Terms & conditions
Please read these terms and conditions carefully before placing your order with us.
By placing an order you are signifying that you accept these terms and conditions and that you will be legally bound by them.
You will receive an order summary by email once your order has been placed. This summarises your order however it does not confirm it and so Shibumi has the right to and might cancel an order at any time. Order cancellations may occur because but are not limited to; lack of stock to fulfill the order, suspicion of fraud, or any discrepancies on an item’s description or price.
We will contact you if we are unable to fulfill your order based on any of the reasons listed above. If we are unable to fulfill any item(s) in your order we will refund you for those item(s).
"We" / "Our" / "Us" / means Shibumi
"You" / "Your" means the Customer
Direct purchases are bought "As Seen" and should be checked at 'Point of Sale' to ensure complete satisfaction. In Stock items purchased in our Showroom or at a show are non-returnable.
Due to the quality and nature of our product range we retain a no refund policy on any bespoke order. This is any 'made to order' piece that is not in stock.
Sale or reduced purchases are subject to our no return policy. In special circumstances Credit or exchange will be available at our discretion. Unless otherwise stated all discounts are for online purchases only.
To be as sustainable and ethical as possible, we only ever include 'in stock' pieces in our Sale, and do not wish to create further waste by creating more stock than we need. This means that you purchased Sale item may have been with us for some time, and therefore may be slightly less than 100% perfect, hence the heavy reductions we apply. If an item has a true fault or flaw, this will of course be mentioned in the item listing.
Naturally, we want you to be delighted with your purchase, but if you are not completely satisfied you may return the goods to us within 14 days of purchase if it is an in stock item.
We refund only on Faulty Goods returned within 14 days of purchase.
*Please note due to the COVID19 situation, returns may take up to 7 working days to be processed once they arrive with us.*
We do not refund goods due to change of mind.
For a standard 'in stock' order the customer has the right to cancel the order within 14 days of placing the order. If cancellation after 14 days then the customer must pay full price for the goods. This will also incur a £15 admin charge.
For a bespoke order there is a no refund policy. We will however amend the garment again if there is a tailoring error.
We maintain a no refund policy on special orders including 'Made to Measure' , 'bespoke ' and 'Alteration to Customer Specification'. This includes customer pattern adaptation and pattern alteration outside our 'Standard Size and Measurement' specification.
From Point of Sale Standard Delivery is 8-10 weeks. The Express Service is 4-6 weeks and if the item is in stock it is within 10 days.
*Please note due to the COVID19 situation, orders may be a little later than specified. Customers will be contacted individually if this is the case*
All orders will be tracked and signed for. Tracking details are available upon request. Shibumi does not take any responsibility for late deliveries once despatched.
If for some reason there is an issue out of our control and your Express order is late, we will refund the Express charge of £35.
If you have a change of mind to your order and have paid for the Express Service the £35 is non refundable.
We regret we are unable to refund any postage.
If the goods are faulty – subject to Terms and Conditions we will refund you in full for your purchase.
If we find that any returned goods have been altered in any way by you or any other party and this has contributed to the fault no refund will be given.
If you have placed your order from outside the UK you will be liable for the cost of any customs fees or fees relating to purchasing from outside the UK including fees pertaining to returning the goods including any import or duties levied on the returned products. From 31st December 2020 this now includes all customers in Europe since the UK is no longer a member of the EU.
If you paid for your order by cheque we will refund you by cheque. If you paid using your credit or debit card we will require you to call us with the card details so that we can process the refund over the phone.
Any refunds, partial or full, will be given to the person who made the original payment.
We recommend that you use a Signed For service for the return of your goods as we cannot accept any liability for any goods lost in transit.
Please return the goods to our Shibumi Office :
7 Priory Fields
Alterations made to existing production garments will incur a minimum fee of £25 plus Delivery and VAT if Shibumi is able to offer this service at the time. With all altered goods we maintain a no return and no refund policy.
Cancellation to an Order must be WITHIN 24 hours of Order placement. Cancellation must be received in writing or email, Phone and Fax do not constitute valid cancellation unless confirmation is received by us.
In special circumstances goods will be available to you 'ON APPROVAL' termed as O/A.
The O/A garment is your responsibility until received back by us. Our On Approval Terms are strictly SEVEN DAYS RETURN / REMITTANCE from receipt of goods to you from us.
O/A goods will not be deemed Returned until 'Signed For' by us. Goods received back outside of these Terms are considered the property of the customer and will be Invoiced as quoted.
It is your responsibility to ensure the O/A goods are returned to us in good condition. We recommend Special Delivery available through the Post Office for returning goods to us at your expense. It is not necessary for us to receive the item on a Saturday.
All incurred Delivery Charges are yours and will be included in Invoice.
All prices are subject to VAT at the current rate and are quoted in Pounds Sterling unless otherwise stated.
All purchases and orders made by you to by Shibumi are subject to our Terms and Conditions.
All Gift Vouchers are redeemable at shows, in the showroom or by ordering over the phone. No cash substitutes will be given. If the full value of the voucher is not spent in one go, the remainder will be given as a credit note. The voucher must be used within one year of purchase, any remaining balance will become void one year from purchase of the voucher.