Need Help? Let's Sort It Out.
Questions about this guide site. For cancellations or voucher issues, contact the partner where you booked (Klook, GetYourGuide or Viator).
How We Help
Whether you have a question before booking, need help managing an existing reservation, or just want to know which ticket suits your day — our support team is here for you. We handle every question placed through our website, with no runaround and no bouncing between departments.
Contact Information
Shibuya Sky entrance
14F, Shibuya Scramble Square, 2-24-12 Shibuya, Tokyo 150-6145 · not at street level.
Walking tour meeting point
Hachiko statue, Hachiko Exit, Shibuya Station · your guide carries a sign.
Managing a partner booking
We cannot change bookings made on Klook, GetYourGuide or Viator. Use the app or website shown in your confirmation email:
- Klook: My Bookings in the app or klook.com
- GetYourGuide: Bookings in the app or getyourguide.com
- Viator: Manage my booking on viator.com
Each experience page on this site summarises that product's cancellation and reschedule policy before you click through.
Cancellations and refunds
Refunds and cancellations are processed by the partner where you paid — not by Shibuya Sky Tour. Policies differ by product; for example, Shibuya Sky on Klook allows free cancellation before 23:59 (GMT+9) one day before entry, while most GetYourGuide walking tours allow free cancellation up to 24 hours before start.
See our cancellation & refunds page for a full overview.
Frequently Asked Questions
- What should I wear?
- Casual, comfortable clothing. Even in summer the breeze on the St. Lawrence is cooler than in town, so a light layer is a good idea. Closed-toe shoes are best for the boarding ramp.
- Where do I park?
- Do not drive. Shibuya Scramble Square sits directly on top of Shibuya Station and the streets around it are the wrong place to be in a car. The station is served by the JR Yamanote and Saikyo lines, the Ginza, Hanzomon and Fukutoshin subways, and the Keio Inokashira and Tokyu lines — and the building connects to the concourse, so you never go outside.
- Are the tickets suitable for children and older visitors?
- Yes. Main decks are fully accessible, and the vessels have indoor seating and washrooms. Strollers and mobility devices can be accommodated — let us know in advance so we can flag it for the crew.
- Do I need a passport?
- Not for the visit itself. You will need whatever documents your entry to Japan requires, but there is no border and no identity check at the gate — just your ticket.
- What happens if my ticket is cancelled due to weather?
- Sailings can be cancelled for safety in severe weather. If that happens, you are offered a rebooking on another departure or a full refund of the ticket price.
Send Us a Message
Questions about entry times, accessibility, group rates for 20 or more, or a private charter? Send the details and we will come back to you with options.