A: Prices and transactions are displayed and processed in your local currency based on your region: United States and Canada in USD, Europe and United Kingdom in EUR/GBP, Australia and New Zealand in AUD/NZD, and all other regions in JPY. If your credit card is in a different currency, the final charge will depend on the exchange rate applied by your card provider.
Q: What are the Terms of Use for the site?
A: By using the Christopher Nemeth Online Store, you agree to the Terms of Use. These terms may be revised or updated without prior notice, and only the revised versions will apply.
Ordering
Q: Can I cancel or modify my order after it is placed?
A: We offer a 6-hour cancellation window after an order is placed. After this period, payment will be captured and fulfilment will begin, and we will no longer be able to cancel or modify the order.
Please submit all cancellation requests through the form below rather than via email. Requests must be submitted within 6 hours of placing the order.
Q: Can I change my delivery address after placing an order?
A: Address changes can be accommodated within 6 hours of placing your order. Please contact us at shop@christophernemeth.co. After this period, the order will proceed as originally placed and the address cannot be changed.
Q: How is item availability managed?
A: Adding an item to your cart does not guarantee availability. If another customer completes their purchase first, the item may sell out before you finalise your order.
Q: What happens if I don't receive my order confirmation email?
A: Please check your spam or junk mail folder first. If you still cannot find it, contact us via the CONTACT page with your name and the email address used at checkout, and we will verify your order.
Q: Can I combine multiple orders into one shipment?
A: No. Each order is shipped separately, even if sent to the same address.
Q: Can I place an order without creating an account?
A: Guest checkout is available. However, creating an account allows you to track your orders and manage your purchase history.
Q: Are products available in the physical store also available for online purchase?
A: Some items are available in both locations; however, stock is managed separately. Online store inventory is stored at our logistics facility, and not all items are available across both channels. Certain items are exclusive to the physical store or the online store.
Q: Can I get my order gift wrapped?
A: We do not currently offer gift wrapping services. However, we plan to introduce this in 2026.
Q: Do I have to pay tax if I am ordering outside of Japan?
A: International orders are tax-free from Japan. However, import duties or taxes may be charged by your destination country and are the customer's responsibility.
Payment
Q: What payment methods are accepted?
A: We accept credit cards (VISA, MasterCard, American Express, JCB), as well as Shop Pay, Apple Pay, and Google Pay.
Transactions are processed in your local currency where supported (see above). For all other regions, transactions are processed in JPY. If you are using a card in a different currency, your card provider will apply the applicable exchange rate.
Q: Is my payment information secure?
A: Yes. Payment details are transmitted securely and directly to your payment provider. We do not store or share your payment information.
Q: Can I get a receipt or invoice for my order?
A: A receipt is automatically included with your order confirmation email. For commercial invoices or other documentation, please contact us at shop@christophernemeth.co.
Shipping
Q: What are the shipping options?
A: For domestic orders within Japan, we use Yamato. For international orders, we ship via DHL Express. Orders to mainland China are shipped via Japan Post EMS.
Q: How are shipping fees calculated?
A: Domestic shipping fees depend on your location within Japan. International shipping fees are fixed by region and weight, and are displayed at checkout. DHL rates are based on actual weight or volumetric weight, whichever is greater.
Q: How long does delivery take?
A: Orders are processed after the 6-hour cancellation window. Fulfilment usually takes 2–3 business days.
Estimated delivery times after dispatch: • Japan (Yamato): 1–2 days • EMS (China only): approximately 5–10 business days • DHL: approximately 3–5 business days
Delivery times may vary depending on destination and customs processing.
Q: When will I receive my tracking number?
A: Tracking information is usually sent to your registered email address within 1 business day of dispatch. If you have not received it, please check your spam folder or contact us via the CONTACT page.
Q: What happens if I miss my delivery?
A: For domestic orders, Yamato will leave a redelivery notice. You can schedule redelivery directly via their website or app. For international orders, DHL will attempt redelivery or hold the package at a local depot. Please follow the instructions provided by the carrier.
Q: Can I use a parcel forwarding service?
A: We do not recommend using forwarding services, as we cannot be responsible for loss, damage, or customs issues that occur after the package is delivered to the forwarding address. We ship directly to most countries.
Returns and Exchanges
Q: Can I return or exchange items?
