Policy

HISHIRO — SHIPPING, REFUND & STORE POLICY

 

1. Quality Standards

Hishiro maintains high-quality standards and inspects every product before shipment. Minor variations in handcrafted or detail-focused garments are natural and are not considered defects.

Each authentic Hishiro product includes official tags and/or packaging. Products without these elements cannot be guaranteed as authentic.

 

 

2. Authenticity & Counterfeit Policy

2.1 Authentic Products

All products sold only through official Hishiro channels (Official website & Marketplace) Hishiro is not responsible for verifying products purchased from unauthorized sellers, resellers, or second-hand marketplaces. 

2.2 Counterfeit Products

Hishiro actively protects its intellectual property. The purchase, sale, or possession of counterfeit items is not eligible for customer support and may result in legal action where applicable.

 


3. Shipping & Delivery

3.1 Address Accuracy

Please ensure your shipping address is complete and accurate. Hishiro cannot change address information once an order has been placed and is not responsible for packages that are delivered to an incorrect address provided by the customer.

During a pre-order, please make sure you put an address that you will be able to receive. As our time estimation for production may not be 100% accurate, delays may happen. Hishiro cannot change the address information once the order is placed. Hishiro is only responsible for shipping to the address placed in the order.

3.2 Order Processing Time

Orders are inspected and prepared within 1–3 business days before dispatch. During peak periods, limited releases, promotions, or public holidays, processing may take 3–7 business days.

3.3 Shipping Timeframes

Delivery times are estimates only and may vary due to courier delays, customs clearance, weather conditions, or other circumstances beyond our control. For more information, please ask our customer service.

Your order will be inspected and prepared within 1–3 business days before dispatch. 

During high‑volume periods such as pre-orders, limited releases, or any holidays, processing may take more time, up to 5-7 business days.

Indonesia (1-3 business days)

International (5-7 business days)

International delivery time may differ to different countries due to customs and other circumstances out of Hishiro’s control.

3.4 Customs, Duties & Taxes

International customers are responsible for all customs duties, import taxes, brokerage fees, or other charges imposed by the destination country. Hishiro does not control or estimate these fees and does not issue refunds for customs-related delays or charges.

3.5 Undeliverable Packages

Packages returned due to incorrect addresses, refusal, unclaimed deliveries, or customs issues will be subject to reshipping fees equal to the original shipping cost plus handling fees.

3.6 Risk of Loss

Risk of loss transfers to the customer once the package is handed over to the courier. Hishiro is not responsible for lost, stolen, or damaged packages once tracking shows delivered to the provided address.

 

 

4. Order Changes & Cancellations

4.1 4-Hour Change Window

Order changes or cancellations may be requested within 4 hours of checkout. This does not apply to Pre-Order items and when a product first releases.

Please ensure that you choose the right sizes because Hishiro cannot change sizes for an item that is premade. Make sure that once you place an order, it is already the right size. 


After this period, orders are released for processing and cannot be modified or cancelled.

4.2 Pre-Orders

Pre-orders cannot be cancelled once payment has been confirmed, except in cases of verified manufacturing defects upon delivery.

4.3 Courier-Declared Lost Parcels

If a courier officially declares a shipment as lost, Hishiro will offer a replacement or refund, subject to stock availability.

4.4 Payment Disputes

If a chargeback or payment dispute is initiated, Hishiro will not process refunds or replacements until the dispute is resolved.

 

 

5. Refund, Return & Exchange Policy

5.1 Eligible for Refund

  • Refunds are accepted for:
  • Manufacturing defects
  • Incorrect items sent
  • Incorrect size sent

5.2 Not Eligible for Refund

Refunds are not available for:

  • The customer who ordered the incorrect size or fit preference
  • Worn, washed, altered, or damaged items
  • Items without original tags or packaging
  • Sale items, promotional purchases, or “Defect Sale” items
  • Pre-orders (except manufacturing defects)
  • Damage caused by improper care or normal wear
  • Color bleeding or transfer from raw or special fabrics
  • No Unboxing Video (Unboxing video must show every part of the product)

5.3 Return Process

  • Contact customer service within 7 days of delivery
  • Provide order number, photos, video unboxing, and issue description
  • Return authorization is required before shipping items back
  • Items must be returned in original condition (No washed, no worn, no damaged, no altered)

Refunds or replacements are processed within 3–5 business days after the returned item is received. Once we receive your item, we will inspect it and notify you of the approval or rejection of your exchange. If approved, the exchange will be processed, and the new item will be shipped to you within 7 business days. Returning an item without Hishiro's authorization will result in no refund, and the item will not be returned to the customer.

5.4 Exchanges

Exchanges are limited and subject to stock availability.
Customers are responsible for all shipping costs + handling fee related to exchanges.
Exchanged items are final and cannot be returned or exchanged again.

 

 

6. Product Information Accuracy

6.1 Sizing

Hishiro’s product measurements may vary by 1–2 cm & 2-4 cm for knits, due to production methods. This variance is not considered a defect.

6.2 Color Representation

Product colors may appear different depending on device screens, lighting, or photography. Hishiro is not responsible for color discrepancies due to customers’ settings. We always make sure that our photography and real products are the same.

6.3 Stock Availability

Items may sell out between adding to cart and checkout. Payment authorization does not guarantee availability.

 

7. Pre-Order Policy

  • Estimated delivery dates are only approximate and may experience delays
  • Pre-orders are non-cancelable the moment the order is placed
  • Delays due to production, shipping, customs, or force majeure do not qualify for compensation
  • Refunds are only issued for verified manufacturing defects
  • Production timelines may extend beyond initial estimates due to factors beyond our control
  • During a pre-order, you can change sizes maximum of only 3 days after you placed an order. 

If you place an order less than 3 days before our pre-order closes, you can only change your size maximum at the last day of pre-order. (Ex: Sunday pre-order closes, you placed an order on Saturday, therefore last chance to change size is Sunday.)

 

 

8. Fabric Care & Special Notices

Raw denim and special fabrics may experience color transfer during initial wear. This is a natural material characteristic and is not a defect.

Hishiro is not responsible for damage to other items caused by color transfer. Please make sure to ask our customer service about the washing guide if you are not sure. We provide a washing guide; however special fabrics and especially raw fabrics, please do contact our customer service for help if not experienced with these fabrics.

 

 

9. Promotions & Discounts

  • Discount codes cannot be combined unless stated
  • Promotions may change or end without prior notice
  • Promotional and Final Sale items are non-returnable and non-refundable
  • Misuse of discounts may result in order cancellation

 

 

10. Customer Service

Hishiro aims to respond to inquiries within 24–48 business hours. Delayed responses do not mean Hishiro approves of customer requests.

All purchases made from the customer’s account are not Hishiro’s responsibility.

 

 

11. Limited & Seasonal Collections

Limited collections may not be restocked or produced in the future.

Product fabric will experience different variations between different production batches or seasons and is not considered defects.

 

 

12. Website Usage

Unauthorized use of Hishiro's website content is prohibited.
User-generated content (Reviews, Photos, Social media posts) may be used by Hishiro for marketing purposes.
Website availability is not guaranteed at all times.

 

 

13. International Customers

Prices are displayed in Indonesian Rupiah. You can convert the prices on the website to your currency.
Currency conversion fees, taxes, and import duties are the customer’s responsibility.
Shipping availability may vary by region.

 

 

14. Contact Information

If you have any questions about our policy, please contact us at:

WhatsApp: +62 878 4684 8368

We prioritize and respond faster to any inquiries on WhatsApp compared to email or Instagram.