Start with your order details
Contact us with your order number and a clear explanation of why you’re requesting help with the order.
♡ RETURNS & REFUNDS
Returns, without the confusion.
Something not quite right with your order? Here’s everything you need to know about return requests, replacements and refunds at Shade with Shine.
✦ BEFORE YOU START
A clear way to handle things.
If something isn’t right with your order, here are the main things to know before requesting a return, replacement or refund.
Keep everything as received
Keep the product and original packaging safely with you while your request is being reviewed.
We review the request
Return, replacement and refund eligibility is reviewed based on the order details, product condition and applicable policy.
Approved refunds
If a refund is approved, we’ll guide you through the applicable refund process and next steps.
✦ HOW IT WORKS
From request to resolution.
Keep your order details ready and follow these simple steps so we can review your request as smoothly as possible.
CONTACT US
Tell us what happened
Reach out through our official support options and share your order number along with the reason for your request.
SHARE DETAILS
Send the requested details
Where relevant, we may ask for clear photos, videos or other information about the product and its packaging.
REVIEW & RESOLUTION
We’ll confirm the next step
After reviewing the request, we’ll let you know the applicable next step, which may include return instructions, replacement or refund processing.
✦ RETURN ELIGIBILITY
When a request may be eligible
Eligibility depends on the circumstances of the order and the condition of the product.
- Product received damaged
- Incorrect product received
- Item missing from the order
- Other eligible issues covered by our applicable policy
✦ PLEASE KEEP IN MIND
When a request may not qualify
A request may not be eligible if the product no longer meets the applicable return conditions.
- Product has been used, altered or damaged after delivery
- Original packaging or included items are missing where required
- Required order information cannot be verified
- The request falls outside the applicable return conditions
✦ SOMETHING ARRIVED WRONG?
We’ll help you sort it out.
If your order arrives damaged, incorrect or incomplete, please let us know as soon as possible so we can review what happened.
Contact Us →Keep your order number ready.
Keep the product and original packaging with you.
Share clear photos or videos where relevant.
Explain the issue clearly so we can review it faster.
✦ RETURNS & REFUNDS
The details customers usually ask about.
Open any section below for a quick explanation of how requests are reviewed and what may happen next.
How do I request a return or replacement?
Contact us through our official support options with your order number and the reason for your request. Please do not send a product back before receiving return instructions from us.
What information should I send with my request?
Please keep your order number ready. Depending on the issue, we may also ask for photos or videos of the product, outer packaging, shipping label and any damage or incorrect item received.
When will my refund be processed?
Refund processing begins after an eligible request has been reviewed and approved. The time taken for the refunded amount to reflect may also depend on your bank, payment method or payment provider.
How will I receive my refund?
The applicable refund method depends on the original order and payment method. We’ll confirm the available refund method when your request is approved.
What happens with return or shipping charges?
Any applicable return, pickup or shipping charges depend on the circumstances of the request and the relevant policy conditions. We’ll let you know before the return is processed.
Can every product be returned?
Not necessarily. Return eligibility can depend on the product, its condition, the reason for the request and other applicable policy conditions.
✦ IMPORTANT
Please contact us before returning anything.
Please do not send a product back without first contacting Shade with Shine and receiving the applicable return instructions.
Return, replacement and refund requests are subject to review and applicable policy conditions. Keep your product, packaging and order information available until the request has been resolved.
We’re just a message away
Need help with a return, damaged item or refund? Keep your order number handy and contact us through our official support options.
Contact Us