Support
Get in touch
Questions about an order, a size, caring for your piece or shipping to your country. Write to us and we will reply by email.
General questions, sizing and care: [email protected]
Orders, changes within 24 hours, shipping and returns: [email protected]
Please add both addresses to your safe-sender list. Order emails come from [email protected], and replies can land in spam.
What to include
- Your order number, if you have one (it is in your order confirmation email).
- The piece, size and colour you are asking about.
- Your country, for shipping and customs questions.
- For a damaged or different item: photographs of the box and the piece.
Changing or cancelling an order
You pay when you order, and you have a 24-hour change window. To change a size or colour, or to cancel, write to us within 24 hours of ordering. After that, production begins and the piece cannot be changed. See Shipping & Returns for the full process.
Before you write
- Most questions are answered in the FAQ.
- Sizing: Find Your Size.
- Washing and ageing: Care & Maintenance.
- What happens after you order: Order Journey.
Business and press enquiries
SHIBUI is operated by ARIGATOU LLC (合同会社ありがとう). For wholesale, collaboration or press enquiries, use the company contact form (in Japanese): contact.html. Legal details are in the 特定商取引法に基づく表示.