Order Issues
1. What payment options do you accept?
We accept a wide variety of payment options!
For the quickest checkout process, you can select one of our express options - ShopPay, AmazonPay, PayPal, or GooglePay
We also accept:
• Afterpay, Klarna
• Visa, Mastercard, Apple pay, American Express, Discover, JCB, Diners Club
2. How do I find my order number?
Once you place your order successfully, you will receive a unique Shapshe order number starting with “#SPS”.
There are ways to find your order number :
• Check your email inbox or spam for the order confirmation.
• Create a Shapshe account using the email address you provided at purchase. Find your order number under your order history.
• Still can’t find your order number? Let us help - contact us: customer@shapshe.com.
3. How do I track my order?
Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information. You will then be able to track your order through the tracking link on the email or by logging in to your account on Shapshe.com. Your order may arrive in several shipments. You will receive a separate e-mail notification for each shipment.
It will be sent to the email you used for placing the order. If you fail to track your order, please email customer@shapshe.com with your order number and request.
4. How do I change or cancel an order?
We understand plans can change – let’s try to work this out together!
Please email customer@shapshe.com as soon as possible.
If your order hasn’t shipped yet, we’ll do everything we can to adjust it.
Sadly, once dispatched, modifications may no longer be possible.
5. What should I do if I did not receive my delivered package?
First double-check the area where the carrier would have left it. Ask neighbors too in case the package was dropped at the wrong door. Also, look for any ""attempted delivery"" notices, which means the carrier tried to deliver it, but no one was home. If you still don't see anything, wait until the end of the next day, because some carriers's electronic systems may show the package as delivered, even when it's still on the way. Still no luck? Call the carrier with your tracking number for more information.
If the carrier is unable to provide a resolution please contact our Customer Care Center at customer@shapshe.com.
6. How do you protect my privacy and personal information on your website?
At Shapshe, safeguarding your privacy is core to our values.Please read our privacy policy to view the full details on how we protect your privacy and personal information.
7. I tried ordering through the website but it's not going through - what do I do?
You can solve many errors with just a few simple steps:
Try using a different browser
Force stopping the browser
Clearing the browser cache
If these still don't work, contact us, so we can get it sorted for you!
Shipping
1. Does shapeshe ship internationally?
Yes, we offer standard and express shipping options to most countries.
2. When will my order ship?
Orders are processed depending on item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.
Most orders placed on business days will be processed and shipped within 1-5 business days.
3. Can I change the address information for my current order?
Can I change the address information for my current order?
Normally we will only ship to the address entered when the order was originally placed. Let’s connect as soon as possible if you need to update the shipping address-- contact us.
However, once your order has shipped, if you need to edit or correct any address information, we recommend reaching out directly to the shipping carrier. Please note that modifying addresses or shipping methods can significantly impact the delivery processing time(s) and may incur fees, which are paid by the customer directly to the carrier.
4. How long does my order take to arrive?
Rush 3-8 business days / Standard Delivery 8-15 business days
* Please note that shipping times do not include the standard 1-5 business days processing time it takes for the order to ship out.
5.How can I track my order shipment?
Tracking number are assigned to the packages when they shiped. You will receive an email with your tracking number and a link to check the status. Please check your email inbox and spam folder.
6. What ship methods are used?
We use outside delivery companies (UPS, FedEx, DHL, and USPS), we cannot guarantee these delivery times.
7. What should I do if my package is missing?
We know carrier issues and delays can happen. We find that some carriers may scan a package as “Delivered” when it is still out for delivery and will sometimes physically deliver the parcel within the next four business days.
After 4 business days, if your order is showing as "Delivered” by the carrier, and you have still not located your package, and you have checked the area surrounding your delivery address please contact Customer Service for assistance.
We're here to assist you and provide the necessary help.
We’ll coordinate with the carrier to resolve this quickly – because every order deserves to bring joy!
Exchanges and Returns
1. What is Shapshe’s return policy?
We want you to love every Shapshe piece! We do our best to provide the best-quality products for our customers' maximum satisfaction. If you are not entirely satisfied with your purchase, we are sorry for any inconvenience caused. We accept requests for exchange or refund of unused items in their original condition and packaging within 30 days of delivery. For specific refund requests, please refer to our Return and Exchange Policy.
2. How do I request an exchange or return for my order?
How do I request an exchange or return for my order?
1. When returning any part of your order, please email to our Customer Service at customer@shapshe.com first, indicating the item(s) you would like to return and the reason.
2. Our Customer Service team will reply with solutions and return instructions in 1-2 business days. After receiving return instructions from us, please package up the item(s) to be returned with the original packing.
3. Drop off your package at the local post office.
4. If your return request is accepted, most returns are processed within 5 business days after we receive your package. We'll issue the refund to your original method of payment. Once your refund has been issued, you will receive a confirmation email.
* Please note that refunds can take up to 5-10 business days to appear on your bank account due to varying processing times of financial organizations.
3. Who pays the shipping costs in the case of a refund or return?
If the return is caused by the consumer, 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 not correct, and the consumer is not required to bear the shipping fee for this reason.
4. What should I do if I receive a faulty item?
We apologize if you received a faulty item.
Please send a photo of the damaged product to customer@shapshe.com with your order number and we would be happy to help you with a resolution.
* Please note that any damaged item outside of a 30 days return window cannot be returned or refunded.
5. What should I do if I closed my bank card or lost it?
Currently, we can only issue a refund to the original payment method, meaning that we cannot issue a refund to a new account or card.
If you have a new credit card, but the original account remains active, the refund will be processed back to your account.
If the account has been completely closed, please consult the bank first. You can reach out to us at customer@shapshe.com if you need further assistance.
More About Shapshe
1. I'm in between size. What should I do?
Our shapewear is designed to slim and smooth, so picking a size too small will cause bulges and discomfort.
Size depends on your measurements, so be sure to measure your bust, waist and hips before placing an order. We have size chart in every product page. You can check it for more details. It's smaller than the normal size. So it's recommended to buy one size larger for the best fit.
If you're not sure which size to choose, you can send messages or email us at customer@shapshe.com. We are happy to answer your questions and help you select the right size for you.
2. How do I apply my discount code?
On the checkout page, you'll notice a box where you can enter your discount code. Once you input the code, click "Apply". Your total amount will be updated to reflect the discount.
• Only one discount code can be applied per purchase.
• Discount code cannot be combined with other offers.
3. Why isn’t my coupon code working?
Coupon hiccup? Let’s troubleshoot together! Your code might not apply due to:
• Expiry date passed
• Cart items excluded from promotion
• Conflict with other offers.
Still stuck? Email customer@shapshe.com – we’ll fix it with a smile!
4. Why might my credit card be refused?
Your credit card may be refused for any of the following reasons:
• The card may have expired. Check that your card is still valid.
• You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
• You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.
• Make sure you’re using the latest version of your web browser. Maybe because your browser is installed some kinds of plug-ins. Please clear the cookies restart the browser and then try again.
