FAQ – Natsukashii Creations

Shipping

What Shipping Methods Are Available?

We have established a partnership with a shipping company that offers services on major routes and maintains warehouses worldwide. Our usual process involves drop shipping your package to these locations before it is collected, scanned, and delivered directly to your door. This method allows us to offer tax-free shipping to Europe and secure the most competitive rates available.

Do You Ship Internationally?

Yes, we ship worldwide!

How Long Will It Take To Get My Package?

Typically, packages may take several weeks to reach their destination. In order to save costs and applicable taxes, we utilize drop shipping methods. The tracking number you receive corresponds to the local courier responsible for delivering your package. Please note that these tracking numbers may not show updates until the product has been scanned through customs.

The journey from our factory to the destination warehouse is internally tracked and therefore not reflected in the tracking information provided to you. During the period when the product is in transit from China to your local area, the tracking status will show “label created.” Rest assured, this does not mean that the package is stationary, but rather that it is actively progressing towards its destination.

If you have any further questions or concerns about the location of your package, please feel free to let us know. We are here to assist you throughout the shipping process.

Payment

What Payment Methods Are Accepted?

At our business, we utilize the stripe platform to accept payment from most cards across the globe. We have decided to discontinue offering Paypal as a payment option because it doesn’t align with our business model. We assure you that Stripe is a reliable and secure payment method that has been successfully used by numerous customers on our site for several years without any problems.

Orders & Returns

How do I place an Order?

To make a purchase on our website, go to the shop section and place an order. When ordering, please specify whether you’re after a payment plan or a deposit option. Pay attention to which of these two options you are currently on as there is a different product page for each.

If you opt for a payment plan, the amount will be automatically deducted from the card you used during sign-up. These payments will continue until the full amount is paid, at which point the automatic deductions will stop.

For deposit plans, we will only require a deposit amount to secure your pre-order. Once the product is nearly ready to ship, we will manually send you an invoice for the remaining balance.

How Can I Cancel Or Change My Order?

If you have placed a pre-order for a product, please note that we do not offer any refunds or cancellations. However, if you are dissatisfied with the prototype, you have a 7-day window to request a swap to another product or hold the deposit as a credit for future orders.

Regarding payment plans, if you have ordered through a payment plan, the deposit amount is based on the deposit plan deposit amount rather than what is stipulated in the payment plan itself. These plans are designed to offer convenience to customers and are therefore structured different. It is important to remember that your initial payment does not represent the deposit amount that is held for the product. For example, if the deposit plan deposit is $400 but the payment plan start with weekly payments of $50, you will still be subjected to a $400 loss if you wish to cancel your plan.

When making a purchase, please ensure the following:

(a) Sufficient funds are available for the transaction.
(b) You are fully satisfied with the product’s offerings.
(c) Understand and acknowledge that these products are handmade and require a certain amount of time for production.

Can you hold my order?

We require balances to be paid within 2 months of being invoiced. Failing to do so may result in the cancelation and loss of your product deposit. If you would like for us to hold the statue for you whilst you save for shipping costs, we ask if you can please communicate this prior as we must arrange for storage and ensure we do not lose your product due to it being flagged for non payment.

Do I need an account to place an order?

You need an account to both login and place an order

How Do I Track My Order?

Once your product leaves our factory, we will provide you with tracking numbers, which will be allocated and given to us by the freight forwarder. We kindly ask for your understanding that the products you purchase are limited edition, hand-made creations that are not typically in stock at the time of purchase unless otherwise stated. As such, it may take several months before your product is ready to be shipped. We invite you to join our Facebook group, KDC, to stay updated with all our latest works.

How Can I Return a Product?

Product returns are not accepted due to the transport risk as well as the high shipping costs.

After Sales

We provide after-sales services to both domestic and international customers. As our products are handmade and hand-assembled, there may be slight marks or scratches, which we kindly ask for some leniency in understanding. While we always strive for perfection, it is not always achievable in an industry that heavily relies on the craftsmanship involved. If the statue has been damaged, such as a broken foot where the internal key has snapped, for instance, we may request the customer to glue the part if it can be done in a way that leaves no visible trace of the damage. This practice is widely accepted in the industry

To address any issues you may encounter, we have developed the following methods, on a case-by-case basis. If you receive a damaged or faulty product, please reach out to us with detailed images and a description of the problem.

-We offer replacement of damaged parts.
-Partial refunds are available.
-Discount coupons can be provided.
-For local customers, we offer repair services.

Postage costs are the customers responsibility for damaged in transit statues.

Please note that LED repairs are usually not covered by replacement due to the complexity of the circuit and difficulties in identifying the exact fault. However, we do offer partial refunds or store credit in such cases.

In the unfortunate event of a statue being lost in transit, we provide full coverage. We will send either another statue of the same kind or, if unavailable, the customer can choose another statue of similar value. The shipping cost for the replacement will be covered by us, but monetary refunds are not offered.

We kindly request your patience throughout the process, and rest assured that we will take care of the rest. Thank you!”