Refund policy
Returns, Exchanges, and Cancellations
Can I return or exchange an item because I changed my mind?
For all items we sell, we do not accept returns or exchanges due to a change of mind.
We do not accept returns or cancellations of download products due to a change of mind.
If you do not receive the download link or cannot open the file, email hello@nakamura-shop.com.
Color differences caused by your PC or smartphone screen count as a change of mind.
When can I return or exchange an item?
We accept returns or exchanges only when the item has clear damage or a clear defect on arrival, or when we sent the wrong item.
A wrong item includes receiving fewer items than you ordered.
If you received fewer items than you ordered, we send the missing items.
Returns and exchanges apply only to unused items.
An item that has only been opened is treated as unused.
We decide whether an item has damage or a defect.
When are returns and exchanges not accepted?
In the following cases, we cannot accept returns or exchanges, even for damage, a defect, or a wrong item.
- You contact us more than 7 days after delivery (even if the item is unopened)
- The item has been used, washed, or altered
- You have damaged or lost the product tags or packaging
What if I find a problem after using or washing the item?
The color of the leather parts may transfer to the fabric or to other cloth during washing.
If you follow our recommended care (see our MAINTENANCE page) and use the item within the guideline for aging (about 2 years with 12 washes a year), dye transfer is unlikely.
If you do not follow our recommended care, or if you use the item beyond the guideline for aging, dye transfer may occur.
Problems found after use or washing (including dye transfer) are not eligible for return or exchange.
For questions about care or a problem, email hello@nakamura-shop.com with your order number, photos, and a description of how you washed the item (including the name of the detergent you used).
How does the return or exchange process work for damage, a defect, or a wrong item?
- Within 7 days of delivery, email hello@nakamura-shop.com with photos.
- In the email, include your order number and describe the damage, defect, or wrong item.
- Send the item back within 7 days after you receive our instructions.
- For returns due to damage, a defect, or a wrong item, we pay the shipping fees (return shipping and reshipping). From within Japan, please send the item by collect shipping (chakubarai), so that we pay the shipping fee when we receive it. From outside Japan, we will email you instructions on how to send the item and how the shipping fee is handled.
- After the item arrives and we check its condition, we exchange it or issue a refund.
Can I cancel or change my order?
To request a cancellation or change after ordering, email hello@nakamura-shop.com with your order number.
We accept cancellation of made-to-order items only before we start making them.
After we start making a made-to-order item, we cannot accept its cancellation.
If you want to cancel, please contact us as soon as possible.
We accept cancellation of stock items if we have not yet shipped them.
Whether we can accept a change to your order (color, quantity, items, or delivery address) depends on the change and the situation.
If we accept your cancellation request, we refund the full amount you paid.
What happens if my order cannot be delivered because no one was available to receive it or the address could not be found?
If an order cannot be delivered after shipping because no one was available to receive it or the address could not be found, we contact you by email.
If you do not reply to our email within 3 days, we cancel the undelivered order.
For an undelivered order that we cancel, we refund the amount you paid minus the round-trip shipping fees and the actual cost of processing the refund.
Do you have special return terms?
Under Article 15-3 of Japan's Act on Specified Commercial Transactions, we do not accept returns due to a change of mind for any item we sell.