Returns Policy
We shall offer returns, refunds, or replacement of your purchase in case delivered items are damaged, flawed, or different from your order. Please contact us through the Return Inquiry Form.
Since our products are fragile and sensitive to the bullion market, we shall not respond to the return and refund request for the customers’ personal matter, even if it has not been unwrapped. We sincerely appreciate your understanding.
Please feel free to contact us through email for any further concerns regarding returns and refunds.
※This Returns Policy only applies to your purchase on this online store (not at our physical store)
※The conditions of your device’s screen may affect the colour display of the images.
The cases we are unable to offer returns:
1.Customers’ wrong order (different item, sizes, etc)
2.Request for customers’ personal matters (the item no longer required, etc.)
3.The damage caused by the customer.
4.The item already in use.
5.Request after the nine day since the arrival of the item.
6.Lack of any initially packaged items (including the delivery slip or wrapping) when returned.
7．Returns request not informed through the Return Inquiry Form.
Returns of defective, mis-delivered, or damaged items in transit
We pay our best heed to ship your order securely and safely. However, in case there are any problems, please contact us through the procedure below. Thank you so much for your cooperation.
1.The Returns/Replacements Postage:
Shizendo will bear any costs that arise with the returns/replacement procedures, which include postage fees, Customs Duty of the replacement and other transaction fees.
*As for the Customs Duty that you have paid for the damaged item, please request the refund to the Customs Office of your country by yourself. Different measures are applied depending on countries or the prices of imported items. Please contact the nearest customs office for the details. Please do this process before you ship the item for return, as they will need the items for the procedure. We apologize for the inconveniences.
2.The refunds procedure
For refund requests, we will respond to you individually. We will refund you through the payment method that you have chosen for the purchase.
3.What we would like you to do when returning
①In case you spot the damage on the packaging box that may have inflicted on the items inside, please refuse to receive the parcel from the delivery agent. Please also take the photos of the damaged parcel and let us know through the note on the Returns Inquiry Form. We appreciate your cooperation.
②In case you have opened the parcel to spot the damage, please also take photos of the damaged item.
4.About the number of days of return and exchange processing
We check the returned item as it gets to us. We may not be able to send the replacement item if the item does not meet the return’s criteria. Please carefully read through our Returns Policy before sending it back to us. Please be noted that it would take approximately 1 week for us to complete the returns procedures. We appreciate your understanding and cooperation.
For more details, please refer to the Returns Inquiry Form.
