FAQ
Here are answers to some of the most common questions, but if you need further assistance , feel free to contact us.
Shipping
When will my order be shipped?
After payment is confirmed, the flowers will be shipped within 7 days. Please contact us separately for special orders. If no delivery date is specified, the flowers will be shipped within 7 days. However, if you choose to pay by bank transfer, the flowers will be shipped after payment is confirmed. If the flowers are ordered, they will be shipped after they arrive. Please note that if the delivery company's storage period expires, fresh flowers will need to be purchased again.
Generally, we will send your order via Yamato Transport or Japan Post. (We are sorry, but we cannot accept requests to specify a delivery company.)
How much is the shipping fee?
Domestic delivery
Simple packaging (Click Post): 330 yen (same price nationwide) Approximately A4 size, thickness up to 2.5 cm, weight less than 1 kg *Delivery date cannot be specified.
Standard delivery (Yamato Transport)
1,500 yen (outside Honshu / 2,000 yen)
[You can specify the desired delivery time]
You can specify delivery time during the following hours: morning, 2pm to 4pm, 4pm to 6pm, 6pm to 8pm, or 7pm to 9pm.
*Please note that we may not be able to deliver within the designated time depending on the delivery area, weather, traffic conditions, etc.
Fresh flower delivery (Yamato Transport)
2,000 yen (outside Honshu / 2,500 yen)
For chilled and large items, 2,500 yen (outside Honshu / 3,000 yen)
*Deliveries from June to September will automatically be chilled.
*For gifts, please note that shipping charges will be added for each item ordered, as each item will be delivered to a single address. If you have multiple delivery addresses, we apologize for the inconvenience, but please place an order for each delivery address separately.
[You can specify the desired delivery time]
You can specify delivery time during the following hours: morning, 2pm to 4pm, 4pm to 6pm, 6pm to 8pm, or 7pm to 9pm.
*Please note that we may not be able to deliver within the designated time depending on the delivery area, weather, traffic conditions, etc.
International Shipping (Overseas)
If you wish to ship outside of Japan, please click here and contact us with the following information.
<Notes>
*Fresh flowers cannot be delivered.
*The number of products that can be delivered is limited.
Please fill in the following information and reply via the inquiry form.
・Name of the product you wish to purchase ・Name, address and phone number of the recipient
Returns and Exchanges
SHIYA will only accept returns of unused and undamaged products within 7 days of receipt 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 shipping costs to return the item to us.
If you return an item, any refunds will be applied to the method of payment used to make the purchase.
Please contact us at info@shiyajpn.com within 7 days of receiving the item and provide us with detailed photos of the damage along with your order number. Please make sure your return has been processed before returning the item. Please note that for 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 taxes, the package will be returned to us and we will refund you the actual shipping charges 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 of the actual product may appear different depending on the viewing environment of the device you are using.
Please note that in this case, it will not be treated as a defect.
Please see our return policy for more details.
Refunds and reshipments 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 return the product, refund means returning the product price without the customer returning the product, exchange means sending the same product to the customer again after they return the product, and re-shipment means sending the same product to the customer again without the customer returning the product.
Please contact us at info@shiyajpn.com within 2 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 in cases where the product is different from what you expected upon arrival or 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 your order
Once an order has been placed, we cannot accept any changes or cancellations, including to your registered name or delivery address. Please be aware of this in advance. 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 us at 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.
Please note that we are unable to answer any inquiries made to our physical stores, so please refrain from contacting us.
For quicker support, please also check our FAQs.
Which countries do you ship to?
We will ship within Japan.
International shipping is also available, except for fresh flowers and some products.
If you wish to ship outside of Japan, please contact us here with the following information:
・Name of the product you wish to purchase ・Name, address and phone number of the recipient
Please fill in the fields and reply via the inquiry form.
Returns and Exchanges
SHIYA will only accept returns of unused and undamaged products within 7 days of receipt 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 shipping costs to return the item to us.
If you return an item, any refunds will be applied to the method of payment used to make the purchase.
Please contact us at info@shiyajpn.com within 7 days of receiving the item and provide us with detailed photos of the damage along with your order number. Please make sure your return has been processed before returning the item. Please note that for 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 taxes, the package will be returned to us and we will refund you the actual shipping charges 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 of the actual product may appear different depending on the viewing environment of the device you are using.
Please note that in this case, it will not be treated as a defect.
Please see our return policy for more details.
