FAQ
How long does it take for my order to ship?
Apparel: usually made in 2–7 business days, depending on order volume. Often it's sooner. Every piece is embroidered for your order, and embroidery takes time to do right.
Rugs: each rug is hand-tufted, so it takes a little longer. We'll keep you updated by email on your order's progress.
Once your order ships, a tracking number will be emailed to you. Orders typically arrive within 3–5 business days after shipping, excluding weekends and holidays. Delivery times vary by location.
How do I find my size?
Every product has a Measurements table and a Fit guide. For the best result, lay a hoodie or shorts you love flat and compare them with our measurements before ordering.
Do you accept returns or exchanges?
All sales are final. Every piece is made for your order, so please check the measurements before ordering. If your item arrives damaged or defective, email orders@hinoishi.com within 7 days with photos and we'll make it right. See our Refund Policy.
Do you restock items once they sell out?
Our collections are made in small runs and aren't restocked. Very rarely, if a piece is deeply missed by the community, we may bring it back in a very small quantity, but it's never guaranteed.
Sign up for our mailing list to hear about the next drop before anyone else!
How do I care for my piece?
Apparel: machine wash cold, inside out, tumble dry low or hang dry, and never iron directly on the embroidery.
Rugs: vacuum gently on low suction and spot clean only. Never machine wash.
You'll find full care details on each product page.
Which shipping carriers do you use and where do you ship?
Hinoishi currently offers shipping within the United States via USPS, UPS, and FedEx to residential and commercial addresses, P.O. boxes, and U.S. military bases. Once your order has shipped, you will receive a confirmation email with your tracking number, allowing you to easily monitor your shipment through the selected carrier.
What payment methods are accepted?
We accept all major credit and debit cards, PayPal, Shop Pay, Apple Pay, and Google Pay.
I entered the wrong shipping address, can I update it?
Please double-check your shipping address at checkout, including any apartment, unit or suite number. If you need to change it, email orders@hinoishi.com with your order number as soon as possible. We can update it while your piece is being made, before it ships. Once your order ships, the address can’t be changed.
My tracking number isn't updating, can you help me check on it?
Tracking numbers may take up to 48 hours to update. If you experience an unusual delay in tracking updates, please contact us at orders@hinoishi.com for assistance.
How can I contact someone at Hinoishi?
For all inquiries, please email us at orders@hinoishi.com or fill out the form on our Contact us page. Responses may take up to 24 hours. Our team answers emails Monday through Friday, 9 AM to 5 PM. Messages sent on weekends or holidays will be addressed on the next business day. For a faster solution, please include your order number and a brief description of your request.