FAQs

Find full information on our Shipping Details page.

We offer shipping services to most countries for your convenience. Your order will be carefully packaged and shipped to the address of your choosing.

Very regrettably, we can't ship to PO Boxes or APO addresses.

Shipping costs differ based on the destination of your order:

· United States (except Alaska & Hawaii): Free standard shipping (3-5 business days) for all orders.

· International (All other countries and regions): Flat rate of $30 USD for all orders.

Items in stock in the US will be shipped with complimentary standard US delivery (estimated 3-5 business days).

Items in stock in Japan will be shipped internationally (estimated 10 business days).

Once your order is dispatched, you will receive a shipping confirmation along with a tracking number. Please note that delivery times may vary based on the selected service and destination.

Find full information on our returns & exchanges Details page.

Your satisfaction means the world to us. If you are not completely satisfied with your order, simply send a request to info@ibiwako.com within 14 days of delivery. Remember to mention your order number in the email title and our team will help you as soon as we can.

· For returns from the US, BIWAKO will provide a convenient pre-paid return label. A flat return shipping fee of $15 USD will apply, which will be deducted from the refund amount during processing.The return window starts from the day the return shipment is delivered/picked up.

· For returns from countries other than the US, customers will be responsible for the return shipping fee. Please kindly email us the tracking number for the return shipment to ensure the successful delivery back to BIWAKO. Following receipt and inspection of the returned items, we will proceed to refund the initial payment amount through your original payment method.

· Please note the items should be returned unused in perfect condition with all tags attached in their original packaging.

· Sale and personalized orders are final and not eligible for return.

· Pierced earrings are non-refundable due to hygiene reasons.

· If you receive a defective item or an item that does not match your order, please email us at info@ibiwako.com  (within 48 hours of delivery) and we will try our best to assist you with a duty free exchange or refund. (*This warranty does not cover damage from accidents, fire, flood, or other natural disasters, cleaning products or chemicals, contact with sharp or abrasive objects, human fluids, stains or spills, pet damage, misuse, normal wear & tear, or from any other service/alteration made by any other party.)

Steps to return

1.Please email us (within 14 days of delivery) at info@ibiwako.com with your order number, name of item(s) to be refunded, reason for return, and clear photos of the item. Items sent back to us without first requesting a return will not be accepted. The return window starts from the day the shipment is delivered/picked up.

2.For returns from the US, we will provide you with a prepaid return label to ship the items back. For other countries, please kindly provide us your return tracking number to ensure the successful delivery back to BIWAKO. Please pack the items in its original packages with all tags attached. Please dispatch the package within 5 days of the return confirmation email sent by us.

3.Once the items have been returned and received in accordance with the stated instructions, we will send you a confirmation email! Your refund will be processed from the time we receive it. Please note that a return shipping fee of $15 is charged for returns shipped from the US and $30 for all other countries. These return shipping fees are deducted from the refund amount.

4.Please allow 1-2 weeks for your refund to be processed. We’ll send an email once the returned item has been received and your refund has been processed. You will receive the refund in your original form of payment. You can also choose to get a refund in store coupon, in which case we will cover all shipping and processing costs. (*Please note original shipping costs are non-refundable. Duties and taxes are non-refundable if any.)

If you need any further assistance, please contact us at info@ibiwako.com and we’d be glad to help!

Unfortunately, we are currently unable to provide a direct exchange service. If you would like to exchange any item you have purchased, please proceed with the return process to send back the items. Afterward, you may place a new order for the items you wish to exchange.

If you need any further assistance, please contact us at info@ibiwako.com and we’d be glad to help!

Find full information on our Repair Policy & Warranty Details page.

We are happy to let you know that yes, we can customize the size of your ring.  Most of our rings are now offered in sizes 4 – 10.

We also provide customization for different sizes, but please be advised that the fees and delivery time may differ accordingly

If the ring size you would like is unavailable on the website, please contact us at info@ibiwako.com and we’d be glad to help!

Yes! We are delighted to offer custom jewelry for our valued BIWAKO Jewelry customers. For inquiries about our services, please contact us at info@ibiwako.com. We are committed to providing exceptional service to every customer.