Table of Contents
1. How long do I have to make a return?
We gladly accept, under certain conditions, returns within 30 days after receipt of 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 not activated. 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 if the product is in an unsellable condition upon return, we will not be able to issue a refund. If you wish to file a manufacturer's warranty claim, we will help you contact them. |
 Other categories |
| Items must be returned in new condition with the original packaging. |
3. How can 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". 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 the "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 combining labels, you can select them all in the COMBINED RETURN LIST. Remember to pack 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 shipping 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 a refund of the shipping costs.
You can click the Return Video for more information on the return steps.
4. What are the return methods and fees?
| Return Method | Return Documentation | Printer Required | Return Fees |
|---|---|---|---|
| Chilexpress In-store drop-off | Return label | Yes | Return shipping is free on your first return of one or more returnable items for EACH order within the Voluntary Return Period. For the second and subsequent refunds of the same order, a shipping fee of 5490 CLP will be deducted from your refund for each return. |
| 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 mistakenly sent back to you.
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 Shipping | Return Receipt | Warehouse Quality Control | SHEIN Refund | Financial Institution Processing Time |
|---|---|---|---|---|
| 5-7 days | 5-7 days | 1 day | 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 determine that it does not meet the return requirements—for example, if it is washed, damaged, unsealed, activated, missing the original tags, has a damaged hygiene sticker, or any other situation we consider makes 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 to the original payment account, as per your request.
● To ensure a smooth and timely refund process, please make sure the item you return matches the details provided in your return request. Any discrepancy may cause delays or prevent us from processing your refund.
● Please make sure to review your returns before sending them. We are not responsible for returning non-SHEIN products.
● If you receive a defective or damaged item, please contact Customer Service within 180 days from the order date. We will investigate the issue and offer an appropriate solution, including a refund if applicable.
You can click here to learn more about the Refund Policy.