FREQUENTLY ASKED QUESTIONS (FAQ)

Table of Contents

FREQUENTLY ASKED QUESTIONS (FAQ)

ONLINE PURCHASE

  • My order didn’t go through. What can I do?

    Please contact our Customer Care Team via live chat, contact form or narumiya@lingble.com.

  • My order has been declined – do I need to place a new order?

    Please contact our Customer Care Team first via live chat, contact form or narumiya@lingble.com.

  • Why should I set up an account?

    To create an account and enjoy the benefits of faster checkout, order tracking, and more, please follow the link below:
    Create Account
    Click on the link to access the account creation page. Fill in the required information, including your first name, last name, phone number, email address, and password. Ensure that you read and agree to the Terms and Conditions and Privacy Policy before proceeding. Finally, click on the Create Account button to complete the registration process.
    Once your account is created, you can log in using the same link and your registered email and password.

  • Can I choose the currency that I prefer?

    The currency depends on the ship-to-country and is fixated automatically upon check-out.

  • What forms of payment does Narumiya accept?

    Narumiya accepts the following forms of payment: MasterCard, VISA, American Express, JCB, DinersClub, Discover card, Alipay, Wechat Pay, UnionPay and PayPal.

  • Does Narumiya accept local payment methods ?

    Yes. We accept various local payment methods such as online banking, bank transfer, cash payment via ATM and convenience stores. Upon checkout, you can see additional local payment methods that make it convenient for our global customers.

  • Can I pay with PayPal?

    Yes, and PayPal will convert payments on our site to your local currency. PayPal payments can’t be accepted in IDR, MYR or KRW, therefore, we do not provide such payment method in those storeviews.

  • Is there a transaction fee for me if I pay via Paypal?

    No, there is none. The only fee you may face is the PayPal exchange rate, which is a little higher than bank rate.

  • Is there a transaction fee for me if I pay via Alipay?

    No. Narumiya will pay the Alipay transaction fee.

  • When will my credit card be charged?

    Your credit card will immediately be charged upon purchase.

  • How do I reset my account password?

    Go to My Account. Please click "Login" and hit the "Forgot your password?" button, then enter your email address to receive a password reset link.

  • How can I receive the latest news and updates?

    Without logging-in:
    You can either subscribe when you get the newsletter pop-up box, or you can scroll down to the bottom of each page until you see the ''Subscribe Newsletter'' box on the right-hand side.
    After logging-in:
    Go to My Account > "Email Subscription" and click "Edit"

  • How can I unsubscribe to newsletter?

    After logging in, go to My Account > "Email Subscription" and click "Edit".
    Without logging in, click unsubscribe at the bottom of our newsletter to opt-out.

  • How can I change the size of my order before shipment?

    Please contact our Customer Care Team first via live chat, contact form or narumiya@lingble.comt.

  • How can I cancel my order?

    Please contact our Customer Care Team first via live chat, contact form or narumiya@lingble.com.

  • How do I order online at Narumiya global?

    Start shopping with us by using your preferred delivery country - "Shipping Destination" at the top/bottom right of our website. Shop by category to select your item. Click "Add to cart" to add the item to your cart and proceed to checkout. You can also search for your preferred item by using our search function. Choose to place your order as either a guest or sign into your Narumiya account for a speedier, more efficient check out. To complete your purchase, enter your data including shipping address. Then click on "Next-Payment" to fill in your billing address and payment details. Check all required details are filled properly and hit "Place Order". Your shipment should now be on the way! If you have any questions, please don't hesitate to reach out to our Customer Care Team by via live chat, contact form or narumiya@lingble.com.

  • Do you reserve the items that I put in my shopping cart for me?

    Items in your shopping basket are not reserved and may be purchased by other customers.

  • Do I have to write my name and delivery address in English?

    We strongly recommend you to provide us with your name and delivery address in English characters and avoid the use of special characters to ensure a smooth order processing and delivery.

  • I do not recognize my order charge as it appears as Lingble not Narumiya on my bank statement.

    Please note that the charge for your purchase will appear on your billing statement under the merchant name “Lingble” and/or “Prospect Field”.

  • Do you have promotion for first-time shoppers?

    Yes. Get 10% off coupon by subscribing to our newsletter.

CUSTOMS/TAXES

  • Does the price shown in the product page include tax?

    We ship on a DDP (Delivery Duty Paid) basis, which means that all custom duties are included in the product price. There may be instances in which additional taxes need to be paid. Any such additional taxes will be calculated according to your specific address and itemized at checkout.

  • Do I need to pay taxes and duties to the courier upon delivery?

    No, your order is shipped under DDP (Delivery Duty Paid) basis. In the rare occasion that you are asked to pay taxes and duties upon delivery, please contact our Customer Care Team first via live chat, contact form or narumiya@lingble.com.

SHIPPING & DELIVERY

  • I cannot find my country on the country selector. Can I still order from you?

