Practical help and clear policies for handmade work.

Natural variations in handmade work

Every Shinodoo work is handmade or hand-finished. Small differences between pieces, or between a product and its photographs, are part of this process when the overall use, description, and defining features remain consistent.

• Colour or glaze tone
• Texture and surface finish
• Pattern and small decorative details
• Shape and dimensions within the stated handmade tolerance
• Weaving, polishing, stitching, or edge finishing

Change-of-mind returns

For eligible non-custom items, contact us within 14 days after delivery if you wish to return an order. If the law where you live gives you a longer cancellation period or additional rights, those rules will apply.

You may inspect an item as you reasonably would in a shop. Please keep it in its original condition and include the original packaging and accompanying items. We may reduce a refund for loss in value caused by handling beyond what is reasonably necessary, where applicable law allows.

Custom and made-to-order items

Custom, personalised, or made-to-order items cannot normally be returned because you changed your mind. We will still help when such an item arrives damaged, is incorrect, has a clear quality issue, or materially differs from the confirmed custom requirements or product description.

Damaged, incorrect, or not as described

Please contact us as soon as possible, preferably within 7 days after delivery, if an item was damaged in transit, is incorrect, has a clear quality issue, or materially differs from its description. This requested notice period does not limit any mandatory consumer rights you may have.

Keep the item and packaging while we review the issue. Send your order number, product name, and clear photographs or video showing the problem.

After review, we may offer a replacement, partial refund, or full refund. If a return is required for a confirmed damaged, incorrect, or materially misdescribed item, Shinodoo will cover reasonable return shipping costs.

Return shipping and other charges

For an approved change-of-mind return, the customer normally pays return shipping unless applicable law requires otherwise. Use a tracked service and do not send an item back before receiving return instructions from Shinodoo.

Standard outbound delivery charges are refunded when required by applicable law. Expedited delivery upgrades, customs duties, import taxes, and other destination charges are otherwise non-refundable unless the charge was collected incorrectly or the law requires a refund.

Refund method and timing

Approved refunds are returned to the original payment method. Shinodoo will initiate the refund within the timeframe required by applicable law after the return is received, or after sufficient return evidence is provided when the law permits. Your bank or payment provider may need additional time to post the funds.

How to start a return

Email us before sending anything back. Include your order number, product name, reason for the request, and any photographs or video needed to explain the issue. Returns sent without prior instructions may be delayed or may not reach the correct return location.

Nothing in this policy limits rights that cannot legally be excluded under the consumer law that applies to you.

Information we collect

We collect information needed to provide accounts, orders, delivery, customer care, and a reliable website experience.

• Name, email address, telephone number, and delivery or billing address
• Account registration, sign-in, and account security information
• Order, payment status, delivery, return, refund, and customer-care records
• Pages and products viewed, referral source, device, browser, and approximate region
• Enquiries, reviews, newsletter choices, and other information you submit

How and why we use information

We use personal information to create and secure accounts, perform our contract with you, process orders and delivery, provide support, meet legal obligations, prevent fraud and abuse, and improve Shinodoo's services. Where required, we ask for consent, including for optional marketing communications.

Google and Meta sign-in

If you choose Google or Meta sign-in, we receive only the account information needed to create or access your Shinodoo account, such as your name, email address, and provider account identifier. We do not receive your provider password, friends list, or private messages, and we do not publish through your account.

Payments and delivery

Payments are handled by authorised payment service providers. Shinodoo does not store your full card number or card security code. We share the information needed to complete payment, prevent fraud, deliver an order, and provide tracking with the relevant payment and logistics providers.

Cookies and analytics

We use cookies and similar technologies where needed to keep you signed in, preserve your cart, protect the site, understand visits, and improve product and checkout experiences. You can manage cookies in your browser, although blocking essential cookies may affect sign-in, cart, or checkout functions.

Service providers and international processing

We use service providers for payment, logistics, email delivery, hosting, security, analytics, and technical support. They receive only the information needed for their role and must handle it under their own legal and contractual responsibilities.

Information may be processed in countries other than the country where you live. Privacy rights and transfer requirements vary by location, and we apply the protections required for the relevant processing where applicable law requires them.

Shinodoo does not sell personal information. We do not disclose personal information to unrelated third parties for their own independent use unless you direct us to do so or the law requires it.

Security and retention

We use reasonable technical and organisational measures, including encrypted transmission, access controls, and restricted administrative access. No online service can guarantee absolute security.

We keep information only for as long as reasonably needed for the purpose collected, including account operation, orders, payment reconciliation, tax, returns, fraud prevention, dispute handling, and legal compliance. Retention periods differ by record type and applicable law.

Your privacy rights

Depending on where you live and the law that applies, you may be able to request:

• Access to personal information we hold about you
• Correction of inaccurate or incomplete information
• Deletion of eligible personal information or your account
• Restriction of, or objection to, certain processing
• A portable copy of eligible information
• Withdrawal of consent and cancellation of marketing emails
• Disconnection of Google or Meta sign-in
• Information about how a privacy request was handled or how to contact the relevant regulator

Children's privacy

Shinodoo is not directed to children, and we do not knowingly collect personal information from children in breach of applicable law. A parent or guardian who believes a child has provided information should contact us.

Policy updates

We may update this notice when Shinodoo's services, providers, or legal obligations change. The latest revision date will appear on this page.