REFUND AND RETURN POLICY
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 from damage;
- be returned in its original packaging when possible;
- be accompanied by a valid proof of purchase.
We reserve the right to refuse any return that does not meet these conditions.
Items Not Eligible 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 receiving your order at:
Please include:
- your order number;
- a description of the problem;
- clear photos of the affected product.
We will assess the situation and offer, as appropriate:
- a replacement;
- an exchange;
- a full refund.
Refunds
Once your return is received and inspected, we will notify you by email of the approval or rejection of your request.
If your refund is approved:
- the refund will be processed using the original payment method used for the purchase;
- processing may take between 5 and 10 business days depending on your financial institution.
Original shipping costs are non-refundable, unless the product received is defective, damaged, or incorrect.
Refund Delays
If you haven't received your refund:
- Check your bank account.
- Contact your credit card issuer.
- Contact your financial institution.
Processing times may vary between 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 identified 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 by mistake.
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.
Shipping Returns
Before returning an item, please contact our customer service to obtain return instructions.
Return shipping costs are the responsibility of the customer, unless:
- the product is defective;
- the product is damaged upon receipt;
- a picking error was made.
We strongly recommend using a shipping service with tracking.
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