    Certainly. If your country is not listed on the country selector, please select 'Other Locations'. Please note we do not ship to below countries from global site:
    Afghanistan
    Belarus
    Congo
    Crimea
    Cuba
    Iran
    Iraq
    Japan
    Lebanon
    Liberia
    Libya
    Moldova
    North Korea
    Russia
    Somalia
    Sudan/South Sudan
    Syria
    Tajikistan
    Turkey
    Ukraine
    Yemen
    Zimbabwe

  • What is your shipping fee policy?

    There will be a shipping charge of USD 35 (or equivalent in your local currency) regardless of the order amount.

  • What courier company do you use for delivery?

    We ship our products using world-class courier services such as FedEx.

  • How fast is the delivery?

    Our customers typically receive their orders within 4 - 6 days of shipping. For more detailed estimated shipping days, please refer to the table below.
    Most East Asian countries and North America
    Estimated Shipping Days: 4-5 business days
    Rest of the world
    Estimated Shipping Days: 5-6 business days
    *If the order was placed over a weekend, it will be processed the next business day, so it may take 1-2 more days to reach you.
    You will receive a tracking number in the confirmation email sent at shipment.
    Please note that we have no control over customs authorities in your country, which may from time to time delay the delivery of a package or, in rare situations, request additional information or fees. We will do our best to assist you with any customs issues. Just reach out to us! We recommend you respond in a timely manner to avoid the shipment being returned to us. In such cases, you agree that you shall bear any return costs and reshipment costs. For more information please refer to our Terms and Conditions.

  • Do you offer express shipping option?

    Unfortunately no.

  • Where do you ship my order from?

    We ship our orders from Japan.

  • Can I have my item delivered to a PO boxes or military addresses?

    Unfortunately no.

  • I received the tracking number today but why I can't see the status of my parcel?

    The couriers update tracking information normally within 24 hours in business days as they don't work on weekends or public holidays.

  • Can you forward my preferred delivery time and other delivery preferences to courier?

    No, we are unable to forward your preferred delivery time and other delivery preferences to the courier company. Please contact the courier directly once the order is shipped.

  • I am a customer from India. Will you assist me with KYC (know-your-customer) documents to customs for clearance?

    When placing your order, please make sure the recipient’s name and delivery address match with the recipient’s details in his/her personal ID during check-out.
    After placing your order, please reach out to our customer care via live chat, contact form or narumiya@lingble.com . We will send you an e-mail with detailed information regarding the KYC documents required and the tracking number. You need to upload those KYC (know-your-customer) documents (including Government-issued identification documents and address proof) to the courier platform yourself.
    Without these documents, shipments will be held in Customs Bond, causing clearance delays. If it results in returns, confiscation, or other customs actions, you will be solely responsible for all related cost deduction from the refund.
    For more inquiries about KYC, please refer to this link: DHL: https://www.kyc.india.express.dhl.com/forms/login.aspx
    FedEx: https://kyc.fedex.com/#/app-faq/0

  • I want to make an order to U.S. Do I have to give you my Tax ID / SSN?

    Providing your Tax ID / SSN is optional at checkout, but please note that if you choose not to provide your Tax ID / SSN and CBP requires it, your package may be delayed, returned, or even seized.
    In the event your order is returned to us due to customs clearance failure due to non-provision of Tax ID / SSN:
    - The order will be automatically cancelled and refunded once the item is returned.
    - The original shipping fee will be deducted from the refund amount.
    - You may also be responsible for any return shipping charges or additional fees incurred, such as customs handling fees.
    We understand that your Tax ID / SSN is highly sensitive information. Rest assured, it will be used solely for customs clearance purposes and handled with the utmost care in accordance with our Privacy Policy.

STOCK

  • How can I be notified if the product I want is back in stock?

    When a particular size/color of an item is out-of-stock, you can click on the size/color selector for your preferred size/color and then 'Notify Me'' button. Please enter your email address and then click 'Submit' on the 'Notify Me' box. You will not receive any confirmation email upon submission but will receive a notification when the item is back in stock.

  • Can you check the stock availability of a product in one of your stores?

    Unfortunately no.

  • Can I purchase a product that I have seen from your Japan website through global site?

    Unfortunately no.

  • Where can I purchase Narumiya products offline?

    Please refer to our stockists in Japan: https://www.narumiya-global.com/en_HK/store-list.html

PRODUCT INFORMATION

  • Where do you manufacture your products?

    The products sold on Narumiya Online are mostly made in both Japan and China. There is also 'Made in Japan' label on the product page if the product is made in Japan.

  • Can you check the stock availability of a product in one of your stores?

    Unfortunately no.

  • Can you suggest brands for dressing up for different occasions?

    - Party: Mezzo Piano
    - Formal interview: Pom Ponette Junior
    - Ceremonies: Mezzo Piano, Mezzo Piano Junior, Pom Ponette Junior
    - Halloween: bROOM, MINIMAL, Lycee mine, Petit Main

  • Do you have brands that allow parents and kids to dress the same?

    Petitmain, Petitmain LIEN, and D. Petit Main.

