Quality Standards 

We maintain high quality standards and inspect each piece before shipment. Minor variations in handcrafted items are natural and are not considered defects. Each authentic Shinzo® piece includes specific tags and packaging; items without these elements cannot be guaranteed authentic. 

Authentication & Counterfeits 

All products sold through official Shinzo® channels include specific authenticity elements. We are not responsible for authenticating products purchased through unauthorised retailers or second‑hand markets.  
Shinzo® actively protects its intellectual property. Counterfeit items do not qualify for customer service support and may result in legal action. 

Shipping & Delivery 

Address Accuracy 

Please ensure your shipping address is complete and accurate. Once an order has been placed, address changes may not be possible. Shinzo is not responsible for deliveries made to incorrect or incomplete addresses provided by the customer. 

Processing Time 

Orders are inspected and prepared within 1–3 business days before dispatch. During high‑volume periods, limited releases, or holidays, processing times may vary. Processing times are estimates only and are not guaranteed. 

Shipping Rates & Timeframes 

Shipping rates and estimated delivery timeframes are displayed at checkout. Delivery estimates may vary due to customs processing, carrier delays, weather conditions, or other circumstances beyond our control. 

Alternative Warehouse Fulfillment 

If an item is unavailable in your local warehouse, it may be fulfilled from an alternative Shinzo warehouse. An Alternative Warehouse Fulfillment fee of $30 AUD will be clearly disclosed prior to checkout. This fee covers additional shipping and handling costs only and does not constitute a priority or express service. 

Customs & Duties 

International customers are responsible for all customs duties, taxes, brokerage fees, and other charges imposed by their destination country. These charges are non‑refundable. Packages delayed or returned due to customs issues do not qualify for refunds. 

Undeliverable Packages 

Orders returned due to incorrect addresses, refused delivery, unclaimed shipments, or customs issues may incur re‑shipping fees equal to the original shipping cost plus handling. Customers in Australia, United States, and the United Kingdom generally do not incur customs fees as we have warehouses in these countries. However, if your order is subject to Alternative Warehouse Fulfillment, customs charges may apply. 

Risk of Loss 

Risk of loss and title to products pass to the customer upon confirmed delivery to the shipping address provided. Shinzo is not responsible for lost or stolen packages once delivery is confirmed. 

Order Changes & Cancellation Policy 

Orders may be changed or cancelled within four (4) hours of checkout, subject to processing status. After this window, orders are released for fulfillment and cannot be changed or cancelled. Pre‑orders cannot be cancelled once payment is processed, except in the case of verified manufacturing defects upon delivery. 

Refunds & Exchanges 

All returns, refunds, and exchanges are governed by our Shipping & Returns Policy, which forms part of these Terms & Conditions. Refunds may be issued to the original payment method or, where applicable, as store credit. Eligibility for refunds or exchanges is assessed at Shinzo’s discretion in accordance with the published policy. Shinzo reserves the right to refuse returns that do not meet eligibility criteria. Where appropriate, Shinzo may, at its discretion, offer an alternative resolution. 

Product Information & Accuracy 

Measurements may vary slightly due to the handcrafted nature of our garments. Product colours may appear differently across devices and screens. Stock availability is not guaranteed until payment is completed and order confirmation is issued. Any store credit offered is subject to the Shipping & Returns Policy. 

Pre‑Order Policy 

Estimated delivery dates for pre‑orders are approximate and not guaranteed. Pre‑order payments are final and non‑refundable except in the case of verified manufacturing defects upon delivery. Production timelines may vary due to factors beyond our control. 

Fabric Care & Important Notices 

Premium fabrics, including raw denim and specialty‑dyed materials, may experience colour transfer during initial wear. This is a characteristic of authentic materials and is not considered a defect. Damage resulting from improper care or normal wear is not considered a manufacturing defect. 

Promotional Offers & Discounts 

Promotional offers cannot be combined unless stated otherwise. Sale and final‑sale items are non‑returnable and non‑exchangeable. Shinzo reserves the right to modify or cancel promotions at any time. 

Customer Service & Communication 

Customer service response times are estimates only and do not constitute agreement to requests. Customers are responsible for maintaining account security and confidentiality. 

Limited Collections & Seasonal Items 

Limited collections may not be restocked. Seasonal variations in fabric, colour, or finish are intentional design elements and are not considered defects. 

Website Usage & Availability 

Website access and functionality are provided as‑is and are not guaranteed. Shinzo is not responsible for technical issues or service interruptions. 

International Customers — Additional Terms 

Prices may be displayed in local currencies for convenience. International customers are responsible for complying with local laws, taxes, and import regulations. Consumer protection laws may provide additional rights depending on jurisdiction. 

Contact Information & Support 

Customer support is available during Australian business hours. Response times may vary during peak periods or holidays. 

Damage Limitations 

Shinzo® is not liable for damages exceeding the purchase price of the item. This includes indirect or consequential damages. 

Policy Updates & Modifications 

Shinzo reserves the right to update these Terms & Conditions at any time. Changes apply to orders placed after publication. 

Governing Law & Jurisdiction 

These Terms & Conditions are governed by the laws of Victoria, Australia. Any disputes are subject to the exclusive jurisdiction of Victorian courts. 

Acceptance of Terms 

By placing an order with Shinzo Brand® Pty Ltd, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.