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.