We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
Most items sold on SHEIN.ca may be returned, with some exceptions (see Non-Returnable Items below), within 45 days after the date of purchase if they meet all applicable return requirements listed below.
Return Requirements for Return-Eligible Items
All Clothing Items, Including Wedding Dresses, Suits, and other Formal Attire:
Items must be returned in new, unworn, unwashed, undamaged, and unaltered condition and have the original tags attached and the hygiene sticker (if applicable) intact.
Human Hair Wigs:
Items must be returned in new, unworn, unwashed, undamaged, and unaltered condition and have the original tags attached. Specifically, items will be inspected for evidence of washing, bleaching, cutting, or other alteration or damage.
Shoes, Bags & Luggage:
Items must be returned in new, unworn, undamaged condition with the original branded boxes and all accessories (e.g., shoe-buckles, shoelaces, and dust bags). Shoes must have been tried only on a soft, clean surface.
Furniture:
Items must be returned in new, unused, and undamaged condition, and in the original packaging (including all accessories, manuals, and parts included).
Electronics:
Cell phones, laptops, tablets, projectors, 3D printers, earphones, smart watches, gaming consoles (such as PlayStation and Switch consoles), and other electronics must be returned in new, unused, inactivated condition, in their original packaging.
If these items arrived to you damaged, or did not start upon arrival, or malfunctioned within 45 days after the date of purchase, not due to your misuse or other action, please contact us immediately and return the item, postmarked within 45 days after the date of purchase, in its original packaging and with all manuals and parts included. We will inspect and test it upon arrival at our warehouse. If our testing determines that the product was damaged, did not start, or malfunctioned, through customer misuse, tampering or other customer action, or if the returned product is missing parts, manuals, or the original packaging, then the return will be rejected. If you need to claim a manufacturer’s warranty, we can help you contact the manufacturer.
Note: If you have saved any personal information on an electronics item that you intend to return, first erase this information completely by following manufacturer instructions before returning the items to us.
All Other Categories:
Items must be returned in their original, unused, unaltered, and unwashed, condition with all tags attached and in their original packaging.
Non-Returnable Items
The following items cannot be returned or exchanged:
Bodysuits, lingerie, underwear, jewelry, accessories, cosmetics, pet products, customized products and any other items for which return or exchange is noted as not being supported on the product page.
Free gifts cannot be returned or exchanged.
Quality Check for Returns
1. When a return item arrives at our warehouse, we will inspect and/or test it to ensure it is return- eligible and meets the applicable return requirements listed above. If the item passes our quality check, we will issue a refund. If our inspection finds that the returned item is not return-eligible or does not meet the return requirements listed above, we will reject the return and refuse to issue a refund or credit.
If the return item is rejected, we will dispose the item if you already consent or send the item back to you at the same address that was specified in the original order if you already paid its return shipping fee or agreed SHEIN to deduct its return shipping fee from the amount of refund of other item(s) returned in the same order, if any. Currently, the return fee for sending the rejected-return item to you is $20, and we reserve the right to adjust this fee.
2. In certain cases, we reserve the right, at our sole discretion, to offer a refund on the rejected-return item, instead of sending it back to you.
3. If you receive a damaged/defective item, please contact SHEIN Customer Service within 72 hours of receipt.
Return Shipping Fee
Return Shipping is free on your 1st return package for any order. You must use the return label ("Return Label") we provide (See "Return Request Process" section below for details), then send the return package to us postmarked within 45 days after the purchase date.
If you have already returned item(s) from an order but would like to make additional returns of item(s) in the same order, you can use the Return Label we provided, and a $9 shipping fee will be deducted from your refund. Please note that additional returns must also be postmarked within 45 days after the purchase date.
Return Request Process
1. Sign into your SHEIN User Account.
2. Go to "My Orders" and find the order that contains the item(s) you would like to return and click "Order Details".
3. Then click the "Return Item" button, select the item(s) you would like to return, indicate the reason, and click "Next Step." Please note that some items are non-returnable as specified above.
4. Select the option how to handle the returned item that is not return-eligible or does not meet the return requirements listed above:
a) have SHEIN ship the item back to you at a cost of $20 for shipping, handling, and processing; or
b) have SHEIN dispose of the item that is not return-eligible at no cost to you.
5. Select the "Refund Method."
6. Select the "Return Method": You can return either by Canada Post or Neighbour Express. You can use the Return Label (Printer Required) that we provide. The Return Label only works if you are shipping within Canada.
7. Pack your return item(s) securely, in the original package if possible, and securely tape the Return Label on the outside of your return package.
8. Mail or ship the return package at your nearest Canada Post or Neighbour Express (as applicable) location where you can receive a receipt as confirmation of your return. Your return package must be postmarked within 45 days after the purchase date. Keep your proof of postage receipt until after you are refunded.
9. The return label is valid for 30 days from creation date. Each label can only be used for one return package and cannot be reused. If your return label expires and your item is still eligible for returns, please contact our customer service to request a new return label.
10. If you prefer to use, and pay for, your own shipping, you can use any shipping method you like. But make sure the package is postmarked no later than 45 days from the purchase date.
Return multiple items from different orders in the same package
If you want to return items from different orders, you can return them together. When the items you returned meet the conditions for merging labels, you can select all the items in the COMBINE RETURN LIST. Remember to keep all of the items to be returned in one package.
Locate the Generated Return Label
Find the order containing the returned item(s) in the “My Orders” section of your User Account. → Click “Order Details” → Click “Return & Refund Record” → Click “Details” → Click “Save the Label” to view and download the Return Label.
1. Refunds will be issued only after a return-eligible item, postmarked within 45 days after the purchase date, has been received at our warehouse and has passed our quality check.
2. For products that are returned in accordance with this Return Policy and pass our quality check, refunds will be processed within 7 days after we receive your return package. The refund will be issued to the original payment method or your SHEIN Wallet, as per your request.
Unfortunately, due to transportation delays, your refund may require an additional 3-5 days to process. Thank you for your patience and understanding.
3. The original shipping fee, if any, is non-refundable.
NOTE:
1. Please do NOT send your return to the sender's address on your original package. This is not the return address and will affect the processing of your return. You should only send it to the address on the Return Label we provide.
2. Please make sure you do not include any items that were not purchased on the SHEIN Site or App by mistake in your return package. We will not be responsible for sending those items back to you.
3. To ensure a smooth and timely refund process, please make sure that the item(s) you are returning match(es) the details listed on your return request. Any discrepancies may cause delays or prevent us from being able to process your return.
4. Potential Fraud or abuse of this policy, including excessive or unreasonable returns, may result in the rejection of future transactions or returns.
5. Please note that SHEIN reserves the right to modify your Points balance to reflect your return. In some circumstances, this may mean your Points balance will show as a negative number. Please refer to our Points policy for more details.
6. The foregoing return process under the policy does not exclude or limit the rights you may be entitled to under consumer protection legislation that vary from province to province. If you receive a damaged/defective item, please contact SHEIN Customer Service as soon as possible.
If you have any issues with your return, please contact Customer Support within 90 days after your purchase date.