Refund policy

Returns

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. 

To be eligible for a return, your item must defective or damaged. We do not provide a returns service once a product has been delivered where you may no longer require or desire a product purchased or for user error where items that have been ordered incorrectly or by accident. Incorrect orders are deemed as any order that you  believe is the wrong product ordered or an incorrect product size ordered.

You acknowledge that the Products are personalized and made specifically for each Order. Once an Order is placed, it cannot be changed or cancelled unless otherwise communicated by us to you for the specific Order.

You acknowledge that the Products, when printed, may vary from the User Content as displayed on-screen, such as due to how computers display colours. Such deviation between on-screen User Content and physical Products that are not due to printing errors shall not be deemed a defect.

If the incorrect product has been delivered or there are defects discovered, such as damage to the delivered Products, errors in the number or quantity of the delivered Products or lack of quality of the delivered Product not caused by lack of quality of the User Content, you should provide us with photographic or other documentary evidence of the existence of a defective Product. If we have not received from you a complaint in writing within 10 days after receipt, we shall have no liability for any defect.

If we agree, or you can substantiate, that there is a defect and that it is not due to the carrier, force majeure or other circumstances outside our control, then we will, at our option, either provide you with a reprint of the order to the extent required to remedy the defect or offer you with a refund for the defective Products.

To start a return, you can contact us at info@shibuyaink.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Attempts to sent back items to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@shibuyaink.co.uk. 

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 (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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 info@shibuyaink.co.uk.