Business Day ■ We are shipping orders but the Customer Service Center (taking calls,
replying to emails etc..) is not available. ■ Both shipping and customer service are not available.
Frequently Asked Questions
Orders and Cancellation
Can I cancel my order before it arrives?
Please contact us and tell us your full name and telephone number that you registered on the order.
Can I change the size/color of items before my order arrives?
Please contact us and tell us your full name and telephone number that you registered on the order, as well as the changes you would like to make.
Why have I not received an ‘Order Confirmation’ or ‘Shipping Notification’ email?
We send the following types of email:
Sent the next business day after the order has been confirmed
Sent on the day of shipment
To notify the customer that a product is out of stock
Reasons for not receiving an email could include:
The email address on the order is incorrect
Using a free mail client such as Hotmail or Yahoo
Exceeding the allocated limited for your inbox
*Our emails may be considered spam by certain email clients, so please also check to see if this is the case.
If you do not receive any email from us please contact us directly so we can solve the problem.
Can I return the goods that I ordered?
Goods may be returned or exchanged within seven days of purchase, providing that the tags have not been removed.
We are unable to accept returns or exchanges if goods have been lost or destroyed.
Cost of returning faulty or defective goods will be paid by Shirohato.
In any other case, the cost of returning goods is to be paid by the customer.
We are only able to accept one exchange or return per order.
The following items cannot be returned or exchanged:
Goods that have been damaged, stained or tampered with by the customer
Individual pairs of panties
Will you re-stock colors/sizes that have sold out?
It all depends on the product.
There may be times when manufactures produce a limited run, run out of stock themselves, or decide to stop producing a particular line.
If you tell us the color, size and code of the product you are looking for, we will contact the manufacturer directly and make an enquiry for you.
Is it possible to change the size of the panties in a bra and panty set?
No, unfortunately not.
Size of the panties in a given set is decided by the manufacturer.
Sizes may differ depending on the manufacturer and the size of the bra.
Larger bra sizes tend to come with larger panties.
In some collections, the bra and panties are sold separately, allowing you to choose the size that is best for you.
Can the payment forms be re-issued?
Please contact us and tell us your full name and phone number registered on your order and we will re-issue the forms.
Is it possible to have orders from different sites shipped together?
No, unfortunately not
Orders placed on different sites are shipped separately.
We apologize for the inconvenience.
How long will it take for items to be shipped?
We try our best to ship orders the day after they were placed.
This means that shipment should take approximately seven days to complete.
We will send an email to confirm your order and inform you if an item is out of stock.
Please allow an extra ten days for products that are out of stock.
*Please note that shipment may be effected by postal strikes, natural disasters, holiday periods, customs and laws in your home country, as well as the availability of a given item
How will information on the invoice be worded?
The sender’s name will read ‘Shirohato’ and products will be listed as ‘Clothing’.