Customer Care Overview
- nest Robe (Women's) and CONFECT(Men's) are the fashion labels of Japan brand established in 1950. Every one of our timeless pieces are slow made in Japan with fine natural materials for the quality and wearing comfort.
More about us ➢
nest Robe Online Store International is an online store where international customers can shop the latest collections of nest Robe and CONFECT online.
We ship internationally to selected countries from Japan via EMS and DHL.
New York In-Store Pickup is also available.
Details on shipping➢
*If your final destination of shipping is Japan, please shop at our local online store at store.nestrobe.com.
Currently, we accept Credit Cards (Visa, MasterCard and American Express) and Paypal.
Details on payment➢
RETURNS & EXCHANGES:
All international sales are final and are not eligible for return or exchange. We do not accept returns and exchanges at this time unless the items you receive are damaged, defective or incorrect upon arrival.
Details on returns & exchanges➢
Japanese yen is the base currency at checkout in our store. By selecting your local currency prices can be converted and approximate amounts are displayed in your local currency for your information only.
Available Currencies in Approximate Prices:
USD - US Dollar
CNY - Chinese Yuan Renminbi
KRW - South Korean Won
HKD - Hong Kong Dollar
TWD - Taiwan New Dollar
EUR - Euro
AUD - Australian Dollar
CAD - Canadian Dollar
We go by JST (Japan Standard Time) on our store.
We are happy to assist you with all customer service information you may need .
For any inquiries and concerns please contact customer care.
Placing OrdersShop the nest Robe Online Store International, select the country to where you would like to ship and select the shipping method you would like on your shopping basket (bag) page. Your order total is calculated and displayed in our base currency Japanese yen and an approximate amount is also displayed in your preferred currency, including shipping charges from Japan to your international destination, not including any applicable duties and taxes imposed by customs and revenue authorities in the destination country.
Order ProcessingOrders will be processed to ship within 1-2 working days after order placement excluding weekends and holidays. International orders are subject to customs clearance in the destinaton country, which may cause delays beyond provided delivery lead time.
Order Confirmation EmailImmediately after you have successfully placed your order with nest Robe Online Store International, you will receive your confirmation email that contains information regarding the details of your order and the email is your receipt for your records. The order confirmation email includes your order number, the details of the products and corresponding prices, any promotional discounts, shipping & handling charges, your ship-to information, the ship method and the payment method.
Shipping Confirmation EmailWe will send you a Shipping Confirmation via email which provides a tracking number for each of your packages once your order has been departed from our warehouse.
See more information on shipping and lead time for delivery
Combing OrdersOnce your order has been submitted successfully, we are unable to edit it for any reason in any way due to the functional specification of our ec system. Therefore, we are unable to combine multiple orders in one shipment for your convenience.
If you would like to make your multiple orders into a single order, we have to ask you to cancel your orders which have been already placed and place a new one for all the items in your cancelled orders. Please note that we are unable to cancel any order that has begun the shipping process so contact us first to check if your orders are still qualified for cancellation. Please also note that we cannot guarantee the stock availability for your new order.
Cancelling or Changing an OrderOnce your order has been submitted successfully, we are unable to edit it for any reason in any way due to the functional specification of our ec system. We are unable to cancel any order that has begun the shipping process.
If you have placed an incorrect order or attempt to cancel your order, please contact customer care as soon as possible after placing your order to check if it still qualifies for cancellation. We will try our best to accommodate all requests.
Sizing and ColorsOne Size is a sizing convention by design that we use for most of our style garments to accommodate more bodies. We measure each item in accordance with our size guide. Please refer to our sizing table for detailed measurements of each item on the product description page for your information.
If you have any questions on sizing and fit, simply contact us at customer care for advice.
Please note that we have made every effort to display as accurately as possible the colors of our garments appearing on our online store. However, we cannot guarantee that the colors on the online store reflect the colors of the items in reality which can be reflected in different ways depending on your screen and computer settings.
If you are unsure whether your order has been placed successfully or you do not receive an Order Confirmation, please contact customer care.
■■Updates due to COVID-19 outbreak | Posted on July 15, 2020■■
We are still temporarily unable to ship to several countries due to suspension of acceptance of international packages by Japan Postal Service and also facing delivery delays. Please see detailed information.
UPDATES ON NYC STORE and SHIPPING TO THE UNITED STATES:
Click here for the updates.
■EMSExpress Mail Service
You will receive a Shipping Confirmation Email for your order with a tracking number per each parcel.
■DHL Express Worldwide (Will be available soon)DHL Express Worldwide is available only to shipments with the delivery address in the United States.
You will receive a Shipping Confirmation Email for your order with a tracking number per each package.
■In-Store Pickup, NYC locationYou will receive a Shipping Confirmation Email and an Arrival Notification Email for your order.
We currently ship to the following countries from Japan via EMS.
You can also select In-Store Pickup at New York City location.
All orders to individuals will be processed to ship within 1-2 working days at our warehouse before shipping excluding weekends and holidays. In-Store Pickup orders can take 2 to 7 working days to process. Once shipped, delivery times are in the delivery schedule as follows.
Please note that international orders are subject to customs clearance in the destinaton country, which may cause delays beyond provided delivery time. Unfortunately these delays are outside of our control and we are unable to give you an estimate. Please also note that unexpected events and situation may delay the delivery.
Shipping & Handling Charge and Delivery Schedule
Shipping & Handling ChargesShipping & handling charges from Japan to your international destination are calculated based on the items, shipping method and destination on your order and will be reflected on your basket (bag) page, not including any applicable duties and taxes imposed by customs and revenue authorities in the destination country.
