Right of withdrawal and Returns Policy
We hope you are satisfied with your order! However, if you wish to return an item you have ordered, there are two ways to do so:
- The right of withdrawal: is a legal right that allows you, within the first fourteen (14) days after receiving the product, to return an item without having to give any reason. This period applies to all products, subject to the exceptions listed below, and to all sellers.
- The SHEIN Returns Policy: is a commercial policy that we have voluntarily implemented to offer you additional conditions beyond the fourteen (14) days, because your satisfaction is our priority. This policy allows Customers, subject to certain conditions and in accordance with the terms set out below, to return items that are no longer eligible for the legal right of withdrawal, in order to obtain a refund. Therefore, this policy complements the legal right of withdrawal.
We have simplified the return process as much as possible. Please note that Infinite Styles Services Co. Ltd ("SHEIN") will process any returns on behalf of the relevant seller (see our information on the assignment of obligations).
Your return is also subject to the Fair Use Policy. (See our SHEIN Fair Use Returns Policy).
1. Right of withdrawal
Between day 1 and day 14 after receipt, you may exercise your right of withdrawal in accordance with the conditions set out in section 9 of the Terms and Conditions. They are reproduced below for ease of reference.
(1) General: The Customer, who is a consumer purchasing from a professional trader, has the right to withdraw from all or part of their order, without giving any reason, within fourteen (14) days after receiving the order (delivery date or order pick-up date, depending on the Products and the option chosen by the Customer). In the case of different delivery times for the same order, that period shall begin on the day on which the Customer or a third party designated by them, other than the carrier, takes physical possession of the last package of the order. Exceptions to the right of withdrawal are set out in subsection (2) below.
(2) Exceptions: Certain Products are not subject to the right of withdrawal. This is the case for Products (i) that have been personalised for the Customer or (ii) that have been unsealed (cases where protective seals have been removed) by the Customer after delivery and which cannot be resold for reasons of hygiene or health protection, which applies, for example, to the following products:
- lingerie and swimwear,
- cosmetic products,
- intimate products (e.g. razors, brushes (toothbrushes, body brushes, etc.)),
- piercings and non-clip earrings.
(3) Exercise of the right: For the withdrawal period to be respected, it is sufficient for the Customer to send the communication regarding the exercise of this right (as explained below) before the expiry of the fourteen (14) day period after receipt of the ordered Products. The Customer may inform us of their decision to exercise this right by different means:
- Through the Customer account, by clicking on "My Orders" and then on "Return the item".
- By informing us of your decision to withdraw from this contract by means of an unequivocal statement (for example, a letter sent by post to Alpha; Address: CALLE GARZAS 22, 28320, PINTO, MADRID, SPAIN, an email sent to [email protected], by phone or through our Customer Service). The Customer may use the model withdrawal form provided at the end of this section, but it is not mandatory. Upon receipt of a notification of withdrawal by any of the means described above, we will acknowledge receipt of such withdrawal on a durable medium (for example, by email) without delay.
(4) Return of Products: If the Customer exercises this right of withdrawal, the Products must be returned within fourteen (14) days following the communication of the exercise of the right of withdrawal, properly packaged and accompanied by all accessories and user manuals. Please note that:
- The Customer must use the return label available in the Customer account (by going to the "My Orders" section, clicking on "Return item" and selecting the Products concerned by the return).
- The return label must be printed and affixed to the return package.
- The return package must be dropped off at the nearest return point according to the logistics company corresponding to the return label. The Customer shall send the return package to the address indicated on the return label.
- Should the Customer choose to exercise the right of withdrawal by means of a postal notification to the address indicated above (Alpha, CALLE GARZAS 22, 28320, PINTO, MADRID, SPAIN), the Customer must return the Product to that same address at their own expense.
- The Customer shall bear the cost of returning the Products.
- Please note that the package must not be returned to the sender's address if it does not match the return address. Otherwise, the package will be lost.
(5) The returned Products must not have been worn or used in any way, nor handled in a manner other than what is necessary to establish the nature, characteristics and proper functioning of the Products. For example, the Products may be tried on, as would be permitted in a physical store, but not worn for extended periods or used, and the tag must not be removed. In this regard, the Customer is informed that they will be liable for any diminished value of the returned Products that are damaged, soiled or incomplete, or more generally in a condition unfit for resale. In such a case, the refund may be reduced by an amount corresponding to the loss of value of such Product.
(6) Effects of withdrawal: The Customer will be refunded all payments made, including standard shipping costs paid. If the Customer has expressly chosen a more expensive delivery method than the standard delivery method offered by the Seller, only the standard shipping cost will be refunded, unless otherwise indicated. It should be noted that, in the event of withdrawal from only part of the order, the refund of delivery costs and additional costs will be equal to the amount of the costs that would not have been charged to the Customer if such products had not been purchased.
(7) We will make the refund on behalf of the Seller, without undue delay, using the same means of payment used by the Customer to pay for the order, and no later than fourteen (14) days from the day on which we are informed of the Customer's decision to withdraw from the contract. The Customer is informed that the refund will be withheld until the Products have been received or until the Customer has provided proof of having sent the Products back, whichever occurs first.
