Refund & Return Policy
At Hamu Namu, each item is carefully designed and packed with care. We want you to love your order, and we'll do our best to make things right if there's a problem.
Returns
We accept returns within 14 days of delivery for unused, unopened items in their original condition and packaging. Customers are responsible for return shipping costs unless the return is due to our mistake.
To start a return, please contact us with:
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Your order number
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Your name
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A brief description of the reason for the return
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Photos if the item arrived damaged or incorrect
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery. We'll gladly provide a replacement or full refund at no additional cost.
Please include:
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Your order number
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Clear photos of the item and packaging
Non-Returnable Items
The following items cannot be returned or refunded unless they arrive damaged or incorrect:
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Stickers
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Enamel pins
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Acrylic keychains
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Plushies
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Apparel that has been worn, washed, or altered
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Limited edition or convention-exclusive items
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Clearance or final sale items
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Gift cards
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Digital products or downloads
Apparel Exchanges
If you need a different size, please contact us within 14 days of delivery. Exchanges are subject to available inventory. Customers are responsible for return shipping unless the incorrect size was sent by us.
Refunds
Once your return has been received and inspected, we'll notify you of the status of your refund. Approved refunds will be issued to your original payment method. Depending on your bank or payment provider, it may take 5–10 business days for the refund to appear. Original shipping charges are non-refundable unless the return is due to our error.
Order Cancellations
Orders may be canceled within 24 hours of purchase, provided they have not already been packed or shipped. Once an order has shipped, it cannot be canceled.
Lost Packages
Hamu Namu is not responsible for packages lost due to incorrect shipping addresses provided at checkout. If a package is marked as delivered by the carrier but cannot be located, please contact the shipping carrier first. We'll do our best to help you locate the package, but we cannot guarantee reimbursement for carrier-confirmed deliveries.
Contact
For any questions regarding returns or refunds, please contact us through the contact form on our website or by email, and include your order number so we can assist you as quickly as possible.