IMPORTANT INFORMATION:
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. This policy is complementary and distinct from the legal right of withdrawal applicable during the first fourteen (14) days after receipt of the product.
This means that if you wish to return any ordered products:
between the 1st and 14th day after receipt, you may exercise your right of withdrawal, with the conditions described in section 9 of the T&Cs applying [ https://pt.shein.com/Terms-and-Conditions-a-399.html].
between the 15th and 30th day after receipt, the conditions below apply.
Please note that Infinite Styles Services Co. ("SHEIN") will process any returns on behalf of the relevant seller (see our information on the assignment of obligations).
Table of Contents
1. How long do I have to make a return?
We are happy to accept, under certain conditions, returns within thirty (30) days from the date of receipt for most items in new condition that no longer benefit from the right of withdrawal.
2. Which items can I return?
 Non-Returnable Items:This product can be returned within the 14-day right of withdrawal period, but not within the extended commercial return period |
|---|
• Bodysuits, lingerie, jewelry, beauty products, underwear, party and event supplies, DIY materials, pet products and accessories (except scarves, bags and mermaid blankets). • Cosmetics if the seal has been removed. • Items marked as non-returnable. • Free gifts (depends on the condition of the item at the time of payment). • Personalized items. In addition, order cancellation for personalized items is not supported. |
Return requirements for returnable items:
 Wedding dresses, suits and other apparel |
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| Items must be in new, unused, unwashed, undamaged and unaltered condition, and have the original tags attached and the hygiene sticker (if applicable) intact. |
 Human hair wigs |
| Items must be in new, unused, unwashed, undamaged and unaltered condition, and have the original tags attached. Specifically, items will be inspected for signs of washing, bleaching, cutting or other alterations or damage. |
 Shoes, bags and luggage |
| Items must be in new, unused, undamaged condition and with the original brand boxes and all accessories (shoe buckles, shoelaces and protective bags, etc.). Shoes must have been tried on only on a soft, clean 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 provided with the product. If the product is returned with missing parts or in non-resalable condition, we will not be able to process the refund. If you wish to claim the manufacturer's warranty, we will help you contact them. |
 Other categories |
| Items must be returned in new condition. |
 Bundled Products |
| For bundled products, all items included in the set must be returned together. |
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 item(s) you would like to return.
3. Click the "(Combined Return)" 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 "Return Method". Please note that due to restrictions imposed by logistics carriers, certain return methods may not be available for specific 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 the item.
NOTE:
● If you want to return items from different orders, you can return them together. When the items you have returned meet the conditions for label merging, you can select all the items in the COMBINED RETURN LIST. Remember to keep 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 will need to cover the shipping cost upfront and keep the shipping receipt. Once you have returned the items and they successfully pass our quality inspection, you can contact us for reimbursement of the shipping costs.
You can click the Return Video for more information on the return steps.
4. What Are the Return Methods and Return Fees?
| Return Method | Return Documentation | Printer Required | Return Fees |
|---|---|---|---|
GLS In-store Drop-off | QR Code | No | Return shipping is free for 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 EUR 4.50 will be deducted from your refund for each return. |
InPost In-store Drop-off | QR Code | No | |
CTT In-store Drop-off | PIN Code | No | Return shipping is free for 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 EUR 7.00 will be deducted from your refund for each return. |
| Self-arranged Return | Depends on your logistics provider | You need to 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 want to use the original shipping packaging to return items, please remove/cover the shipping label on the outside of the package to prevent your return from being mistakenly sent back to you.
5. How can I modify a return request?
Go to "My Orders" → Click "Returns" → Click "Return and Refund Record" → Click "Details" → Click "Modify Return Items", select the item(s) you wish to add/remove, indicate the reason, and then submit the request.
6. How can I locate a Return Label/QR Code?
Go to "My Orders" → Click "Returns" → Click "Return & Refund Record" → Click "Details" → Click "Save the Label" to view and download the Return Label.
7. How do I cancel the return request?
Go to "My Orders" → Click "Returns" → Click "Return & Refund Record" → Click "Details" → Click "Cancel the Application"
8. When will I receive my refund?
| Return Shipment | Return Receipt | Warehouse QC | SHEIN Refund | Financial Institution Processing Time |
|---|---|---|---|---|
| 5-7 days | 5-7 days | 1 day | It usually takes between 1-10 business days, depending on your financial institution. | |
When a returned item arrives at our warehouse, we will inspect and/or test it. If we find that it does not meet the return requirements, such as but not limited to being washed, damaged, unsealed, activated, having the original attached labels removed, hygiene sticker damage, or any other situation in which we consider the product not suitable for resale, SHEIN will not be able to offer 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 are returning matches the details listed in your return request. Any discrepancies may cause delays or prevent us from processing your refund.
● Please check your returns before sending them. We will not be responsible for returning products that are not from SHEIN.
● If you receive a defective or damaged item, please contact Customer Service within 90 days from 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.