Frequently Asked Questions

FAQ

Where do you ship?

From this webshop we ship only to Japan, with this link you may find our other webshops.

Do you offer free shipping?

We are pleased to offer complimentary ground shipping for all orders of JPY 16,500 including tax.

Read through all the details.

When will my order ship?

Orders take approximately 4 business days to process. Orders received after 11:00 will be processed on the next working day.

Can I return my purchase?

We do not accept returns unless the product is damaged, or the delivered product is different from the one ordered. Please contact Client Services within 7 days of receipt. For further assistance please contact our client service team.

What shipping carrier do you use?

All orders purchased on this webshop are delivered with Sagawa Express.

What are your customer service hours?

Our advisors are ready to assist you by email Monday to Friday at clientservicejapan@smnovella.com

All request that arrive on the weekend or bank holidays will be processed the next business day.