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FAQ

Shipping and Payment Options

We have various options to work around some of the challenges of shipping during this season of COVID19! 

Please see our Shipping Policy for details on expected shipment timing and prices. 

Military customers living in Japan: Please use your shipping address in the Japanese format to avoid the more expensive U.S. shipping charges. Here is a "cheat sheet" to help you write out your Japanese address. 

How are orders packaged?

All orders are wrapped carefully in tissue paper and shipped out in a sturdy cardboard box, with your favorite Nozomi items each enclosed in a beautiful suede gift bag with hand-signed Nozomi description cards. Orders from our Dara ethically-sourced collection are sent in denim gift bags handmade in Cambodia, and are sent without plastic packaging. Because the pottery is fragile, most pieces are also wrapped to prevent breakage. 

For any orders indicated as gifts, we will remove the price tag and include a gift invoice that does not include the price. If you'd like a note enclosed with the gift, please write your note in the comments section of your cart.

What if I want my gifts sent to a different address?

Upon checkout there is an area for you to fill in your desired shipping address. We can only send a given order to one address.

Does Nozomi ship to APO addresses?

European APO addresses are shipping through DHL to the US. For Pacific APO addresses, please use your address in the Japanese format when placing an order. Use our cheat sheet here for help in writing out your Japanese address. 

What if my purchase is a gift?

For orders to be shipped directly to the gift recipient, please use the "Gift?" checkbox in your cart prior to checkout. For any order so indicated, we will automatically remove the price tag and include a gift invoice that does not include the price. All of our items are sent out in an elegant blue suede bag, or in our denim gift bags for items from the Dara Collection. If you would like a note included, please write the note in the comments section and we will include the note with the items. 

Is there an import tax for products sent to other countries?

We have on occasion heard of import taxes on products in particular sent to the United Kingdom (see a helpful website here), Hawaii (USA), France, and Canada. To our understanding, it is often at the discretion of individual customs officers and does not seem to be consistent. We apologize that we cannot be responsible for import taxes to the various countries where we send our products. 

For customers living in the EU, due to new EU tax regulations, please note that you will be required to pay the VAT and/or duties upon delivery of your order. 

How do I pay for jewelry if I live in Japan?

There are several options. We have a Japanese website, www.nozomiproject.jp. If you have a credit card or Paypal account, these will work fine and your credit card company will do the yen conversion for you if necessary. If you want your order sent to an address different than your mailing address, please make a note of the alternate shipping address in the comment section. Those living in Japan can also pay by postal money order, or 銀行振り込み(ゆうちょ銀行). Choose this option when you check out. Then please pay at the post office or a convenience store within two business days. We will ship your order once we receive notice of payment. We will need to cancel your order if we do not receive payment within five days of when you placed the order.

Here is the information you need to make a postal payment:

ゆうちょ銀行へのお振込
<ゆうちょ銀行からゆうちょ銀行へのお振込>
記号: 18120 番号: 36894331 口座名:ノゾミプロジェクト
<他金融機関からゆうちょ銀行へのお振り込み>
店名:八一八(ハチイチハチ) 店番:818 普通預金 口座番号:3689433 口座名:ノゾミプロジェクト

Address: Nozomi Project 〒986−2135 宮城県石巻市 渡波 字下榎壇142-6
(English: Watanoha Aza Shimo Enokidan 142-6 Ishinomaki-shi, Miyagi ken 986-2135)

Returns and Exchanges

At Nozomi Project, customer satisfaction is our goal! To ensure your satisfaction, we offer a generous guarantee, return, and replacement policy.  

Gift Return Policy

Gift recipients can get store credit by following our return policy below. Our extended holiday return policy includes all purchases made from November 1 through December 31, and may be returned within 45 days or by January 31, whichever date is later. We do not accept returns on following items: Nozomi Project gift cards, outlet items, and Christmas ornaments.

How to make a return as the purchaser
  • The returned item must be without damage, in its original packaging, and include the receipt.
  • The returned item must be received within 45 days of date of purchase.
  • Customer will pay for the return shipping costs and ensure that it is packaged sufficiently (i.e. with bubble wrap) to prevent damage in-transit. (Please understand that if the return package is not insured, we cannot be responsible if it does not arrive). Return address is below. 
  • We will credit the original cost of your item to the credit card used during purchase. 
What happens if my necklace breaks?

All pottery is fragile, and needs to be handled with care to avoid chipping or breaking. Please keep your Nozomi product dry and away from heat, cold, and chemicals. If the shard should come loose from its mounting, you can reapply it with epoxy or send it back to us and we will repair it for free. Please note the customer is responsible for sending shipping costs but we will pay for the shipping to return it to you. For lost or broken pendant pieces, we are happy to replace it with a similar pottery pendant. (Because each piece is unique, we cannot match pendant designs, colors, or shapes exactly). Please use the shipping information below to return it and/or email us a photo (nozomitohoku@gmail.com).