  • Do your products come with gift boxes?

    Most products do not come with their brand gift boxes. For a limited number of selected products, they come with own gift boxes.
    However, we do offer various gift wrapping options for purchase.
    [GIFT] Narumiya Online Original Wrapping Bag
    [GIFT] Ribbon-Accented Non-Woven Gift Bag
    [GIFT] Gift Box

  • Do you offer any gift-wrapping option?

    Yes we have various gift wrapping options as below:
    [GIFT] Narumiya Online Original Wrapping Bag
    There is no need to select the size of Narumiya Online Original Wrapping Bag. After purchasing the wrapping bag, we will use wrapping bag in appropriate size. If the maximum size cannot accommodate everything, the wrapping material may be changed. In that case, we will split the items for wrapping at our discretion, but there will be no additional wrapping fee. [GIFT] Ribbon-Accented Non-Woven Gift Bag
    There is only one size for Ribbon-Accented Non-Woven Gift Bag. If the maximum size cannot accommodate everything, the wrapping material may be changed. In that case, we will split the items for wrapping at our discretion, but there will be no additional wrapping fee.
    [GIFT] Gift Box
    There is no need to select the size of gift box. After purchasing the gift box, we will use gift box in appropriate size. If the maximum size cannot accommodate everything, the wrapping material may be changed. In that case, we will split the items for wrapping at our discretion, but there will be no additional wrapping fee.

  • Have the clothing items been tested for safety for children?

    Our products meet the official standards of the Nissenken Quality Evaluation Center. We have confirmed that the free formaldehyde (formalin's official name) content meets the Japanese standard of 0.05 or less.

SIZING

  • How do I find the right size for my child?

    Please take reference from our detailed size charts available on the product pages. If you are unsure, consider ordering one size bigger for growth. Please note that the size may vary depending on the child's growth rate and the design of the clothing.

  • Are the sizes standardized across brands?

    Sizes vary by brand, please always refer to the specific size chart for each item. If you are unsure, please contact our Customer Care Team for guidance.

  • Are there size ranges for specific age groups?

    We have clothing items suitable for newborns to 170 cm teenagers. Here are the ranges of some popular brands:
    Lovetoxic: teenage girls (130cm -170cm)
    Lycee mine: girls (100cm-150cm)
    GLAZOS: teenage boys (100cm - 170cm)
    b-ROOM: boys (100cm-150cm)
    petit main: newborns, babies, boys and girls (50cm - 140cm)
    mezzo piano: newborns, babies, boys and girls (50cm - 140cm)

  • Are your size charts 100% accurate?

    No, measurements are based on averages taken from multiple pairs of the same size and style. Our posted measurements are meant as a guide to the overall fit and silhouette of the garment. Please refer to the measuring guide and individual size chart of each product. Please contact our Customer Care Team via live chat, contact form or narumiya@lingble.com for any sizing assistance.

PRODUCT CARE

  • Are the clothing items machine-washable?

    Most items are machine-washable. Please check the care label for specific instructions.

  • How do I handle stains or spills?

    Act quickly! Blot spills with a clean cloth and avoid rubbing. For stains, use a mild detergent and cold water. Never use hot water or harsh chemicals on delicate fabrics.

RETURNS & EXCHANGES

  • Do I have to bear the return shipping costs?

    Yes. You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

  • What is the estimated return shipping costs? Is it close to the shipping fee quoted on the website when the order is below free-shipping threshold?

    Please contact your preferred courier with tracking service for quotation. The shipping fee quoted on the website is not a reference for the actual return costs.

  • What are your returns & exchanges policies?

    - Returns and exchanges must be initiated within 14 days of receiving your order and items must be received by NARUMIYA INTERNATIONAL Co., Ltd. within 45 days from the date of purchase, barring any customs-related delays for returns from outside Japan.
    - All returned items must be in their new and original condition: unused, not hemmed, unwashed, unworn and with tags attached.
    - All accessories and items accompanied with items originally (such as cases, user manuals, spare parts, shoe boxes etc) must also be returned.
    - No returns or exchanges for discounted items are accepted.
    - Due to hygiene reasons, products such as socks, innerwear, swimwear (including rash guards), newborn baby wear, masks, etc., cannot be returned even if the package is intact.
    - Returns that do not meet the above requirements will not be accepted.
    - If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. However, if you choose to be refunded via store credit/coupon back, we won't deduct the original shipping costs. However, we reserve the right to not issue store credit for cancellations of items prior to shipment.

  • How can I return my order?

    Please check if your order fulfills the return policy and contact our Customer Care Team via live chat, contact form or narumiya@lingble.com next.

  • Do I have to bear the return/exchange shipping costs?

    Yes. You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

  • How long does it take for a refund to be issued?

    Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact Customer Care Team via live chat, contact form or narumiya@lingble.com next.

  • What should I do if the product I have just received seems defective?

    Please contact Customer Care Team via live chat, contact form or narumiya@lingble.com immediately.