Refunds and reshipments 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 return the product, refund means returning the product price without the customer returning the product, exchange means sending the same product to the customer again after they return the product, and re-shipment means sending the same product to the customer again without the customer returning the product.
Please contact us at info@shiyajpn.com within 2 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 in cases where the product is different from what you expected upon arrival or 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 your order
Please note that we cannot accept any changes or cancellations to your registered name, shipping address, etc. after you have placed your order. 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 us at 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.
Please note that we are unable to answer any inquiries made to our physical stores, so please refrain from contacting us.
For quicker support, please also check our FAQs.
Can I pick up my order at the store?
Basically, this is not possible.
However, if you contact us , we can reserve the item for you at the store (excluding items for exhibitions and events).
Returns, exchanges and cancellations
Can I return it?
1. If the product is found to have an obvious defect
2. If you receive a product that is different from the one you ordered
3. If damage is found during delivery
If any of the above conditions apply to your item, please contact us at info@shiyajpn.com within 7 days of receiving the item (excluding fresh flowers) and send us a detailed photo of the damaged area along with your order number. We will check the condition of the item and delivery status, and if the following conditions are met, we will exchange or return the item.
・Within 7 days of product arrival (within 2 days for fresh flowers)
- Unused and all accessories are included (no damage)
・There are no significant unnatural changes to the product
Only.
*Depending on the viewing environment of the device you are using, the color of the actual product may appear different. Please note that this is not considered a defect.
*Some products may have natural scars, blood vessels, and uneven coloring, taking advantage of the characteristics of the material. Please note that this will not be considered a defect. When purchasing a product, please be sure to read the material description, precautions, and handling instructions on each product page.
*Please note that in the unlikely event that an exchange or return is required, all expenses related to the transaction, including shipping costs, will be borne by the customer.
Can I change or cancel my order?
Please note that we cannot accept any changes or cancellations to your registered name, shipping address, etc. after you have placed your order. Please be sure to check the contents of your order before confirming it.
payment
What forms of payment are available?
We accept credit cards (VISA / MASTER / JCB / DINERS CLUB / American Express), bank transfers and electronic payments (Apple Pay).
*For security reasons, we do not generally send credit card receipts. The statement of charges sent by your credit card company will serve as the receipt.
*Depending on your usage situation, etc., you may be required to change to another payment method.
*If you pay by credit card, we will request authorization for your card on the website when you place your order. Please note that unless authorization is received, your card will not be used and your order will not be confirmed.
Bank transfer
Please note that transfer fees will be borne by the customer.
Please note that if you pay by bank transfer, your order will be automatically cancelled if payment is not received within 7 days of placing your order.
How do I pay duties and taxes?
For international shipping, you will be responsible for any customs duties, import taxes, and other charges. These charges are levied based on the regulations of the destination country or region, and may be charged by the shipping company at the time of delivery. For more information, please contact the customs office or shipping company in your country.
Other frequently asked questions
Do you provide gift wrapping?
We do not offer gift wrapping, but all products are wrapped in natural materials such as washi paper or white paper.
A daily life where natural abundance circulates
There are many simple and beautiful things in nature and in the traditional cultures of countries. I believe that what lies ahead in the future of diversity is the importance of expressing essential values that are common to all cultures and eras. Turning our attention to poetic and universal beauty, unadorned honesty, and the simple principles that lie at the root of things teaches us the true richness of life.
At SHIYA, we hope to be a place where you can incorporate the freedom and refinement of being in nature into your daily life and find ideas for living a fulfilling life.
Product Commitment
Like writing poetry.
Just as poetry values the beauty and emotion of words, we offer products that value the natural and beautiful appearance of the object itself, the natural feel of the materials, and the traditional stories of their makers.
The store offers a selection of objects and products that can be freely interpreted, incorporated into one's life, and breathed new life into by the viewer.
About spatial philosophy
A design with space creates peace of mind.
Objects, products, and flowers are not works that are 100% in themselves; rather, I observe the relationships between them and everything else in the space, enjoying the space that allows for interesting interactions and natural encounters.
Our aim is to design spaces that enrich individual experiences, stimulate communication and creativity, and generate opportunities for sharing diverse perspectives and encounters that enrich people's lives through interpretations that arise from white space.
Will there be restocks?
Seasonal items are only sold during that season and will not be restocked. If you wait until the next season, you may be able to purchase them again, so please check back then.
Can I see it in person at the store?
All products can be seen in person at the store.
However, as only a portion of the products are on display in-store, please contact us in advance or speak to a member of staff when you visit the store.