Customer Care
Contact Us
Questions about an order, sizing, or anything else? Fill out the form below or email us at hello@namu-shop.live. We will do our best to respond within one business day. If you don't see our reply, please check your junk folder and add us to your contacts.
Processing & Handling
All orders ship from Houston, TX. We aim to ship all orders the same or next business day, Monday-Friday, excluding holidays. During sale seasons, shipping and handling may take additional days.
Domestic Orders
| US | ||
| Standard | 2-7 Business Days | $10. Free on orders of $100+ |
| Expedited | 1-2 Business Days | $35+ via UPS |
| US - Hawaii, Alaska, Puerto Rico | ||
| Standard | 3-5 Business Days | $15. Free on orders of $250+ |
International Orders
Effective Nov 5, 2026:
We've made international shipping easier. Orders now ship via DHL Express, and all applicable duties, taxes, and customs fees are calculated at checkout, so there are no surprises when your order arrives.
Please select your shipping country using the dropdown on our website. This will change the currency for all products. At checkout, you will see local payment methods and any applicable fees, and you have the option to pay everything up front.
At this time we are unable to accept returns or exchanges for orders shipped outside of the US. Please email us if you have any questions, and we are happy to help.
Order Cancellations & Shipping Address Changes
We cannot cancel your order once placed. If you need to update your shipping address or method, please email us immediately.
Lost Packages & Signature
If your package gets lost in transit, we will do everything we possibly can to assist you. Once proof of delivery is generated by the shipping courier, we cannot be held responsible for the package. If you'd like to request signature upon delivery, please select the signature required option at checkout.
Return Policy
For eligible US orders, we have a 7-day return policy. To receive a refund to your original payment method, the return must be initiated, shipped, and received by us within 7 days of the first attempted delivery. Returns received after 7 days are eligible for store credit only and must be postmarked within 7 days of delivery. We appreciate a speedy return as we operate on limited inventory as a small business.
| Return window | Credit method |
| Return received within 7 days of delivery | Refund to the original payment method |
| Return received after 7 days of delivery | Store credit (must be postmarked within 7 days of delivery) |
Start a Return or Exchange
Fill out the form below or email us at hello@namu-shop.live. We will provide return instructions within 24 hours. If you don’t see our reply, please check your junk folder and add us to your contacts.
Eligible Returns & Exchanges
Non-Returnable Items
- Items purchased on sale or with a promo code
- Items marked as Final Sale (socks, some accessories)
- Orders shipped outside the United States
Eligibility Requirements
- Be unused, unworn, unwashed, unaltered, and undamaged
- Be free of odors, stains, or other conditions that prevent resale
- Include all original tags attached
- Be returned in original packaging, if applicable (e.g., boxes, hangers, garment bags).
Unauthorized or ineligible returns will not be processed or returned to the sender. We cannot assume responsibility for lost packages without proof of delivery to our return address.
We reserve the right to decline return requests in case of a pattern of excessive returns. This policy helps us maintain a fair shopping experience for all customers.
Order Cancellations
Orders cannot be cancelled once placed. Please email us if you have any questions, and we are happy to help.
International Orders
Due to the extended transit times and higher shipping costs, we are unable to process returns or exchanges for orders shipped outside of the United States. Please email us if you have any questions, and we are happy to help.
Faulty/Damaged Products
We carefully inspect all products for quality before shipping. If you receive a product that is faulty or damaged, please email us within 48 hours of delivery. In our follow up email, we will request photos to help resolve the issue quickly.
Price Matching
To better serve our customers, Namu Shop is able to price match on full-priced items.
Please email us with a link that matches the following criteria:
- Full-priced item
- Same color and size available
- From a US based store
Accessibility
Namu Shop is committed to making our website accessible to everyone. We are working to improve namu-shop.live in accordance with the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA.
Our Accessibility Efforts
We continue to review and improve our website in these areas:
- Perceivable: alt text for product images, color contrast, resizable text and zoom, layouts that adapt to different screen sizes and orientations, and clear page structure for screen readers
- Operable: keyboard navigation, visible focus indicators, a “Skip to content” link, descriptive page titles and links, and touch targets sized for easy tapping
- Understandable: consistent navigation, a declared page language, clear form labels and error messages, and predictable behavior
- Robust: well-structured code and compatibility with assistive technology for menus, buttons, pop-ups and status messages (such as shopping bag updates)
Third-Party Services and Assistance
Some parts of our website, such as checkout and payment, are provided by third parties. If you have any difficulty using our website, please let us know, and we will gladly help you browse or place your order by email.
Need Assistance or Have Feedback?
Accessibility is an ongoing effort, and we welcome your feedback. Please contact us at hello@namu-shop.live with the page or feature involved and, if you can, your device, browser and any assistive technology.
Last updated: November 2026