FAQ よくある質問

Please check the size information listed on the product page.
The products from pionunnal are measured in a laid-flat state.
Also, due to the nature of natural dyeing, please understand that there may be slight variations (about 1 to 2 centimeters) in the fabric's stretch and shrinkage depending on the color.

The products photographed with sample items may differ slightly in specifications, processing, size, etc., from the actual products. Thank you for your understanding.
We strive to display product images of regular items as faithfully as possible; however, due to the settings and characteristics of the monitor you are using, there may be slight discrepancies in color when compared to the actual product.

Nubi fabric is characterized by pigment dyeing, resulting in uneven color and a worn appearance. Depending on the dyeing materials and production period, there are subtle variations in color texture, but uneven color is a characteristic of this fabric, so we cannot accept returns or exchanges due to color variations. Please understand this in advance before making your purchase.
Depending on the color, a special dyeing process using pigment-based dyes is employed, resulting in individual variations in texture.
Due to the process of dyeing the fabric, there may be stains or creases, but these are not considered defects due to the characteristics of this fabric, so we cannot accept returns or exchanges.

・Due to the process of natural dyeing, even if you order the same color, the shade may vary slightly depending on the production lot. We hope you enjoy the different natural dye colors.
・Due to the natural materials, there may be small cotton fibers mixed in the fabric, but this is not considered a defective product.

We sincerely apologize for the inconvenience, but please contact the department store where you made your purchase.

At the time of adding to the cart, the product's stock is not secured.
Please be aware that items may be sold out when you proceed to the order process.

"We cannot accept any cancellations or changes to the content after purchase, so please be sure to confirm to avoid any mistakes."

＜Things that cannot be changed＞
× Cancel your order
× Date specification
× Change quantity, type, and color
×Combine separate orders into one
× Split one order into multiple orders
× Change of payment method (only for immediate payment)

We apologize for the inconvenience, but please understand that we do not accept this at our company.

At pionunnal, we take great care in handling our products, but if there are any initial defects, stains, damages, or delivery mistakes with the delivered product, we will exchange it for a new one.
We do not offer any refunds for initial defects or defects, so we kindly ask for your understanding.
*Please be aware that if you return a product that cannot be exchanged, it will be sent back to you with shipping charges due upon delivery.

■Exchange conditions ※ Limited to within 1 week of product arrival
・Unused defective products
・Products that are not ineligible for exchange

■ Products not eligible for exchange
・One week has passed since the product arrived
・Used / repaired or processed / washed and cleaned products
- Odors may adhere, and dirt, scratches, or loss may occur at the customer's location.
・There is no invoice (there is no purchase history with our company)
・Due to customer reasons such as duplicate orders or cancellations.
If it is determined that excessive returns are being repeated.
・If it is determined that the item was purchased for the purpose of resale
・In other cases where the company deems it inappropriate to accept returns.

■How to contact us about initial defects
商品到着後1週間以内に、弊社カスタマーメール（pionunnal.staff@gmail.com）までご連絡ください。

[Order number starting with #]
[Name of person placing the order]
[Return details] [Photo of defective part]
Please be sure to include this in the body of your email.

■ Limited edition and collaboration products
Limited edition and collaboration products are available in limited quantities, and it may take some time to confirm stock availability.
If the item is out of stock, a refund may be issued.
In the case of a refund, it will be processed at the amount after deducting the fees.

■ If deemed malicious
If it is clear that there is no intention to purchase, and returns or cancellations are repeated multiple times, or in cases of refusal to accept delivery, we regret to inform you that customers who do not understand the purpose of our products may be refused future orders and returns.

We sincerely apologize, but we are unable to accommodate cancellations after the order has been completed. Please ensure that you confirm before placing your order.

This will serve as an important means of communication regarding your order, so please be sure to check the registration details of your {{email address}} for any errors or omissions before completing your order.

・After completing the purchase process, a confirmation email will be automatically sent to the address you registered at the time of your order.
"This will be a 'Order Confirmation', so please do not discard the email and keep it for your records."
Customers who made purchases using shoppay or Applepay will receive an order completion email sent to the email address registered there.　
　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　
- When the shipment is completed, a system will automatically send details such as the tracking number for your package.

• If you do not receive the email after a certain period of time, please check your spam folder or similar.
*It may take a few minutes to a few hours to receive the automated email.

