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FAQ

Shipping

We aim to dispatch orders received before 12am Monday to Thursday on the following day. Orders received after 12am Monday to Thursday will be dispatched the day after, while the orders received after 12am on a Friday will be dispatched on the following Monday.
As orders’ shipping rates are different based on the destination country and address, it is possible to know them before payment just putting all desired items into the basket and following the procedure all the way through: the system will calculate them automatically and give the exact amount before proceeding to the final payment.

Based on the destination country, all orders over the following thresholds qualify for free shipping*:

AUSTRIA -------> 150 €
BELGIUM -------> 150 €
DENMARK -------> 250 €
FRANCE -------> 150 €
GERMANY -------> 150 €
GREECE -------> 250 €
IRELAND -------> 250 €
ITALY -------> 150 €
MONACO -------> 300 €
NETHERLANDS -------> 150 €
PORTUGAL -------> 250 €
SPAIN -------> 200 €
SWEDEN -------> 250 €
SWITZERLAND -------> 500 €
UK -------> 200 €

Once your order has been dispatched you will be notified of your tracking details.  
Any taxes or import duties are the sole responsibility of the customer.

*Offer not valid when used with other promotional offers or discount codes

Returns & Exchanges

Within 14 days of receipt, it is possible to request a return or an exchange: in order to do so, please fill in the following form and send it to info@nan-ban.com.

For clothing items, if you would like to exchange an item because the fit is not right, please let us know the replacement size you desire.
Besides the cost of the return shipment, which must be borne by the customer, there is no other charge to exchange items for a different size, however all exchanges are based on stock availability.

All item(s) should be sent back to us within 14 days of receipt. Returns outside these timeframes may be accepted at our discretion and may only be refunded as a store credit.
Returned or exchanged items should be returned new and unused.
When trying footwear on, please stand on a clean surface to protect the soles.
All packaging should always be included with your return.

We offer a flexible returns policy to make your online shopping experience even easier. However, customers returning items repeatedly may be refused at our discretion.

Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible. Items should be returned in their original packaging to ensure they are adequately protected in transit.

Unidentifiable returns will be returned to the sender.

The refund will be credited to the original payment method and will include shipping costs for faulty items only.
Please note that refunds can take up to several working days to show on your account.

Faulty Goods

All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us as soon as possible at info@nan-ban.com.

Goods are considered faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty. If your item is faulty when you receive it, you can return it for a refund within 30 days of the day you received them.

If you discover a fault after this time, but within six months of purchase, you can still return it. Where possible, we will offer to repair the item. If it cannot be repaired and the same product is still available, we will send you a replacement. If the same product is no longer available, you are entitled to a full refund.

Cancelling Your Order

Within 14 days of receipt, you have the right to cancel your order with us provided you give us written notice.
To exercise the right to cancel, you must inform us by email to info@nan-ban.com
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also recommend that you use a secure, tracked means to return your order and retain proof of sending, in case of a dispute.
Please note that you must cover the cost of the return shipment.
All items must be returned unused, in their original condition and from the country that the order was delivered to.
We will refund the full value of your order, including shipping costs, within 14 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

Please email info@nan-ban.com for any additional information you may need.

  @NAN_BAN_

Every Japanese design gem you always wanted to find*
(*but were afraid to ask)