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General Questions
Q: “Where can I find X product?”
Know exactly what you want? Or perhaps you're just searching for a particular character to buy? Use the amazing search box at the top right of the page (or magnifying glass for mobile users🔎) and search for what you are after!
9 times out of 10, this will show you exactly what you were wanting and maybe some little extras you didn't even know existed!
Q: “When will X be in stock again?”
Unfortunately not all items are restocked and collections to become limited editions, while I do strive to order a lot of each product, they will also cycle in to newer and better products!
So if there is something particular you are wanting, please do not hesitate as it may not last long!
Q: “What if I want a specific blind bag/gatcha item?”
The thrill of blind bag/gatcha items is in the surprise! Similar to trading cards, it might take a number of tries to get the one you want.
While we don't officially offer a trading platform, we do have a channel on our Discord for trading purposes.
Accounts & Registration
Q: “Do I need an account to place an order?”
No, you don't need an account to place an order. However, we recommend creating one to enjoy perks such as sales notifications, easy access to your order history, and a smoother checkout process.
Orders & Payments
Q: “Can I cancel or modify my order?”
While we do strive to package and send our orders as soon as possible, for a limited time after you order you will be provided the chance to make any further changes to your address or ordered products (Roughly 12 hours after placing the order or until we have packaged and marked as fulfilled)
Outside this time, we cannot guarantee anything but please feel free to try using the Contact Us page
For commission orders, once the work has started, we're unable to cancel the order as planning, time, and work have already been put into it.
Q: “I have placed multiple orders, can I combine them at all?”
If your orders have only just been placed and have not yet shipped, and you are unsure how to modify your order through the self-serve portal, please get in touch with us as soon as possible. We'll do our best to assist you.
However, please note that once items have been shipped, we are unable to combine orders.
Q: “What payments do you accept?”
All the currently accepted payment types are shown (but not limited to) at the bottom of the page.
A few of the main methods are:
- Mastercard
- Visa
- AMEX
- PayPal
- ShopPay
Q: “Where is my order confirmation?”
Sometimes, order confirmations can take a little time to arrive. If you haven't received yours, it's a good idea to double-check that you've provided the correct email address and also look in your junk mail folder.
If you're sure you haven't received it, please reach out to us and we'll assist you.
Q: “Do you collect/process VAT? (EU/UK)”
Currently we are unable to collect VAT due to our shipping method not supporting it and all EU orders will be DDU (see below for details) untill further notice
Q: “What is DDU compared to DDP?”
DDP (Delivered Duty Paid) and DDU (Delivered Duty Unpaid) are terms used in international shipping that determine who is responsible for paying customs duties and taxes on an order.
- DDP (Delivered Duty Paid): In a DDP shipment, the sender is responsible for paying all the duties, taxes, and customs clearance fees. For orders under 135 GBP to the UK and under 150 EUR to the EU, they collect VAT at checkout and manage these costs for you. This means you won't have to pay anything extra when your package arrives.
- DDU (Delivered Duty Unpaid): In a DDU shipment, the recipient (that's you!) is responsible for paying any duties, taxes, and customs clearance fees that are charged once the package reaches your country. For orders exceeding the above amounts, we send the packages DDU. You'll need to organise and pay for VAT/duties with your local customs office.
Please be aware that if duties and taxes are not paid, the package may be held by customs or returned to the sender. We recommend checking with your local customs office for more information on what these charges might be.
Shipping & Delivery
Q: “How do I track my order?”
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on the Australia Post website.
Q: “Do you have a physical store?”
Unfortunately no... (t yet) but we can at times offer a pick up option when a upcoming convention is happening so you can avoid shipping costs!
Please be weary that you will need to ensure you pick up your order during the convention to avoid needing to pay shipping afterwards.
Q: “What counties do you ship to?”
We are able to ship to all countries that accept the items you have ordered through their customs as well as accept packages from Australia
To find a detailed list of supported countries, please see the Australia Post website. You can also review the Australia Post Service Updates for any delivery disruptions.
Q: “How much is shipping?”
