POLITIQUE DE REMBOURSEMENT ET DE RETOUR
Returns
We accept return requests within 30 days of receiving your order.
To be eligible for a return, the item must:
- be unused;
- be in its original condition;
- be clean and free of damage;
- be returned in its original packaging where possible;
- be accompanied by a valid proof of purchase.
We reserve the right to refuse any return that does not meet these conditions.
Items ineligible for return
For hygiene or safety reasons, certain items cannot be returned, including:
- gift cards;
- digital or downloadable products;
- personalized or custom-made items;
- hygiene or personal care products once their packaging has been opened;
- any item used, washed, or damaged after receipt.
Defective or damaged items
If you receive a defective, damaged, or incorrect product, please contact us within 48 hours of receipt of your order at:
Please include:
- your order number;
- a description of the issue;
- clear photos of the product in question.
We will evaluate the situation and offer you, as the case may be:
- a replacement;
- an exchange;
- a full refund.
Refunds
Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your request.
If your refund is approved:
- the refund will be processed to the original payment method used for the purchase;
- processing may take between 5 to 10 business days depending on your financial institution.
Initial shipping costs are non-refundable, unless the product received is defective, damaged, or incorrect.
Delayed refunds
If you have not received your refund:
- Check your bank account.
- Contact your credit card issuer.
- Contact your financial institution.
Processing times may vary depending on financial institutions.
If you still have not received your refund after these checks, please contact us at:
Sale items
Items purchased on sale may be returned in accordance with this policy, unless otherwise stated at the time of purchase.
Items marked as final sale are not eligible for a refund, except where required by applicable law.
Exchanges
We only replace items that are:
- defective;
- damaged upon receipt;
- received in error.
To request an exchange, please contact us at:
Gifts
If the item was marked as a gift when purchased and shipped directly to the recipient, a gift credit for the value of the return may be issued once the return is approved.
In other cases, the refund will be issued to the person who made the purchase.
Return shipping
Before returning an item, please contact our customer service department to obtain return instructions.
Return shipping costs are the customer's responsibility, unless:
- the product is defective;
- the product is damaged upon receipt;
- an order preparation error occurred.
We highly recommend using a shipping service with a tracking number.
We cannot be held responsible for packages lost or damaged during return transit.
Contact Information
For any questions regarding our return and refund policy:
Shiorah
🌐 shiorah.com