Refund policy

We want you to love your purchase. If you're not completely satisfied, you have 14 days after receiving your item to request a return for a full refund.

Eligibility for Returns

To qualify for a return, your item must be in the same condition you received it in: unused, unworn, with all original tags, and in its original packaging. A receipt or proof of purchase is required.

How to Start a Return

To begin a return, please email us at support@shibuishop.com. If your return is approved, we'll send you a return shipping label along with instructions on how and where to send your package. Returns sent without prior approval will not be accepted.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if your item arrives damaged, defective, or incorrect. Email us at support@shibuishop.com with your order details and photos of the issue. Our team will assess your case and get back to you with the appropriate resolution — whether that's a replacement or a refund — as quickly as possible.

Custom & Personalized Jewelry

All custom and personalized jewelry pieces are made to order and are therefore non-refundable. However, if your custom item arrives damaged or defective, please contact us at support@shibuishop.com right away. Our team will review your case and arrange a replacement or refund accordingly.

Items That Cannot Be Returned

We do not accept returns for perishable goods, personal care products, hazardous materials, sale items, or gift cards. If you're unsure whether your item is eligible for a return, feel free to reach out to us at support@shibuishop.com.

Exchanges

The quickest way to get the item you want is to return the item you have. Once your return is accepted, place a new order for the replacement item.

European Union 3-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason. Items must be in unused, original condition with tags and packaging, and you must provide proof of purchase.

Refunds

We will notify you once your return has been received and inspected. If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@shibuishop.com.