Common problems
Does it include tax and shipping?
Does it include tax and shipping?
Does it include tax and shipping? Will I be charged extra?
Yes, the price includes standard shipping and import-related taxes . Under normal delivery conditions, you will not need to pay any additional fees to logistics or customs .
💬 Customs Clearance Process Explanation
We handle all customs clearance and tax procedures. If you are required to provide additional information due to local regulations or logistical needs (such as recipient information confirmation), we will contact you in advance to explain and assist you in completing the process.
⚠️ Precautions
- The "Standard Shipping Fee" applies to our currently available delivery areas and general delivery conditions.
- If your address is in a remote area, requires special moving/upstairs services, or has special delivery requirements, please contact customer service first, and we will assist in assessing feasible solutions.
✅ If you are unsure whether your location is in a remote area or have special delivery needs, you are welcome to contact us. Contact us via email or WhatsApp . We will confirm everything before you place your order to avoid any unnecessary trouble later.
How long does production and transportation usually take?
How long does production and transportation usually take?
Delivery time = Production days + Standard delivery
Production time (if any) will be specified in the product details section.
For example, if the production period is 3 days, delivery to Japan will take approximately 15–20 working days, and the total delivery time will be approximately 18–23 working days.
Standard delivery: The following are estimated delivery times (calculated from the date of shipment), and the actual delivery time is subject to the progress of logistics.
* To ensure the quality and safety of our solid wood furniture during cross-border transportation, we currently only offer delivery to the regions listed above. If you are located in other countries, please contact customer service for possible solutions.
📦 Delivery times for different regions
Standard delivery is to your building entrance/doorstep. For services requiring upstairs transport or special moving services (oversized/long/remote areas), delivery time may increase. We will notify you in advance via email.⏰
* Goods may be affected by uncontrollable factors such as customs clearance, flight/ship schedules, port congestion, and major holidays, which may extend the delivery time. Thank you for your understanding.
✅ As part of our service commitment, if your order has not been delivered within 7 business days of the estimated delivery date indicated in your order confirmation email, we will provide a US$20 gift card as compensation for the delayed delivery.
Can I cancel my order?
Can I cancel my order?
Free cancellation
Orders can be cancelled free of charge within 48 hours of placement, provided the order has not yet entered the production, preparation, or shipping process .
⚠️ Precautions
- Customized/customized products are not eligible for the free cancellation policy.
- If more than 48 hours have passed, or if the order has already entered the production, preparation, or shipping process, it will be considered a return, and a 15% re-warehousing fee will be charged in accordance with the return policy.
💬 Consultation before purchase
Canceling an order is inconvenient for both parties, and we would prefer to answer all your questions before you place your order.
You can inquire about:
- Product specifications, dimensions and material details
- Delivery time, shipping method and cost
- Customization requirements and pricing
- Any other pre-purchase concerns
✅ Feel free to contact us anytime via email/WhatsApp . We will assist you in making a purchase decision only after you have fully understood the product or service.
Do you accept returns after purchase?
Do you accept returns after purchase?
We offer a 30-day no-questions-asked return policy, meaning you can apply for a return within 30 days of receiving the goods.
Return Policy
- The product must be kept in its original condition, uninstalled/unassembled/unused.
- Complete with all accessories (such as hardware, screws, instruction manual, etc.) and in its original packaging (including protective materials such as cardboard box/foam/wooden frame or wooden box).
- An invoice or proof of purchase is required.
📦Return Packaging Requirements: To avoid damage during return shipping, returned items must be properly packaged in their original packaging and reinforced. Damage during transport due to improper packaging may affect the refund amount or prevent the return from being processed. Thank you for your understanding.
💰 Fee Details
- Re-entry fee: 15% of the order amount (including costs for inspection, repackaging, warehousing, labor processing, and payment processing).
- Return shipping costs: to be borne by the customer.
- Refund processing time: Within 7 business days after receiving and inspecting the returned item.
📝 Return Process
- Submit a return request via the website's email, WhatsApp, or LINE (it's recommended to include your order number and reason for return to expedite processing).
- Waiting for return approval and obtaining the return address and instructions.
- Pack the goods properly and send them back to the designated warehouse.
- Waiting for refund processing notification
⚠️Important Reminder: Items returned without prior return request will not be accepted. We reserve the right to refuse any items that do not meet the return conditions.
Customers can cancel their orders free of charge within 48 hours of placing them.
