FAQs

Order Issues

1. What payment options do you accept?

All payment details are handled through a secure channel. Credit card numbers are never stored by us, and we have no access to that information. Accepted methods include: Visa, Mastercard, Klarna, American Express, Paypal, Discover, Diners Club International, JCB, Maestro, UnionPay, Google Pay, Apple Pay.

2. How do I find my order number?

As soon as your order goes through, a unique Shapshe order number beginning with “#SPS” is issued to you.

A few ways to locate your order number :
• Look through your email inbox — and the spam folder — for the order confirmation.
• Register a Shapshe account with the same email address used at checkout. The order number appears in your order history.
• Order number still nowhere to be found? We’re glad to help — write to us: shapshewaisttrainer@gmail.com.

3. How do I track my order?

After your order leaves our facility, an e-mail notification with the shipment tracking details is sent to you. From there you can follow your order using the tracking link in that email, or by signing in to your account on Shapshe.com. Keep in mind an order can arrive split into several shipments — a separate e-mail notification goes out for each one.

The message goes to whichever email you entered when placing the order. Should tracking not work for you, write to shapshewaisttrainer@gmail.com including your order number and what you need.

4. How do I change or cancel an order?

Plans shift — we get it, and we’ll try to sort this out with you!
Reach out to shapshewaisttrainer@gmail.com at the earliest opportunity.
While the order is still awaiting shipment, we’ll do all we can to adjust it.
Unfortunately, after dispatch, changes may no longer be an option.

5. What should I do if I did not receive my delivered package?

Start by taking another look around wherever the carrier normally leaves parcels. It’s worth asking neighbors as well, in case it went to the wrong door. Keep an eye out for any “attempted delivery” notice too — that means the carrier came by while nobody was home. If nothing turns up, hold off until the end of the following day, since a carrier’s electronic system sometimes marks a parcel delivered while it is still in transit. Nothing yet? Ring the carrier with your tracking number and ask for details.

When the carrier cannot offer a resolution, get in touch with our Customer Care Center at shapshewaisttrainer@gmail.com.

6. How do you protect my privacy and personal information on your website?

Protecting your privacy sits at the heart of what Shapshe stands for. Have a look at our privacy policy for the complete picture of how your privacy and personal information are protected.

7. I tried ordering through the website but it's not going through - what do I do?

A handful of quick steps clears up most errors:

Switch to another browser
Force stop the browser
Clear out the browser cache
Still nothing? Get in touch and we’ll get it sorted for you!

Shipping

1. Does shapeshe ship internationally?

We do — standard and express shipping are available to most countries.

2. When will my order ship?

Processing depends on whether the item is in stock and on payment approval. In busier periods, availability of a product can shift while your order is still being processed.

Orders placed on business days are generally processed and shipped out 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?
As a rule, shipment goes only to the address supplied at the time the order was placed. Get in touch with us as early as you can if the shipping address needs updating — contact us.

That said, once the order has shipped, any address edit or correction is best handled by contacting the shipping carrier yourself. Do bear in mind that changing an address or a shipping method can meaningfully affect delivery processing time(s) and may carry fees, which the customer pays directly to the carrier.

4. How long does my order take to arrive?

Rush 3-8 business days / Standard Delivery 8-15 business days

* Do note that these shipping windows sit on top of the usual 1-5 business days of processing needed before an order ships out.

5.How can I track my order shipment?

Packages receive a tracking number at the moment they ship. An email carrying that tracking number, plus a link for checking the status, will reach you. Do check both your inbox and your spam folder.

6. What ship methods are used?

Deliveries run through outside companies (UPS, FedEx, DHL, and USPS), so their delivery times are not something we can guarantee.

7. What should I do if my package is missing?

Carrier hiccups and delays do occur, and we know it. In our experience certain carriers scan a parcel as “Delivered” while it is actually still out for delivery, then hand it over physically at some point over the following four business days.

Once 4 business days have gone by, if the carrier still shows your order as "Delivered”, the package is nowhere to be found, and you have already searched around your delivery address, reach out to Customer Service and we’ll assist.

Helping you and giving you the support you need is what we’re here for.

We’ll work with the carrier to settle this fast — every order deserves to bring joy!

Exchanges and Returns

1. What is Shapshe’s return policy?

Our hope is that you love every Shapshe piece! Delivering the best-quality products for our customers’ maximum satisfaction is what we work toward. Should your purchase leave you less than fully satisfied, we’re sorry for the trouble it caused. Requests to exchange or refund unused items, in their original condition and packaging, are accepted within 30 days of delivery. Where a refund request is specific in nature, have a look at 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. To return any portion of your order, start by emailing our Customer Service at shapshewaisttrainer@gmail.com, telling us which item(s) you wish to return along with the reason.

2. Within 1-2 business days our Customer Service team responds with solutions and return instructions. Once those instructions arrive, pack the item(s) being returned back into the original packing.

3. Leave your package at the local post office.

4. Where a return request is accepted, the bulk of returns get processed within 5 business days of your package reaching us. The refund goes back to the payment method originally used. A confirmation email follows once the refund has been issued.

* Do note that a refund may need up to 5-10 business days to show up on your bank account, since financial organizations process at differing speeds. 

3. Who pays the shipping costs in the case of a refund or return?

Where the consumer is the cause of the return, the shipping fee falls to the consumer. What that fee comes to depends on the express company selected.

Where the fault lies with us — goods arriving damaged or incorrect — the consumer bears no shipping fee on that account.

4. What should I do if I receive a faulty item?

Our apologies if a faulty item reached you.
Send a photo of the damaged product to shapshewaisttrainer@gmail.com along with your order number and we’ll gladly work out a resolution with you.
* Do note that an item damaged beyond a 30 days return window is not eligible for return or refund.

5. What should I do if I closed my bank card or lost it?

For now, refunds can only go back to the original payment method — issuing one to a new account or card isn’t possible.
Holding a new credit card while the original account stays active? The refund will land in your account.
Where the account is closed for good, check with the bank as a first step. Should you need more help, reach us at shapshewaisttrainer@gmail.com.

More About Shapshe

1. I'm in between size. What should I do?

Slimming and smoothing is what our shapewear is built for, so a size that runs too small brings bulges and discomfort.
Because size follows your measurements, take your bust, waist and hips before ordering. Every product page carries a size chart — check it for the full detail. It runs smaller than standard sizing, so going one size larger is recommended for the best fit.
Unsure which size to pick? Send us a message or email shapshewaisttrainer@gmail.com. Answering your questions and helping you land on the right size is something we’re happy to do.

2. How do I apply my discount code?

There’s a box on the checkout page for entering your discount code. Type the code in, then hit "Apply". The total updates to reflect the discount.
• A purchase takes one discount code only.
• Discount codes don’t stack with other offers.

3. Why isn’t my coupon code working?

Coupon hiccup? Let’s troubleshoot together!  A code can fail to apply because of:
• An expiry date already gone by
• Cart items the promotion excludes
• A clash with other offers.

Still stuck? Email shapshewaisttrainer@gmail.com – we’ll fix it with a smile!

4. Why might my credit card be refused?

Any of the reasons below can lead to your credit card being refused:
 • Expiry may have passed. Confirm the card is still valid.
 • Your credit limit may already be reached. Check with your bank that the authorized purchase limit has not been exceeded.
 • Some detail may have been typed incorrectly. Confirm every required field is filled in correctly.
 • Run the latest version of your web browser. Plug-ins installed on the browser can interfere — clear the cookies, restart the browser and give it another go.