International Duties, Taxes and CustomsDuties (or customs tariffs) are set by the destination country customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the destination countries. International taxes (such as Value Added Tax, or VAT) are set by the destination country as well. Some international customers may be charged these importation duties and taxes that will be due upon receipt of your order. In addition, some orders may experience customs delays. Basically, you are responsible for these importation duties and taxes while you are exempt from consumption taxes of Japan on your order with nest Robe Online Store International.
For detailed information on importation duties and taxes please contact customs authorities of the destination country. DISCLAIMER: If your shipment is processed by customs, we are not responsible for any of these fees imposed by them. Thank you for your understanding.
Shipping AddressPlease make sure to provide precise recipient's name, street address, city, state/province/region and postal code information avoiding abbreviations, misspellings and other typos in your shipping address. We do not ship to PO boxes.
Shipping address needs to be complete and correctly written in English in a way that can be read and understood clearly by a local delivery person in the destination country in order to avoid getting your package misdelivered or returned to us.
Lost PackageIf your package has been lost after being shipped, please first contact your local post office or your local FedEx representative to find it. We are not responsible for packages that are lost or damaged in transit or any delays outside of our control. However, please do not hesitate to contact our customer care if you have not received your order within the expected delivery time. We will do our best and attempt to find the lost package with you.
Base CurrencyAll orders are charged and paid in Japanese yen (JPY) since it is the default currency at checkout on our online store. Prices converted and displayed in your preferred currency are for your information use only.
■CREDIT CARDSCurrently, we accept Visa, MasterCard, American Express, JCB and Diners Club.
Your credit card will be billed by nest Robe Online Store once your order is shipped.
■PayPalYou can also choose to pay with PayPal. When selecting this option at checkout, you will be redirected to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to nest Robe Online Store International.
■Alipay(支付宝)/WeChat Pay(微信支付)We also accept Chinese online electronic payment Alipay and WeChat Pay.
When you choose to pay with Alipay/WeChat Pay at checkout, after placing your order in addition to your order confirmation email, you will be receiving an email containing a link, which you can click to go to the Alipay/WeChat Pay payment page to complete your payment for your order.
*Exchange Rates: Orders are paid in JPY and the exchange rate will be calculated at time of purchase by your credit card processor. We are unable to offer adjustments for exchange rate changes. The exchange rate and international credit card fees (conversion fee for handling transactions in another currency) will be dependent on the credit card that you are using. nest Robe Online Store International is not responsible for these fees.
Payment SecurityAll transactions on our online store are processed using GMO Payment Gateway, one of the largest trusted secure online payment gateway that encrypts your card details in a secure host environment. All data communication between GMO and us is conducted in a secure fashion using SSL.
Cardholder data is stored by GMO Payment Gateway using one of the most advanced encryption methods available using multiple encryption keys, which are stored on different physical servers where cannot be connected via internet.
- All international sales are final and are not eligible for return or exchange. We do not accept returns and exchanges at this time unless the items you receive are damaged, defective or incorrect upon arrival.
Wrong or Damaged Item(s)If you have recieved the incorrect items or the items arrived signficantly damaged or defective, please accept our apologies and submit the claim first to our customer care for processing immediately upon arrival before returning the item.
Rejected PackagesRejected or returned packages are refunded once received by our warehouse, less the cost of shipping to and from the destination country, as well as duties and taxes if imposed. These costs for rejected or returned to shipper packages are the responsibility of the customer.
*** Important Information Regarding Shipment To Mainland China ***
Due to the latest changes on the regulations imposed by China Customs all the packages with final destination in China which have not been successfully delivered for any reason will not be sent back to the sender but will be disposed by China Customs instead.
Please note that you are responsible for rejected or undelivered packages associated with past-due and unfortunately we cannot provide a refund until the item(s) is sent back to our warehouse in Japan. To avoid getting into such a situation please keep track of your online order after it's shipped from Japan and make sure to receive it. Thank you.
Size, Color and FabricOne Size is a sizing convention by design that we use for most of our style garments to accommodate more bodies. We measure each item in accordance with our size guide. Please refer to our sizing table for detailed measurements of each item on the product description page for your information.
If you have any questions on sizing and fit, simply contact us at customer care for advice.
Please note that we have made every effort to display as accurately as possible the colors of our garments appearing
on our online store. However, we cannot guarantee that the colors on the online store reflect the colors of the items in reality which can be reflected in different ways depending on your screen and computer settings.
All items are quality controlled and thoroughly checked for any faults before they are shipped to customers; however almost all nest Robe/CONFECT garments are made from natural fibres that can create some subtle variations and irregularities of hue and texture which are integral to the character of textiles utilizing natural fibers and to be embraced. We don’t consider those characteristics to be flaws or grounds for returns.
- We offer mend and repair service for the garments with our labels that you purchased from us.
Our repair experts in Japan need to see the damage of your garments first to figure out if they can fix it or not. If they can, the cost of repair and the time needed for repairing will be estimated for you to consider.
Our own Size Guide is available for your reference.
Please refer to our sizing table for detailed measurements of each item on the product description page before placing an order.
Coupons are the property of nest Robe Online Store International and are subject to the following terms and conditions. Each coupon is identified by a coupon code with applicable requirements and rewards. Coupons are valid on in-stock items only and may only be redeemed at the nest Robe Online Store International, https//en.nestrobe.com.
･ A valid coupon code must be applied at the time of checkout to receive the discount.
･ Only one coupon code can be used per order and cannot be combined or redeemed for cash or credit.
･ Coupons are valid for a limited time only and will expire on the date given in the offer.
･ Coupons are not applicable to taxes, shipping & handling or other fees.
･ If the order with a coupon is cancelled, we will not reissue a coupon for replacement.
nest Robe Online Store International reserves the right to discontinue a coupon at any time in case of fraud, misrepresentation, abuse, or violation of any of the coupon terms and conditions.