Refund policy
Made-to-order items
Every item we sell is made to order, one piece at a time. For this reason we cannot accept returns, exchanges or size changes for reasons of personal preference. Please check size, colour and fabric carefully before ordering.
Cancellation
Orders may be cancelled within 24 hours of purchase, provided production has not yet started. Email kotaro_taniyama@nana.black with your order number. Once production has begun, cancellation is no longer possible.
Faulty or incorrect items
If your item is faulty, or you received an item you did not order, email kotaro_taniyama@nana.black within 7 days of delivery with your order number and photographs of the issue. We will arrange an exchange or a refund, and we cover return shipping in these cases.
The following are not treated as faults:
- Stains, damage or odours arising after delivery
- Deformation or discolouration caused by handling contrary to the care label
- Natural variation in hand-finished garments, and minor colour differences or creasing inherent to the material
- Colour differences caused by your screen settings
Conditions for accepted returns
Where we have agreed to a return, the item must be unused, with tags attached and all accessories and packaging included. Worn, washed or de-tagged items cannot be accepted.
Refunds
Once the returned item arrives and has been inspected, we refund to the original payment method within 5-10 business days. Your card issuer or payment provider may take additional time to post the credit.
Customers in the EU, EEA and the United Kingdom
Under EU, EEA and UK consumer law you may withdraw from the contract within 14 days of delivery, without giving a reason. Please notify us at kotaro_taniyama@nana.black. Return shipping costs arising from a withdrawal are borne by the customer. Items made to your individual specification, such as orders outside our standard sizes and colours or garments altered for you, are excluded from the right of withdrawal under applicable law.
Refused international deliveries
If payment of customs duties or import taxes is refused, or the parcel is returned to us undelivered, we refund the amount paid less the outbound and return shipping costs and any fees incurred.
Contact
For any question about returns or refunds, please email kotaro_taniyama@nana.black.