■What is Unknown Upstairs?

Unknown Upstairs is a platform that introduces Japanese artists, hidden culture, and unique creative perspectives to the world through apparel, art, and curated products.

■What makes Unknown Upstairs different?

We focus on storytelling, independent creativity, and cultural connection rather than fast-moving trends. Our mission is to share overlooked creative voices and unique perspectives from Japan with a global audience.

■Where do you ship?

We currently ship within the United States only. International shipping may become available in the future.

■How long does shipping take?

Most of our products are made to order.

Estimated delivery times:

• Production: 2–7 business days
  
• U.S. shipping: 3–7 business days
  

Please note that delivery times are estimates and may vary due to carrier delays, holidays, weather conditions, or production volume.

■Why was my order shipped separately?

Some items may be produced at different facilities. As a result, your order may arrive in multiple packages.

■Can I track my order?

Yes. We will send a tracking number by email once your order has shipped.

■Why hasn't my tracking information updated?

Tracking information may take 24–72 hours to appear after shipment. If there are no updates after several business days, please contact us and we will be happy to assist you.

■What should I do if my package is lost?

Please contact us if your package appears to be lost in transit. We will work with the shipping carrier and our fulfillment partner to help resolve the issue.

■Do you offer free shipping?

We occasionally offer free shipping promotions on qualifying orders. Please check our latest announcements for current offers.

■Are your products made to order?

Yes. Most products are printed and produced after an order is placed. This helps reduce overproduction and supports a more sustainable production process.

■Will the printed colors match the product photos exactly?

Actual colors may vary slightly due to monitor settings, lighting conditions, fabric materials, and the printing process.

■How do I choose the right size?

We recommend reviewing the size chart provided on each product page before placing your order.

■Are your garments oversized?

Some products are intentionally designed with oversized or relaxed fits. Please refer to the product description for specific fit information.

■How should I care for my apparel?

For best results, we recommend:

• Washing garments inside out
  
• Using cold water
  
• Avoiding high-heat drying
  
• Avoiding direct ironing on printed areas
  

These steps help preserve the quality of the print and fabric over time.

■Do you accept returns or exchanges?

Because our products are made to order, we generally do not accept returns or exchanges for sizing issues, change-of-mind purchases, or buyer's remorse.

Please review product details and sizing information carefully before placing your order.

■What should I do if my item arrives damaged or incorrect?

Please contact us within 7 days of delivery and include:

• Your order number
  
• Photos showing the issue
  

We will work with our production partner to resolve the problem as quickly as possible.

■Can I cancel my order?

Orders may be canceled only before production begins. Once production has started, cancellations are no longer possible.

■What payment methods do you accept?

We accept major credit cards, Shop Pay, PayPal, and other payment methods available at checkout.

■Is checkout secure?

Yes. All payments are processed securely through trusted payment providers.

■Do you collaborate with artists?

Yes. Supporting independent artists and creators is one of the core ideas behind Unknown Upstairs.

■How does Unknown Upstairs support artists?

We create opportunities for independent artists by introducing their work to a global audience through collaborative products, storytelling, and cultural exchange.

■How can I collaborate with Unknown Upstairs?

Please contact us through our contact page or Instagram and include:

• Your portfolio
  
• Social media accounts
  
• A short introduction
  

We are always interested in discovering unique creative voices.

■How can I contact Unknown Upstairs?

For support or collaboration inquiries, please reach out through our contact form, Instagram, or email.

We typically respond within 2–5 business days.

■Why does my package show a different company as the sender?

Some products are produced and shipped through our trusted fulfillment partner. As a result, the sender information may differ from the Unknown Upstairs brand name.

■Are customs fees included?

For U.S. orders, customs fees generally do not apply.

■Will sold-out products be restocked?

Some products may return in future releases, while others are offered as limited collections. Follow us on Instagram for updates on future drops and restocks.