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Customer Care

Returns and Refunds
How do I return a product?
All items may be returned within 90 days of delivery.
To return an item, please contact SHINGOU CO.,LTD. Customer Support through the app or on web and follow the relevant prompts. Please note that we may not cover return shipping costs for all orders. For more information, please review our Return Policy.
How do I return an item once I have a shipping label?
  1. Print the shipping label sent to your email.
  2. Pack your item safely
  3. Attach the shipping label on the top of your package
  4. Ship your package at the post office. You’ll receive your refund after the return package is received
Note that a shipping label is provided on a per item basis. If you need to return more than one item, please follow the return process for each item under your Order History.
Can I exchange an item?
Unfortunately, we currently don't offer item exchanges. We may be able to help replace an order if it doesn't meet your satisfaction. Please contact SHINGOU CO.,LTD. Customer Support for more help.
How do I cancel my order?
You have up to 8 hours from the time of purchase to cancel any items you no longer SHINGOU CO.,LTD. to receive.
If your order was placed within the first 8 hours, you can go to your Order History and click "Contact Support", follow the prompts and select "Cancel my item".
After clicking this option, your order will be cancelled and no charges will occur. If your order has already been processed, you'll be covered under our Return Policy.
What's the status of my refund?
You can check the status of your refund by visiting your Order History. If you received the refund to SHINGOU CO.,LTD. Cash, the credit is immediately available on your SHINGOU CO.,LTD. account and will be automatically applied towards your next purchase.
If you received the refund to your original payment method it may take 5-10 business days for your refund to process back to your account. If you're still having trouble finding your refund, we recommend contacting your bank or payment provider for more information.
If you paid using EBANX OXXO, your refund may show as one of the following:
  • a credit returned to your EBANX account
  • a money transfer to the bank account linked to your EBANX account
For more information on how EBANX OXXO payments work, please visit: www.ebanx.com/mx/ayuda/pagos/boleta
Can you issue my refund to a different card if my card is canceled, lost, expired, or stolen?
We can only refund your money to your original payment method and we are unable to issue refunds to a different card, different account, or different payment method. For more information please review our Return Policy.
We recommend that you contact your card issuer for help with receiving a refund if your card was cancelled, lost, or the account was closed.
I cancelled my order. How will I receive my refund?
Depending on your payment type, your refund will be automatically applied back to your account.
If you received the refund to your original payment method, please allow 5-10 business days for the refund to appear in your account. In some cases, especially with credit cards, your original charge may drop from your statement and you won't see a refund in your account.
If you selected to receive your refund as SHINGOU CO.,LTD. Cash, the credit is immediately available on your SHINGOU CO.,LTD. account and will be automatically applied towards your next purchase.