Refund policy

Refund & Return Policy

All items in our store are one-of-a-kind pieces, crafted from vintage kimono and antique Japanese textiles.
Because shopping online means you cannot see the piece in person, we accept returns for reasons such as change of mind, size, or fit under the conditions below.

Return Conditions (All Customers)

  • Please contact us at info@shibuya-tsumugi.com or submit a return request from your account page (https://shibuya-tsumugi.com/account) within 14 days of receiving your order.
  • Returned items must arrive at our store within 45 days of your return request. We strongly recommend using a trackable shipping service.
  • Items must be returned unworn and unused, in their original condition, with the original hang tag and all accessories included. Items with the hang tag removed cannot be accepted for return.
  • Return shipping costs are the responsibility of the customer.
  • After the returned item arrives, we will inspect it and, provided it passes inspection, refund the product price. Original (outbound) shipping costs and any import duties or taxes you paid are not refundable. If we find stains, damage, or signs of wear, we may be unable to issue a refund.
  • Refunds are issued to the original payment method.

Damaged, Defective, or Incorrect Items
If your item arrives damaged in transit, does not match the description, has an undisclosed defect, or if you received the wrong item, please contact us at info@shibuya-tsumugi.com with photos (ideally within 3 days of delivery so we can assist you promptly). We will assess the situation and offer a repair, replacement, or refund as appropriate under applicable consumer protection laws. In these cases, return shipping is covered by us.

Vintage Condition Notice
Please note that vintage kimono fabrics may have minor imperfections such as fading, small stains, or textile irregularities due to age.
These characteristics are not considered defects.

EU and UK Customers — 14-Day Right of Withdrawal
In addition to the return conditions above, if you are a consumer based in the EU or UK, you have a statutory right to withdraw from your purchase within 14 days of the day the last item was delivered, without giving any reason. To exercise this right, please contact us at info@shibuya-tsumugi.com within 14 days of delivery, or submit a return or cancellation request from your account page (https://shibuya-tsumugi.com/account).

  • Please send the goods back within 14 days of notifying us of your withdrawal. We strongly recommend using a trackable shipping service.
  • Return shipping costs are the responsibility of the buyer.
  • If you withdraw, we will refund the product price as well as the outbound shipping cost of our standard delivery method (if you chose a non-standard delivery option, the difference is not refundable).
  • The refund will be processed within 14 days of the returned goods arriving at our store in their original condition.
  • We may deduct from the refund any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Defects and Non-Conformity
If you receive an item that was damaged in transit, does not match the description, or has a defect that was not disclosed, please contact us at info@shibuya-tsumugi.com with photos. We will assess the case and offer a repair, replacement, or refund as appropriate under applicable consumer protection laws.