At Shibui Store, we approach returns and exchanges with the same care and attention to detail that defines our collection of Japanese crafts. Just as our artisans create each piece with intention and precision, we’ve designed this policy to ensure a serene and respectful resolution process should your purchase not meet your expectations.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days of your receipt date. To be eligible, items must be unused, in their original packaging, and in the same condition as when you received them.

Non-Returnable Items

In keeping with hygiene standards and the delicate nature of certain Japanese crafts, the following items cannot be returned:

  • Japanese Chopsticks (for hygiene reasons)
  • Japanese Incense (once opened)
  • Gift Items that have been personalized or customized
  • Items marked as “final sale” or “clearance”

Please Note: For items like Japanese Jewelry and Japanese Keychains, we can only accept returns if the original tags and packaging are intact.

Return Process

Follow these simple steps to initiate your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Authorization: We will respond within 2 business days with a Return Authorization Number and instructions.
  3. Package Your Item: Carefully repackage the item in its original packaging, including all tags and protective materials.
  4. Ship Your Return: Send the package to our address at 4199 Brown Street, Show Low, US 85901. We recommend using a trackable shipping service.
  5. Confirmation: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund or exchange.

Refund Timeline & Method

Upon approval of your return:

  • Processing Time: 3-5 business days after we receive your returned item
  • Refund Method: Your refund will be issued to your original payment method
  • Shipping Costs: Original shipping fees are non-refundable
  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error

Please note that depending on your payment provider, it may take additional time for the refund to appear on your statement.

Exchange Process

For exchanges (size, color, or different product):

  • Follow the same return process outlined above
  • Clearly indicate in your email that you prefer an exchange and specify the desired item
  • We will ship the replacement item once we receive your return
  • If the exchange item costs more, you will be charged the difference
  • If it costs less, you will receive a refund for the difference

Damaged or Incorrect Items

If you receive a damaged item or incorrect product, please contact us immediately at [email protected]. We will arrange for a prepaid return label and expedite your replacement at no cost to you.

Return Request Template

Please use this template when emailing your return or exchange request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Shibui Store Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Item(s) to Return: [Product Name(s) and Quantity] Reason for Return: [Please provide details] [For exchanges only:] I would like to exchange for: [Product Name, Size, Color, etc.] I confirm that the item(s) are unused and in original packaging with all tags attached. Please provide further instructions and your return address. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Contact Us

If you have any questions about our returns and exchanges policy, please don’t hesitate to contact us:

Email: [email protected]

Address: 4199 Brown Street, Show Low, US 85901

We approach each return with the same mindfulness that defines our collection of Japanese crafts, ensuring your experience remains respectful and serene.