Orders cancelled after 48 hours will be considered returns and will incur a 15% charge on the order amount. Warehouse entry fee .
* Reminder: If the order has already entered the production/stocking stage or has been shipped, cancellation and changes may be restricted; we will inform you of feasible solutions and processing methods via email.
Our process includes a comprehensive quality inspection before shipment. In the unlikely event that you receive damaged/missing items, please contact us via WhatsApp or email within 3 calendar days of receipt, providing clear photos/videos showing the damaged/missing parts.
We recommend that you unpack and inspect the goods as soon as possible after they arrive; we understand that unpacking and moving large furniture items takes time, so please contact us immediately if you have any questions.
✅ Our Commitment
- Severe Damage: Items that are severely damaged during shipping and cannot be used normally will be replaced free of charge.
- Minor damage: We may provide free repair or other compensation acceptable to both parties.
📦 Our thoughtful packaging
We take the safety of your furniture very seriously; large items are packaged with double-layer protective packaging.
- Outer protection: Sturdy wooden frame/crate packaging, effectively preventing collisions and crushing during transportation.
- Inner protection: High-quality cardboard boxes and shock-absorbing materials ensure the product arrives intact.
💡 Explanation of Normal Range
However, some minor differences/defects that do not affect normal use may still occur. The following situations are not covered by the free replacement:
- Minor scratches or dents (length/diameter not exceeding 2 cm)
- Slight dimensional errors (±2 cm) due to manual measurement.
- Natural characteristics of wood: natural variations such as wood grain, color differences, and knots (which do not affect the structure and use).
- Characteristics of handcrafted workmanship: traces of craftsmanship such as spliced textures and finished edges (within reasonable limits).
If you still wish to return/exchange the item, please note that our usual return and exchange policy applies.
Certain types of goods are non-refundable, for example:
- Customized/customized products (such as special orders or personalized items)
- Special offer items
- gift cards
If you have any questions or concerns about a particular product, please contact us.
The fastest way to ensure you get the product you want is to return the item you already own, and then purchase the new item once the return is accepted.
We will notify you after receiving and checking your return, and inform you whether your refund has been approved.
If approved, the funds will be automatically refunded to your original payment account within 7 business days .
💳Please note: It may take some time for your bank or credit card company to process and credit your refund.
Are solid wood furniture difficult to maintain?
Are solid wood furniture difficult to maintain?
We have tried our best to select the best quality timber available on the market as raw materials.
So maintenance is actually simpler than you think! Follow these key points to keep your furniture looking new for years to come:
🌞 Avoid direct sunlight
Prolonged exposure to sunlight will draw moisture from the wood, causing it to dry out, crack, and warp.
It is recommended to place furniture in a location that avoids direct sunlight, or to use curtains to adjust the light.
💧 Daily cleaning
Regularly wipe the surface gently with a slightly damp, soft cloth to keep the furniture clean and shiny.
Do not use an overly wet cloth, as this may allow moisture to seep into the wood.
🔥 Heat insulation protection
Avoid placing excessively hot items (such as hot pots or kettles) directly on wooden surfaces, as this may damage the protective oil layer.
It is recommended to use a heat-resistant mat or table mat.
⚠️ Avoid chemicals
Do not allow the wooden surface to come into contact with chemical cleaners, solvents, or soak in liquids for extended periods, as this may damage the protective layer.
If liquid is spilled, wipe it dry immediately.
🛠️ Long-term skincare secrets:
After prolonged use, you can reapply a layer of wood wax oil to the surface. This will not only restore the furniture's natural luster but also extend its lifespan, allowing your solid wood furniture to be passed down through generations.
Does your furniture release toxic fumes?
Does your furniture release toxic fumes?
Formaldehyde and other harmful substances in furniture mainly originate from adhesives used in the manufacturing process. Medium-density fiberboard (MDF) and particleboard, among other engineered wood products, use large amounts of formaldehyde-containing adhesives during production.
Our commitment:
✓ Made of natural solid wood, the raw materials themselves contain no glue.
✓ Use only a small amount of environmentally friendly adhesive in necessary processes (such as when assembling large tabletops).
✓ The release of harmful gases is extremely low, far below industry standards.
💡 You might smell a faint, natural wood scent from the new furniture; this is the aroma of natural solid wood. The smell will usually dissipate naturally after being left in a well-ventilated environment for a few days. This is precisely the difference between real wood and engineered wood products.
