Shipping

• Orders are processed within 3-7 working days.

• You'll receive a tracking number by email once your order ships.

• If you haven't received a tracking number within 30 days of purchase, you're entitled to cancel your order for a full refund. Refunds are issued to your original payment method.

• If the delivery carrier is unable to reach you and you don't respond to their attempts to arrange delivery, please note that we're not responsible for delays or non-delivery caused by that lack of response, but we're always happy to help you sort it out if you get in touch.

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Your Right of Withdrawal (14 Days), applies to standard products

In line with EU consumer protection law, if you're an EU-based customer, you have the right to cancel your order and return most items within 14 calendar days of receiving them — for any reason, no explanation needed.

This applies to:

• Standard rope colors and lengths from our regular catalog (Terra, Rufous, Cerise, Onyx, and other standard listings) unopened and unused only, for hygiene reasons.

• Care & Gear products (oils, balms, safety shears, rings) unopened and unused only, for hygiene reasons.

To be eligible for a return under this right:

• Contact us within 14 days of receiving your order.

• The item must be unused, in it's original condition as received, and returned in its original packaging with all parts included. Unfolded ropes are not accepted.

• You are responsible for return shipping costs unless the item arrived damaged or incorrect.

Once we receive and inspect your return, we'll issue your refund (including your original standard shipping cost, as required by law) within 14 days, via your original payment method.

Custom & Personalised Orders, not covered by the right above

Items made specifically to your individual request — for example, a custom length, custom treatment, or personalised specification arranged directly with us and not available as a standard catalog listing — are exempt from the 14-day right of withdrawal under EU law, because they are made specifically for you and can't be resold. These items are non-refundable once production has begun, except in the case of a defect (see below).

This exemption does not apply to items simply chosen from our standard color/length options — those are covered under the standard right of withdrawal above, even though they're hand-dyed and handmade.

We'll always clearly mark an item as "Custom/Personalised" at checkout so there's no confusion about which policy applies.

Legal Guarantee, defective or damaged items

Separately from the right of withdrawal above, all products — including custom and personalised orders — are covered by the standard EU legal guarantee against defects or items not matching their description, If your item arrives damaged, faulty, or significantly different from what was described, contact us and we'll arrange a repair, replacement, or refund at no cost to you.

To help us process this quickly, please include:

• A photo of the shipping label

• A photo of the outer packaging and how the item arrived

• A clear photo of the issue itself (e.g. a dented tin, a damaged rope, a welded ring where none was expected)

What isn't covered

• Opened or used ropes, care & gear products (oils, balms), for hygiene reasons

• Custom/personalised orders, once production has begun (except for defects — see Legal Guarantee above)

• Natural shade variation in hand-dyed rope — since every batch is hand-dyed, slight differences from the photos shown are expected and not considered a defect

• Small, expected variations in rope length or diameter from hand production — not considered a defect unless significantly outside the stated specification

Questions before you return something?

Reach out to us at learnshibari (@) gmail (dot) com before sending anything back — we're glad to help figure out the right option for your situation.

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