Most Shinya’s treasures can be returned for a full refund within 30 days of delivery with proof of purchase. To maintain the highest standards of hygiene and artisanal integrity, please note that earrings, custom engraved collections, and sale items are final sale and non-refundable.
Additionally, our incense and scent collections (including agarwood, sage, and candles) cannot be returned or exchanged once the seal is broken or the product has been used. While we provide complimentary outbound shipping, return shipping costs are the responsibility of the customer. Once received and inspected, returns are processed within 5–7 business days.
What is the exchange policy?
We want you to feel complete confidence and harmony with your selection. Most items can be exchanged within 30 days of receipt, provided they are in their original, unworn condition.
To accommodate the spirit of gifting during the holiday season, we offer an extended 60-day exchange window. Purchases made between November 1st and December 31st (at midnight) can be exchanged within 60 days of delivery with proof of purchase. (Please note that earrings, engraved pieces, and sale items are excluded from exchanges for hygiene and customization reasons).
How can I track my order?
After you complete your purchase, you will receive an email confirmation with shipping information. You can enter your tracking number click here.
What methods of payment do you accept?
To ensure a seamless and secure shopping experience, Shinya’s accepts all major credit cards, including VISA, MasterCard, and American Express, processed securely via Stripe.
For your convenience, we also support Apple Pay and Google Pay for a faster, one-touch checkout. Your financial security is our priority; all transactions are encrypted to protect your personal information.
Sales And Promo Codes
Our system allows the use of only one promo code per order. Unfortunately, we do not offer price adjustments and promo codes cannot be prorated or combined. After your first order, you will receive a promotional discount applicable to your second order, such code cannot be retroactively applied to the first order.
Will I be charged tax on my order?
No hidden surprises. At Shinya’s, we value your peace of mind. All prices displayed on our website are inclusive of import duties and local taxes (such as VAT for UK orders). We operate on a DDP (Delivered Duty Paid) basis, meaning we handle the customs clearance and pre-pay all standard taxes on your behalf.
Disclaimer: While we cover all standard import duties and taxes, please note that in rare instances, local customs authorities or carriers may impose small administrative “handling fees” or specific regional charges that are beyond our control. However, our global community rarely encounters such fees. If you have any questions during the delivery process, please contact us at support@shinyas.com.
I would like to change or cancel my order.
You may change or cancel any Shinya`s order as long as the order status is “in process.” Once the order status has changed to “shipped,” we can not change or cancel your order as it is now in the hands of our carriers.
What is the cost of shipping?
Complimentary Worldwide Delivery. We are pleased to offer free standard international shipping on all orders, regardless of destination. Your selection is fully insured and tracked, with all import duties and taxes pre-paid by us. The price you see at checkout is the only price you pay.
When will you ship my order?
Most orders are shipped within 3 business days. Before shipping, all items are cleansed in our Sacred Blessing area to ensure they arrive to you with the highest positive healing vibrations. Once your item ships, we will notify you via email. Please note that during busy seasons, processing an order can take 5-7 business days.
I didn’t receive an order number. How do I know my order is complete?
Our system sends a confirmation email after you make your purchase and it will include your order number. If you didn’t receive it, please check your Spam Folder. If you are concerned that your order didn’t go through, and you haven’t received a confirmation email, please email us at support@shinyas.com
How long does it take for an order to arrive?
Standard Arrival: 5–15 Business Days. Processing: Please allow 3 business days (5–7 during peak seasons) for our artisans to prepare your selection. Shipping: UK: 5–9 Business Days. US: 5–12 Business Days. Rest of the World: 7–15 Business Days. Note: While we strive for timely delivery, arrival dates are estimates. Delays may occur due to customs clearance, local holidays, extreme weather, or remote destinations.
Will my order be shipped in one package?
To ensure that your items are shipped as quickly as possible, some items may arrive separately.
I received a tracking number but it hasn’t been updated.
Please allow our carriers 2-3 business days after the shipment date to update your tracking info.
Can I update my shipping address?
