FAQ

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 (see photo below). 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 receipt. If you'd like a note enclosed with the gift, please write your note in the comments section prior to checkout. 

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

Yes. European APO addresses are shipped 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. 

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 receipt.

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 your items. 

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.

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.

Those living in Japan can also pay by postal money order, or 銀行振り込み. If you choose this option during checkout, please pay at a post office or convenience store within two business days. We will ship the product after confirming your payment. The total amount to be paid will be the product price + shipping + bank transfer fee. If payment cannot be confirmed within 7 days of the order date, the order will be cancelled and your selected items returned to our online store. Please enter your order number for customer confirmation after payment. The name of the person making the transfer must be the same as the name of the person who placed the order. If you need to use a different name for some reason, please be sure to let us know.

77 Bank, Ltd.　
Branch name: Watanoha Branch (Watanoha)
Branch code: 407
Account number: Savings account 5294479
Account name:  BE ONE (General Incorporated Association)

七十七銀行(シチジュウシチ）　
支店名　渡波支店（ワタノハ）
店コード:407
口座番号：普通預金　5294479
口座名：一般社団法人BE ONE

Nozomi Project Physical 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)

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.

• 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 we cannot be responsible if the package does not arrive to us). Return address is below. 
• We will credit the original cost of your item to the payment method used during your purchase. 

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.

• 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.