FREQUENTLY ASKED QUESTIONS

GOOD QUESTIONS. GOOD ANSWERS.

Everything you need to know about our pieces, shipping, returns, and everything in between.

PRODUCT & MATERIALS

What materials do you use?

Our pieces are crafted from premium recycled 316L stainless steel or .925 sterling silver. Gold styles feature an 18K gold vacuum-sealed finish over stainless steel, designed for lasting wear.

Each piece is designed in-house in Los Angeles with an emphasis on quality, detail, and everyday style.

Is your jewelry hypoallergenic?

Yes! Our jewelry is made with hypoallergenic materials selected to be gentle on sensitive skin and resist green discoloration. However, everyone's skin is different, and individual sensitivities may vary.

Will your jewelry tarnish or turn my skin green?

Our stainless steel pieces are designed to resist tarnishing, rust, and green skin staining. Sterling silver may naturally tarnish over time but can be cleaned to restore its shine.

With proper care, your pieces can stay looking great for years to come.

How should I care for my jewelry?

A little care goes a long way. Avoid prolonged exposure to harsh chemicals, perfumes, and cleaning products. Gently wipe your jewelry with a soft cloth and store it in a dry place when not in use.

Will sold-out pieces be restocked?

Nope! We only produce limited runs of each design. Once a piece sells out, it's gone for good.

If something catches your eye, don't wait too long.

Where are your products designed?

Every Shinsei Collective piece is designed in-house in Los Angeles, California, inspired by the stories, characters, and moments that stay with us.

SHIPPING & DELIVERY

Where do you ship?

We ship throughout the United States and to select international destinations, including Canada, the United Kingdom, Australia, New Zealand, and many countries across Europe and Asia.

You can confirm shipping availability for your country at checkout.

Do you offer free shipping?

Absolutely!

United States: Free shipping on orders over $99.
International: Free shipping on orders over $150 to eligible destinations.

Shipping rates for orders below these thresholds are calculated at checkout.

How long does shipping take?

Orders ship from California and are typically processed within 2 to 5 business days (Monday through Friday), excluding holidays.

Delivery times vary depending on your location and selected shipping method. Estimated delivery times are displayed at checkout.

How can I track my order?

Once your order ships, you'll receive a shipping confirmation email with tracking information, if available for your shipping method.

Tracking updates may take a little time to appear after your package ships.

Will I have to pay customs fees or import duties?

For international orders, applicable taxes and import duties are calculated and collected at checkout whenever available, so there are fewer surprises at delivery.

If any charges aren't collected at checkout, additional duties, taxes, or carrier fees may be due upon arrival.

What if my package is lost, damaged, or delayed?

We're here to help! If something goes wrong with your delivery, reach out to contact@shinseicollective.com with your order number, and we'll help you work with the shipping carrier.

RETURNS & EXCHANGES

What is your return policy?

We want you to love your pieces! For eligible orders delivered within the United States, we offer:

Within 3 days of delivery: Request a full refund to your original payment method.
Within 14 days of delivery: Request an exchange or store credit.

Items must be unworn, unused, and returned in their original condition and packaging.

Some exclusions apply. Your rights under applicable consumer protection laws remain unaffected.

How do I start a return or exchange?

Log into your account to submit a return request, or contact us at contact@shinseicollective.com with your order number.

Once approved, we'll send you instructions on how to return your item.

Please don't send anything back before receiving return approval.

Are there items that cannot be returned?

Customized, altered, worn, or customer-damaged items are not eligible for standard returns.

If your item arrives defective, damaged, or incorrect, please contact us immediately so we can help resolve the issue.

Do you offer international returns or exchanges?

We do not currently offer exchanges for international orders.

If you need to return an international order, contact us to discuss your options. Return rights may vary depending on your country.

Customers in the European Union and United Kingdom may have a statutory 14-day cancellation right for eligible online purchases. Additional time is provided to return goods after cancellation, as required by applicable law.

Who pays for return shipping?

Customers are responsible for arranging and covering return shipping costs for change-of-mind returns unless otherwise stated or required by law.

When will I receive my refund?

Once your return is received and inspected, we'll notify you of its approval status.

Approved refunds are issued to your original payment method. Processing times may vary depending on your bank or payment provider.

ORDERS & CANCELLATIONS

Can I change or cancel my order?

Of course, as long as it hasn't shipped yet!

Once your package has shipped, we're unable to make changes.

Can I change my shipping address?

If you notice a mistake in your shipping address, contact us immediately.

We'll do our best to update it before your order ships, but we can't guarantee changes once it's been processed or dispatched.

What if I receive the wrong item or something arrives damaged?

That wasn't part of the plan!

Please inspect your order when it arrives. If anything is damaged, defective, or incorrect, contact us right away at contact@shinseicollective.com with your order number and photos of the issue.

We'll help make things right.