Thank you for shopping at shapshe. We do our best to offer the best quality products for the maximum satisfaction of our customers. If you are not satisfied with your purchase, we apologize for the inconvenience caused. We will accept exchange or refund requests for unused items in their original condition and packaging within 30 days of delivery as described below for specific refund requests. Please contact us within the above return period and we will do our best to accommodate your request.
Return processes
1. If you wish to return part of your order, please first email our customer service at support@shapshe.com stating the item(s) you would like to return and the reason for it.
2. Our customer service team will respond to you with solutions and return instructions within 1-2 business days. After you have received the return instructions from us, please pack the item(s) to be returned in the original packaging.
3. Drop off your package at the local post office.
4. If your return request is accepted, most returns will be processed within 5 business days of receiving your package. We'll transfer the refund to your original payment method. Once your refund has been processed, you will receive a confirmation email.
Please note that due to the different processing times of financial institutions, it may take up to 5-10 business days for the refund to appear in your bank account.
Return Policy
1. The package that has already been shipped or is in transit cannot be refunded.
2. If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or incorrect, and the consumer is not required to bear the shipping costs for this reason.
3. Returned items must be in their unused condition with the original packaging. We do not accept returned items that have been worn, damaged, washed or altered in any way.
4. We ask that you wear underwear for the first fitting of your purchase.
5. Please check your return before sending it out. We are not responsible for returning non-clothing items.
6. Items with disposable tags cannot be returned.
7. We do not accept returns sent back without a proper return request.
8. We do not offer Freight To Collect (FTC) service for the packages returned to us. The return is at your own expense.
9. Please note that product mismatch due to incorrect size selection or failure to contact us to change the information before the package is sent can not be considered as a product quality problem and is the responsibility of the customer. We can offer free size exchange, but customers need to pay the shipping cost to return the original product. After receiving and checking the original product, we will ship the product in the new size. If you are not sure about the size choice, you can send an email or private message to contact us for help.
10. Please note that the customer is responsible for any lost or returned package due to incomplete or incorrect information provided when placing the order and without contacting prior to delivery.
11. Please note that responsibility for shipping passes to the carrier once the package clears customs of the country of origin. If the package is lost in this period, please contact the carrier for your inquiry and claim.
12. If the product itself has quality problems, please contact our customer service in time. We will resend you a new product for free after verifying your order details and product breakage.
13. If the package is damaged or the product quantity received does not match the actual purchase quantity. You must contact customer service as soon as possible and provide relevant evidence. More than 2 weeks after receipt, you will be responsible for the consequences.
Note: The original shipping fee and shipping guarantee are non-refundable. If the reason for the return is not due to quality problems of the products or our mistakes, you will be responsible for the cost of shipping cost.
Return address
Please contact our customer service at support@shapshe.com. You will receive a reply with the return address within 1-2 business days.
Note: Please do not send your return to the address on your package. This is not our return address and will affect the processing of your return.