Orders & Shipping
SHIBUI pieces are made to order, hand-dyed with kakishibu in Japan, and shipped worldwide. Because each piece is made specifically for you, the process takes time — and we want you to know exactly where your order is at every step. This page explains the full journey, what to expect by region, and our policies.
Production time
4–8 weeks from your order
Shipping method
DHL Express International (tracked, insured)
Free shipping threshold
Orders over $300 USD — free worldwide
Returns
Change-of-mind returns not accepted; defects reportable within 14 days (see policy below)
Order updates
5 email notifications from order to delivery
The Order Process
Every SHIBUI order follows this sequence. You will receive an email at each milestone. You pay when you place your order, and you have a 24-hour change window before production begins — this is what makes each piece genuinely yours.
You place your order via email or the request form on our shop page, and pay at the time of order. Your payment is processed and we send an immediate confirmation listing your item, size, colour, price, and estimated timeline. You then have a 24-hour change window: size and colour changes, or cancellation, are possible within 24 hours of ordering.
Confirmation within 24 hoursOnce the 24-hour change window closes, your piece enters the production queue. We notify you by email with your place in the queue and a refined delivery estimate. The undyed base garment is prepared and handed to our dyeing artisans in Kyoto. Kakishibu application requires multiple layers with drying intervals — this is where most of the time is spent.
Within 2 business days of the change window closingYour finished piece is inspected for dyeing consistency, seam integrity and measurements. Kakishibu requires a final sun-oxidation stage to stabilise the colour before packing. We send you a quality confirmation email at this stage, often with a photograph of your specific piece.
Approx. 3–7 weeks after Step 2Your piece is wrapped in acid-free tissue, placed in a SHIBUI-branded box, and handed to DHL. You receive an email with your DHL tracking number within 24 hours of dispatch. The package departs Japan and clears Japanese customs within 1–2 business days.
DHL tracking active within 24hDHL delivers to your address. A signature may be required depending on your region and package value. We send a follow-up email 3 days after confirmed delivery with care instructions and an invitation to share how your piece is ageing — the relationship between you and the piece is part of what SHIBUI makes.
Transit: 3–10 business days after dispatchYour 5 email notifications
Order Confirmation — SHIBUI #[ORDER]
Within 24h of order
Your SHIBUI piece is now in production
2 business days after the change window closes
Quality confirmed — packing begins
At quality inspection (week 4–7)
Dispatched — your DHL tracking: [NUMBER]
Day of dispatch
Your SHIBUI piece has arrived. Now begins the real story.
3 days after confirmed delivery
All emails sent from
[email protected]
Please add this address to your safe-sender list to ensure delivery.
Check your spam folder if you do not receive your order confirmation within 24 hours.
Shipping by Region
We ship worldwide via DHL Express. All packages are fully tracked, insured to declared value, and include a commercial invoice for customs. Prices are in USD. Local currency equivalent shown at checkout.
North America
United States & Canada
US orders under $800 are typically duty-free under the de minimis threshold. Canada: duties and GST/HST apply on all textile imports — see Customs section.
Free over $300Europe
EU Member States
EU VAT (20% avg.) is collected at import by DHL on your behalf. IOSS not yet registered — DHL will contact you for VAT payment before release. We declare accurate commercial value.
Free over $300United Kingdom
England, Scotland, Wales, N. Ireland
UK VAT (20%) applies on goods over £135. DHL collects on delivery. Customs duty on textile apparel (HS 6109) is 12% above £135. Combined effective rate: ~32%.
Free over $300Oceania
Australia & New Zealand
Australia: 10% GST on all imported goods regardless of value. NZ: 15% GST on all imports. DHL collects prior to delivery. Textile duty rate: 5–10% depending on category.
Free over $300East & Southeast Asia
Singapore, Hong Kong, Taiwan, Korea, Thailand
Singapore & HK: minimal or zero import duties on textiles. Korea: 13% VAT. Taiwan: 5% VAT + possible textile tariff. Thailand: 10–30% import duty may apply — confirm before ordering.
Free over $300Rest of World
Middle East, Africa, South America, Other
Import duties and taxes vary significantly. Brazil, India, and Argentina have high textile tariffs (40–100%). We recommend checking your country's import rules before ordering. Contact us for a quote.
Contact for quoteImportant note on shipping address
Please ensure your shipping address is complete, including apartment/unit numbers and any required local area codes. DHL cannot redeliver to incomplete addresses. We are not responsible for delays caused by inaccurate delivery information provided at time of order. If your address changes between order and dispatch, notify us immediately at [email protected] — we can update it until the piece is handed to DHL.
