Terms & Conditions

1. Who we are

These terms apply to purchases made through the SHIBUI online shop at shibui.arigatou.world. SHIBUI is operated by Arigatou LLC (合同会社ありがとう), represented by Aso Mari, at 〒107-0062, 東京都港区南青山3丁目1−36 (Minato-ku, Tokyo, Japan).

The operator details we are required to publish for sales in Japan are set out in our 特定商取引法に基づく表記 (Specified Commercial Transactions Act disclosure), which is in Japanese. For questions about an order, email [email protected].

By placing an order you confirm that you have read and accepted these terms.

2. Ordering and the 24-hour change window

Every SHIBUI piece is made to order. You place an order by email or through the request form on our shop page, and we send an order confirmation listing your item, size, colour, price and estimated timeline.

You may change your size or colour, or cancel your order, within 24 hours of ordering. To do so, contact us straight away at [email protected]. Once the window closes, production begins and the dyeing cannot be reversed, so changes and cancellations are no longer possible.

3. Prices and payment

• Prices are shown in US dollars (USD).
• Payment is taken at the time of order.
• Shipping is charged by region and is free on orders over USD 300. See the Shipping & Returns page for rates.
• Import duties, taxes and customs handling fees are not included in the price (see section 5).

4. Production and delivery times

Allow roughly 4–8 weeks from your order, covering production, quality inspection and DHL Express transit. Because each piece is dyed by hand in layers with drying intervals, times are estimates rather than guarantees. We update you by email at each stage of your order.

5. Shipping, customs and import duties

We ship worldwide by DHL Express. Parcels are tracked and insured to declared value. Please give a complete and accurate delivery address; we are not responsible for delays caused by incorrect or incomplete address details provided when you order.

We declare the true commercial value of every parcel and will not mark goods as gifts or under-declare them. Import duties, VAT or GST and handling fees charged by your country are the buyer’s responsibility. DHL may ask you to pay them before delivery. Delays and fees caused by customs authorities are outside our control and are not grounds for a return or refund. Details are on the Shipping & Returns page.

6. Returns, refunds and cancellation

Because each piece is made to your order, we do not accept returns for change of mind, size choice, or colour expectation.

If your piece arrives damaged or materially different from the listing, you may return it within 14 days of receipt. Please contact us first at [email protected] with photographs. So that we can investigate and, where relevant, claim on DHL insurance, the reporting times on the Shipping & Returns page also apply (any damage, wrong item or manufacturing defect must be reported within 14 days of delivery; for transit damage, 48 hours is best so we can file the DHL claim).

We do not accept returns for mura (colour variation), natural scent, or colour change over time, because these are disclosed characteristics of hand-dyed kakishibu.

Cancellation is possible within the 24-hour change window described in section 2. If we accept a return or cancellation and a refund is due, we will refund you or remake the piece, as agreed with you.

7. Colour variation and natural characteristics

Kakishibu is a natural dye applied by hand. Every piece has its own pattern of mura (斑), tone depth and slight variation, so your piece will not match the website photographs or any other piece exactly. Screen colour also differs between devices. Kakishibu has a faint natural scent that fades with wear and washing, and the colour deepens with light and wear over time. These characteristics are part of the product and are not defects. Sample photographs are available on request before order confirmation.

8. Where our products are made

SHIBUI does not weave or sew. Base garments are made in Vietnam, Cambodia and India. The T-Shirt, Long-Sleeve and Oxford are made in Vietnam, the Stand Collar (hemp) in Cambodia, and the Tote in India. Each piece is then hand-dyed with kakishibu, with liquid sourced from Minami-Yamashiro, in Kyoto, Japan.

9. Care

Colour and wear depend partly on how a piece is looked after. Please follow our Care & Maintenance guidance. Damage caused by not following it is not a manufacturing defect. Machine washing is possible (cold, 30°C, gentle cycle) but only with the garment washed on its own; kakishibu can release colour and iron can dissolve in the wash water, and SHIBUI is not responsible for colour transfer onto other items, staining or rust-like marks caused by dissolved iron, or any effect on a washing machine.

10. Intellectual property

The SHIBUI name and logo, and the text, photographs, designs and other content on this site, belong to Arigatou LLC or its licensors. Please do not copy, reproduce or use them commercially without our written permission. Buying a piece gives you ownership of that physical item only.

11. Limitation of liability

To the extent permitted by applicable law, we are not liable for indirect or consequential loss, or for delays or loss caused by events outside our reasonable control, including carrier or customs delays. Nothing in these terms excludes or limits any right you have under mandatory consumer protection law in your country, or any liability that cannot lawfully be excluded.

12. Privacy and cookies

How we handle personal information is explained in our Privacy Policy (in Japanese). What the SHIBUI pages store in your browser is described in our Cookie Policy.

13. Governing law

These terms and any purchase from SHIBUI are governed by the laws of Japan. We hope to resolve any concern directly, so please contact us first.

14. Changes to these terms

We may update these terms from time to time. The version published on this page when you place your order applies to that order. The date of the latest update is shown at the top of the page.

15. Contact

Email [email protected]. We reply within 24 hours, Japan time. Operator details are in the 特定商取引法に基づく表記.