Return & Refund Policy

Last Updated: October 13, 2025

Our Commitment

At Shintory, we want you to love every piece that arrives at your sanctuary. If something isn't quite right, we're here to help make it right.

Return Eligibility

Items Eligible for Return

  • Must be unused, unworn, and in original condition
  • Must include original packaging and tags (if applicable)
  • Must be requested within 30 days of delivery date
  • Must not show signs of wear, damage, or alteration

Items NOT Eligible for Return

  • Custom or personalized print-on-demand items
  • Items marked as "Final Sale"
  • Products damaged due to misuse or improper care
  • Items without proof of purchase

Return Process

Step 1: Contact Us

Email us at ShintoryProject@gmail.com within 30 days of receiving your order.

Please include:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Photos of the item (required for damaged/defective items)

Step 2: Await Approval

Our team will review your request within 2-3 business days and provide:

  • Return authorization (if approved)
  • Return shipping instructions
  • Return address (if applicable)

Step 3: Ship Your Return

  • Pack items securely in original packaging when possible
  • Include a copy of your order confirmation or packing slip
  • Use a trackable shipping method (we recommend keeping your tracking number)
  • Please note: You are responsible for return shipping costs unless the item is defective or we made an error. For high-value items or special circumstances, please contact us first - we may be able to provide alternative arrangements.

Step 4: Refund Processing

Once we receive and inspect your return:

  • Approved returns: Refund issued within 5-10 business days
  • Rejected returns: We'll contact you with explanation and options

Refund Details

What Gets Refunded

  • Original product price
  • Tax charged on the product

What Does NOT Get Refunded

  • Original shipping fees (unless item is defective or wrong item sent)
  • Return shipping costs (unless item is defective or wrong item sent)
  • Any customs, duties, or import fees paid

Refund Method

Refunds will be issued to your original payment method:

  • Credit/Debit Card: 5-10 business days (may take longer depending on your bank)
  • PayPal: 3-5 business days
  • Other payment methods: As per provider's processing time
  • Please note: Refunds are processed immediately on our end, but the time it takes to appear in your account depends on your financial institution's processing time.

Exchanges

We currently do not offer direct exchanges. If you need a different size, color, or item:

  1. Return your original item following our return process
  2. Place a new order for the item you prefer

This ensures you receive your new item as quickly as possible.

Damaged or Defective Items

We take quality seriously. If your item arrives damaged or defective:

What to Do

Before Opening (Recommended):

If possible, inspect the outer packaging for visible damage. If you notice any damage, we recommend taking photos or a brief video while opening the package. While not required, this documentation helps us resolve issues more quickly.

After Opening:

Contact us immediately at ShintoryProject@gmail.com with:

  • Order number
  • Clear photos of the damage/defect
  • Photos of the packaging (if damaged)
  • Brief description of the issue
  • Unboxing video (if available) - helpful but not mandatory

What We'll Do

We'll review your case within 24-48 hours and provide one of the following solutions:

Option 1: Replacement

  • We'll send a replacement item at no charge
  • You may keep or discard the defective item (no return needed)
  • New tracking will be provided

Option 2: Full Refund

  • Full refund processed to your original payment method
  • You may keep the defective item
  • Refund issued within 5-10 business days

We cover all costs for damaged or defective items, including any shipping fees.

Please note:

  • Claims for damaged or defective items must be made within 7 days of delivery
  • Clear photo evidence is required for all claims
  • We do not require items to be returned in most cases

Wrong Item Received

If we sent you the wrong item:

  1. Contact us at ShintoryProject@gmail.com within 7 days of delivery
  2. Include your order number and photos of the item received
  3. We'll arrange for the correct item to be sent at no additional cost
  4. We'll provide return instructions for the wrong item

Please note: Return shipping will be covered by us for wrong items sent. We'll either provide a prepaid return label or reimburse your return shipping costs upon proof of shipment.

Lost or Stolen Packages

If Tracking Shows "Delivered" but You Haven't Received It

  1. Check with neighbors or building management
  2. Verify the delivery address on your order confirmation
  3. Wait 24-48 hours (sometimes carriers mark as delivered prematurely)
  4. Contact us at ShintoryProject@gmail.com if still missing

Please note: We are not responsible for packages marked as delivered by the carrier. We recommend filing a claim with the shipping carrier or your local postal service.

If Tracking Shows Package Is Lost in Transit

Contact us at ShintoryProject@gmail.com and we'll:

  • Work with the carrier to locate your package
  • Issue a replacement or refund if package cannot be located

What We Can Do

While we cannot be held responsible for packages marked as delivered by the carrier, we understand this is frustrating.

We're happy to:

  • Provide all shipping documentation to help you file a claim
  • Offer a one-time courtesy discount on a replacement order
  • Work with you to find a solution

Contact us at ShintoryProject@gmail.com and we'll do our best to help.

Non-Returnable Items

The following items cannot be returned for hygiene, safety, or customization reasons:

  • Custom or personalized print-on-demand products
  • Items marked as "Final Sale" at time of purchase
  • Downloadable digital products (if applicable)
  • Gift cards

Restocking Fee

We do not charge restocking fees for standard returns in eligible condition.

However, items returned in unsellable condition (used, damaged, missing parts, without original packaging) may be subject to a partial refund or may not be eligible for refund.

International Returns

Additional Considerations for International Orders

  • You are responsible for return shipping costs and any customs fees incurred during return
  • We recommend using a trackable shipping method with insurance
  • Refunds do not include original customs duties, taxes, or import fees paid
  • International returns may take longer to process (up to 15 business days after receipt)

Cancellations

Before Shipping

If you need to cancel your order, contact us immediately at ShintoryProject@gmail.com.

  • If order has not yet been processed: Full refund
  • If order is being prepared: May not be possible to cancel

After Shipping

Once your order has shipped, it cannot be cancelled. You may return the item following our standard return process once received.

Questions or Concerns?

We're here to help ensure your experience with Shintory is exceptional.

Contact us at: ShintoryProject@gmail.com

Our team typically responds within 24-48 hours (business days).

Our Philosophy

At Shintory, we believe in:

  • Quality over quantity – Every piece is thoughtfully curated
  • Fair and transparent policies – No hidden fees or confusing terms
  • Customer satisfaction – Your happiness is our priority
  • Sustainable practices – Mindful consumption and fewer returns benefit us all

We appreciate your understanding that many of our items are handcrafted or made-to-order, which means they require special care in both creation and return processing.

Thank you for being part of the Shintory community.