The cost of shipping can vary depending on the weight and size of the product. The shipping cost will be calculated and displayed during the checkout process.
Q: “Why is shipping quite expensive? (International)”
As I am from Australia, unfortunately all air freight to other countries is expensive due to the sheer distance and limited options.
Q: “Do you have express shipping options?”
Yes, we do offer express shipping options. All our shipping is handled by Australia Post, which offers both standard and express shipping.
Q: “When will my order arrive?”
The delivery timeline can vary depending on your country and its customs clearance process. Normally, it can take anywhere from 1 to 4 weeks. For more accurate information, we recommend checking your order's tracking status.
Q: “Do you offer free shipping?”
Yes we do, due to the differences in shipping costs for different zones around the world, there are a few different prices/goals for free shipping.
Issues & Returns
Q: “I have received the wrong items, what happens now?”
We're sorry for the mix-up. Please get in touch with us as soon as possible via our Contact Us form at the bottom of this page!
If you could also include a clear photo of the items and the packaging, it will help us rectify the situation more efficiently.
Q: “Can I return/exchange items?”
Please see our Refund Policy for more in-depth details, but as a TL;DR we can accept returns of standard (non-limited edition/services/pre-order) items but this will be at the shipping and potential restocking cost to yourself.
For further clarity, please feel free to reach out through the Contact Us page.
Q: “My order arrived damaged/not as expected, what can I do?”
We're sorry to hear that. Please see the steps below for what to do when this happens:
- Take a photo of the packaging, your order number and clear photos of any damaged items
- Take the damaged items and packaging (with the tracking number) to your local post office as soon as possible, you may be able to also do this online if your post can handle that, as this is a requirement by most national postage companies (So they can lodge an official report)
- Please reach out to us via our email (support@nominno.com) with your Order number, Tracking number, photos of the packaging and photos of damaged items.
While this process may be a little tedious and painful, this is so we can get you the best results and ensure you have your hands on non-damaged goods from our store!
Q: “My order has not arrived at all, what do I need to do?”
Firstly, we recommend checking the tracking information (if applicable) to see the last known location of your order.
If your order has been delayed for some time, please let us know though the Contact Us form below. Be sure to provide your tracking and order numbers so we can assist you efficiently.
Commission Questions
Q: “How do I order a commission?”
We're thrilled that you're considering a custom commission! To place an order, visit our Commissions page.
There, you'll find a form to fill out with all the details we'll need to create your chibi masterpiece. We can't wait to bring your vision to life!
Q: “How long do commissions take?”
The timeframe for completing commissions can vary due to factors like queue length, ongoing events, and ongoing projects.
Communication times between the artist and the buyer throughout the different stages can also affect the timeline. We strive to keep you updated on the progress as we go.
Q: “What is the difference between Personal, Commercial printing & commercial ownership licenses?”
With a Personal license, you can use the image for yourself only - this excludes usage for streaming avatars, business products, etc.
The Commercial Printing license allows you to print the image on products to sell to your customers.
The Commercial Ownership license gives you almost complete freedom with the image; it becomes your artwork once handed over.
For more detailed information, please visit the commissions page for more details.
Q: “What if I want something changed?”
During the commission process, you have the opportunity to request two revisions: one for the draft and one during the coloring stage. If you require further changes beyond this, additional charges may apply due to the time and effort involved in making alterations to the artwork.
Q: “What won't you draw?”
There are certain themes and subjects we avoid, including mecha and politics to name a few.
Q: “Someone else made X product with a commission I ordered as a personal/commercial printing license, how??”
The Personal and Commercial Printing licenses do not grant you ownership of the image. The artist retains the rights to the image and can sell the license to other people or businesses. To avoid this, consider opting for the Commercial Ownership license.
Q: “How will I receive the files when they are done?”
You will receive the completed files via email in a .zip folder, which will include the brief and the images requested.
Q: “How do I contact you about my commission in progress?”
You can reach out to us either via live chat, social media or email. If you choose to contact via social media, please make sure to specify which commission your query is regarding in your initial message.