⚠︎Please be careful⚠︎
In the case of carrier email addresses such as docomo and Softbank, the security level is higher than that of PC emails, so there are many cases where confirmation emails after purchase are rejected. Therefore, we kindly ask you to set the following email address to receive permission in advance.
pionunnal.staff@gmail.com

Due to system limitations, we are unable to make changes, so please confirm at the time of your order and make your purchase accordingly.

Currently, the payment method is only credit card payment (shoppay/Googlepay/Amazonpay are also acceptable).
"Also, for security reasons such as information leakage, we do not conduct pre-registration of numbers on this site. Thank you for your understanding."

For both regular online sales and pre-order sales, the payment date for credit card transactions is at the time the order is confirmed.

If you have a coupon code that is issued irregularly, please be sure to log in to your registered account to use it. Please note that some codes can only be used once. Additionally, we cannot apply codes that have expired or those that are inquired about after the payment has been completed.

・Shipping fee is a flat rate nationwide (including tax): 700 yen (flat rate of 2,500 yen for overseas shipping)　
    *Depending on your country or region, customs duties (taxes) may apply.
・The delivery company will be Sagawa Express.

We are unable to accommodate address changes after the order has been completed.
Please be sure to check that there are no mistakes in the default address in your My Page before making a purchase.
Also, even if changes are made from My Page after the order is completed, they will not be reflected in the order information.
The same applies to the pre-registered addresses for Shoppay, Google Pay, and Apple Pay, so please be sure to check that there are no errors in your registration details before placing your order.
* Changes to the delivery address after the shipment of goods due to relocation or incorrect address may incur additional shipping fees, which may be charged to the customer (recipient) as cash on delivery.
Please be sure to take great care when entering the delivery address.

Regarding order sales, it takes several months from the time you place your order until delivery.
If there are any changes to the delivery address due to moving, we will accept corrections.
Please contact us by filling out the inquiry form with the following: [Order number starting with #] [Name of the person who placed the order] [New address].

Please check the delivery dates listed on each product page.
We sincerely apologize, but we are unable to provide details regarding the shipping date for individual customers even if you inquire. Thank you for your understanding.

Depending on the production situation and circumstances, there may be delays or advancements in the shipping schedule.
・If you place multiple orders, we will ship them as soon as all products are ready for shipment.
Please note that we cannot consolidate shipping for items purchased separately.
・We have set a period until delivery, so we do not accept date specifications.

⚠ If the product is refused upon delivery or if the delivery service's storage period has expired due to long-term absence after shipment from our store, we will cancel your order. ⚠

The storage period for packages at the shipping company is about 1 week to 10 days.
Packages that have exceeded the storage period will be declined for receipt and returned to our company.
If the item is returned to our company due to unknown address, long-term absence, or refusal to accept delivery for customer reasons, we will refund the amount after deducting the round-trip shipping fees, payment processing fees, and return handling fees incurred during the transportation of the product.

We will contact you again regarding the amount.

⚠ This may also apply in cases where delivery cannot be made due to an unknown address, etc. ⚠

When placing your order, please be sure to confirm your address, including the street number and room number, before registering it.

We cannot accept the refusal of receipt for the ordered product.
If there is no contact from the customer for more than one week after the product has been shipped and the product has not been received, we will cancel the order and retrieve the product.
If deemed a malicious refusal of receipt, we may refrain from shipping from the next time, and we may charge separately for round-trip shipping fees and product arrangement fees. Thank you for your understanding in advance.
If there are many instances where you are unable to receive the products, we will refrain from shipping in the future.

Please be aware that additional customs duties may apply depending on the shipping region. The customs duties will be fully borne by the customer. Please make your purchase with this understanding.

If you do not receive an automatic email from us after completing your order, please check the following.
If you register your contact email address with a carrier email such as docomo or softbank at the time of purchase, there is a possibility that the high security level may block automatic emails sent from our online site, or they may end up in your spam folder.
pionunnal.staff@gmail.comを受信できるよう、ドメイン設定をお願いいたします。
"In addition, customers who make purchases through external payment systems such as shoppay or applepay will receive an order confirmation email sent to the email address registered with those services."
Our recommended contact email addresses are webmail addresses such as Gmail and Yahoo. If you would like to change your contact email address, please let us know.

If you have forgotten your password, you can reissue it from "If you have forgotten your password, click here." If you have forgotten your email address (login ID), please contact us via the inquiry form.