At Shibui Store, we approach shipping and returns with the same mindfulness and attention to detail that defines our curated collection of Japanese crafts. Each piece in our store reflects the artistry and precision of Japanese craftsmanship, and we extend this thoughtful approach to every aspect of your shopping experience.

Shipping Information

Order Processing

We carefully prepare each order with the respect it deserves. Please allow 1-2 business days for order processing before your items ship.

Shipping Methods & Timeframes

We offer two shipping options to accommodate your needs:

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipping
  • Includes tracking and insurance
  • Recommended for time-sensitive orders

Free Shipping

  • Available for orders of $50 or more
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipping
  • Includes basic tracking

Please Note: We ship worldwide, with the exception of certain Asian countries and remote regions. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges Policy

We’ve designed our returns process to ensure a serene and respectful resolution 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 and in the same condition as received
  • In the original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase

Non-Returnable Items

In keeping with hygiene standards and to honor 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”

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

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

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 shipping or returns policy, please don’t hesitate to contact us:

Email: [email protected]

Address: 4199 Brown Street, Show Low, US 85901

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