What is your policy on compensation for delayed shipments?
What is your policy on compensation for delayed shipments?
As part of our service commitment, if your order has not been delivered more than 7 business days after the estimated delivery date indicated in your order confirmation email , we will provide a US$20 gift card as compensation for the delayed shipment.
✅ If the delay can be reasonably attributed to noumi's delays in production arrangements, shipping processing, or logistics coordination , and does not include force majeure factors (such as customs clearance delays, weather, flight/ship schedule adjustments, port congestion, local regulations, or holiday impacts), we will proactively provide the aforementioned compensation for delayed shipment.
The number of days of delay will be calculated based on the earliest possible delivery date displayed by the logistics system . If the delay is caused by the recipient's factors (such as inability to meet the delivery time, incomplete address information, etc.), it will not be covered by the delayed delivery compensation.
What if the glass/small parts are damaged during shipping?
What if the glass/small parts are damaged during shipping?
We understand that glass is a fragile material, so we will strengthen the packaging protection for glass parts during shipment. If you find that the glass door, glass shelf, or glass parts are damaged during transportation after receiving the goods, please rest assured: as long as it is minor damage caused by transportation , we will replace the damaged parts free of charge and assist you in completing the replacement and restoration of use.
📝 Please provide the following information (to help us process your request quickly)
- Please contact us within 72 hours of receiving the goods.
- Provide clear photos or videos showing the damage (including both outer and inner packaging is recommended).
- Please retain the complete packaging (outer box, wooden frame, internal protective materials) for subsequent confirmation.
✅ Our handling method
- Minor damage: If only the glass or a few parts are damaged, we will replace the damaged parts free of charge.
- Replacement method: If the size is small, we usually use international express to send the replacement part (depending on the destination and size) to shorten the replacement waiting time.
⚠️ To ensure a smooth processing, please do not discard the packaging or attempt repairs yourself before contacting us. If the damage is undetermined due to lost packaging or human error, it may affect the subsequent processing method.
✅ If you are unsure whether your application falls within the scope of eligible replacements, please feel free to contact us via Email / WhatsApp / LINE as soon as possible. We will assist you in determining your eligibility and provide the most suitable solution.
What should I do if the goods are damaged in transit?
What should I do if the goods are damaged in transit?
What should I do if the goods are damaged in transit?
All our products undergo thorough inspection before shipment and are packaged with multiple layers of protective packaging to minimize transportation risks. If you discover any damage to the goods after receiving them, please rest assured that we will assist you in handling the situation appropriately.
📝 If you discover any damage, please assist with the following steps.
- Please contact our customer service within 72 hours of receiving your order.
- Provide photos or videos that clearly show the damage.
- Please retain the complete packaging (outer box, wooden frame, internal protective materials) for subsequent confirmation.
✅ Our handling method
- Severe Damage: If the product is severely damaged during transportation and cannot be used normally, we will provide a free replacement or other mutually agreed solutions.
- Minor damage: If it does not affect normal use, we may provide repair, replacement parts, or appropriate compensation.
⚠️ To ensure a smooth process, please do not discard the packaging or attempt repairs yourself before contacting customer service. If the damage is undetermined due to lost packaging or human error, it may affect the subsequent processing method.
✅ If you are unsure about the extent of the damage, please contact us immediately. Contact us via email or WhatsApp , and we will assist you in determining the most suitable solution.
Why does the color of my furniture change over time?
Why does the color of my furniture change over time?
Just as no two leaves in the world are exactly alike, every piece of wood has a unique grain and color. The actual product you receive may naturally differ from the image shown on the page in terms of grain distribution or tone.
Despite our rigorous selection and color matching of raw materials during the production process, you may still see the following natural characteristics:
These are all normal phenomena of natural solid wood, which are precisely the embodiment of its precious value and do not constitute quality defects.
Every natural mark is a gift from nature, making your furniture a unique work of art.
💝 We believe you will cherish this natural warmth and texture just as much as we do.
Some types of wood (such as cherry and walnut) will naturally oxidize over time, gradually deepening their color or becoming more lustrous. This is proof that solid wood is "alive," and it is also part of its charm.
Due to batch variations, customers who purchased a package deal may experience slight color discrepancies between the two items received. This is not a color difference, but rather a natural characteristic of cherry wood to darken over time; the color will gradually become more uniform with use and oxidation.
