Returns & Exchanges Policy

Last Updated: August 11, 2026

This Returns & Exchanges Policy applies to purchases made from SHIKIMONO, operated by Shiki to Ori (Hong Kong) Limited (“SHIKIMONO,” “we,” “our,” or “us”), and shipped to customers in the United States or Canada.

We are committed to providing premium-quality rugs and a reliable customer experience. Because rugs are large home furnishings, and many of our products are custom-made, made to order, oversized, or shipped internationally, our returns and exchanges process differs from that for standard parcel goods.

Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under applicable federal, state, provincial, or territorial consumer protection laws.

1. Return Eligibility

Eligible non-custom products delivered to customers in the United States or Canada may be returned within 14 days of the recorded delivery date.

To qualify for a return, the product must:

• Be unused and in its original condition;

• Be suitable for resale as a new product;

• Be free from stains, odors, pet hair, damage, alteration, or signs of use;

• Be returned in its original packaging or packaging providing equivalent protection;

• Include all original accessories and components, where applicable;

• Receive prior authorization from SHIKIMONO Customer Support.

Products that have been used, washed, cleaned, altered, cut, installed, or damaged after delivery may not be eligible for return.

Returns sent without prior authorization may be refused or returned to the customer.

2. United States and Canada

This voluntary 14-day return policy applies to eligible non-custom products shipped to both the United States and Canada.

Consumer protection laws may provide additional rights in certain circumstances, including where a product:

• Arrives damaged or defective;

• Is materially different from its description;

• Is not the product ordered;

• Is not delivered within a legally required or agreed timeframe;

• Otherwise fails to comply with applicable consumer protection laws.

For Canadian customers, applicable rights may vary by province or territory.

If there is a conflict between this policy and a non-waivable right under applicable law, the applicable law will prevail.

3. Custom and Made-to-Order Products

The following products are considered Final Sale:

• Custom-made rugs;

• Made-to-order rugs;

• Personalized products;

• Special-size products;

• Products manufactured specifically for an individual order;

• Certain oversized products requiring special production or freight arrangements;

• Products clearly marked “Final Sale” before purchase.

Once production, customization, material procurement, or manufacturing has begun, these products generally cannot be cancelled, returned, exchanged, or refunded for personal reasons.

This exclusion does not apply where a product arrives damaged, has a manufacturing defect, is incorrectly supplied, materially differs from the product ordered, or where a return, cancellation, replacement, or refund is otherwise required by applicable law.

4. Customer-Initiated Returns and Exchanges

Personal-reason returns or exchanges include, but are not limited to:

• Change of mind;

• Color, material, texture, softness, or appearance not meeting personal expectations;

• Ordering the wrong size, design, material, or color;

• Changes to home design or renovation plans;

• No longer needing the product;

• The product not fitting the intended space where the supplied measurements are accurate;

• Any other reason not caused by a defect, shipping damage, incorrect item, or error by SHIKIMONO.

For an approved personal-reason return or exchange, the customer may be responsible for:

• Return shipping costs;

• Shipping costs for a replacement product;

• Warehouse handling or restocking fees;

• Oversized or special-freight charges;

• Reasonable logistics and processing costs incurred as a result of the return or exchange.

Any applicable handling, restocking, or logistics charges will be communicated during the return authorization process.

Original shipping charges, international shipping costs, oversized delivery charges, and service fees already incurred are generally non-refundable for personal-reason returns, except where otherwise required by law.

We do not currently offer complimentary return shipping for personal-reason returns.

5. Damaged, Defective or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery whenever reasonably possible.

Please provide:

• Your order number;

• Clear photographs of the complete product;

• Photographs of the affected area;

• Photographs of the outer packaging;

• A photograph of the shipping label;

• A description of the issue.

Keeping the original packaging may be necessary for a carrier investigation or return.

After reviewing the information, we may provide an appropriate remedy, including:

• Repair;

• Replacement;

• Exchange;

• Partial refund;

• Full refund.

The appropriate remedy will depend on the nature and severity of the issue and applicable law.

Reasonable return or replacement shipping costs resulting from verified shipping damage, manufacturing defects, incorrect products, or errors by SHIKIMONO will be covered by SHIKIMONO.

Failure to report an issue within 48 hours does not automatically eliminate any non-waivable rights relating to latent defects or other rights provided by applicable law. However, delayed reporting may affect our ability to verify transit damage with the carrier.

6. Color, Material, Texture and Size Variations

Slight variations may occur in:

• Color and tone;

• Texture and softness;

• Pile direction;

• Pattern positioning;

• Handmade details;

• Natural fibers and materials;

• Finished dimensions.

These variations may result from:

• Screen or monitor settings;

• Photography and lighting conditions;

• Indoor lighting;

• Viewing angle;

• Normal pile direction;

• Handmade production;

• Natural material characteristics;

• Normal manufacturing tolerances.

