SHEIN Return Policy
Right of Withdrawal and Return Policy
We hope you are satisfied with your order! However, if you wish to return an item you have ordered, you can do so in two ways:
- The right of withdrawal: this is a legal right that allows you, within the first fourteen (14) days of receiving the product, to return an item without having to provide any reason. This period applies to all products, except for the exceptions listed below, and to all sellers.
- SHEIN's Return Policy: this is a commercial policy that we have voluntarily adopted to offer you additional conditions beyond fourteen (14) days, as your satisfaction is our priority. This policy allows Customers, under certain conditions and according to the terms set out below, to return items no longer eligible for the legal right of withdrawal in order to obtain a refund. This policy therefore supplements 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 allocation of obligations).
Returns are also subject to the Fair Use Policy. (See our SHEIN Fair Use Return Policy.)
1. Right of Withdrawal
Between the 1st and 14th day after receipt, you may exercise your right of withdrawal under the conditions set out in Section 9 of the Terms and Conditions. These conditions are reproduced below for ease of reference.
(1) General: The Customer, as a consumer purchasing from a professional, has the right to withdraw from all or part of their order, without providing any reason, within fourteen (14) days of receiving the order (date of delivery or collection of the order, depending on the Products and the option chosen by the Customer). In the case of different delivery times for the same order, this period runs from 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 paragraph (2) below.
(2) Exceptions: Certain Products are not subject to the right of withdrawal. This is the case for Products (i) personalised for the Customer or (ii) sealed products that have been opened (cases where the protective seals have been removed) by the Customer after delivery and which cannot be resold for reasons of hygiene or health protection, such as the following products:
- underwear and swimwear,
- cosmetic products,
- intimate hygiene products (e.g. razors, toothbrushes, body brushes, etc.),
- piercings and earrings without clip fastenings.
(3) Exercising the right: In order for the withdrawal period to be met, it is sufficient for the Customer to send the communication concerning the exercise of this right (as explained below) before the expiry of the fourteen (14) day period from receipt of the ordered Products. The Customer may inform us of their decision to exercise this right through several means:
- Via the Customer account, by clicking on "My Orders" and then on "Return item".
- By informing us of their decision to withdraw from the contract by means of an unequivocal statement (e.g. a letter sent by post to SHEIN; Address: DC-1, Logistyczna 1A 55-080 kąty wrocławskie, Poland, an email sent to [email protected], by telephone or through our Customer Service). The Customer may use the model withdrawal form provided at the end of this section, but is not required to do so. Upon receipt of a withdrawal notification through any of the means described above, we will confirm without delay the receipt of such withdrawal on a durable medium (e.g. by email).
(4) Return of Products: If the Customer exercises the right of withdrawal, the Products must be returned within fourteen (14) days of the communication of the exercise of the right of withdrawal, properly packaged and complete with all accessories and user manuals. Please note that:
- The Customer must use the return label available in the Customer account (by accessing the "My Orders" section, clicking on "Return item" and selecting the Products subject to return).
- The return label must be printed and applied to the return package.
- The return package must be delivered to the nearest drop-off point corresponding to the logistics company indicated on the return label. The Customer must send the return package to the address indicated on the label itself.
- Should the Customer choose to exercise the right of withdrawal by postal notification to the address indicated above (SHEIN, DC-1, Logistyczna 1A 55-080 kąty wrocławskie, Poland), the Customer must return the Product to the same address at their own expense.
- The costs of returning the Products shall be borne by the Customer.
- Please note that the package must not be returned to the sender's address if this does not correspond to the return address. Otherwise, the package will be lost.
(5) The returned Products must not have been worn, used or handled in any way, except to verify their nature, characteristics and proper functioning. For example, Products may be tried on as permitted in a physical store, but must not be worn for extended periods or used, and the label must not be removed. In this regard, the Customer is informed that they will be responsible for any diminished value of returned Products that are damaged, soiled or incomplete, or more generally in unsaleable condition. In such a case, the refund may be reduced by an amount corresponding to the loss of value of the Product.
(6) Effects of withdrawal: The Customer will be refunded all payments made, including standard shipping costs. If the Customer has expressly chosen a delivery method that is more expensive than the standard method offered by the Seller, only the standard shipping costs will be refunded, unless otherwise indicated. Please note that, in the case of partial withdrawal from 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 for the order, and in any case within 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 receipt of the Products or until the Customer has provided proof of having sent back the Products, whichever occurs first.
(8) Please note that the Customer may also choose to receive the refund in the form of Wallet Credits. Such credits may give rise to a refund of the balance via the original payment method used at the time of a new order. A digital wallet credit granted by the Operator through other means, as described in the T&Cs, and not linked to a returned item, may not, however, give rise to a cash refund.
(9) In accordance with the T&Cs, Wallet credits can be redeemed exclusively on the website on which the credit was granted (for example, if the Customer ordered and then returned a product on the it.shein.com website choosing to receive a credit, such credit may only be redeemed on the it.shein.com website).
