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FAQs

We've put together a list of the questions we're often asked by our customers and the answers below. We hope it helps answer your queries but, if not please drop us a line or call us and we’ll be happy to assist.   

  • Do I need to set up an account before ordering?
    No, you dont need an account to order but, there are lots of great reasons for opening an account as it allows you to: View the staus of your orders and browse through past purchases. Store your card details safely and securely for a faster checkout experience. Manage the delivery addresses you frequently use all in one place. Become part of our community and receive special offers and discounts when avaiable. We'd love you to join us!
  • Will my card details be safe on your system?
    It goes without saying that the safety and security of your personal information, especially your card details, is incredibly important to us. Nara is fully PCI-compliant, which is the industry standard established by the five largest credit card providers. See pcisecuritystandards.org for further information. We also have implemented lots of extra security to make sure shopping with us is as safe as it can be. If you’re into techy stuff here are the full details: PCI-compliant payment processing Secure on-site and in-app checkout with HTTPS/TLS data encryption Common fraud attack protection with Wix’s AI and rule-based risk system 3D Secure 2 authentication at checkout for EU card payments
  • Do you accept orders over the telephone?
    We’re as pleased as punch with our website but, if you’d like help ordering please do call us on +447968 720311 (Mon-Fri 9am-3pm) and we’ll gladly help.
  • Can I cancel my order once it's been placed?
    Once your order has been carefully packaged and handed over to the courier we are not able to cancel your order but, we’ll happily help you return the item to us – see our Delivery & Returns Policy for more details. If you're order has not been handed over to the courier please contact us and we'll see if we can reverse the order for you.
  • How much will delivery cost?
    Standard UK Delivery Our standard postage and packing fee is £5. For larger, fragile or heavy items, the fee is slightly higher between £9-£15 depending on size and weight. Don’t worry, we’ll do all the hard work at the checkout and calculate this for you based on the items in your basket.
  • When will my order be delivered?
    We know how excited you are about your purchase so we’ll pick and carefully package it as quickly as we can – usually within 24 hours of receiving your order. Delivery takes 1-2 days so please allow 3-5 days for your parcel to arrive. We are a small business so, at busy times it may take a little longer. If you are buying something as a gift or, for a special occasion and need it by a specific date, please add a note with your order or email us and we’ll do our best to help.
  • Do you offer international delivery?
    If require a delivery outside the UK, please email us at alexandra@nara-cambridge.com and we'll give you details of the delivery charges.
  • How is the delivery charge calculated?
    We know how much of an unwanted surprise delivery costs are when you come to paying for your purchase. However, as an online retailer we tread a fine line between cost of delivery and broken products and from our experience cutting corners on delivery is not the answer. So, we’ve done our best to balance cost and quality when choosing our couriers and have chosen to absorb some of the costs of delivery to try and keep the unwanted surprise as low as we can.
  • Do you offer a click & collect service?
    We don’t currently offer Click & Collect but, it is something which we are looking at offering in the near future. In the meantime, why not take advantage of free local delivery.
  • Where do I have to live to be eligible for free local delivery?
    You'll need to live roughly within a 10KM radius of the centre of Cambridge. But, don't worry our webiste will work this out for you at the checkout.
  • Can I return an item if I change my mind?
    We’re optimists and like to think that our customers will be please with every purchase. But, if you’re not, or you simply change your mind once its arrived, that’s okay. We are happy to accept returns as long as you contact us up to 14 days after the day you (or someone you nominate) receives the goods. If the goods are split into several deliveries over different days, then you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods. Items must be returned within 28 days of delivery. An item must be returned with its original packaging, with its labels intact and with no signs of use. Simply email us at alexandra@nara-cambridge.com and explain the reason for returning your purchase. We will let you know what happens next. You can find more information on our Delivery & Returns page.
  • How do I return an item?
    We are happy to accept returns as long as you contact us up to 14 days after the day you (or someone you nominate) receives the goods. If the goods are split into several deliveries over different days, then you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods. Items must be returned within 28 days of delivery. An item must be returned with its original packaging, with its labels intact and with no signs of use. Simply email us at alexandra@nara-cambridge.com and explain the reason for returning your purchase. We will let you know what happens next. You can find more information on our Delivery & Returns page.
  • What do I do if my order is damaged on arrival?
    We take time and care when packaging your purchase to make sure it arrives in tip-top condition. However, we know that sometimes things can go wrong between our door and yours. If this is the case, please get in touch by email or telephone as soon as possible. Replacements are like-for-like and will be dispatched as soon as the damaged item arrives back with us. If a product is not available, a refund equivalent to the original purchase price will be offered.
  • How long do I have to return an item?
    We are happy to accept returns as long as you contact us up to 14 days after the day you (or someone you nominate) receives the goods. If the goods are split into several deliveries over different days, then you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods. Items must be returned within 28 days of delivery. You can find more information on our Delivery & Returns page.
  • WIll the delivery charge be refunded?
    You will be responsible for covering the cost of returns (including where you are exercising your right to change your mind). Please refer to our Terms & Conditions for details of the circumstance under which we will pay for a return. ​ We recommend that you use a signed-for or tracked returns service. We will not be liable for any damage or loss occurring during the return.
  • What is your sustainability policy?
    We are what’s termed as a 'micro' business but, despite our diminutive size, we are trying to do all we can to reduce our impact on the planet. We make no bones about working with carefully chosen craftsmen and women who have been hand-picked because they are the very best at what they do and are treated compassionately and fairly by their employers but, this does mean that our products sometimes have to travel a fair distance to get to us here at Nara Cambridge. We are acutely aware of this and, try and move as much of our stock by train instead of planes and boats as we can, because we know it is better for the environment. We also reuse and recycle as much packaging as we can. This means that sometimes, the outer packaging your purchase arrives in might not look its best but, we believe it’s worth it for the sake of our planet. We are also doing all we can to work with suppliers who care about the planet as much as we do - everyone from the companies which print our labels to our couriers. We know we are not perfect and, our contribution is 'micro' but, we’re making improvements all the time and will continue to do so, as it really does matters to us. And, if if you're reading this, it obviously matters to you too.
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