This page provides all the important information regarding the purchase of our products.
About our products
Products listed in the online store are also sold in physical stores. For this reason, stock levels may differ depending on the timing of inventory updates in the online store and the timing of your order. We appreciate your understanding.
Prices are shown as the displayed amounts (displayed price, tax included). Details such as size and materials are listed on each product page, so please check there.
Gift wrapping
All products come with complimentary simple wrapping. If you would like gift wrapping, please select the corresponding gift wrapping from the gift products list when ordering.
Payment
Credit cards (VISA / MASTER / JCB / DINERS CLUB / American Express), bank transfer, and electronic payment (Apple Pay) are accepted.
Please note: For security reasons, we do not, as a rule, send credit card transaction receipts. Please use the statement sent by your credit card company in place of a receipt. *
Depending on your usage status and other circumstances, we may ask you to change to a different payment method. * For credit card
payments, we will obtain authorization for your card on the website at the time of your order. Please note that if this authorization is not obtained, your card cannot be used and your order will not be confirmed.
Bank transfer
Bank transfer fees are to be borne by the customer.
For bank transfer payments, if we cannot confirm receipt of payment within 7 days of ordering the product, the order will be automatically cancelled. Thank you for your understanding.
Shipping
We ship within 7 days after payment is confirmed. For custom-made items and the like, please consult with us separately. For credit card payments, shipping can be arranged from 4 days after the order is received, in line with your requested delivery date and time. If no date is specified, we ship within 7 days. If you choose bank transfer, shipping will be arranged after payment is confirmed. For items ordered in from suppliers, shipping takes place after the item arrives. Please note that if the carrier's storage period has passed, fresh flowers will need to be purchased again.
As a rule, we ship via Yamato Transport. (We are unable to accept requests for a specific carrier.)
Domestic shipping (Japan)
Simple packaging (Nekopos): ¥440 (flat rate nationwide)
Approximately A4 size, up to 2.5 cm thick, up to 1 kg in weight
A delivery date cannot be specified for this service.
Standard delivery (Yamato Transport)
¥1,100 (¥1,650 for areas outside Honshu)
[You may select a preferred delivery time slot]
Morning / 14:00–16:00 / 16:00–18:00 / 18:00–20:00 / 19:00–21:00
Delivery can be scheduled in any of these time slots.
Please note that, depending on the delivery area, weather, traffic conditions, and other factors, delivery may not be possible within the specified time slot even when one is selected.
- Carrier
- Yamato Transport
- Shipping fees
- Simple packaging (Nekopos):¥440 (flat rate nationwide)
Standard delivery: Honshu ¥1,100 / Hokkaido, Shikoku, Kyushu, Okinawa ¥1,650
All prices include tax and packaging.
For returns and exchanges other than for defective or incorrect items, shipping costs are borne by the customer.
- Express delivery
- Express delivery requests are available within Japan only.
- Delivery time
-
If no delivery date is specified, we ship as early as possible as a rule. Orders are usually shipped from Kyoto within 1–7 business days of the order date.
Depending on the items ordered, the time of order, and other factors, we may not be able to meet your selected delivery date and time
. Delivery dates may be specified within 10 days, including the order date. If you wish for a delivery date beyond that, please take care when placing your order.
Fresh flower delivery (Yamato Transport)
* Fresh flowers can be delivered only within the Kanto and Kansai areas
¥1,650 (¥2,200 for areas outside Honshu)
Each bouquet is shipped in its own cardboard box. If you order multiple bouquets, shipping will be charged for each item ordered. Thank you for your understanding.
Upon request, we will send you a photograph of the flowers after shipping.
[You may select a preferred delivery time slot]
Morning / 14:00–16:00 / 16:00–18:00 / 18:00–20:00 / 19:00–21:00
Delivery can be scheduled in any of these time slots.
Please note that, depending on the delivery area, weather, traffic conditions, and other factors, delivery may not be possible within the specified time slot even when one is selected. Thank you for your understanding.
International shipping
Orders are shipped from Kyoto via Japan Post international mail (International ePacket / EMS). Fresh flowers cannot be delivered overseas. Customs duties and import taxes are borne by the customer.
Shipping fees (tax and packaging included)
Asia (Taiwan, South Korea, China, Hong Kong): ¥2,500
North America: ¥4,000 / Europe: ¥4,500 / Oceania: ¥4,000
Large or fragile items may be shipped by EMS. For details, please see the Shipping page.
Returns and exchanges
SHIYA accepts returns only in the case of a defective product or a problem during delivery, and only for products that are unused and undamaged, within 7 days of the product's arrival.
To receive a full refund, all products must be returned in new, undamaged condition, in their original protective packaging.
We do not currently offer free returns. The cost of returning a product to us is therefore borne by the customer.
When a product is returned, the refund will be issued to the payment method used for the purchase.
Please contact us at info@shiyajpn.com within 7 days of arrival, with your order number and photographs showing the damage in detail. Please return the product only after confirming that your return has been accepted. For international deliveries, please note that payment of customs duties and the provision of all documents required by the customs authorities of your country of residence are, in all cases, the customer's responsibility.
If payment of taxes is refused, the package will be returned to us. We will then refund the amount remaining after deducting the actual shipping charges billed by the carrier and the cost of returning the package to us.
If you have any questions about the return process, please email us at info@shiyajpn.com.
Returns and exchanges for personal reasons
Unless a product is defective or was damaged during delivery, we cannot accept exchanges or returns.
Please note that colors may appear different from the actual product depending on the device and viewing environment you use.
Such differences are not treated as defects. Thank you for your understanding.
Refunds and re-delivery for fresh flowers
If fresh flowers arrive damaged or wilted, we will offer a refund or re-delivery.
Note: In this section, a "return" means that the product price is refunded after you send the product back to us; a "refund" means that the product price is refunded without you sending the product back; an "exchange" means that the same product is sent to you again after you send the product back to us; and "re-delivery" means that the same product is sent to you again without you sending the product back.
Please contact us at info@shiyajpn.com within 2 days of the scheduled delivery date, with your order number and photographs showing the damaged or wilted areas in detail.
Please note that where a matter is unavoidable due to a difference from the expected image after arrival, the nature of the product, or similar reasons, we may determine that it falls outside the scope of our product guarantee and may be unable to accommodate your request.
Order cancellations
Once an order has been placed, we cannot accept changes or cancellations, including changes to the registered name and delivery address. Thank you for your understanding. Please be sure to check your order details before confirming your order.
Inquiries
For product inquiries, please contact us via CONTACT or directly by email at info@shiyajpn.com. Inquiries received outside business hours will be answered in order from the next business day.
Please note that, depending on the content and circumstances, it may take some time for us to reply.
Hours: 9:00–17:00
Closed: Saturdays, Sundays
/ public holidays; irregular closures
For quicker support, please also check our frequently asked questions.