FAQ

As a general rule, we cannot accept additions or changes to orders. Please double check the contents of your order before completing your order to ensure that there are no mistakes.

As a general rule, we cannot accept cancellations due to customers convenience. We appreciate your understanding.

The order confirmation email will be sent automatically after placing an order, but depending on your email and environment, it may be automatically sorted into junk mail, so please check your spam folder. Please note that there are an increasing number of cases where e-mails from our shop are blocked as a countermeasure against spam in free e-mails such as Yahoo! Mail and mobile phone e-mail addresses. Please set up your e-mail address to receive e-mails from @nairo-ec.com. If you do not receive the email, please contact via live chat.

We do not currently offer consolidation of separate orders. Orders placed on the same day with different order numbers will be shipped separately. Please place your order for all items you wish all at once.

Unfortunately gift wrapping service is currently not available. We apologize for the inconvenience.

We will notify you about the resale and restocking schedule on our official nairo account on Instagram. If you connect to our LINE account, you can set up your LINE account to receive notifications as soon as the items you have registered are back in stock. →About connecting to our LINE account We hope you will make use of this service as well.

We will reply within 2 business days (excluding weekend and holidays) after receiving your inquiry via email or CONTACT form, but there is a possibility that your inquiry has not been received due to some trouble. If you do not receive a reply from us, please contact via live chat. We apologize for the inconvenience and thank you for your patience.

If there is a rush of orders for an item with a limited quantity remaining, there may be a case that the number of orders completed exceeds the number of items in stock due to the convenience of our payment system. If you receive an order confirmation email after your payment has been completed, but the item is our of stock, nairo customer support will contact you at a later date. We apologize for any inconvenience this may cause.

Please contact our customer support. If it is before we ship, we will change the delivery address to the new one. If you have moved after your order has been shipped, please ask the shipping company to forward your package. Please note that there will be a charge for the forwarding the package and it will be borne by the customer. If you would like to change the shipping address before shipping, please send the following information via live chat. ----------------------------------------------- I would like to change my shipping address. Order number: Your name : New Delivery Address: Phone: ----------------------------------------------- Please note that any changes to your membership information or additions to your shipping address will not be reflected in your confirmed order.

Please contact us via live chat to let us know that your package has been returned. We will explain the following procedure. Please refer to the "SHIPPING POLICY" for the process to follow in the event of a returned shipment.

The estimated delivery time of items is indicated in the "Delivery Window" column on the items page. For pre-order items, it is also stated at the top of the item description. We ship via EMS. Please refer to the tracking number that will be sent to you by email after your order is shipped.

There are an increasing number of cases where e-mails from our shop are blocked as a countermeasure against spam in free e-mails such as Yahoo! Mail and mobile phone e-mail addresses. Please set up your e-mail address to receive e-mails from @nairo-ec.com. If you do not receive the email, please contact us via live chat.

You can register or edit your address on My Page, or shipping address page when you place an order. On My Page, you will find a section titled "Customer Address" on the right side of My Page for PCs and on the bottom of My Page for smartphones. Click on "Manage Shipping Addresses" and add a new address from "Add New Address" or edit the information in the "Edit" field. If you have already placed an order and would like to change the shipping address before the order is shipped, please send the following information via live chat. ----------------------------------------------- I would like to change my shipping address Order number: Your name: New Delivery Address: Phone: ----------------------------------------------- Please note that any changes to your membership information or additions to your shipping address will not be reflected in your confirmed order.

Please note that you will not be able to place an order without registering membership and logging in.

Please reissue your password from "Forgot your password?" on the login page.

Payment will be made when the order is confirmed. Payment will be settled when the order is confirmed, and the product will be delivered at a later date according to the delivery window.

shopify payments 　We accept various types of credit cards. Amazon Pay 　Payment can be made using your Amazon Pay account. You do not need to enter your address or credit card information, so you can easily place an order. Paidy (deferred payment) 　An invoice will be issued on the first day of the following month after the end of the month for confirmed monthly billings, and the invoice will be sent via e-mail or SMS (short message) by the third day of the following month. Payment can be made at convenience stores (payment at convenience store terminals), bank transfer, or account transfer. Please note that for pre-order items whose delivery window is more than one month in advance, an invoice will be issued and payment will be made before delivery. For details, please refer to the Paidy website. PayPal 　Payments can be made using your PayPal account. There is no need to enter new address or credit card information, so you can easily place an order.

Once an order is confirmed, the payment method cannot be changed. We appreciate your understanding.

Please use the "delivery note/receipt" included with your package of order.

Please note that we cannot accept returns or exchanges due to customers convenience, such as the size does not fit or the image is different, etc.

Please check our Return Policy in the User's Guide.