Refund policy

 

1. Return/Exchange Policy

SHINTARO KONO will accept returns or exchanges within 14 days of receipt.

In case of no return or exchange

  • If the piece was purchased outside of our site
  • If the piece is scratched, stained or damaged beyond resale
  • If more than 15 days have passed since receipt
  • If the original packaging, certificate or accessories are missing
  • If the piece was not properly packed and damaged upon return
  • If we are not notified before the piece is sent back

    2. Return Procedure

    Requests for returns or exchanges must be sent to info@shintarokono.co within 14 days of receipt of the item.
    Please include the following information in your email.

    Information required when requesting a return

    • Order number
    • Reason for return
    • Photographs of the package when opened and damaged areas (if damaged or defective)
    • Whether you are requesting a return or an exchange

    If your return request is approved, we will provide you with a return address and shipping details.
    The customer is responsible for return shipping costs. However, in the event of our error (wrong delivery or defective product), we will cover the return shipping costs.

    We do not provide return labels, so please use a trackable shipping method.

    3. Exchange policy

    If you wish to request an exchange, please first contact us at info@shintarokono.co.

    If there are no pieces available for exchange, please allow us time to re-create the piece.

    The customer is responsible for shipping costs. However, in the event of our error (wrong delivery or defective product), we will cover the shipping costs.

    4. Refunds

    Upon receipt and inspection of the returned merchandise, you will be notified by email as to whether or not a refund will be issued.
    If the refund is approved, the refund will be sent back to the original payment method within 10 business days.

    Refund Processing Timeframe

    • Credit card: 5 to 15 business days for the refund to be reflected.
    • Bank transfer: 3-10 business days after processing is complete.

    Refunds may take longer to be reflected due to processing times of banks and credit card companies.
    If you have not received your refund within 16 business days after your return has been processed, please contact us at info@shintarokono.co.

    Ineligible for refund

    • Shipping, customs, and transaction fees
    • Custom-ordered pieces
    • Shipping charges for returns

    5. European Union (EU) Cooling-Off Policy

    For shipments within the European Union, you have the right to return your order without justification under the 14-day cooling-off period.

    However, you must agree to the following conditions;

    • The Piece must be unused and unopened.
    • The Piece must be returned in their original condition and packaging.
    • The customer is responsible for return shipping costs.

    If you wish to return an item, please contact us at info@shintarokono.co within 14 days of receipt.

    6. Notes on Returns and Exchanges

    • Packaging for return shipment should be protected in the same manner as during delivery.
    • We may not be able to accept returns or refunds if damage occurs during return shipping.
    • Please contact us in advance before returning the product. Items returned without prior notification will not be accepted.

    Contact us: info@shintarokono.co