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 ship internationally, including to the US, UK, Canada, Australia and EU. Available destinations and delivery options are shown at checkout.

Free standard shipping is available for eligible orders to the US, UK, Canada, Australia and EU. Availability and shipping charges for other destinations are shown at checkout.

See our Shipping Policy for details.

We cover import duties for most destinations, including the US, UK and EU. Customers are responsible for duties in Brazil and Türkiye, where shipping is available; any other exceptions will be disclosed before purchase.

Sales tax or VAT shown at checkout is separate from import duties. If you receive an unexpected duty request in a covered destination, please contact us before paying.

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.

Orders usually ship within 1–3 business days. The arrival estimates below start from payment confirmation and already include processing time.

• Local stock, when available: US, UK, Canada, Australia, France and Germany: 3–7 business days.
• International warehouse: US, Canada, Australia, France and Germany: 6–12 business days; UK: 6–9; other EU countries and Switzerland: 6–14; Asian countries: 5–10; other destinations: 7–20.

Business days exclude weekends and public holidays. These are estimates; holidays, customs or carrier delays may affect timing. Remote areas may take 15–30 business days. See our Shipping Policy for details.

Arrival depends on your destination and whether your kit is available in a local warehouse. For example, US orders are estimated to arrive in 3–7 business days from local stock, or 6–12 business days from our international warehouse.

These estimates start from payment confirmation and already include processing—there is no extra 1–3-day processing period to add. For other destinations, see the delivery times above or our Shipping Policy.

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.

Each kit comes with pre-cut wooden parts, DIY materials and step-by-step English instructions. LED lighting components are included where applicable.

Due to shipping safety restrictions, glue and batteries are not included. Please prepare your own if needed. Tools and other extras vary by kit and are listed in the product page’s In the Box & Extras section. For battery-powered kits, please prepare your own batteries.

Please prepare your own glue if your kit requires it. Glue is not supplied due to shipping safety restrictions; the guidance below can help.

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.