Refund policy
Our Promise
Your Shinora piece should arrive ready to enjoy. If it arrives damaged, faulty, or different from what you ordered, we're here to help.
We'll arrange a free replacement. If a suitable replacement isn't available, we'll refund the affected item in full. We cover replacement shipping and, if we need the original item returned, the return shipping too. In most cases, a photo or video is all we need — you won't have to send anything back.
Getting Help Is Simple
Email shinorastudio@163.com with your order number, a brief description, and a clear photo or short video showing the issue.
Please contact us as soon as possible, ideally within 7 days of delivery, so we can help promptly. If a quality issue becomes apparent later, please still get in touch.
We aim to reply within 1–2 business days. Please contact us before returning anything so we can explain the next steps.
Lost or Delayed Packages
If your estimated delivery window has passed, tracking hasn't updated for 15 days, or your package is marked "delivered" but hasn't arrived, email us.
We'll investigate with the carrier and keep you updated. If the package is confirmed lost, we'll arrange a replacement or refund.
Choosing Your Piece
Please check the size, color, and product details before ordering. If you need help choosing, message us — we're happy to help.
We don't generally accept returns or exchanges for a change of mind, personal preference, or an incorrectly selected size or color, except where applicable consumer law provides a right to return. This does not affect our support for damaged, faulty, or incorrect items.
Handmade Details
Small variations in bead placement and subtle color differences can occur in handmade pieces. These should not affect how your jewelry looks overall or how it can be worn.
Broken components, faulty clasps, or loose parts are quality concerns — not handmade variations. Please let us know if something isn't right.
Order Changes & Cancellations
Need to update or cancel your order? Email us as soon as possible, ideally within 12 hours of placing it. We'll do our best to help, although changes or cancellations may not be possible once production has started.
Your Consumer Rights
This policy does not limit any rights you have under applicable consumer law.