policy

Thank you for using NoelHatch. We would like to explain all important policies and terms of our EC site in detail so that you can purchase our cement art works with confidence. Our brand prioritizes transparency and reliability, and aims to build a good relationship with our customers.

1. Introduction

NoelHatch's mission is to bring emotion and comfort to your space through unique cement art pieces handcrafted by our plasterers. In order to ensure that our customers can purchase our works with peace of mind, we have detailed the following policy regarding our website's management policy, handling of personal information, from ordering to delivery, and in the unlikely event of an emergency. If you have any questions, please feel free to contact us at any time.

2. Privacy Policy

Customers' personal information is one of our most important assets. We are committed to protecting our customers' privacy and will manage and use personal information appropriately in accordance with the following policy.

  • Information collected:

    • Name, address, telephone number, email address

    • Credit card details (securely processed through a payment service provider)

    • Purchase history, browsing history, inquiry history

    • IP address, browser information, device information (to improve the site)

    • Information collected through cookies and similar technologies

  • How we use your information:

    • To ship ordered products, settle payments, and make related contact

    • To respond to inquiries and consultations regarding products and services

    • To provide information about our brand's products, services, events, and campaigns (email newsletters, etc.)

    • To improve our brand's services, develop new services, and engage in marketing activities

    • To prevent and respond to fraudulent activity

    • To display content and advertising tailored to your interests and needs

  • Provision of information to third parties:

    • Except as required by law, we will not provide personal information to third parties without your prior consent.

    • However, we may provide information to the extent necessary to companies (delivery companies, payment service providers, system providers, etc.) that we outsource to carry out tasks necessary to provide our brand's services, such as product delivery, payment processing, and customer support.

  • Use of Cookies and Other Technologies:

    • This website uses cookies and similar technologies to improve customer convenience, improve the site, and deliver advertisements. Information collected by cookies does not include information that can identify a specific individual.

    • You can restrict or reject the use of cookies by changing your browser settings, however, if you do so, you may not be able to use some of the functions of this website.

  • Safety management of personal information:

    • In order to prevent the leakage, loss, damage, etc. of your personal information, we will take technical and organizational safety control measures and manage it appropriately.

  • Your rights:

    • Customers can request their own personal information to be disclosed, corrected, deleted, or suspended from use, etc. When making a request, we will respond promptly within reasonable limits after verifying your identity.

3. Description based on the Specified Commercial Transactions Act

This notation is mandatory for e-commerce site operators in Japan.

  • Seller name: NoelHatch

  • Representative name: Saki Takeuchi

  • Address: 4-1-5 Nakamikunigaokacho, Sakai-ku, Sakai-shi, Osaka 590-0022

  • Telephone: 080-6211-0601

  • Email address: SakiChihaya@outlook.jp

  • Website URL: [Your e-commerce website URL]

  • Sales price: The price displayed on each product page (tax included)

  • Required fees other than the product price:

    • Bank transfer fee (if you choose bank transfer)

  • Payment Method:

    • Credit card payment (Visa, Mastercard, American Express, JCB, etc.)

    • Bank transfer

  • Payment Term:

    • Credit card payment: Payment is confirmed at the time of ordering

    • Bank transfer: We will send you an automatic email with details on the bank account to transfer to.

  • Delivery time:

    • In-stock items: Shipped the next day after order confirmation (date and time can be specified)

    • Made-to-order products: After the production period indicated on each product page, the product will usually be shipped within 4 days after production is completed.

  • Returns and Exchanges:

    • For details regarding product returns and exchanges, please see our Refund Policy.

4. Refund and Return Policy

To ensure that our customers can purchase our works with peace of mind, we have established clear rules regarding returns, exchanges, and refunds.

  • In case of initial defects or damage during delivery:

    • Please contact our representative (SakiChihaya@outlook.jp) within 7 days of receiving the product. Please attach a photo showing the damage.

    • We will cover shipping costs and promptly send you a replacement item or provide a full refund, if you prefer.

