SERVICE

Placing Your Order

You can purchase multiple items in one order. Although each item will be individually packaged, they will be shipped together in one shipping box.

Confirmation of Order Details

After we receive your order, we will automatically send you an order confirmation email. If you have set up domain blocking for receiving emails, you may not receive the order confirmation email. If you do not receive it, please contact us at online@shihara.com. We kindly ask you to remove the domain blocking setting for "@shihara.com".

If you order a ring, our representative will contact you by email to confirm the size. Your order will be confirmed once we have received your confirmation.

Before Shipping 

・Items in Stock

After confirming your order, we will ship your items within 2 to 5 business days.

*Excluding year-end and New Year holidays, and summer vacations.

・Made-to-Order Items

For made-to-order items, please refer to the delivery schedule specified on the product page.

Please note that if you have ordered multiple items or a combination of made-to-order and in-stock items, all items will be shipped together once all preparations are completed.

After Shipping

Once your order is shipped, we will inform you of the tracking number via email.

*If you have set up domain-based email filtering, please ensure to whitelist "@shihara.com".

Orders from Within Japan

Items ordered from within Japan will be delivered nationwide free of charge by Yamato Transport. You can track the delivery status of your items through the Yamato Transport's parcel inquiry system. For date and time specifications after shipping or any delivery-related requests, please contact Yamato Transport directly.

Yamato Transport's parcel inquiry system:
http://toi.kuronekoyamato.co.jp/cgi-bin/tneko

In the event that items are returned to us due to prolonged absence and cannot be received, please note that we will resend them with shipping charges payable upon delivery.

If you wish to have items ordered from within Japan delivered overseas, please contact us at online@shihara.com before or after placing your order.

If you wish to use the service for holding items at a Shihara store or receiving them at a Shihara store, please contact us at online@shihara.com.

Delivery destinations are limited to one per order. If you wish to have items delivered to multiple addresses, please place separate orders for each shipping destination.

・Delivery Date and Time

Due to system constraints, it is not possible to specify the delivery date and time when placing an order. If you have specific date and time preferences, please contact us at online@shihara.com.

・Available Time Frames

Morning / 2:00 PM to 4:00 PM / 4:00 PM to 6:00 PM / 6:00 PM to 8:00 PM / 7:00 PM to 9:00 PM

*The available time frames may vary depending on the delivery destination.

*Even if you specify the delivery date and time, delivery may be delayed due to traffic conditions, weather, etc.

*Please note that in some areas such as Okinawa and remote islands, specific delivery date and time may not be available. 

Orders fromOverseas

The prices for international sales are in US dollars (USD).

International orders will be delivered by UPS or OCS.

For purchases of items totaling $1,000 or more (USD), shipping will be free of charge.

For purchases of items totaling less than $1,000, shipping fees will apply.

Shipping fees will be confirmed at the time of checkout.

As the delivery carriers may vary depending on the delivery destination, please contact us at online@shihara.com if you would like to know in advance. Please note that we do not accept requests for specific shipping carriers.

Customs duties and consumption taxes incurred upon receipt of orders will be borne by us. Please note that there may be countries where the delivery of precious metal products is not possible due to customs authorities or export-import regulations. In such cases, we will contact you by email after placing your order. Additionally, please be aware that there may be instances where we cannot ship precious metal products to specific destinations, depending on the delivery location. If we are unable to accept your order, we will notify you via email after your order has been placed.  

All jewelry items are packaged in the original jewelry boxes and come with shopping bags and a sales certificate. Regarding the invoice, we have adopted a paperless system for environmental consideration and protection of customer's personal information. Upon arrival, please confirm your order details in the "Order Confirmation Email" sent from us.

The outer box used for shipping does not have the "Shihara" label. The sender's information stated on the delivery slip is "Shihara Online Store".

［Bridal］

For bridal ring orders, your items will be delivered in our exclusive bridal ring box. Please inform us whether you would like the ring box included with your order by contacting us at online@shihara.com either before or after placing your order.

［Gifts］

If you wish to send a gift directly to the recipient, please be sure to enter the purchaser's information in the "Billing Address" and the recipient's information in the "Shipping Address" fields.