A: Returns or exchanges for customer convenience are not accepted. However, items with initial defects or items sent in error may be returned or exchanged if all of the following conditions are met:
• The customer contacts us via the CONTACT page within seven (7) days of delivery. • The item is unused and all tags remain attached. • All accessories and the delivery statement are included.
Returned items will be exchanged for the correct item only. A refund will be issued only if the correct item is out of stock.
Q: Can I exchange for a different size or colour?
A: No. Exchanges for different items, sizes, or colours are not accepted under any circumstances, including defective item cases.
Q: How do I return an international order?
A: All international returns must use a DHL return label issued by us. Please do not send returns independently, as this may result in import taxes that prevent us from accepting the package.
To initiate a return, contact us via the CONTACT page within 7 days of delivery. The original shipping fee is non-refundable.
Customs and Import Fees
Q: How can I estimate customs duties before purchasing?
A: An Import Costs Calculator is available in the cart. Select your destination country to see an estimate of customs duty, VAT, and processing fees before you check out.
Q: When are customs duties paid?
A: Customs duties are not collected at the time of purchase. They are charged by local authorities or the carrier upon arrival in the destination country, at the time of delivery.
Q: What happens if I refuse to pay customs duties?
A: If a shipment is refused and returned due to unpaid customs duties or taxes, the original shipping cost will not be refunded.
Lost or Damaged Items
Q: What happens if my order is lost or arrives damaged?
A: If your order has not arrived within the expected timeframe, or if items arrive damaged, please contact us via the CONTACT page as soon as possible with your order number and photos of any damage.
We will investigate with the carrier on your behalf and work to find the best resolution. Please note that DHL international shipments do not include automatic insurance coverage, so we handle each case individually.
Q: What if my package shows as delivered but I haven't received it?
A: Please first check with neighbours or building reception, and verify the delivery address on your order. If the package cannot be located, contact us via the CONTACT page and we will follow up with the carrier.
Products
Q: How can I choose the correct size?
A: Please refer to the size chart on each product page. If you are unsure, feel free to contact us before placing your order.
For fit enquiries, it may be faster to contact the store directly at info@christophernemeth.co or by phone at +81 (0)3-3401-2123.
Q: Where can I find care and washing instructions?
A: Care instructions are indicated on the label attached to each garment. For further questions about specific materials or care methods, please contact us at info@christophernemeth.co.
Q: Can I be notified when an out-of-stock item becomes available again?
A: Yes. Please contact us at shop@christophernemeth.co with the item name and your email address, and we will notify you when it is back in stock.
Q: Are out-of-stock items available for made-to-order?
A: Made-to-order is not currently available through the online store. Some items may be restocked, so please contact us at shop@christophernemeth.co for further enquiries.
Account
Q: I forgot my password. What should I do?
A: Click "Forgot password" on the login page and follow the instructions to reset it via email.
Q: How do I subscribe or unsubscribe from the newsletter?
A: You can subscribe by entering your email address in the newsletter signup on our website. To unsubscribe, click the unsubscribe link at the bottom of any newsletter email.
Wholesale and Press
Q: I am a buyer or retailer. Who should I contact for wholesale enquiries?
A: Please contact us at shop@christophernemeth.co with your store name, location, and a brief description of your business.
Q: I am from a press or media outlet. Who should I contact?
A: For press and media enquiries, please contact us at shop@christophernemeth.co.
Repairs
Q: Do you offer repairs for Christopher Nemeth garments?
A: For repair enquiries, please contact the store directly at info@christophernemeth.co or by phone at +81 (0)3-3401-2123.
Counterfeit Products
Q: How can I verify that a product is authentic?
A: Christopher Nemeth products are only sold through our official online store and physical store in Tokyo. If you encounter products sold through other channels claiming to be Christopher Nemeth, please contact us at shop@christophernemeth.co.
Legal and Policies
Q: What is the governing law for this site?
A: This site operates under Japanese law. Any disputes shall be subject to the jurisdiction of the Tokyo District Court.
Q: Are there prohibited activities on the site?
A: Activities such as providing false information, infringing intellectual property rights, or exploiting system vulnerabilities are prohibited. Violations may result in order cancellation or refusal of future services.
If you have further questions, please contact us at shop@christophernemeth.co.
