Customer Help

Our happiness team is always here to assist.

We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world

Common purchase queries answered

Orders and Shipping

How do you ship packages?

Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.

Do you ship worldwide?

Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

How long does shipping take?

Shipping time varies by location. These are our estimates:

Location	*Estimated Shipping Time
United States	10-30 Business days
Canada, Europe	10-30 Business days
Australia, New Zealand	10-30 Business days
Central & South America	15-30 Business days
Asia	10-20 Business days
Africa	15-45 Business days

*This doesn’t include our 2-5 day processing time.

Do you provide tracking information?

Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.

My tracking says "no information available at the moment".

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Will my items come in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

Will you keep my credit card information on file?

No, all transaction will be processed through the highly secured payment platforms Stripe and Paypal.

If you need to swap an item

Returns and Exchanges

What is your Refunds Policy?

Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.

If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.

If you received the wrong item you can request a refund or a reshipment.

If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.

Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
Your order did not arrive due to exceptional circumstances outside the control of NaMiCollection
(i.e. not cleared by customs, delayed by a natural disaster).
Other exceptional circumstances outside the control of NaMiCollection

* You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Can I change or cancel an order after I've submitted it?

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

I received the wrong item

If you received the wrong item you can request a refund or a reshipment.

My order arrived damaged

If you received the damaged item you can request a refund or a reshipment.

Where should I mail my authorized return?

Before sending your purchase back to us, please get in touch with our support at support@namicollection or through our Contact Us page, our support team will provide more information on how to return the item.

Please do not send the item back to us unless we authorise you to do so.

How do I receive customer support?

You can get in touch with our support at support@namicollection or through our Contact Us page

What do I do if I entered an incorrect shipping address?

If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be updated.

Exchanges

If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.

* Please do not send your purchase back to us unless we authorise you to do so.