmation email sent from our store as the delivery note.
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You can download a receipt from the URL provided in the delivery notification e-mail sent to you after the product is shipped.
■About Returns / Exchanges■
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We apologize for the inconvenience, but we are unable to accept returns for the customer's convenience.
■If a product is found to be defective.
If the product you receive is defective or different from the one you ordered, we will exchange or return it to you as soon as possible. Please contact us using the inquiry form within 7 days of receiving the product.
*If the item cannot be exchanged due to stock status, we will issue a refund.
*We will carefully pack and ship your items but we cannot guarantee that they will be defective, because it is caused by damage in transit.
■Conditions for return
We do not accept returns in the following cases, regardless of whether it is for customer convenience or product defect. Please be sure to check the product before returning it.
1. If the product tag is missing or damaged, such as the following
・A tag attached with a string
・Tags sewn on the product
・Attached buttons or leftover cloth
*If the sewn-on tag is detached, we will not accept the return.
2.If the product shows signs of use, such as damage, staining, or odor.
3. Products that have been returned without prior notification of return.
4. Products that have been returned more than 8 days after receipt.
■If a product is found to be defective.
If the product you receive is defective or different from the one you ordered, we will exchange or return it to you as soon as possible. Please contact us using the inquiry form within 7 days of receiving the product.
*If the item cannot be exchanged due to stock status, we will issue a refund.
*We will carefully pack and ship your items but we cannot guarantee that they will be defective, because it is caused by damage in transit.
■Conditions for return
We do not accept returns in the following cases, regardless of whether it is for customer convenience or product defect. Please be sure to check the product before returning it.
1. If the product tag is missing or damaged, such as the following
・A tag attached with a string
・Tags sewn on the product
・Attached buttons or leftover cloth
*If the sewn-on tag is detached, we will not accept the return.
2.If the product shows signs of use, such as damage, staining, or odor.
3. Products that have been returned without prior notification of return.
4. Products that have been returned more than 8 days after receipt.
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We are sorry, but we cannot accept any changes to the products after the order is confirmed.
However, we will be able to accommodate you only in the following cases.
If you receive a defective product or a product that is different from the one you ordered.
If you receive a defective product or a product that is different from the one you ordered, we will replace it as soon as possible. Please contact us within 7 days of receiving the product using the inquiry form, and we will inform you how to return the product.
*If we are unable to exchange the item due to stock status, we will issue a refund.
However, we will be able to accommodate you only in the following cases.
If you receive a defective product or a product that is different from the one you ordered.
If you receive a defective product or a product that is different from the one you ordered, we will replace it as soon as possible. Please contact us within 7 days of receiving the product using the inquiry form, and we will inform you how to return the product.
*If we are unable to exchange the item due to stock status, we will issue a refund.
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We are very sorry for your inconvenience.
We apologize for the inconvenience, but we would appreciate it if you could contact us within 7 days of receiving the product from the email address you used to place the order, and include your order number in the inquiry form.
After confirming the situation, we will arrange for a new product as soon as possible.
*If we are unable to exchange the item due to stock status, we will issue a refund.
We apologize for the inconvenience, but we would appreciate it if you could contact us within 7 days of receiving the product from the email address you used to place the order, and include your order number in the inquiry form.
After confirming the situation, we will arrange for a new product as soon as possible.
*If we are unable to exchange the item due to stock status, we will issue a refund.
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We are very sorry for your inconvenience.
We apologize for the inconvenience, but we would appreciate it if you could contact us within 7 days of receiving the product from the email address you used to place the order, and include your order number in the inquiry form.
After confirming the situation, we will arrange for a new product as soon as possible.
*If we are unable to exchange the item due to stock status, we will issue a refund.
We apologize for the inconvenience, but we would appreciate it if you could contact us within 7 days of receiving the product from the email address you used to place the order, and include your order number in the inquiry form.
After confirming the situation, we will arrange for a new product as soon as possible.
*If we are unable to exchange the item due to stock status, we will issue a refund.
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You may use a packaging box other than the box you received the product in when returning it.
However, please note that we are not responsible for any accidents or problems such as damage or loss after the return procedure.
*When returning a product, please make sure to include the following items with your return
・Tags that are attached to the product
・Tags sewn on the product
・Attached buttons or leftover cloth
However, please note that we are not responsible for any accidents or problems such as damage or loss after the return procedure.
*When returning a product, please make sure to include the following items with your return
・Tags that are attached to the product
・Tags sewn on the product
・Attached buttons or leftover cloth
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We will refund your payment as soon as we receive the returned items.
If you paid by credit card, GoolePay or ApplePay
We will refund you via the payment method you used when you placed your order.
If you paid by credit card, GoolePay or ApplePay
We will refund you via the payment method you used when you placed your order.
■About Product■
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■Regular products
Items that can be shipped within 5 business days after the order is placed.
■Reserved items
Products that are scheduled to arrive in the future are listed here.
The delivery time for pre-order items differs from that of regular items.
Please check each product page for details.
The delivery date may vary due to production reasons.
If there is a significant delay in the delivery of the product, we will contact you as soon as it is confirmed.
The image of the product shown is a sample. The design, size, color, etc. may differ slightly from the actual product.
Items that can be shipped within 5 business days after the order is placed.
■Reserved items
Products that are scheduled to arrive in the future are listed here.
The delivery time for pre-order items differs from that of regular items.
Please check each product page for details.
The delivery date may vary due to production reasons.
If there is a significant delay in the delivery of the product, we will contact you as soon as it is confirmed.
The image of the product shown is a sample. The design, size, color, etc. may differ slightly from the actual product.
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The products are handmade, so there may be an error of about 1cm. Please understand this in advance.
If you have any questions or concerns about the product, please feel free to contact us.
If you have any questions or concerns about the product, please feel free to contact us.
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We try to take pictures as close to the real thing as possible, but there may be slight differences in color depending on the light when taking pictures, your device display, etc.
We try to present multiple photos, so please check them together.
We try to present multiple photos, so please check them together.
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Our clothes are only sold ready-to-wear, so we do not accept size adjustments or orders.
- Choosing a selection results in a full page refresh.
- Press the space key then arrow keys to make a selection.