Refund policy
Last updated — August 2026.
Your satisfaction is important to us. If something isn’t right with your order, we’re here to help. This Returns & Refund Policy explains how returns, exchanges and refunds are handled at SHIBUYA ONE.
Return Eligibility
You may request a return within 14 days of receiving your order.
To be eligible for a return, products must:
- Be unused and unopened.
- Remain in their original packaging.
- Be in the same condition in which they were received.
For hygiene and safety reasons, we cannot accept returns of opened or used skincare products unless they are defective or were received incorrectly.
Damaged or Incorrect Orders
Please inspect your order upon delivery.
If your item arrives damaged, defective or you receive the wrong product, contact us within 48 hours of delivery by emailing:
support@shibuyaone.com
Please include your order number and clear photographs of the issue so we can resolve it as quickly as possible.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued using the original payment method.
Please note that processing times may vary depending on your payment provider.
Return Shipping Costs
If the return is due to:
- a damaged product;
- an incorrect item;
- or an error on our part;
SHIBUYA ONE will cover the return shipping costs.
For all other eligible returns, the customer is responsible for the return shipping costs.
Non-Returnable Items
The following items cannot be returned:
- Opened skincare products.
- Used products.
- Products returned without their original packaging.
- Gift cards (if applicable).
Exchanges
We currently do not offer direct product exchanges.
If you wish to receive a different product, please return the eligible item and place a new order.
Contact
If you have any questions regarding shipping or delivery, please contact us at:
support@shibuyaone.com