Customs & Import Duties
We are required by Japanese law and international customs regulations to declare the accurate commercial value of your purchase on the shipping documentation. We do not under-declare values or mark goods as "gift" to avoid customs fees. Import duties, VAT, and handling fees charged by your country's customs authority are entirely the buyer's responsibility and are not included in your purchase price.
| Region / Country | Import VAT / GST | Textile Duty | De minimis (duty-free) | Collected by |
|---|---|---|---|---|
| United States | None (no federal VAT) | ~12% over $800 | $800 USD (de minimis) | US Customs (CBP) |
| Canada | 5–15% GST/HST | ~18% textile tariff | CAD 20 (very low) | CBSA via DHL |
| European Union | 17–27% (varies by state) | 12% textile tariff | €150 (VAT-free removed 2021) | DHL Duty Manager |
| United Kingdom | 20% VAT | 12% duty over £135 | £135 (VAT threshold) | DHL / Royal Mail |
| Australia | 10% GST (all goods) | 5–10% | None — all imports taxed | DHL pre-payment |
| New Zealand | 15% GST | Low / nil | NZD 1,000 (duty-free) | DHL pre-payment |
| Singapore | 9% GST (over SGD 400) | 0% | SGD 400 | Singapore Customs |
| Hong Kong | 0% (free port) | 0% | All goods | N/A |
| South Korea | 10% VAT | 13% textile duty | USD 150 | Korea Customs Service |
| Taiwan | 5% VAT | Up to 10.5% | TWD 2,000 (~$60) | Customs Administration |
| Brazil | ~60% total tax | High — see note | USD 50 (postal only) | Receita Federal |
Our customs declaration practice
All packages are declared with accurate commercial value and described as "Hand-dyed cotton textile goods — kakishibu natural dye." The HS code used is 6109.10 (T-shirts, singlets and other vests, of cotton) or 6205.20 (men's shirts, cotton) as applicable. We never falsify customs declarations. Requests to do so will result in cancellation of the order.
Returns & Exchanges
SHIBUI pieces are made to order, hand-dyed individually after your order is confirmed. Because each piece is produced specifically for you — in your size, your colour choice, with your place in the dye sequence — it cannot be returned, resold, or redyed for another customer. We are transparent about this policy before you buy, because we believe informed customers make better decisions.
✕ Not accepted
✓ Exceptions — contact us first
Legal basis for this policy
European Union: Under EU Consumer Rights Directive 2011/83/EU, Article 16(c), the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. SHIBUI pieces, being made to order in a specific size and dye sequence, fall within this exemption.
United Kingdom: The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28(1)(b), provides the same bespoke goods exemption. Our no-return policy is lawful and disclosed pre-purchase.
United States: The FTC Mail Order Rule requires us to ship within the stated timeframe or offer cancellation. It does not mandate acceptance of returns for made-to-order goods. Our 4–8 week timeline is stated at the point of sale.
Australia: Under the Australian Consumer Law (ACL), consumer guarantees apply. However, change of mind returns are not required by law. The ACL guarantees apply to genuine defects — which we honour unconditionally under our exceptions policy above.
Japan (特定商取引法): SHIBUI complies fully with Japan's Act on Specified Commercial Transactions. Our Specified Commercial Transactions disclosure is available here. Changes and cancellation are possible within 24 hours of ordering; after production commencement they are not possible.
Email Notifications
We send five emails across the order lifecycle. Each one has a clear subject line, your order reference number, and a specific action (if any) required from you. Here is what to expect from each.
Order Confirmation
Subject: Order & Payment Confirmed — SHIBUI #[ORDER]
Confirms your payment and lists your order details, size, colour, price, and the 4–8 week timeline. Reminds you of the 24-hour change window and confirms our email address and how to reach us with questions.
Production Start
Subject: Your SHIBUI piece is now being made
Confirms production start date. Includes your updated delivery estimate. From this point, the order cannot be cancelled or modified — the piece is being made for you specifically.
Quality Confirmed
Subject: Quality check complete — your piece is ready to pack
Sent after inspection and final sun-oxidation. Includes a photograph of your specific piece. Confirms final measurements match your order. If we notice anything unusual, we contact you here before packing.
Dispatched
Subject: Shipped — SHIBUI #[ORDER] · DHL tracking: [NUMBER]
Your DHL tracking number, a direct link to track your shipment, and the estimated arrival window for your region. Also includes customs guidance for your specific country and what to do if DHL contacts you about duties.
Welcome to the piece
Subject: Your SHIBUI piece has arrived. Now begins the real story.
Sent 3 days after DHL confirms delivery. Includes care instructions, an explanation of how the piece will continue to change, and an invitation to share photographs of your piece as it ages — we feature these on our website.
Common Questions
We respond to all enquiries within 24 hours, Japan time (JST). For time-sensitive order questions, include your order reference number in the subject line.
[email protected] · Response within 24h · Japan Standard Time (UTC+9)