FAQ
HOW CAN I CONTACT YOU GUYS?
Either send an email to hi@shibuyalaundry.com, or submit an inquiry at Contact Us.
HOW SHOULD I WASH MY CLOTHES?
In order to prolong the lifetime of your print, we highly recommend you follow these care instructions steps:
Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.
WHAT ARE YOUR PAYMENT METHODS?
For your convenience, Shibuya Laundry offers two of the world's most secure online payment methods provided by PayPal and Stripe:
- If you have a PayPal account, you can log in and pay with your balance, or your credit or debit card.
- If you don’t have an account just click “Pay with a debit or credit card” to pay using Visa, Mastercard, Discover, American Express or Maestro without having to log in.
IS THIS WEBSITE SECURE? CAN I TRUST YOU GUYS?
Shibuya Laundry is powered by Shopify, which is a platform similar to selling on Amazon or Etsy -- they prevent merchants like us from being able to see your sensitive information by encrypting your data with the highest standard technologies available today.
Your credit card number is never shown to us nor do we have access to see it.
SHIPPING
HOW LONG WILL SHIPPING TAKE?
Due to Covid-19 we are experiencing slower fulfillment times. Our usual process would take 2-7 business days but the high demand along with the safety measures taken to keep our employees safe are causing this estimation to now range from: 4-13 business days for clothing and 10-27 business days for acrylic items.
All orders are handmade and printed on-demand.
Once fulfilled you will receive an email with the tracking number.
DO YOU SHIP ORDERS OUTSIDE THE US?
Yes, we do! We ship worldwide.
WHAT ARE YOUR SHIPPING RATES?
For clothing:
- USA Domestic Shipping: 5 USD
- Shipping to Canada: 8 USD
- Worldwide Shipping: 10 USD
For acrylic items:
- Worldwide Shipping: FREE
CAN I TRACK MY ORDER?
Yes, you can track your order. You will receive an email confirmation with your order information and account login once you place your order. You’ll be emailed a tracking number to track your order with the postal service as soon as your order has shipped.
TROUBLESHOOTING
I ONLY RECEIVED PART OF MY ORDER - WHERE IS THE REST?
We work with three separate manufacturers for our prints and graphic products. The items are shipped separately and may not arrive at the same time. Each one of our partners are specialized in a certain product. And even the same type of product might be fulfilled separately as this way you can get your item sooner without waiting for the production pipeline to be done for the remaining items in the queue.
WHY WAS MY ITEM/ORDER CANCELLED?
Your order could've been cancelled for the following reasons:- Item(s) became unavailable after your order was placed.
- Difficulty in processing your payment information.
- Inability to ship to the address provided.
If you have further questions please contact us.
I DIDN'T RECEIVE AN ORDER CONFIRMATION OR SHIPPING CONFIRMATION. WHAT SHOULD I DO?
If you did not receive a confirmation email for the orders you placed, please double check your email spam folder. If you still don't find it please reach out to us.
To ensure you receive all your important e-mails from us, please add hi@shibuyalaundry.com as a trusted website domain in your spam filter.
ORDER & RETURNS
CAN I CANCEL MY ORDER? CAN I MODIFY MY ORDER (COLOR, SIZE)?
All orders are automatically submitted to our production pipeline as soon as we possibly can, that way we can reduce further delays on the delivery times. After the order is placed there is a short time window that you can contact us and request the cancellation of your order. Please contact us before we send your order to production, we will make sure to cancel it hassle-free no questions asked, but only if it hasn't been submitted to the next stage.
CAN I RETURN SOMETHING IF I DON'T LIKE IT?
Most of our items are eligible for our 30 days refund policy. If your product is faulty or damaged, you can email us with photographic proof & request a refund. For more details please read our Refund Policy page.
If you can’t find the answer to your questions, use the contact form
or send us a direct e-mail at hi@shibuyalaundry.com