We will replace other Nozomi jewelry parts (chains, wire, clasps, leather, etc.) broken through normal wear that have been purchased within one year. For items purchased more than one year previously, we are happy to repair your jewelry for a fair cost. Please follow instructions below for returned jewelry.

We stand by our products and want you to be happy with your Nozomi purchases. Please let us know how we are doing!

Why might the sides of some pottery turn brown?

Some types of pottery will turn brown on the sides after grinding and cleaning. This aging is a natural result of certain kinds of broken pottery exposed to the air and the oils on your skin. Please be assured that each piece has been properly cleaned in our workshop! We love even these little-seen reminders that there is beauty in brokenness.

How should I take care of my jewelry?
  • Please keep your one-of-a-kind necklace in the enclosed ziploc bag when it's not being worn. Please handle your necklace carefully to avoid chipping or breaking. For wire-wrapped necklaces: all wire, while firm, can be bent. Please avoid scenarios that can crush or catch the delicate wire-wrapped jewelry (beware of woven sweaters, scarves, etc. that may “catch” your necklace).
  • Avoid direct sunlight, excessive heat/cold, or areas with extreme temperature changes (i.e. near windows, vents, or ducts).
  • Your special piece is handmade; please do not pull or tug on jewelry parts.
  • Avoid perfumes, makeup, hairspray, harsh chemicals or household cleaners.
  • Remove when applying hairspray, perfume, chlorine, lotion or any skincare/makeup products. 
  • Please keep away from moisture. Do not swim wearing jewelry.
For our one-of-a-kind wire-wrapped necklaces, we like this webpage for more specific information on caring for and cleaning wire-wrapped pieces.
 
Nozomi Project's Address
Nozomi Project 〒986−2135 宮城県石巻市 渡波 字下榎壇142-6
(English: Watanoha Aza Shimo Enokidan 142-6 Ishinomaki-shi, Miyagi ken 986-2135)

Other Questions

Can I place a custom order? 

Yes! We've had a number of ways that customers have requested Nozomi custom orders. We have had many customers with ceramic dishware they love that they've had us make into custom jewelry. Others have a pottery design in mind and have requested custom pieces using our existing stock of broken pottery. Still others only knew that they wanted their bridesmaids to wear Nozomi, and have reached out to us. 

No matter your starting point, every custom order involves a conversation with our talented team of artisans. Together, we'll narrow down what's feasible and what kind of styles you love. (Not all types of dishware works with our processes, so please email us before shipping anything to our workshop).

Our custom order pricing includes the base price of the style chosen, plus a $10 custom order fee. Each subsequent item in a given order will incur a $5 custom order fee.

Are you ready to get your custom order started? Please email us at nozomitohoku@gmail.com.

Should I be concerned about radiation?

No. Ishinomaki is three hours north of Fukushima and is NOT in the radiation zone so there are no concerns about radioactive materials.

Are you worried about running out of pottery left by the tsunami?

Nope! We are incredibly thankful for the hundreds of volunteers who helped gather and clean pottery found along the Ishinomaki coast. Believe it or not, we are still finding broken pottery, though it isn't as prevalent as it was earlier. We have many, many crates stacked in a shed behind the Nozomi workshop. In addition, we also have a local second-hand store that saves broken pottery for us. We also love the local friends who continue to donate to us their broken/unusable dishes to be up-cycled, as well. 

What are your working hours?

Our working hours are Tuesday and Friday, 9:00am – 4:00pm. We are closed for lunch (noon 1pm), and on most Japanese holidays.

Can we visit the Nozomi Project?

We love visitors! Because we sometimes have special circumstances where we are not open, please contact us in advance to schedule your visit. In light of COVID-19, we are taking necessary precautions for all visitors (wearing masks, sanitizing hands, limiting number of visitors, etc.). Please contact us to schedule a tour at (email) nozomitohoku@gmail.com or (phone) 0225-90-4024.

Who benefits from the funds and donations received by the Nozomi Project?

Proceeds and donations received go to the Nozomi Project women and the continuation of the Nozomi Project. In addition, we donate some of our profits each year to organizations making a difference to people in need. Any additional questions can be sent to us at support@nozomiproject.com

Nozomi Project Address

Shimo Enokidan 142-6 Watanoha-Aza, Ishinomaki-shi Miyagi-ken 986-2135 JAPAN

Phone (within Japan): 022-590-4024 (Staff are available Tuesday and Friday, 9 am - 4 pm)

Phone (outside Japan): 011-81-225-90-4024