Refund policy

Refund Policy

We are committed to ensuring you are fully satisfied with your purchase. If, for any reason, you are not completely happy with the item you received, please review our return policy below.

Order Cancellation

Once your order is confirmed, we will begin the shipping process immediately, so you cannot cancel your order.
Also, Because orders are shipped internationally, exchanges cannot be made for products ordered incorrectly due to customer error so please order carefully.

Returns, Refunds, and Exchanges

1. If an item arrives damaged or defective

If the product arrives damaged or defective, you may request a refund or exchange.
Please email SHIWASU Customer Support at contact@shiwasu-shop.com within 7 days of receipt with the following details:
Your name, email address, name of the damaged product, order number, description of the damage, request for a refund or exchange, and photos of the damage, if applicable.

If the package shows signs of damage at delivery, please inspect the contents with the delivery agent present. If the item is damaged, refuse acceptance, and ask the delivery agent to initiate a return. Taking photos of the damage may help facilitate the claim process.
After refusing the package, contact SHIWASU Customer Support via email.

If damage is discovered after accepting the package, please email us with photos that clearly show the damage.
Once the damage is verified, we will proceed with either a refund or dispatch a replacement.
For refunds, only the product cost will be refunded; shipping fees, taxes, duties, and other charges cannot be refunded.
Refunds will be issued to the original payment method.
For replacement requests, we will cover the shipping cost of the replacement item. Please note that exchanges depend on stock availability, and we will contact you if an exchange cannot be fulfilled.
SHIWASU carefully inspects all products before shipping. Please understand that certain product characteristics from the manufacturing process (such as color variations, pinholes, dark spots, and crazing) are not considered defects.

2. If the Wrong Item Arrives

If an incorrect item is sent, we kindly ask that you return it to us. We will cover both the return shipping costs and the cost of re-shipping the correct item.
Please email SHIWASU Customer Support at contact@shiwasu-shop.com within 7 days of receiving the item, including the following details:
　Your name, email address, order number, and the name of the incorrectly received product
Please note that items ordered in error by the customer are not eligible for this policy.

3. Returns for Customer Preference (e.g., Size, Color, Style Issues)

Returns for personal reasons are accepted only if the item is unused and in its original packaging.
If you wish to return an item, please email SHIWASU Customer Support at contact@shiwasu-shop.com within 7 days of receiving the item with the following details:
　Your name, email address, order number, name of the product you wish to return, and the reason for the return
After we verify your return request and approve it, we will provide you with details on how to return the product.
When returning an item for personal reasons, please pack the product carefully in its original packaging and use a trackable shipping carrier. If the item is damaged during transit to our warehouse, it may not be eligible for a refund. Only items that are unused, unwashed, and in their original packaging will be accepted.
After we receive and inspect the returned item, we will email you regarding whether it is eligible for a refund. If approved, the refund will be processed within 10 business days to the original payment method.
Refunds apply only to the product cost; shipping fees will not be refunded. Therefore, all shipping costs for both the original delivery and the return will be the responsibility of the customer and will be deducted from the refund. Additionally, any taxes, duties, or other charges paid at the time of order will not be refunded.
If the returned item is not in its original condition or shows signs of use, it may not be eligible for a refund.

Please note

Please note that you are responsible for paying customs duties and providing all documents required by your country's customs.

If you refuse to pay these fees or provide them, the package will be returned to us or discarded.

If the package is returned or discarded due to your refusal to pay customs duties, it will be treated as a return due to your own refusal, and you will be required to pay the shipping costs incurred to return the package to us or the fees incurred to discard the package.

In this case, the total amount of the fees incurred to return or discard the package will be deducted from the total amount you paid for your purchase.

If you do not plan to collect the package yourself and intend to have someone else (such as a family member or representative) collect it on your behalf, we recommend sharing the necessary information in advance to ensure smooth collection and avoid any issues. Please be mindful of this if someone other than yourself will be picking up the package.