Refund policy

Every HINOISHI piece is embroidered in-house, one at a time, for your order.

Check your size before you order

Please review the size guide and measurements carefully before placing your order. Once an order is placed, the size can't be changed.

All sales are final

We don't accept returns or exchanges, except when an item arrives damaged or defective. This applies to all products, including apparel and rugs.

Damaged or defective items

Email orders@hinoishi.com within 7 days of delivery with your order number and photos that clearly show the damage. We'll review your claim and reply by email to let you know if it's approved. If it is, we'll send you a prepaid return shipping label. Once we receive the item, we'll inspect it within 3–5 business days. If approved, we'll replace it, or issue a refund to your original payment method if a replacement isn't available.

Cancellations — 24 hours

Email orders@hinoishi.com with your order number within 24 hours of purchase to cancel. After that, your piece is already being embroidered and the order can't be cancelled.