Returns & Refund Policy
Last updated: 27 April 2026
Custom-made products are not eligible for change-of-mind returns or exchanges.
This Returns & Refund Policy applies to purchases made from SHIKIMONO, operated by Shiki to Ori (Hong Kong) Limited (“we”, “us”, “our” or “SHIKIMONO”).
Please read this policy carefully åbefore placing an order.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law.
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Your rights under this policy are in addition to your rights under the Australian Consumer Law.
2. When Returns, Exchanges or Refunds Are Not Accepted
Subject to your rights under the Australian Consumer Law, we generally do not accept returns, exchanges or refunds in the following cases:
- The product was not purchased from our official online store
- You ordered the wrong item, wrong size, wrong colour or placed a duplicate order
- You changed your mind after placing the order
- The product does not suit your personal preference, intended use, room style or subjective expectations
- The colour, texture, thickness or appearance differs slightly due to lighting, photography, screen settings or device display
- The product has been used, washed, altered, repaired or installed
- The product has been damaged, stained, marked, affected by odour, deformed or deteriorated due to customer use, handling or storage
- Product tags, accessories, packaging or included materials are missing or damaged
- The product is custom-made, made-to-order, special-size, personalised or otherwise customised
- You did not contact us within the required timeframe after receiving the product
- The product was returned without our prior approval
Minor differences in colour, texture, pattern placement, pile height, size, finish, or handcrafting details may occur due to the nature of rugs, carpets, handmade products, woven products, natural jute, wool, and other natural materials. Natural jute and wool materials may shed a certain amount of fibres during initial use. These natural variations and handmade characteristics are not considered defects.
3. When Returns, Exchanges or Refunds May Be Accepted
We will assess your request and may offer a return, exchange, replacement, repair, refund or other remedy where:
- You received the wrong product
- You received an incorrect quantity
- The product has a manufacturing fault
- The product was damaged during delivery
If your product has a problem, please contact us within 3 business days of receiving the product and provide photos or videos clearly showing the issue.
Contact email: support@shikimono.com
We will review the information provided and advise you of the next steps.
Please note that the 3-business-day notice period helps us investigate delivery damage or order issues quickly. It does not limit any rights you may have under the Australian Consumer Law.
4. Return Request Process
If you wish to request a return, exchange or refund, you must contact our customer support team before sending any product back.
Contact email: support@shikimono.com
Please include:
- Your order number
- Your full name
- The product name
- A description of the issue
- Photos or videos showing the issue, where applicable
Products returned without our prior approval may not be accepted.
If a return is approved, we will provide instructions for the return method and return address.
5. Return Shipping Costs
If the return or exchange is due to an error by us, an incorrect item, incorrect quantity, confirmed delivery damage, or a product failure covered by the Australian Consumer Law, we will cover the reasonable return shipping cost.
If a return or exchange is approved as an exception for customer reasons, you may be responsible for:
- Return shipping costs
- Original shipping costs
- Return handling fees
We will inform you of any applicable costs before confirming the return process.
6. Exchanges
If you would like to request an exchange, please contact us first at:
We will check the product condition, stock availability and whether the product is eligible for exchange.
If a return or exchange is approved as an exception for customer reasons, you may be responsible for:
Return or exchange shipping costs
Original shipping costs
Return or exchange handling fees
If the requested replacement item is out of stock, we may offer one of the following options:
- Wait for restock
- Exchange for another suitable product
- Repair, replacement, refund or another remedy where required by law
7. Refunds
If a return is approved and the returned product is received at our designated return address, we will inspect the product.
If the product is confirmed to be eligible for a refund, we will process the refund to the original payment method within 10 business days after inspection is completed.
The actual time for the refund to appear in your account may vary depending on your bank, card issuer or payment provider.
If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at:
8. Custom-Made and Made-to-Order Products
Many SHIKIMONO products may be made-to-order, custom-made, special-size or personalised.
Subject to your rights under the Australian Consumer Law, these products generally cannot be cancelled, returned or exchanged once production or order arrangement has started.
However, if a custom-made or made-to-order product has a major failure, manufacturing fault, or otherwise does not meet a consumer guarantee, we will provide a remedy in accordance with the Australian Consumer Law.
9. Damaged Items During Delivery
If your product appears to have been damaged during delivery, please contact us within 3 business days of delivery and provide:
- Photos of the outer packaging
- Photos or videos of the damaged product
- Your order number
- A description of the damage
Please keep the original packaging until we complete our assessment, as the delivery provider may require evidence for investigation.
10. Contact Us
For returns, exchanges or refund requests, please contact:
Shiki to Ori (Hong Kong) Limited
RM 509, 5/F THE CLOUD 111, TUNG CHAU ST, TAI KOK TSUI, HONG KONG
Email: support@shikimono.com
Business hours: Monday to Friday, 10:00 am – 5:00 pm, excluding public holidays.
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