Change or cancel an order
You can change the address, size or items until your order is packed — usually within an hour.
Hana Kobayashi · Support Agent1 min read · Updated Aug 26, 2026
We start packing quickly, so the sooner you reach us the better. While your order says Processing, we can usually still change it.
What we can change
- The delivery address or apartment number
- Sizes and colors
- Adding or removing items
- Upgrading to express or overnight shipping
How to ask
- Open live chat from any page, or reply to your order confirmation email.
- Tell us your order number (it starts with NP-) and what you'd like to change.
- We'll confirm by email once it's updated.
Cancelling an order
If your order hasn't been packed yet, we'll cancel it and refund you in full, usually within the hour. Pay-later orders are cancelled with the provider at the same time, so no installments are taken.
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