FAQ（EN）
1. SHIPPING (EMS)
Q. Which countries do you ship to?
I ship worldwide from Kyoto, Japan via EMS (Express Mail Service).
You can place an order from any country that appears at checkout.
If your country is not listed, please contact me and I will confirm availability.
Q. How much is the international shipping fee?
International shipping is handled by EMS.
The shipping fee is calculated at checkout based on your destination.
Here is a general guide to the rates:
- East Asia (China, Korea, Taiwan, Hong Kong): ¥1,500
- Asia (excluding above regions): ¥2,000
- North America (USA, Canada): ¥3,000
- Europe: ¥3,000
- Oceania (Australia, New Zealand): ¥3,000
- Middle East: ¥3,000
- Latin America / Africa: ¥3,500
- Japan (Domestic): Free
The final shipping fee will be shown at checkout.
Q. Which shipping method do you use?
All international orders are shipped via EMS.
EMS is a reliable, trackable express service for international parcels.
Q. How long does international delivery take?
I usually ship your order within 3–5 business days after payment is confirmed.
Delivery time varies by destination, but EMS generally takes:
- 5–10 business days for Asia
- 7–14 business days for North America, Europe, Oceania, and the Middle East
Please note that delays may occur due to customs inspection, weather, or local postal service conditions.
Q. Will I receive a tracking number?
Yes. All EMS parcels include a tracking number.
Once your order has shipped, the tracking information will be emailed to you.
2. CUSTOMS & IMPORT TAXES
Q. Do I need to pay customs duties or import taxes?
Depending on your country’s regulations, customs or import taxes may be charged upon delivery.
These fees are the responsibility of the recipient.
Q. Are customs fees included in the product price or shipping fee?
No. Customs duties and import taxes are not included in the item price or shipping cost.
Q. Can you mark my order as a gift or lower the price to avoid customs tax?
No. I am required by law to declare the correct value of the items and cannot mark parcels as “gifts” or declare false amounts.
Q. Where can I check the customs policy for my country?
Please contact your country’s customs office or refer to their official website for details.
3. RETURNS & REPAIRS
Q. Can I return or exchange my order?
Because each piece is handmade using natural gemstones, I do not accept returns or exchanges unless the item arrives damaged or incorrect.
If there is any issue with your order, please contact me within 3 days of delivery with photos of the item.
Q. My item arrived damaged. What should I do?
If your order arrives damaged, please contact me within 3 days of delivery with photos.
I will offer repair, replacement, or a partial refund depending on the situation.
Q. Do you accept repairs?
Yes. Paid repair services are available for items purchased from Atelier Nanako.
Please contact me with photos of the issue so I can confirm the repair fee and schedule.
Q. Can I cancel my order?
Orders cannot be cancelled once production or packing has started.
Please check your order carefully before completing your purchase.
4. ABOUT THE MATERIALS & PRODUCT CHARACTERISTICS
Q. What metal materials do you use? Are they hypoallergenic?
All metal components are 14kgf (gold-filled), which is more durable and generally more skin-friendly than regular gold plating.
It is suitable for many people with sensitive skin, but reactions may vary depending on the individual.
Q. Do natural stones have inclusions or color variations?
Yes. Natural gemstones may contain tiny inclusions, slight color differences, or variations in shape.
These are not defects—they are natural characteristics that make each stone unique.
Q. Are the colors in the photos accurate?
I photograph each piece carefully in natural light so the colors appear as close to the real item as possible.
However, the appearance may vary slightly depending on your device or screen settings.
Q. Will my piece look exactly the same as the photos?
All jewelry is handmade using natural stones, so slight differences in shape, balance, and tone may occur.
I always select stones that match the original design’s harmony and atmosphere.
Q. Do you accept custom requests or adjustments?
Yes. Chain length adjustments, style changes, or custom sizing may be available depending on the design.
Please contact me before placing your order so I can confirm availability and schedule.
Q. How should I care for my jewelry?
After wearing your jewelry, gently wipe it with a soft cloth.
Please store it away from direct sunlight and extreme dryness or humidity, as natural stones vary in sensitivity.
Gentle handling will help preserve the beauty of the stones and the 14kgf material.
5. ORDER & PACKAGING
Q. Do you offer gift wrapping?
Yes. Gift wrapping is available free of charge.
If you would like gift wrapping, please leave a note at checkout.
(Once the gift-wrapping selection button is added to each product page, you may use that option as well.)
Q. Will there be an invoice or price information inside the package?
No. A price invoice is not included inside the parcel.
However, the customs label on the outside must list the contents and value as required by law.
Q. Can I change the shipping address after placing my order?
If your order has not shipped yet, the shipping address may be updated.
Please contact me as soon as possible with your order number and the new address.
Once the parcel has shipped, the delivery address cannot be changed.
Q. What happens if the parcel is lost or delayed during shipping?
All orders include a tracking number.
Once the parcel has shipped, delivery issues such as delay, loss, or theft fall under the responsibility of the postal carrier.
If your parcel does not arrive, please contact the carrier with the tracking number—
and if you need assistance communicating with the carrier, you may contact me anytime.
Q. How will my order be packaged?
Each item is packaged securely in a hard jewelry box with an inner cushion and shipped in a protective outer package to prevent damage during transit.
Gift wrapping is also available upon request.
Q. If I purchase multiple items, will they be packed together?
Unless otherwise requested, multiple items will be packed together in one parcel.
If you need individual packaging for gifts, please leave a note at checkout.