Shipping policy
■ Returns and Cancellations
□ About Returns and Cancellations
As a general rule, we do not accept changes to order details, exchanges, or returns after an order has been confirmed.
□ Exceptions to Returns
As an exception, we will accept exchanges or returns only if the item you received differs from your order or is defective, provided you contact us within 7 days of receiving the item.
In such cases, we will cover the return shipping costs.
Please contact us via the inquiry form, including a description of the product’s condition and photos of the item.
□ Cases Not Covered by Return Exceptions
Please note that we cannot accept returns or exchanges for the following items:
・Items that have been used
・Items missing tags, packaging, or other accessories, or items that are damaged
・Items for which you do not have a receipt (purchase receipt, credit card sales slip, or return card)
・Items that have been scratched, damaged, or soiled while in your possession
・Items purchased for resale (including cases where we determine the purchase was for resale)
・Repeated excessive returns or exchanges
・Requests for 50 or more returns or exchanges for the same product code
・Items that differ from the customer’s pre-purchase expectations
*We cannot accommodate returns for items that have been intentionally damaged or soiled
□ Regarding Cancellations
Once your order is confirmed, our system automatically processes it for shipment. Therefore, we are unable to accommodate cancellations or changes to your order after confirmation.
With the launch of new products, we kindly ask that you double-check your order details to ensure accuracy before proceeding with your purchase.
□ Cancellations Due to High Order Volume or Stock Outages
In the event of a surge in orders, our payment system may occasionally allow orders to be placed that exceed our available stock.
In such cases, we may cancel orders that were processed after the item became out of stock.
If we cancel your order, we will contact you via email and issue a full refund.
We appreciate your understanding.
□ Cancellations Due to Suspected Credit Card Fraud
If we detect suspected credit card fraud after your order has been confirmed, we will cancel your order. We appreciate your understanding.
■Shipping & Shipping Costs
□About Shipping & Shipping Costs
For standard shipping, we will deliver your order within 1 to 14 business days from the order date.
Please note that we assume no responsibility for shipping delays caused by reasons beyond our control.
*Shipment dates may vary by product. Please check the individual product pages for details.
*Pre-order items are produced after the order is received, so please allow extra time for delivery.
□ Exceptions
Delivery may take longer than 14 days in the following cases: when we have announced a shipping delay in advance; during extended holiday periods such as national holidays, Obon, or New Year’s; or during periods of high order volume, such as when new products are released.
□ Delivery Method and Specifications
Currently, we do not offer the option to specify a delivery day or time.
We apologize for any inconvenience. Once you receive the shipping confirmation email, please contact the designated shipping carrier directly.
If you are not home when the package is delivered, the carrier will leave a notice of non-delivery. In that case, please contact the carrier to specify a convenient time for you to receive the package.
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[Delivery Information for Major Carriers]
・Japan Post
https://trackings.post.japanpost.jp/services/srv/search
・Sagawa Express
https://k2k.sagawa-exp.co.jp/p/sagawa/web/okurijoinput.jsp
*You cannot specify the shipping method.
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□ International Shipping
We currently ship to select countries. Please check the Act on Specified Commercial Transactions for eligible regions.
□ Cash on Delivery
We do not currently offer cash on delivery. Purchases can only be made through the online store.
□ Regarding Incorrect Address, Phone Number, or Email Address
If a shipped item is returned due to an incorrect address or prolonged absence, we will cancel your order. If you wish to purchase the item, please place a new order.
*In the event of cancellation, we will refund the payment amount. (You will be responsible for round-trip shipping costs.)
*Since the item returns to inventory upon being returned, there may be cases where we cannot fulfill your order due to stock shortages even if you place a new order. Please be aware of this in advance.
*Please note that if it is determined that an order was canceled due to malicious acts—such as intentionally providing a non-existent address, intentionally refusing to accept the product and having it returned, or intentionally claiming long-term absence without a valid reason—we may suspend future transactions with you or be unable to issue a refund. Additionally, please be aware that if such malicious acts are discovered, we may take criminal or civil legal action.
□ Specific Examples of Entry Errors
The following mistakes are particularly common. Please ensure you enter your address correctly.
- Postal Code
・Failure to include the prefecture, city, ward, district, or town, even though they officially exist
・Failure to enter kanji, hiragana, or katakana based on official information
・Failure to include the apartment or condominium name (for those living in apartments or condominiums only)
・Apartment or condominium unit number is not included (only for those living in an apartment or condominium)
・Street address information is not included
・The address is not your home address (e.g., addressed to a post office)
・The postal code is not entered correctly
・The number of digits in the postal code is incorrect
・Street address information is not included
・A non-existent address is registered
・Only the company name is listed
・The address is written in a language other than Japanese
- Phone Number
・Only the area code is listed (e.g., 080 only)
・The number of digits in the phone number is incorrect (e.g., one digit too many or one digit too few)
・A non-existent phone number is registered
・An international phone number is registered (Only phone numbers currently usable in Japan can be used as shipping information)
・The phone number is written using characters other than numbers (e.g., Chinese numerals)
- Email Address
・The email address is incorrect
・You are using an email address that cannot receive or respond to emails sent from us
■Contact Us
□Contact Information
We do not have a telephone support line.
Therefore, we limit the methods we use to contact customers.
Currently, we provide support via LINE.
□ If You Cannot Receive Emails
All automated notification emails are sent from this address: >> nnw+silkfull@nextnewworld.co
First, please check your junk mail or spam folder to see if the email has been filtered there.
Please note that automated notification emails often fail to reach recipients, particularly those using mobile carrier email or iCloud email, as these services have strict filtering settings.
Please check the following two points before contacting us:
・Disable domain-specific blocking
・Check your spam settings and adjust them if necessary
If you are unable to receive our emails due to your own settings, we cannot be held responsible for issues such as orders that cannot be shipped due to incorrect registration information or returns caused by delivery errors. Please check again to ensure you have received the notifications.
■ Restocks
□ Regarding Restocks
Information regarding products is posted on social media, so please check there.
■ Receipts
□ Requesting Receipts
The order confirmation email serves as your receipt.
As a general rule, we do not issue separate receipts upon request.
■ Gift Wrapping Service
□ Regarding Gift Wrapping
We currently do not offer a gift wrapping service.
If you are purchasing an item as a gift, we kindly ask that you wrap it yourself after purchase.