Withdrawal form
To Infinite Styles Services Co, Ltd, (and, if sent by post, to SHEIN, DC-1, Logistyczna 1A 55-080 kąty wrocławskie, Poland) on behalf of [INSERT SELLER NAME]
I/we hereby give notice of my/our withdrawal from the sales contract for the following goods:
Ordered on / received on:
Consumer's name:
Consumer's address:
Consumer's signature(s) (only if the form is notified on paper):
Date:
2. SHEIN Return Policy
The Return Policy is a commercial policy that allows Customers, under certain conditions and according to the terms set out below, to return items no longer eligible for the right of withdrawal in order to obtain a refund.
Table of Contents
1. How long do I have to process the return?
We accept, under certain conditions, returns within thirty (30) days from receipt for most items in new condition, for which the right of withdrawal no longer applies.
2. Which items can I return?
Non-returnable items:
This product is returnable within the 14-day withdrawal period, but not during the extended commercial return period
• Bodysuits, lingerie, jewelry, beauty products, underwear, event and party items, DIY materials, pet items and accessories (except for scarves, bags and mermaid blankets);
• Cosmetics if the seal has been removed or tampered with;
• Items marked as non-returnable;
• Free gifts (depends on the condition of the item at the time of payment);
• Personalized items. Additionally, order cancellation for personalized items is not supported.
Requirements for returning returnable items:
Wedding dresses, suits and other clothing items
Items must be in new condition, never worn, unwashed, undamaged and unaltered, with original tags still attached and, if applicable, the hygiene sticker intact;
Human hair wigs
Items must be in new condition, never worn, unwashed, undamaged and unaltered, with original tags still attached. In particular, a check will be carried out to verify the presence of signs of washing, bleaching, cutting or other modifications or damage;
Footwear, bags and luggage
Items must be returned in new condition, never worn and undamaged, with original branded packaging and all included accessories (buckles, laces, dust bags, etc.). Footwear must have been tried on exclusively on soft and clean surfaces;
Furniture
Items must be new, unused and intact (including all accessories, manuals and supplied parts).
Mobile phones, laptops, projectors, tablets and other electronic devices
Items must be returned in their original sealed and unactivated condition. Please delete all personal information from the product and include any manuals, accessories and free gifts provided with the product. If at the time of return the product has missing parts or is in unsellable condition, we will not be able to proceed with the refund. If you wish to claim the manufacturer's warranty, we will assist you in contacting the manufacturer.
Other categories
Items must be returned in as-new condition.
3. How can I return the 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 are non-returnable, as specified above.
4. Select the "Return Method". Please note that, due to restrictions imposed by logistics carriers, some return methods may not be available for specific items.
5. Select "Refund Method" and click "Submit".
6. In some cases, we reserve the right, at our sole discretion, to issue a refund for an item without you having to return it.
NOTE:
● If you wish to return items from different orders, you can return them together. When the returned items meet the requirements for label combination, you can select all items in the COMBINED RETURN LIST. Remember to keep all items to be returned in a single package.
● If you need to return a large or overweight item, or if you are returning items from a remote area, you may need to arrange the return shipment yourself. In these cases, you will have to bear the shipping costs in advance and keep the shipping receipt. Once the items have been returned and after they have successfully passed our quality control, you can contact us to obtain reimbursement of the shipping costs.
START RETURN
4. What are the return methods and related fees?
Return methodReturn documentationPrinter requiredReturn Fees
BRT
Store delivery
Return labelYes
The first return of one or more eligible items, made within the voluntary return period, is free, but is subject to our Fair Return Policy (see our SHEIN Fair Return Policy).
For the second and subsequent returns related to the same order, a shipping cost of 2.99 EURwill be deducted from the refund.
Poste Italiane
Store delivery
Return label
Yes
INPOST
Locker delivery
PIN codeNo
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 refund 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 could affect your refund.
● If you wish to use the original packaging to return the items, 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 can I modify a return request?
Go to "My Orders" → Click on "Returns" → Click on "Returns and refunds tab" → Click on "Details" → Click on "Modify returned items", select the items you wish to add/remove, indicate the reason and submit the request.
6. How can I find a return label/QR code?
Go to "My Orders" → Click on "Returns" → Click on "Returns and refunds tab" → Click on "Details" → Click on "Save the label" to view and download the return label.
7. How can I cancel the return request?
Go to "My Orders" → Click "Returns" → Click "Return and Refund Record" → Click "Details" → Click "Cancel Request"
8. When will I receive the refund and under what conditions?
Return ShippingReturn ReceiptWarehouse Quality ControlSHEIN RefundFinancial Institution Processing Time
5-7 days5-7 days1 day
Usually takes 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 completely in an unsellable condition, no refund will be issued. We will dispose of the item unless you instruct us otherwise and agree to pay the cost of returning it
● The refund will be credited to your SHEIN Wallet or the original payment account, as per your request.
● To ensure a smooth and timely refund process, please make sure the item you are returning matches the details stated in your return request. Any discrepancies may cause delays or prevent us from processing the refund.
● Be sure to double-check your returns before shipping them. We will not be held 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 provide an appropriate solution, including a refund, if applicable.
You can click here to learn more about the Refund Policy.