Table of Contents
1. How long do I have to make a return?
We gladly accept, under certain conditions, returns within 30 days of receipt for most new items.
2. What items can I return?
 Non-returnable items |
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• Bodysuits, swimwear, lingerie, jewelry, beauty items, underwear, party and event items, DIY items, pet items and accessories (except scarves, bags, and mermaid tail blankets). • Cosmetics if the seal has been broken. • Items marked as non-returnable. • Free gifts (this depends on the item's status at the time of checkout). • Personalized items. Additionally, order cancellation is not allowed for personalized items. |
Return requirements for items that can be returned:
 Wedding dresses, suits, and other clothing items |
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| Items must be new, unused, unwashed, undamaged, and unaltered, and must have the original tags and hygiene sticker (if applicable) intact. |
 Human hair wigs |
| Items must be new, unused, unwashed, undamaged, and unaltered, and must have the original tags. Items will be specifically inspected for evidence of washing, bleaching, cutting, or other alterations or damage. |
 Shoes, bags, and luggage items |
| Items must be returned new, unused, and undamaged, with the original brand boxes and all accessories (shoe buckles, shoelaces, dust bags, etc.). Shoes should only have been tried on a clean, soft surface. |
 Furniture |
| Items must be new, unused, undamaged, and in the original packaging (including all accessories, manuals, and parts contained within). |
 Mobile phones, laptops, projectors, tablets, and other electronic devices |
| Items must be returned in their original condition, sealed, and unactivated. All personal information must be erased from the product and it must be placed in the original packaging along with the manuals, accessories, and "free" gifts supplied with the product. If parts are missing or the product is in an unsellable condition when returned, we will not be able to issue a refund. If you wish to file a manufacturer's warranty claim, we will help the user contact the manufacturer. |
 Other categories |
| Items must be returned in new condition with the original packaging. |
3. How do I return items?
1. Log in to your SHEIN user account.
2. Go to "My Orders" and find the order containing the items you wish to return.
3. Click the "Return (Combined)" button, select the items you wish to return, indicate the reason, and click "Next Step." Please note that some items cannot be returned, as specified above.
4. Select the "Return Method." Please note that, due to restrictions imposed by shipping companies, some return methods may not be available for certain items.
5. Select "Refund Method" and click "Submit."
6. In certain cases, we reserve the right, at our sole discretion, to issue a refund for an item without requiring you to return it.
NOTE:
● If you wish to return items from different orders, you can return them together. If the items you are returning meet the requirements for combined labels, you can select them all in the COMBINED RETURN LIST. Remember to keep all items to be returned in a single package.
● If you need to return an oversized or overweight item, or if you are returning items from a remote area, you may need to arrange the return shipment yourself. In such cases, you will need to cover the shipping costs in advance and keep the shipping receipt. Once you have returned the items and they have passed our quality inspection, you can contact us for reimbursement of the shipping costs.
4. What are the return methods and fees?
| Return method | Return documentation | Printer required | Return fees |
|---|---|---|---|
| XCargo In-store drop-off | Return label | Yes | The cost of each return label is 19900 COP and will be deducted from your refund. |
| Self-Managed Return | Depends on your logistics provider | You must pay the return fee directly to your logistics provider, and we do not reimburse the costs. | |
NOTE:
● Do not return the package directly to the sender's address on your original package or to the address on our return label, as these are not the actual return addresses and may affect your refund.
● If you wish to use the original shipping packaging to return items, please remove/cover the shipping label on the outside of the packaging to prevent your return from being sent back to you by mistake.
5. How do I modify a return request?
Go to "My Orders" → Click "Returns" → Click "Return and Refund Record" → Click "Details" → Click "Modify Returned Items," select the items you wish to add or remove, indicate the reason, and submit the request.
6. How do I find a return label/QR code?
Go to "My Orders" → Click "Returns" → Click "Return and Refund Record" → Click "Details" → Click "Save the Label" to view and download the return label.
7. How do I cancel a return request?
Go to "My Orders" → Click "Returns" → Click "Return and Refund Record" → Click "Details" → Click "Cancel the Request"
8. When will I receive my refund and under what conditions?
| Return shipment | Return receipt | Warehouse quality control | SHEIN refund | Financial Institution Processing Time |
|---|---|---|---|---|
| 10-20 days | 5-7 days | 1 day | It usually takes 1-15 business days, depending on your financial institution. | |
When a returned item arrives at our warehouse, we will inspect and/or test it. If we find that it does not meet the return requirements, for example, if it is washed, damaged, unsealed, activated, without the original tags, with the hygiene tag damaged, or any other situation in which we consider the product unfit for resale, SHEIN will not be able to offer you a refund.
● The refund will be issued to your SHEIN Wallet or the original payment account, according to your request.
● To ensure a smooth and timely refund process, make sure that the item you return matches the details listed in your return request. Any discrepancies could cause delays or prevent us from processing your refund.
● Be sure to review your returns before sending them. We are not responsible for the return of non-SHEIN products.
● If you receive a defective or damaged item, please contact Customer Service within 180 days of the order date. We will investigate the issue and offer an appropriate solution, including a refund if applicable.
You can click here for more information about the Refund Policy.