(8) Please note that the Customer may also choose to receive a refund in Wallet Credits. These credits may lead to a refund of the balance via the original payment method used when placing a new order. However, a digital wallet credit granted by the Operator through other means, as described in the T&Cs, that is not linked to a returned item cannot lead to a cash refund.
(9) In accordance with the T&Cs, Wallet credits can only be redeemed on the website where the credit was granted (for example, if the Customer ordered and then returned a product on the website es.shein.com and chose to receive a credit, this credit can only be redeemed on the website es.shein.com).
Model withdrawal form
To Infinite Styles Services Co, Ltd, (and, if sent by post, to Alpha, CALLE GARZAS 22, 28320, PINTO, MADRID, SPAIN) on behalf of \[INSERT NAME OF SELLER\]
I/We hereby give notice that I/we withdraw from my/our Sales Contract for the following goods:
Ordered on / received on:
Consumer's name:
Consumer's address:
Consumer's signature(s) (only if this form is notified on paper):
Date:
2. SHEIN Return Policy
The Return Policy is a commercial policy that allows Customers, under certain conditions and in accordance with the terms and conditions set out below, to return items that are no longer eligible for the right of withdrawal, in order to obtain a refund.
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, in case you cannot benefit from the right of withdrawal.
2. What items can I return?
Non-returnable items:
This product is returnable within the 14-day right of withdrawal return period but not during the extended commercial return period
• Bodysuits, 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 condition of the item at the time of payment).
• Personalized items. Additionally, order cancellation is not permitted for personalized items.
Return requirements for items that can be returned:
Wedding dresses, suits and other clothing items
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 original brand boxes and all accessories (shoe buckles, shoelaces and dust bags, etc.). Shoes should only have been tried on a clean, soft surface.
Furniture
Items must be new, unused and undamaged (including all accessories, manuals and parts included).
Mobile phones, laptops, projectors, tablets and other electronic devices
Items must be returned in their original condition, sealed and unactivated. Please erase all personal information from the product and include any manuals, accessories and "free" gifts supplied with the product. If parts are missing or the product is not in resalable condition when returned, we will not be able to offer you a refund. If you wish to claim the manufacturer's warranty, we will help you contact the manufacturer.
Other categories
Items must be returned in completely new condition.
Bundled Products
For bundled products, all items included in the set must be returned together.
3. How do 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". Please note that some items cannot be returned, as specified above.
4. Select the "Return Method". Please note that, due to restrictions imposed by carriers, some return methods may not be available for certain items.
5. Select "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 may 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 place 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 shipment yourself. In such cases, you must 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 reimbursement of the shipping costs.
START RETURN
4. What are the return methods and fees?
Return methodReturn documentationPrinter requiredReturn fees
CTT
In-store drop-off
QR CodeNo
Returns are free for the first return of one or more eligible items from any order within the voluntary return period, but are subject to our Fair Use Policy (see our SHEIN Fair Use Return Policy).
For the second and subsequent returns of the same order, 3,9 EUR will be deducted from the refund as shipping charges.
INPOST
In-store drop-off
QR CodeNo
Return labelYes
GLS
In-store drop-off
QR CodeNo
Correos Spain
In-store drop-off
Return labelYes
FedEx
Pickup service
Return labelYes
Self-Managed ReturnDepends on your logistics providerYou 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 sent back to you by mistake.
5. How do I modify a return request?
Go to "My Orders" → Click on "Returns" → Click on "Return and Refund Record" → Click on "Details" → Click on "Modify Returned Items", select the items you want 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 on "Returns" → Click on "Return and Refund Record" → Click on "Details" → Click on "Save the label" to view and download the return label.
7. How do I cancel the return request?
Go to "My Orders" → Click on "Returns" → Click on "Return and Refund Record" → Click on "Details" → Click on "Cancel the Request"
8. When will I receive my refund and under what conditions?
Return ShippingReturn ReceiptWarehouse Quality ControlSHEIN RefundFinancial Institution Processing Time
5-7 days5-7 days1 day
It usually takes between 2-10 business days, depending on your financial institution.
When a returned item arrives at our warehouse, we will inspect and/or test it. If the returned item is used or damaged, has missing parts or accessories, or is damaged due to improper use (and not due to SHEIN or the seller), the refund will be reduced to reflect the loss of value. If the returned item is entirely in a condition unfit for resale, no refund will be issued. We will dispose of the item unless you instruct us otherwise and agree to pay the cost of its return.
● 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, make sure the item you are returning matches the details listed in your return request. Any discrepancy could cause delays or prevent us from processing your refund.
● Please make sure to review your returns before sending them. We are not responsible for the return of non-SHEIN products.
● If you receive a defective or damaged item, please contact Customer Service within 90 days of the order date. We will investigate the issue and offer an appropriate solution, including a refund if applicable.
You can click here for more information about the Refund Policy.