Yes, before dispatch. If you need to update your address, please email support@shinyas.com immediately with your order number. We can only make changes while your order is within processing window. Disclaimer: Shinya’s is not responsible for lost, delayed, or misdelivered packages due to incorrect or incomplete addresses provided at checkout. If a package is returned to us due to an address error, the customer will be responsible for any additional re-shipping costs.
Do you ship internationally?
Yes, we ship to most regions worldwide. We are proud to share our artisanal creations with a global audience. We currently offer tracked international shipping to the majority of destinations, including the UK, US, Europe, and beyond. Disclaimer: While we strive for global reach, certain remote regions or countries with specific import restrictions may be excluded. If we are unable to fulfill an order to your location, we will notify you and provide a full refund immediately
Can I exchange something that I purchased online at a retail location?
Unfortunately, our system requires that all exchanges be made where they were purchased. Please exchange your online purchase by contacting us at support@shinyas.com and then shipping the item(s) back to us.
The item I received doesn’t look like the picture on the website.
Nature creates no two identical treasures. > Because we work with genuine gemstones and sacred woods (such as agarwood and sandalwood), every piece possesses its own unique grain, color depth, and natural inclusions. This means your selection is a one-of-a-kind creation, distinct from any other. We take great care to ensure our photography reflects the true essence and quality of our collection. If you feel the item you received is significantly different or was sent in error, please email a photo to support@shinyas.com so our artisans can personally verify your order.
My item is broken.
Our products are handcrafted with care with strong attention to detail and quality. Due to the delicate nature of some designs, breakage can occur, although it is rare. If your item is broken, please contact us and send a photo of your item and receipt to support@shinyas.com. Replacements are offered if the item is defective and within 30 days of being purchased. Damages caused by regular wear do not qualify for a replacement. Defective items within 1 year with proof of purchase may request a special promo code for 50% off the same item.
What is your Return and Exchange Policy?
30-Day Window. Most Shinya’s treasures can be returned or exchanged within 30 days of delivery. Exclusions: To maintain artisanal and hygiene standards, the following are Final Sale: Customized: Engraved pieces or custom-designed ceramics. Hygiene: All earrings. Opened Scents: Used incense, agarwood, candles, or soaps. Clearance: Any items marked as “Final Sale.”
How long do returns take to process?
Returns are processed within 5-7 business days after being delivered and received. Due to our limited stock, we cannot guarantee replacements or exchanges to 100%. If the item you wish is out of stock you will have the possibility to pick a different item for a replacement. Online purchases may only be returned or exchanged through our customer support team at support@shinyas.com Return labels will be provided only for damaged or defective products within the policy time. Please note that shipping fees are non-refundable.
How do I return an international order?
Global Logistics. As our fulfillment center is in China, international customers are responsible for return shipping fees and customs duties (unless the item is defective). Process: Email support@shinyas.com with your order number to obtain an RMA. Securely pack your item in its original condition. Ship via a trackable carrier. Returns are processed within 5–7 business days of receipt.
How should I care for jewelry and gemstones?
We recommend removing your jewelry before showering, swimming, or vigorous exercise. Avoid contact with perfumes, cosmetics, and harsh chemical cleaners. Cleaning Tip: Simply wipe with a soft, dry cloth after each use. To prevent scratches or natural oxidation, store each piece individually in its provided fabric pouch when not in wear.
Do my wood and agarwood treasures require special care?
Genuine wood is a porous material; please keep your pieces away from moisture (such as hand washing or rain). Over time, the beads will react with your skin’s natural oils to develop a beautiful, deep patina. To keep your treasure in its peak state, we include a complimentary packet of matching natural wood chips with your order. When not in wear, place your jewelry in a sealed bag or box with these chips. This “seasoning” process helps the wood retain its original fragrance and sacred essential oils.
How can I ensure my incense and scent collections stay fragrant?
High-quality aromatic materials, such as our agarwood chips and incense, are sensitive to surrounding odors and humidity. Always reseal the packaging after each use. Store your collection in a cool, dry, and odor-free environment. Proper storage not only preserves the immediate fragrance but allows premium agarwood to “mature” and develop a richer scent profile over the years.
