FAQ's

We’re here to help! You can reach us through:

• Email: contact@hinooki.com
• Social media: Send us a message on TikTok or Instagram

For a full list of contact options and response times, check our Contact Us page.

Yes, we offer global shipping to customers worldwide. No matter where you’re located, we can deliver our products to your door.

We ship toall countries and regionsglobally! And for a limited time, we’re running a promotion: free shipping worldwide—no minimum order required.

Due to varying customs policies, some countries/regions may require additional taxes, which are beyond our control. However, rest assured that for most destinations, taxes are already included in the product price—no extra fees needed.

We partner with local leading couriers to ensure reliable delivery. For example, UPS in the United States, Royal Mail in the United Kingdom, and other trusted regional providers based on your location.

We want you to love your purchase, but if you need to return it, we’re here to help! Simply email our team, and we’ll guide you through the return process step by step.

We offer a 30-day risk-free return policy. Please note:

• Items must be returned in their original packaging, unused, and in the same condition as received, with proof of purchase.
• Returns that don’t meet these criteria may be refused.
• If returning due to a change of mind (e.g., “I no longer want it”), you’ll be responsible for return shipping costs.
• Do not send packages directly—contact us first to get the correct return address.

For issues like damaged items or wrong deliveries:Please keep all packaging and contact us immediately at contact@hinooki.com. We’ll resolve it promptly at no extra cost to you.

[Click here] to read our full return policy.

Yes! Our system automatically sends email updates for key order milestones, including:

• When your order is successfully placed
• When your package is shipped (with tracking details)
• When delivery is confirmed
• If your order is refunded

If you don’t see these emails, please check your spam folder, verify the email address used for the order, or reach out to our team for assistance.

To cancel or change your order, please contact us at contact@hinooki.com within 24 hours of placing it. We’ll process your request as quickly as possible.

Note: Once an order has been shipped, we can no longer make changes or cancellations.

Delivery times depend on your location:

Processing time: 1–3 business days (to prepare and dispatch your order).

Shipping time:

• Orders from our US, UK, or Australia warehouses: Typically 5–8 business days (for in-stock items).
• If items are out of stock locally (shipped from our international warehouse): 7–14 business days.
• For other countries: 10–20 business days for international delivery.

Total time = Processing time + Shipping time.

Your order will take 1–3 business days to process after placement. Estimated arrival time is the sum of this processing period plus shipping time, which varies by destination (see details in “How long will it take to receive my order?” for specifics).

Your order may arrive in multiple packages if:

• Items ship from different warehouses (USA/UK/AUS...)

• Large orders require separate boxes But don't worry! You'll receive:

• Individual tracking numbers

• Shipping notifications for each package • Priority consolidation when possible

Personalization options vary by product and are determined by the item’s design. Check the product page for details—any available customization choices (e.g., engravings, color tweaks) will be clearly listed there.

Every kit contains pre-cut precision wooden pieces, pre-painted details for authentic textures, illustrated step-by-step instructions, LED lighting components (where applicable), and all specialty materials needed to bring your miniature world to life. Due to international shipping regulations, glue and batteries are excluded - but we'll guide you to the perfect adhesive solution!

Some of our kits do not require liquid glue, as they include double-sided tapes or stickers inside the package.

When your kit does call for glue, we recommend using clear craft adhesives:

• Silicone-based glue — dries quickly and provides a very strong hold, ideal for delicate miniature assembly.
• White PVA glue — works best for bonding paper and wooden pieces, offering a clean and reliable finish.

These options ensure your miniature stays sturdy and neat throughout the build.

We carefully inspect every kit before shipping. However, if any part arrives missing or damaged, please submit a request through our Parts Replacement Service page.

We offer one free parts replacement within 90 days for every order.

You can also contact us directly at contact@hinooki.com, and our team will get back to you as soon as possible.

We accept several convenient payment options, including:

• Credit/debit cards (Visa, Mastercard, American Express, etc.)
• Shop Pay, Apple Pay, Google Pay
• Klarna, PayPal

Our website displays prices in US Dollars (USD) by default. If your local currency differs, don’t worry—our system will automatically convert the total to your currency using real-time exchange rates during checkout. You’ll see the final amount in your preferred currency before confirming payment.