Customer Care

FREQUENTLY ASKED QUESTIONS
HOW CAN I CONTACT YOU?
Please email us at info@mhiramatsu.com
WHAT SIZE SHOULD I ORDER?
Most of our garments are free size, but if you need any help with sizes, please email us at info@mhiramatsu.com. We will be delighted to assist you personally!
HOW MUCH DOES DELIVERY COST?
Shipping charges will differ according to your location.
Please check the shipping charge that will be calculated at the checkout.
WHAT PAYMENT METHODS DOES M.HIRAMATSU ACCEPT?
Currently we accept Credit Card Payments, Paypal and Stripe. If you would like to arrange payment via another method, we will try our best to assist you.
Please contact us directly at info@mhiramatsu.com to arrange this.
HOW CAN I CHANGE OR CANCEL MY ORDER?
If you need to make any changes to your order, please contact us at info@mhiramatsu.com before 9pm JST on the same day that you placed your order. We will not be able to make any changes beyond that period.
WHEN WILL MY ORDER ARRIVE?
We generally deliver all orders in 4-7 working days, but depending on your location it may take up to 10 days for delivery. Please contact us at info@mhiramatsu.com if you wish to find out exactly how long it will take for your delivery to arrive.

There may be the occasional delay due to Customs Clearance processes, which are out of our control.
M. HIRAMATSU uses Sagawa Express for all orders within Japan and EMS for all international orders.
HOW CAN I TRACK MY ORDER?
When your order is shipped, we send you an email with your order tracking number. If you do not receive this email, please email info@mhiramatsu.com
WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?
A Pre-order item is one that you order before we have it in our inventory. Each Pre-order item has a specific order period deadline. You may cancel your Pre-order item before the order period deadline is over. To cancel, please e-mail us at info@mhiramatsu.com
WILL I HAVE TO PAY ANY DUTIES AND TAXES ON TOP OF MY ORDER?
You will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery.
Please be aware that M.HIRAMATSU does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges vary according to country.
Since these fees are not computed nor applied by M. HIRAMATSU, please contact your local customs office to find out more information if you are unsure of the charges.
HOW DO I TAKE CARE OF MY EMBROIDERRED ART FRAMES?
Do not fold or iron. If stained, please hand wash carefully using cold water and mild, gentle soap. Lay flat to dry. Otherwise you can also take the embroidery to the dry cleaners.

Please use our custom-made embroidery pouch to stock the patches safely and avoid any damage.
WHAT IS YOUR RETURN POLICY?
We offer 14-days hassle-free return for all our products.

- The item/s must be in original condition with all the tags remaining in place.
- Item/s must not have been worn, washed or altered in any way.
- Request for return must be made within 5 days of receiving the order.
- SALE items cannot be returned.

Unfortunately, we cannot accept any returns that do not meet above requirements.
After you receive the RETURN AUTHORIZATION #, we request you to return the item within 14 days to our studio in Tokyo.
M.HIRAMATSU offers a full item price refund. We will not refund initial shipping cost or returned item postal/shipping cost.
HOW DO I REQUEST A RETURN?
We offer 14-days hassle-free return for all our products.

To initiate a return, simply email us at info@mhiramatsu.com using the e-mail address used to place the order. Please include order number, your name, your address, which item you are returning and the reasons in your email.
(Please note that we are unable to refund initial shipping charges for goods returned, other than for faulty items. We are also unable to refund return postage costs.)
We request for you to ship the item back to us within 14 days after you receive the RETURN AUTHORISATION # from us.
Once the items have been received, we will send your new piece/s out or you will receive your refund (item price excluding initial shipping cost).
M.HIRAMATSU cannot be held liable for the loss of garments being returned. We recommend using a registered post service (EMS or similar) or courier service to return goods, and keeping a record of the shipping and tracking details until we acknowledge the receipt of your parcel.
WHAT IF THE ITEM I RECEIVE IS DAMAGED OR FAULTY?
We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item, please email us immediately at info@mhiramatsu.com so we can urgently review and resolve the matter
SHIPPING
HOW MUCH IS SHIPPING?
Shipping charges will differ according to your location.
Please check the shipping charge that will be calculated at the checkout.
WHEN WILL MY ORDER ARRIVE?
We generally deliver all orders in 3-5 working days but depending on your location it may take up to 10 days for delivery. Please contact us at info@mhiramatsu.com if you wish to find out exactly how long it will take for your delivery to arrive.

There may be the occasional delay due to Customs Clearance processes, which are out of our control.
WILL I GET A TRACKING NUMBER?
An email with your order tracking number will be sent once your order has been dispatched

If you do not receive this email, please email info@mhiramatsu.com
All orders require a signature on delivery. Please make sure your supplied address is attended during business hours

We cannot send to PO BOXES, please ensure a street address is supplied.

M.HIRAMATSU cannot be held liable for orders that were unable to be delivered due to faulty address information.
WHICH COURIER DO YOU USE?
M.HIRAMATSU uses Sagawa Express for all orders within Japan and EMS for all international orders.
WILL I HAVE TO PAY ANY ADDITIONAL DUTIES & TAXES?
You will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery.
Please be aware that M.HIRAMATSU does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges vary according to country.
Since these fees are not computed nor applied by M. HIRAMATSU, please contact your local customs office to find out more information if you are unsure of the charges.
RETURNS
WHAT IS THE RETURN POLICY?
We accept exchanges and refunds on all our pieces within 14-days of purchase.
We only ask that the following requirements are met:

- The item/s must be in original condition with all the tags remaining in place.
- Item/s must not have been worn, washed or altered in any way.
- Request for return is made within 5 days of receiving the order.
- It is not a SALES item/s.

Unfortunately, we cannot accept any returns that do not meet above requirements.
Refunds will be issued excluding the original shipping and return label cost.
ARE RETURNS FREE?
The shipping cost incurred for returning item/s to M.HIRAMATSU for an exchange or refund are not covered nor reimbursed by us.
HOW DO I REQUEST A RETURN?
To initiate a return, simply email us at info@mhiramatsu.com using the e-mail address used to place the order. Please include order number, your name, your address, which item you are returning and the reasons in your email.
(Please note that we are unable to refund initial shipping charges for goods returned, other than for faulty items. We are also unable to refund return postage costs.)
We request for you to ship the item back to us within 14 days after you receive the RETURN AUTHORISATION # from us.
Once the items have been received, we will send your new piece/s out or you will receive your refund (item price excluding initial shipping cost).
M.HIRAMATSU cannot be held liable for the loss of garments being returned. We recommend using a registered post service (EMS or similar) or courier service to return goods, and keeping a record of the shipping and tracking details until we acknowledge the receipt of your parcel.
WHERE DO I SEND MY RETURN TO?
We will provide you with the full address of our studio when we allocate your RETURN AUTHORISATION number to you.

Items returned without a valid RETURN AUTHORISATION # will be returned to sender and will not be processed.
WHAT IF THE ITEM I RECEIVE IS DAMAGED OR FAULTY?
We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item, please email us immediately at info@mhiramatsu.com so we can urgently review and resolve the matter