Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. The return process is as follows:
- Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer will not be eligible for refund.
- Request your Return Authorization Number by emailing support@shi-zen.shop with detailed reason for return and pictures or a video of the product that supports your reason. Upon approval you will receive the RA# and the address here in Japan where you can mail the product you would like to return.
- To assure your refund please use a trackable mail service. We will not be responsible for lost or missing packages.
- Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
You can always contact us for any return question at support@shi-zen.shop.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (opened incense) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@shi-zen.shop.
How long does delivery take?
All orders are shipped within 3 business days. Depending on your country and delivery method, delivery generally takes between 5 - 10 days. Sometimes delays occur due to customs procedures.
If your order hasn’t arrived within 14 days, please contact us at support@shi-zen.shop.
(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
Can you provide me with a tracking number?
A tracking number will be automatically emailed to the customer as soon as the order is shipped. If you do not receive one, please check your spam and promotions folders and make sure that support@shi-zen.shop is added as a safe sender in your email settings.
I've entered the wrong shipping address, can I change it?
If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed soon after you order and ship out on the next business day. If your order has already been shipped, we won't be able to stop it.
We are not responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically creates shipping labels based on the address you provide, so please double-check your information.
Can I cancel my order after it has been placed?
Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, we can cancel your order. Please contact us at support@shi-zen.shop.