Minor variations that do not materially affect the product’s appearance, quality, or intended use are generally not considered manufacturing defects.

If color, material, or texture is especially important, please contact Customer Support before ordering. Additional photographs or material samples may be available for selected products.

7. Size Tolerances

Handmade, made-to-order, and textile products may have slight variations from the stated dimensions.

Minor variations resulting from normal textile production, finishing, stretching, trimming, or handmade craftsmanship are not generally considered defects unless they materially affect the product’s intended use or exceed any tolerance stated on the product page.

Customers are responsible for confirming that the selected size is suitable for the intended space before ordering.

8. Return Authorization Process

Do not return a product to the sender’s address or any address shown on the shipping label.

To request a return:

1. Contact SHIKIMONO Customer Support within the applicable return period.

2. Provide your order number and reason for the return.

3. Provide photographs where requested.

4. Wait for written return authorization and instructions.

5. Ship the product to the designated return address within the timeframe stated in the authorization.

The designated return warehouse may vary depending on the product, customer location, and logistics arrangement.

Products returned to an unauthorized address may be refused, delayed, or subject to additional costs.

9. Return Packaging and Shipping

Customers must package returned products securely using the original packaging or packaging that provides equivalent protection.

Unless the return is caused by a verified defect, damage, incorrect product, or SHIKIMONO error, the customer is responsible for:

• Selecting an appropriate shipping service;

• Paying the return shipping cost;

• Retaining proof of shipment;

• Providing tracking information;

• Insuring the shipment where appropriate;

• Ensuring the product reaches the designated warehouse safely.

If a returned product is damaged because of insufficient packaging or improper return handling, we may reduce the refund by the reasonable amount of the resulting loss, where permitted by law.

SHIKIMONO is not responsible for an unauthorized return that is lost or damaged before reaching the designated return location.

10. Return Inspection

All returned products will be inspected after arrival.

We will assess whether the product:

• Matches the authorized return;

• Meets the return eligibility requirements;

• Is unused and suitable for resale;

• Contains all applicable components;

• Has been damaged during return shipping;

• Shows stains, dirt, odors, pet hair, alteration, excessive wear, or other signs of use.

If the product does not satisfy the return conditions, we may, where permitted by law:

• Refuse the return;

• Reduce the refund by a reasonable amount reflecting the loss in value;

• Deduct applicable cleaning, repair, repackaging, handling, or logistics costs;

• Arrange to return the product to the customer at the customer’s expense.

We will provide the customer with the result of the inspection and any applicable deduction.

11. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method.

Depending on the reason for the return, the following amounts may be deducted where permitted by law:

• Original shipping charges;

• International shipping costs;

• Oversized delivery surcharges;

• Return shipping costs;

• Warehouse handling or restocking fees;

• Loss in value caused by use or damage;

• Other previously disclosed, non-refundable service or logistics charges.

No deduction will be made for reasonable return costs that SHIKIMONO is required to cover because of a verified defect, shipping damage, incorrect product, or SHIKIMONO error.

Approved refunds are generally initiated within 7 business days after the return has passed inspection. Additional time may be required for the bank, credit card company, or payment provider to post the refund.

12. Exchanges

Eligible non-custom products may be exchanged with prior authorization.

For exchanges requested for personal reasons, the customer may be responsible for:

• Return shipping costs;

• Shipping costs for the replacement product;

• Any price difference;

• Warehouse handling fees;

• Oversized freight charges;

• Other applicable logistics costs.

Replacement products will normally be processed after the returned product has been received and inspected.

Custom-made and made-to-order products are not eligible for exchange for personal reasons. This does not limit rights relating to damaged, defective, incorrect, or materially misdescribed products.

13. Refused and Failed Deliveries

If a shipment is refused, left unclaimed, or returned because of:

• An incorrect or incomplete shipping address;

• Customer absence;

• Missed delivery attempts;

• Failure to collect the shipment;

• Failure to respond to the carrier;

• Failure to coordinate an oversized delivery;

• Refusal of delivery without a verified product issue;

• Another customer-related reason,

the customer may be responsible, where permitted by law, for:

• Return shipping charges;

• Storage fees;

• Redelivery charges;

• Warehouse handling fees;

• Oversized freight charges;

• Other reasonable logistics costs incurred.

A refused delivery is not automatically treated as an approved return. Any refund will be considered after the shipment has been returned, inspected, and applicable costs have been assessed.

14. Contact Us

If you have questions about this Returns & Exchanges Policy, please contact us before placing your order.

We may be able to provide additional product information, photographs, measurements, or material samples for selected products.

SHIKIMONO Customer Support

Email: support@shikimono.com
Website: https://us.shikimono.com
Business Operator: Shiki to Ori (Hong Kong) Limited