Frequently asked questions
Can I cancel or change my order after placing it ?

We offer a 4-hour amendment window after your order is placed. During this time, you can:

  • Change sizes
  • Change colors
  • Swap garments
  • Cancel the order entirely

After the 4-hour window closes, your order is automatically sent to our warehouse and shipping system. At that stage, we’re unable to:

  • Change sizes or colors
  • Swap items
  • Merge multiple orders into one shipment
  • Cancel the order

This is because any manual changes after this point would disrupt our fulfillment process and risk delays or errors for your order and others.

We strongly advise you to take advantage of this 4-hour window—or even before placing your order—to review everything carefully. Please consult our size guides, check your selections, and make sure your order is exactly how you want it.

If you’re concerned about sizing or fit, we’re happy to help with advice based on your height, weight, and preferred style—just reach out to us!
What do I do if my item(s) arrives damaged ?

We’re sorry your item(s) have damage.

Some items break during shipment. We’ll do our best to help.

Please email our team with an image of your damaged item for further assistance.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can.
My order was marked delivered but it’s not here.

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please email our team.
What do I do if I receive the wrong item in my order ?

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via our contact form for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can.
Do you offer free shipping ?

We offer fast and free shipping for ALL orders worldwide!

If your order does incur a Priority Global Fulfillment fee this is because the item you are trying to order is out of stock at your nearest warehouse and will be shipped from an alternate warehouse with stock available.

Keep in mind that the free shipping does not include any customs/import fees that your order may incur upon arriving to your country. 
Why do I have to pay for Priority Global Fulfillment ?

Our most sought-after pieces often sell out quickly in local warehouses. To ensure you never miss out, we’ve introduced Priority Global Fulfillment. When your chosen item isn’t available nearby, we source it from one of our international fulfillment centers and expedite delivery to you. This premium service incurs a $30 AUD fee to cover the additional logistics.

Example: If a customer located in the UK orders a Clasp Jacket in a size that’s sold out in our UK fulfillment center, we’ll secure it from our US or Australian fulfillment center and ship it with priority handling—so you receive your item without delay.
Do you ship worldwide ?

Yes, we proudly offer worldwide shipping through our three primary fulfillment centers. Your order will be dispatched from the nearest location for faster delivery:

  • UK & EU Fulfillment Center: Serving the United Kingdom, all European countries, and select destinations across Africa and the Middle East.
  • Australia & Asia Fulfillment Center: Covering Australia, New Zealand, and the Asia-Pacific region, including major destinations across South Asia and the Middle East.
  • USA & Canada Fulfillment Center: Serving North America, South America, and the Caribbean.

We also ship to most international destinations outside these regions. Delivery times may vary depending on your location and local customs processes. If your order hasn’t arrived within 14 days, please contact our support team for assistance.
How long does delivery take ?

Our typical fulfillment processing time is 1–2 business days, followed by a shipping window that depends on order volumes and the service selected at checkout:

  • Standard Delivery: Usually arrives within 2–6 business days.
  • Express Delivery: Usually arrives within 1–3 business days.
  • International Delivery: Usually arrives within 2–14 business days.

Please note that delivery times may vary based on your location relative to our three warehouses. Your order will automatically be allocated to the nearest warehouse for faster shipping.
How do I track my order ?

Once your order has been placed and processed, you will receive a confirmation email with your order details and then once our fulfillment team have packed & shipped the order you will receive an additional email. This email will include a tracking number and a link to the tracking page.


Click on the tracking number link or enter the tracking number into our tracking page.


Tracking information may not be immediately available after your order is placed. It can take up to 24-48hrs for the number to become active in the couriers system. If you don't receive any updates after 72 hours then please feel free to reach out to our customer support team
What if my package gets lost or arrives damaged ?

Lost Packages

In the event that your order is lost during transit, please reach out to our customer support team at customersupport@shinzobrand.com with your order number and any relevant details - this can be done using our contact form.


Damaged Packages
While we take great care to ensure your order arrives in perfect condition, on rare occasions, issues may occur during transit. If you receive a damaged item, please contact our customer support team within 24 hours of delivery and include photos of the item and packaging.

Our team will promptly review your case and, if applicable, arrange a replacement or issue a refund.
What is your shipping & returns policy ?

Please find our shipping and returns policy here:
Do you offer refunds or exchanges ?

To maintain the integrity of our products, refunds and exchanges are offered within 30 days for qualifying issues only, such as defects or fulfillment errors. Returned items must remain in original condition with all tags and packaging.

Returns & Exchanges Policy

Eligible Returns for full refunds

We accept returns for:

• Manufacturing defects with clear quality control failures

• Incorrect items sent in error by our fulfillment team

• Damaged items received due to shipping mishandling

Non-Eligible Returns for full refunds

The following items cannot be refunded in full under any circumstances:

• Items purchased for incorrect sizing, fit preferences, or buyer's remorse 

• Items worn, washed, altered, or damaged by customer use

• Items without original tags, packaging, or authenticity elements

• Items purchased during promotional sales, sample sales, or marked as "Final Sale"

• Pre-order items (except for manufacturing defects upon delivery)

• Items damaged due to improper care, normal wear, or failure to follow care instructions

• Color transfer or bleeding (characteristic of raw Japanese fabrics)

For returns or exchanges, please contact our customer support. Eligible refunds will be processed to the original payment method within 1-2 days of receiving the returned item.