General Policy

All sales are final, and we are therefore unable to offer returns, exchanges, or refunds. Shipping and handling costs are nonrefundable.

If an item you received is incorrect, defective, or damaged, please contact us within seven days of receiving the item. We want to make it right and will do our very best to help you!

Incorrect, Defective, or Damaged Items

Inspect your order upon delivery to check for any incorrect, defective, or damaged items. If you need assistance with your order, send an email to info@shibukawaii.com within one week of the package's arrival. In the email, please include the following information:

• The order's ID number
• A detailed explanation of the problem
• A clear, close-up photo of the problem
• A clear photo of the problem with the order’s packing slip and shipping label
• Keep the item’s box and other packaging in case a return is necessary

We will get back to you as quickly as we can with a solution!

Please note: sizes, shapes, and colors of each individual item vary slightly. There may be subtle variations in the appearance of items like ceramics and pottery. “Imperfections” on these items are often not defective and not damaged. If you notice any potential damage that may have occurred during transit, please contact us. We will work with you to figure out what is happening and provide a solution if needed.

Non-Eligible Conditions

We are unable to offer assistance with incorrect, defective, or damaged items in the following scenarios:

• We are contacted over one week after your package is officially marked as delivered in the online tracking information
• The damage is inflicted by the recipient after delivery
• Clear images are not provided to us upon request
• After assessing your images, the item is not deemed to be damaged or defective

Please note: the product's outer packaging is designed to protect the product itself, and damage limited to the outer packaging will not be considered damage to the product.

Misdelivered Packages

If you have trouble tracking down a shipment, please contact your local post office and/or parcel carrier for assistance. The shipping carrier used will be listed on your shipping confirmation email. We ask that you file a claim for any lost or missing packages with your chosen shipping carrier. It is your responsibility to report lost/stolen mail to your local postal service.

All orders come with tracking and insurance. In the very rare scenario that a package is deemed lost by the carrier, please contact us so we can file an insurance claim and issue a refund for your order.

If your order is returned to us due to an incorrect shipping address, failure to claim the package, or any other mistake or negligence on your part, we reserve the right to charge you an additional fee before resending or refunding the order.

Once orders are shipped, Shibu Kawaii is not responsible for lost, stolen, or misdelivered packages. Orders placed on our website are shipped via a third-party carrier, and as such risk of loss and title for goods ordered pass onto you upon our delivery to the carrier. 

Resolving Problems

If there is something wrong with your order, we want to provide a personalized solution for you! We highly recommend resolving issues directly with us and not externally through payment disputes.

Please note: if you choose to resolve the issue externally through chargebacks, you will not be able to shop with us again.

We try our best to process and ship your order as fast as we possibly can. Because of this, your order is immediately processed for shipping after your payment method has officially been accepted. At this point, your order cannot be canceled. 

However, if you really must cancel your order, please send an email with the subject line "Cancellation" to info@shibukawaii.com. Include your name and the order's ID number in the email. We will do our best to assist you, but we cannot guarantee cancellations.