SHIPPING & DELIVERY >
How long will it take for my order to arrive? >>
We aim to get your order to you as quickly as possible! Shipping usually takes 3-5 business days, depending on your location. For some destinations, it might take up to 7 business days.
Will I need to pay for shipping? >>
We’re happy to offer complimentary express shipping for international orders over $1,000 USD / 30,000 TWD and domestic orders (within Taiwan region) above $350 USD / 10,000 TWD.
Can I ship my order to a post office box, APO, or FPO address? >>
Currently, we’re unable to ship to post office boxes, APO, FPO, or freight forwarding addresses.
RETURNS & EXCHANGES >
Can I return or exchange an item? >>
We currently offer exchanges for the same item only. If you’d like to exchange, just reach out to our Client Services team with your order number, the item you wish to exchange, and the preferred size or color. The replacement must be the same style and be available on our website. Exchanges need to be requested within 7 days of delivery, with items kept unused, unwashed, unaltered, and in their original packaging.
What if the item I received is defective or not the right size? >>
We want you to love your purchase! If there’s an issue with the product you received, such as a defect or incorrect size, please follow these steps for a swift resolution:
For defective items: Take a photo and reach out to us within 7 days of receiving the item.
For incorrect sizing: Let us know within 7 days of receiving the item, and provide your name, phone number, order number, and details about the exchange request.
Please note: Kindly wait for our confirmation before sending any item back. We’ll guide you through the return or exchange process.
Exchanges are only available for defective items. For sizing issues, we offer replacements in a different size.
What should I do if I receive a damaged package or an incorrect item? >>
If your package is damaged during delivery, please let the delivery carrier know right away and take photos of the damage.
If you receive an incorrect item or find a manufacturing defect, contact our Client Services team within 7 days of receiving the item. We’ll assess the situation and replace the product with the same style, color, and size.
Who is responsible for duties and taxes on international orders? >>
For international orders, any applicable duties and taxes will be the buyer’s responsibility. We recommend checking your country’s regulations to avoid any surprises at the time of delivery.
If a package is returned due to unpaid duties or delivery issues, we will:
Refund the item cost only (shipping fees are non-refundable).
Deduct any duties or fees incurred from the refund amount if applicable.
If you wish to have the order reshipped, simply place a new order, and we will charge the shipping fees for both the return and re-shipment.
What if my shipping address is incorrect? >>
If we notice an issue with your shipping information, we’ll reach out via email to update it. Please respond within 3 business days. If we don’t hear back, the order will be canceled and refunded.
ORDERS & TRACKING >
How can I track my order? >>
Once your order is shipped, we’ll send an email with the tracking details. You can also log in to your NAMESAKE account and find tracking information under “Account” or follow the provided link directly. Please allow 24 hours for tracking info to update.
Can I make changes to my order? >>
You can adjust your order before it has been processed. If you need to change the size or color of an item, please reach out to our Client Services team as soon as possible with your order number. Once processing begins, changes can no longer be made.
Can I add items to my existing order? >>
Once an order is processed, we can’t add items. However, if it hasn’t been processed yet, we might be able to combine orders for shipping. Contact our Client Services team quickly to see if we can help.
I purchased an item at full price, but now it's on sale. Can you adjust the price? >>
We’re happy to offer a price adjustment if your request is made within 7 days of your purchase, and the item is still in stock in the same style, color, and size. Just reach out to us with your details!
Can I cancel my order? >>
If you need to cancel your order, please reach out to our Client Services team right away. Orders can only be canceled before they are processed and shipped. If your order has already been shipped, we’ll do our best, but cancellations cannot be guaranteed.
However, please note that discounted, sale, customized, and pre-order items cannot be cancelled, returned or exchanged. Please make sure you want them before your proceed to checkout!
What if I realize my shipping address is incorrect? >>
If you realize your shipping address is incorrect, please contact our Client Services team as soon as possible. Changes can only be made before the order is shipped.
SIZE & FIT >
How can I find the best size for me? >>
How can I find the best size for me?
We include a size chart on each product page with detailed measurements, along with information on the model’s height and the size they’re wearing for reference. Still unsure? Feel free to reach out to our Client Services team for personalized advice or visit our showroom on open days to try things out in person.
SHOWROOM >
How can I schedule a visit to the NAMESAKE Showroom? >>
Open Days: Our showroom is open 5 days each month. Follow us on Instagram (@namesak3) to stay updated with our open days.
Non-Open Days: If you'd like to visit outside of our regular open days, simply make a reservation through our showroom booking system or email us with your preferred time. A team member will assist you in setting up your visit.
Can I pick up my order at the showroom? >>
Yes, you can! Just book a time slot through our showroom appointment booking system or email us with your order number, name, phone number, and preferred time for pickup. We’ll make sure your items are ready for you when you arrive.