Table of Contents
1. How Long Do I Have to Make a Return?
We gladly accept, under certain conditions, returns within 30 days of receipt for most items in new condition.
2. What Items Can I Return?
 Non-Returnable Items |
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• Bodysuits, lingerie, jewelry, beauty, underwear, Event & Party Supplies, DIY Supplies, Pet Supplies and accessories (except scarves, bags, and mermaid blankets). • Cosmetics if the seal has been broken. • Items marked as non-returnable. • Free gifts (This depends on the status of the item at the time of payment). • Customized items. In addition, order cancellation for customized items is not supported. |
Return requirements for returnable items：
 Wedding Dresses, Suits and other Apparel |
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| Items must be 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 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 and Luggage |
| Items must be returned in new, unworn, undamaged condition with the original branded boxes and all accessories (shoe-buckles, shoe laces, and dust bags, etc). Shoes must have been tried only on a soft, clean surface. |
 Furniture |
| Items must be new, unused, undamaged and in the original packaging (including all accessories, manuals, and parts included). |
 Cell Phones, laptops, projectors, tablets and other electronics |
Items must be returned in their original sealed and non-activated condition. Please erase all personal information from the product and place it in the original packaging along with any manuals, accessories, and any "free" gifts supplied with the product. If the product has missing parts or is in unsellable condition when returned, we cannot provide you with a refund. If you want to claim a manufacturer's warranty, we will help you contact the manufacturer. |
 Other categories |
| The items must be returned in brand new condition with the original packaging. |
3. How Can I Return Items?
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.
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 the need of you returning the item.
NOTE:
● 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.
● If you need to return an oversized or overweight item, or if you are returning items from a remote area, you may be required to arrange the return shipment yourself. In such cases, you will need to cover the shipping cost upfront and save the proof of mailing. Once you have returned the items and they have successfully passed our quality inspection, you can contact us for reimbursement of the shipping costs.
4. What Are the Return Methods and Return Fees?
| Return Method | Shipping Option | Return Documentation | Printer Required | Return Steps | Return Fees |
|---|---|---|---|---|---|
| NZPOST | Store drop-off | QR Code | No | ● Take the package to a nearby courier store or post office (if applicable). ● Show the QR Code on your phone to the staff. | Return shipping is free on your first return of one or multiple returnable items for EVERY order within the Voluntary Return Window. For the second and subsequent refunds from the same order, a 7 NZD shipping fee will be deducted from your refund for each return. |
| Self-Return | Depends on your logistics provider | ● Select the "Self-Return" return method to obtain our return address (if you cannot select this option, please contact our customer service). ● Use any logistics company convenient for you to send the package to our return address. ● Please Insert your Order Number/Return ID after the recipient's name. ● Submit your tracking number or return receipt to us after the return. | 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 sender's address on your original package or 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 packaging to avoid your return being sent to you by mistake. | |||||
5. How Do I Modify a Return Request?
Go to "My Orders" → Click "Returns" → Click "Return & Refund Record" → Click "Details" → Click "Modify Return Items", select the item(s) you would like to add/delete, indicate the reason, then submit request.
6. How Do 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. When will I get my refund and under what conditions?
Return and Refund Timeframe：Approximately 13 Days (During sales season, there may be a delay.)
| Return Shipment | Return Receipt | Warehouse QC | SHEIN Refund | Financial Institution Process Time |
|---|---|---|---|---|
| 7 days | 5 days | 1 day | The time it takes for you to see the refund depends 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 washed, damaged, unsealed, activated, removal of the original tags attached, damage to the hygiene sticker, or any other situation we deem the product not suitable for resale, SHEIN will not be able to offer you a refund. In such case, we will return the product to you at your cost. In this instance, we will deduct the return shipping fee of 7 NZD from the refunds of other items in the same order that have passed the quality inspection and are deemed refundable. If there are no such items or the refund amount is insufficient to cover the shipping fee, SHEIN may at its discretion offer to bear the (remaining) cost of return shipping as a gesture of goodwill.
● The refund will be issued to your SHEIN Wallet or the original payment account, as per your request.
● To ensure a smooth and timely refund process, please make sure that the item you are returning matches the details listed on your return request. Any discrepancies may cause delays or prevent us from being able to process your refund.
● Please be sure to double check your returns before shipping them out. We will not be held responsible for the return of non-SHEIN products.
● If you have received a faulty/damaged/incorrect item, please contact Customer Services within 24 hours of receipt.
● If there is an issue with your return, please contact Customer Support within 90 days from the date your order was placed.
You can click here to learn more about the Refund Policy.