The invoice or receipt showing the amount of the ordered items will not be included.

Please note that even for items purchased as gifts, gift wrapping is not provided. If you wish to include a message card, please request it at online@shihara.com after placing your order.

Cancellation

We do not accept cancellations once an order has been confirmed. Please ensure to thoroughly check the product details and notes before placing an order.

In the event that items are returned due to prolonged absence or refusal to receive them, we may request reimbursement for the actual round-trip shipping costs and packaging materials.

Furthermore, in cases of cancellation or returns initiated by the customer after payment, shipping costs and transaction fees incurred during return shipping may be charged to the customer. 

Return and Exchange 

We do not accept returns or exchanges of ordered items.

Please note that returns are not accepted under the following circumstances:

・The item does not match the image, color on the screen, or does not fit the size.

・The item is returned without prior request for return or exchange.

・Tags, price tags, labels, or accessories are damaged, soiled, or lost.

・The item has been used, altered, processed, laundered, or cleaned.

・The condition of the item upon return significantly differs from its original condition upon delivery (including packaging, box, accessories, and warranty).

・The item has become dirty, scratched, or has absorbed odors (such as from pets, tobacco, perfume, or cosmetics) while in the customer's possession.

・The item was returned with the shipping label directly attached to the jewelry box.

・In other cases where the item is deemed unsuitable for resale.

If the item delivered is defective or incorrect:

Please contact us at online@shihara.com. We will handle the return or exchange of the item. Shipping costs for returns will be covered by us. If you would like to bring the item to a Shihara store, please contact us in advance at online@shihara.com.

* Please make sure to contact us directly from the person who placed the order.

If the item can be exchanged with an in-stock item: 

Please return the item in the same condition as received.
Once the tracking number for the return shipment is confirmed, we will promptly arrange for the dispatch of the correct item.

If the replacement item is out of stock:

We'll verify the availability and promptly update you on the estimated shipping time. Should you be unable to wait for the item to become available, we'll facilitate the return and refund process for you.
Kindly ensure that the item is returned in its original condition whenever possible. Upon receipt of the returned item, we'll promptly initiate the refund process. 

If your ordered
item is one of a kind:

We will provide assistance through repair. If repair is not possible, we will handle the return and refund process.

We offer complimentary resizing services exclusively for rings that are adjustable in size. If you require resizing, please reach out to us at online@shihara.com within 3 days of receiving your order to discuss available options. The resizing range may vary depending on the product, so please refer to the sales certificate included for specific details.

Please anticipate a resizing timeframe of 4-6 weeks. It's important to note that customers are responsible for covering shipping costs and any associated risks of loss or damage during transit. Additionally, if you are sending your ring from outside of Japan, you will be responsible for customs duties, taxes, and any other related fees incurred during both receiving and returning the ring to you.

We are unable to offer resizing services for the following ring collections listed below. 

・Full Eternity Ring 

・Trine Ring 

・Assemble Ring 

・Twist Ring 

・Double Ring 

・Plate Ring 

・Angle Ring 

・Half Pearl Ring

・Center Pearl Ring 

・Link Ring

・Bond Ring

・Diamond Bond Ring

・Align Ring

・Exclusive Diamond Ring

Shihara jewelry is crafted with delicacy and precision.

Prior to using your jewelry, we kindly ask you to review the jewelry care instructions provided with your purchase. If you have any inquiries regarding how to wear or maintain your jewelry, please reach out to us at online@shihara.com. 

・Please handle with care to avoid damage or bending, as excessive force may cause breakage or deformation.

・Depending on the design, there is a possibility of unexpected harm, such as entanglement with clothing fibers or injury during attachment and removal, so please handle with caution.

・Depending on individual constitution, itching or irritation may occur. If you experience any abnormality on your skin, please discontinue use and consult a dermatologist.

・Remove the product when engaging in activities involving physical labor, intense sports, sleeping, or caring for infants, as they may pose a risk to your body.

・Surface finishing may undergo changes over time due to wear.

・Products using pearls are susceptible to heat and impact. Please refrain from using them in
high-temperature and high-humidity environments to avoid damage.