Shipping & Returns Policy

(Please review carefully before placing your order)

Important Shipping Information

Address Accuracy
Please ensure your shipping address is complete and accurate. Shinzo cannot change address information once an order has been placed and is not responsible for packages delivered to incorrect addresses provided by the customer or delays caused by incomplete address information.

Customs & Duties
International customers are responsible for all customs duties, taxes, brokerage fees, and other charges imposed by their destination country. Shinzo has no control over these charges and cannot predict their amount. Packages may be delayed or returned due to customs issues.
No refunds are issued for customs-related charges or delays.
Customers in Australia, United States & United Kingdom generally do not incur customs fees as we have warehouses in these countries.

Undeliverable Packages
Packages returned to us due to incorrect addresses, refused delivery, unclaimed packages, or customs issues will incur re-shipping fees equal to the original shipping cost plus handling fees.

Risk of Loss
Risk of loss and title to products pass to the courier upon delivery to the recipient. We are not responsible for lost, stolen, or damaged packages once tracking shows delivery to the provided address.

Cancellation Policy

• Within 4 hours of checkout: You may request address changes, size changes, shipping method changes, or cancellation.
• After 4 hours: Orders are released to the warehouse and cannot be changed or cancelled.
• Pre-orders: Cannot be cancelled once payment is processed (except for verified manufacturing defects upon delivery).
  

Returns & Exchanges

Eligible for Full Refund

• Manufacturing defects with clear quality control failures
• Incorrect items sent in error
• Items damaged during shipping mishandling

Not Eligible for Full Refund

• Incorrect sizing, fit preferences, or buyer’s remorse
• Items worn, washed, altered, or damaged by customer use
• Items without original tags or packaging
• Items purchased during promotional sales, sample sales, or marked “Final Sale”
• Pre-orders (except for manufacturing defects upon delivery)
• Damage due to improper care or normal wear
• Color transfer or bleeding (characteristic of raw Japanese fabrics)

Return Process

1. Contact our customer service team within 7 days of delivery.
2. Provide order number, clear photos, and a description of the issue.
3. Our team will assess eligibility and provide Return Authorization if approved.
4. Return items in original condition with all tags and packaging.
5. For defective items: we will reimburse reasonable return shipping costs upon receipt of the shipping receipt.
6. Refund or replacement processed within 5–10 business days of receipt.

Exchange Policy

• Exchanges are limited and at Shinzo’s discretion, subject to stock availability.
• Customer pays shipping to return the item to our warehouse.
• Exchange fees:
  • Domestic (Australia/NZ): $15 AUD
  • International: $30 AUD
• Price differences must be paid if exchanging for a higher-value item.
• Exchanges are FINAL and cannot be returned or exchanged again.
• Return Authorization is required before sending any item back.