Open the Your Order page and enter your order number and the email address you used. There you can see your order, cancel it, download a receipt or ask for a return.
Can I cancel my order?
Yes, within 6 hours of placing it, from the “Cancel order” link in your confirmation email or on the Your Order page. After 6 hours you can still send a cancellation request from the same page. If we have already started preparing your order, we refund you with store credit. Orders cannot be cancelled once they have been shipped. See our Refund Policy.
Can I change an item, size or colour?
Orders cannot be changed. Please cancel the order and place a new one.
Can I change my delivery address?
Within 6 hours of placing your order, please send us your order number and the new address through the Contact form. After 6 hours the address can no longer be changed.
Do I need an account to order?
No. You can check out as a guest. With an account you can see your past orders in one place.
Is an item reserved when I add it to my cart?
No. If another customer completes their purchase first, the item may sell out before you finish your order.
Can I reserve or pre-order an item?
No. We do not take reservations or pre-orders in the online store.
I did not receive my order confirmation email.
Please check your spam or junk folder first. If you still cannot find it, send us your name and the email address you used at checkout through the Contact form.
Do you offer gift wrapping?
No. We do not offer gift wrapping for online orders.
Can several orders be shipped together?
No. Each order is shipped separately, even to the same address.
Payment and Prices
Which payment methods can I use?
Credit cards in your own name (VISA, MasterCard, American Express, JCB), Shop Pay, Apple Pay and Google Pay.
Which currency will I pay in?
United States and Canada: USD. United Kingdom: GBP. Australia and New Zealand: AUD. All other regions, including the EU: JPY. If your card is in a different currency, your card provider sets the exchange rate.
Do prices include tax?
Prices for Japan include 10% consumption tax. International orders are generally exempt from Japanese consumption tax. Import duties and taxes in your country may apply (see “Customs and Import Charges” below).
Is my payment information safe?
Yes. Your card details go securely and directly to the payment provider. We do not store or share them.
How can I get a receipt?
Download it from the link in your order confirmation email or on the Your Order page.
Shipping
Which carriers do you use?
Japan: Yamato. Mainland China: EMS (Japan Post). Hong Kong, Taiwan and all other countries: DHL Express.
When will my order arrive?
We usually ship within 1–3 business days of your order (weekdays only). After dispatch: Japan 1–2 days, DHL about 3–5 business days, EMS to China about 5–10 business days. Delivery dates cannot be selected.
How much is shipping?
It depends on the destination and the package weight, and is shown at checkout. See our Shipping Policy.
Do you ship to my country?
The countries we ship to are listed in our Shipping Policy. If your country is not on the list, we cannot ship there at the moment.
When will I get a tracking number?
Usually by email within 1 business day of dispatch. If it has not arrived, please check your spam folder or contact us through the Contact form.
What if I miss the delivery?
In Japan, Yamato leaves a notice and you can arrange redelivery on their website or app. For international orders, DHL tries again or holds the package nearby. Please follow the carrier’s instructions.
Can I use a parcel forwarding service?
We do not recommend it. We cannot help with loss, damage or customs problems after the package reaches the forwarding address.
Customs and Import Charges
Will I pay import duties or taxes?
They may apply, depending on your country, and are paid by the recipient. For the United Kingdom (orders of £135 or less) and Australia, tax may be collected at checkout. In other countries they are usually paid to the carrier or customs on delivery. See “Customs Duties and Import Charges” in our Terms of Service.
What if I refuse to pay import charges?
If the package is refused or not collected, return shipping and other costs may be charged to you, and the original shipping fee is not refunded.
Returns and Exchanges
Can I return an item?
Returns for a change of mind are not generally accepted. Items with a defect or sent in error can be returned or exchanged if you contact us through the Contact form within 7 days of delivery, and the item is unused with all tags, accessories and the delivery statement. We pay the shipping both ways. See our Refund Policy.
Can I exchange for a different size or colour?
No. We only exchange a defective or wrong item for the correct one. If it is out of stock, we refund you.
How do I return an international order?
Please use the DHL return label we send you. Packages sent any other way may be charged import tax and cannot be accepted.
I live in the EU or the UK. Can I withdraw from my purchase?
Yes, within 14 days of receiving your order, without giving a reason. Return shipping is paid by you. See our Refund Policy.
When will I get my refund?
Once we have received and checked the returned item. The time it takes to appear depends on your card provider.
Lost or Damaged Items
My order is lost or arrived damaged.
Please send us your order number and photos through the Contact form as soon as possible. We will check with the carrier and handle each case individually.
Tracking shows “delivered”, but I do not have the package.
Please check with neighbours or your building’s reception, and check the address on your order. If you still cannot find it, contact us through the Contact form.
The colour looks different from the photos.
Colours can look different on each screen. If the item has a defect, please contact us within 7 days of delivery.
Products
How do I choose my size?
Each product page has a size chart in cm and inches. If you are unsure, ask us through the Contact form or call the store.
How should I care for my item?
Please follow the care label on the garment. For questions about a material, ask us through the Contact form.
Can I be told when an item is back in stock?
Some items are made again and some are not, for example when the fabric is no longer available. Send us the item name, colour and size through the Contact form. If the item is planned to come back, we will email you when it is in stock. If not, we will let you know.
Do you make items to order?
No. Made-to-order is not available in the online store.
Are the online store and the shop the same stock?
No. Stock is kept separately, and some items are only in the shop or only online.
How do I know an item is genuine?
Christopher Nemeth is sold in this online store, our shop in Tokyo and authorised stockists. If you find an item sold elsewhere that you are unsure about, tell us through the Contact form.
Our Shop
Where is the shop and when is it open?
4-13-5 Jingumae, Shibuya-ku, Tokyo. Open every day 12:00–20:00, closed on 31 December and 1 January. See the Stores page.
Do you repair Christopher Nemeth garments?
Please contact the shop by phone (+81 3 3401 2123) or through the Contact form.
Account and Newsletter
How do I sign in?
Enter your email address on the sign-in page. We send you a code by email; there is no password.
How do I subscribe to or leave the newsletter?
Enter your email address in the newsletter box on our website. To leave, use the unsubscribe link at the bottom of any newsletter.
Wholesale and Press
I am a buyer. How do I ask about wholesale?
Send us your store name, location and a short note about your business through the Contact form.
I am from the press.
Please send your request through the Contact form.
