Return & Exchange Policy
Thank you for choosing Shapshe. We work hard to deliver top-quality products so that every customer is fully satisfied. Should your purchase not live up to your expectations, we are sorry for the trouble it caused. Unused items may be exchanged or refunded when returned in their original condition and packaging within 30 days of delivery, according to the specific refund cases described below. Just reach out to us inside the return window above and we will do everything we can to accommodate your request.
When a return happens because of the consumer, the shipping fee is the consumer's responsibility. The exact amount depends on the courier company selected.
When the fault is on our side — items arriving damaged or incorrect — the consumer does not have to cover the shipping fee.
Return Processes
1. Before sending back any part of your order, write to our Customer Service at shapshewaisttrainer@gmail.com first, telling us which item(s) you wish to return and why.
2. Our Customer Service team replies with a solution and return instructions in 1-2 business days. Once you have those instructions, pack the item(s) being returned in their original packing.
3. Hand your package over at the local post office.
4. Once your return request is approved, most returns are handled within 5 business days of your package reaching us. The refund goes back to the original payment method, and a confirmation email is sent as soon as it is issued.
Keep in mind that refunds may need up to 5-10 business days to show up on your bank account, since financial organizations process them at different speeds.
Return Conditions
1. A package already dispatched or in transit is not eligible for a refund.
2. When a return happens because of the consumer, the shipping fee is the consumer's responsibility, and the exact amount depends on the courier company selected. When the fault is on our side — items arriving damaged or incorrect — the consumer does not have to cover the shipping fee.
3. Items sent back must be unused and carry their original packing. Anything worn, damaged, washed or altered in any way will not be accepted.
4. We kindly ask you to keep underwear on while trying your purchase on for the first time.
5. Do double-check what you are shipping back before it leaves your hands. Returns of products that are not from our store are not our responsibility.
6. Anything carrying a non-returnable mark cannot be sent back.
7. Items shipped back to us without a proper return request will not be accepted.
8. Freight To Collect (FTC) service is not offered for packages returned to us — returns travel at your own cost.
9. Keep in mind that an item that does not suit you because the wrong size was picked, or because you did not contact us to change the details before the package left, is not treated as a product quality problem and stays under the customer's responsibility. A free size exchange service is available, though the customer pays the shipping cost of sending the original product back. Once we receive and inspect it, the item in the new size is shipped out. Unsure about sizing? Send us an email or a private message and we will help.
10. Keep in mind that the customer answers for a package lost or returned because the information given at checkout was incomplete or incorrect and we were not contacted before delivery.
11. Keep in mind that as soon as the package clears the Customs of the origin, shipping responsibility passes to the carrier. Should the package go missing in that window, please direct your inquiry and claim to the carrier.
12. Should the product itself show quality problems, contact our customer service promptly. After your order information and the product breakage are verified, a new product is sent to you free of charge.
13. Should the package arrive damaged, or the quantity of the product(s) received not match what was actually purchased, contact customer service as soon as possible with the relevant evidence. Past 2 weeks from receiving, the consequences fall on you.
Note: The original shipping fee and Shipping Guarantee are non-refundable. If the return is not caused by a product quality issue or a mistake on our side, the shipping fees are on you.
Return Address
Address: 3rd Floor, Jiumao Cross-Border Industrial Park, No. 78 Jin'ou Avenue, Nancun Town, Panyu District, Guangzhou City, Guangdong Province China (Order Number)
Name: Zhu Xiaofeng
Phone Number: +8615279769495
Postal Code: 511442
Note:
Please never ship your return to the address printed on your package. It is not our return address and it will delay the processing of your return.
If a return and refund are needed, be sure to contact our customer service first. We have to confirm the exact reason and whether the request fits our return policy. When it does, our staff adds your information to our system.
Cancellation Policy
We want every customer to have a smooth shopping experience. Your order can be cancelled any time before it ships. A cancellation request made before the shipping date is processed without any issues.
Please be aware that:
• Every item other than pre-sale products needs a preparation time of 1 to 5 business days before the order is shipped.
• Pre-sale products need a longer preparation time of 15 to 30 business days before they ship.