    • Since many of our brand's products are one-of-a-kind, it may be difficult to provide an exchange item. In that case, we will consult with you and offer a refund or a replacement item.

    • In order to deliver our products safely, we use original wooden boxes made especially for our products and take great care in packaging, and also provide shipping insurance . Please rest assured that we will be able to provide you with peace of mind in the unlikely event of damage.

  • In case of return or exchange due to customer's convenience:

    • Please contact our brand representative within 7 days of receiving the product.

    • We will accept returns and exchanges only if all of the following conditions are met.

      • Unused and unopened

      • All accessories and packaging materials are included

      • There are no scratches or stains on the product during its delivery

    • The customer will be responsible for the shipping costs for the return and the bank transfer fees for the refund.

    • We cannot accept returns or exchanges for custom-made products, customized products, or products that are marked as "non-returnable."

  • Return/exchange procedure:

    1. Please check the above conditions and contact customer support within 7 days of receiving the product.

    2. We will reply to you with instructions on how to return or exchange the item.

    3. Follow the instructions to pack and return the item.

    4. Once we have inspected the returned item, we will either ship a replacement or process a refund.

  • About the refund:

    • Refunds will be processed as soon as the product arrives at our store and we have checked its condition.

    • If you paid by credit card, the refund will be sent via your credit card company. The timing of the refund will vary depending on the card company's closing date.

    • If you paid by bank transfer, the refund will be made to the bank account you specify.

  • Non-returnable items:

    • Products that have been delivered more than 8 days ago

    • Products that have been damaged or soiled by the customer

    • Used or processed products

    • Items that are missing tags, accessories, or packaging materials

    • Made-to-order, customized, and non-returnable items

5. Shipping Policy

We take great care to ensure that your precious cement artwork is delivered safely and securely.

  • Shipping time:

    • In-stock items: Your order will usually be shipped within 3 days.

    • Made-to-order products: The production period is indicated on each product page. After production is completed, the product will usually be shipped within 4 days.

    • We will contact you by email as soon as your item is ready to ship.

  • Shipping Method and Tracking:

    • We mainly use the following delivery companies:

      • Domestic shipping: Shipped by Yamato Transport.

    • A tracking number will be provided for all shipments. You will receive a shipping confirmation email with the tracking number and URL so you can check the delivery status.

  • Shipping : Free shipping nationwide.

  • Packaging: Our cement art pieces are delicate and individually handcrafted. In order to protect the pieces from shocks during shipping, we use original wooden boxes and other secure packaging.

    • We use the most suitable cushioning material according to the size and shape of your item and deliver it with safety as our number one priority.

6. Payment Methods

We offer the following payment methods to ensure smooth payment for our customers.

  • Credit card payment:

    • We accept major credit cards including Visa, Mastercard, American Express, and JCB.

    • We take security to the extreme and your card details are encrypted and processed securely through our payment service provider.

  • Bank transfer: You will receive an automated email with details on how to transfer the money.

7. Contact Us

If you have any questions or concerns, please feel free to contact us.

The representative himself will respond promptly.

  • Email address: SakiChihaya@outlook.jp

  • Phone number: 080-6211-0601 (Hours: Weekdays 10:00-18:00)

  • Inquiry form: https://noel-hatch-net.jp/contact/

8. Copyright and Intellectual Property Rights

The copyright and other intellectual property rights for all content (text, images, artwork designs, logos, videos, etc.) posted on this EC site belong to NoelHatch or third parties with legitimate rights. Copying, reprinting, modifying, distributing, publicly transmitting, etc., of this content beyond the scope of personal use without permission is strictly prohibited.

9. Disclaimer

  • The brand makes no guarantees regarding the accuracy, completeness, usefulness, safety, etc. of the information on this website.

  • The brand assumes no responsibility for any damages incurred as a result of the use of this website.

  • The brand assumes no responsibility for the information on other websites linked to this website.

10. Changes to this Policy

The brand may review and revise the contents of this policy as appropriate in response to amendments to laws and regulations, changes to business operations, etc. The revised policy will take effect from the time it is posted on this website.

Establishment date: July 6, 2025