SHIYA will only accept returns of unused and undamaged products within 7 days of delivery in the event of a defective product or delivery issue.

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, so you will be responsible for the shipping costs of returning the item to us.

If you return an item, your refund will be applied to the payment method used for the purchase.

Please contact us at info@shiyajpn.com within 7 days of receiving your item and provide a detailed photo of the damage along with your order number. Please make sure your return has been processed before returning the item. Please note that for all international shipments, you are responsible for paying any customs duties and providing all documentation required by your country's customs.

If you refuse to pay the tax, the package will be returned to us and we will refund you the actual shipping costs charged by the carrier, minus the shipping costs to return the package to us.

If you have any questions regarding the return process, please email us at info@shiyajpn.com.

Returns and exchanges due to customer convenience

We cannot accept exchanges or returns unless the product is defective or damaged during delivery.

*The color may appear different from the actual product depending on the viewing environment of the device you are using.

Please note that this will not be treated as a defect.

Repayment and re-delivery of fresh flowers

If the product is damaged or dead upon arrival, we will refund or resend it.

*Here, "return" means returning the product price to the customer after they have returned the product, "refund" means returning the product price without the customer having to return the product, "exchange" means sending the same product to the customer again after they have returned the product, and "resend" means sending the same product to the customer again without the customer having to return the product.

Please contact us at info@shiyajpn.com within two days of the expected delivery date and send us detailed photos of any damaged or dead areas along with your order number.

Please note that if the product is different from what you expected after arrival or if the defect is unavoidable due to the characteristics of the product, we may determine that the product warranty does not apply and we may not be able to meet your request.

Cancelling an order

Please note that once an order has been placed, we cannot accept any changes or cancellations, including changes to your registered name or delivery address. Please be sure to check the contents of your order before confirming it.

About inquiries

For product inquiries, please contact us directly via CONTACT or email info@shiyajpn.com. Inquiries received outside of business hours will be answered in order from the next business day.

Please note that it may take some time depending on the content and situation.

Reception hours: 9:00-17:00
Closed: Saturdays and Sundays / Holidays and irregular holidays

For quick support, please check the frequently asked questions.