FAQs & Customer Support
FAQs: Returns, Refunds, and Customer Support
What is your return policy?
If for whatever reason you are not satisfied with your purchase, you will have 30 days from the purchase date for a free return if the item is unworn/undamaged: the item must be clean, free of tears, alterations, stains, and washes.*
If you are purchasing a made-to-order item, you will have 30 days from the receipt date instead of the purchase date.
Do you accept international returns?
At this time, because of high shipping costs for international orders, we do not provide free returns for customers outside the U.S. We will send an invoice to your email and once we receive funds for the shipping costs, we will either send an exchanged size/color of your choosing, or refund the order.
How are refunds processed?
When we receive your return shipment, we will process your refund and the amount of the order will post to your account in 3-5 business days.
For all return inquiries, please send an email to email@example.com.
Can I cancel my order or add to it?
If you would like to cancel your order, please reach out through the provided email or chat service and we can either cancel part or all of your order. To add to your order, please submit another order and we will ship the items together.
Why the 2-3 week delivery for some items?
Items we don't have in stock have to be made from scratch–right from the roll of fabric. Here's a rundown of the process:
- Print all the pieces of the item in your size.
- Lay fabric down and cut all the pieces out by hand.
- Sew at a local factory that specializes in making your item.
- Wash or dye, if the item calls for it, at a local dye house.
- Finish, trim, and ship out your order.
The item passes through many factories and processes before the construction is complete. We kindly ask for 2-3 weeks in advance of shipping for your item to complete this journey.
What are my shipping options?
We provide several shipping services for both national and international customers. You will see different options from USPS, UPS, and DHL. For international customers, we recommend USPS's "First-Class" option as it is the most affordable.
How do I track my order?
Once we ship your order, you will receive an email with the tracking information. If this is a stock item, please allow 1-2 business days for that information to be available to you. If it is a made-to-order purchase, we will notify you at the end of the manufacturing cycle, when we ship out your item.
How do nikijon items fit?
Nikijon items are generally true-to-fit unless stated otherwise. Some items for example have "oversized" or "runs small" tags. The "oversized" label generally means either that the body length, the shoulder-to-shoulder measurement, or the armholes are greater than they are on standard silhouettes.
How do I wash and care for my items?
Unless the material is waxed canvas, wool, or lined with another material besides the outermost fabric, machine washing and tumble-dry-low drying is recommended. The items that are lined with sherpa for example, our most commonly used lining, should be dry cleaned as the sherpa may shrink at a different rate than the outer fabric. Waxed canvas should always be dry cleaned.
How do I sign up for updates?
The best way to stay in touch with us is to follow us on our Instagram @nikijon.clothes! But if you would prefer to provide your email, simply sign up by clicking the user icon at the top right corner if you're viewing the site on a desktop and create an account; alternatively, if you are using a cellular device, you'll see the icon at the top of your screen, near the logo.
Do you offer discounts and sales?
We proudly supply locally-made clothing without the insane markups. Some of the items we make, particularly the made-to-order items, can cost close to $100 to produce! This gives you an idea of what our profit margins are.
If you are looking for holiday sales, please follow the Instagram page or create an account through our site so that we have your contact information on file.