We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
1. How long do I have to make a return?
You have 45 days to make a return. You must send back and upload the return tracking number within 45 days from the date of purchase.
2. What is the return method, and do I have to pay a return shipping charge？
We can offer a free return label for you to use, and you can choose either of the following three shipping companies as your return courier.
① EVRI
Not required to Print label at Home - Please use the self-serve instore printer to print your label and then attached to your parcel.
The first return label in your order is free. If you later decide to return additional items from the same order, we will deduct £ 2.50 from your refund.
② 24/7 Inpost lockers
No printing required at home or when you drop off your return. Just scan. Drop. Done.
You don’t even need a label!
- No printing
- No queues
- Available 24/7
How it works:
1) Select InPost Instant Returns and generate a QR code
2) Scan the code on your phone at your local locker and select your parcel size
3) Put your parcel inside and shut the door
When your return is collected from the locker, a label will be applied for you by the courier.
PLEASE NOTE: All items from the same order should be returned in one parcel, if multiple returns are made on the same order, we will deduct £2.50 from your refund. Maximum parcel size: 41cm x 38cm x 64cm.
③ Royal Mail
The first return label in your order is free. If you later decide to return additional items from the same order, we will deduct £ 2.50 from your refund. You can either use the provided return label or the QR code. (The size of the return label should be 100x150 mm)
3. How do I make a return?
1. Sign into your SHEIN account.
2. Click the "Start Returns" button at the bottom of this page.
3. Select the item(s) you would like to return, indicate the reasons, and submit.
4. Select return method.
5. If you choose the return carrier provided by our company to return, we will provide a return label or QR code. If you use the return label, please print and securely stick it to the wrapper of your package, then drop the package off at the nearest parcel shop point. If you use the QR code, no need for a label! Just show the code at your nearest parcel shop point, and they will handle the rest.
6.We recommend that you take photos or short videos while packing your return items as proof of return, and keep your drop-off receipt (if any) until you receive a complete refund.
You can click the Return video for more information on the return steps.
Return multiple items from different orders in the same package
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.
Note:
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.
4. How do I find the return label and QR code I generated?
Find the returned order in “My Orders” → Click “Order Details” → Click “Return & Refund Record” in the top right corner → Click “View” to download.
To ensure a smooth and timely return and refund process, please choose the QR code or return label provided by SHEIN. Any discrepancies may cause delays or prevent us from processing your refund.
5. Can I still return items if they are worn, damaged, or have the tags removed?
1. Return Requirements for Returnable Items:
- Wedding Dresses, Suits, and other Apparel: Items must be in new, unworn, unwashed, undamaged, and unaltered condition and have the original tags attached and the hygiene sticker (if applicable) intact. When trying on clothing, please handle the product with care (e.g. avoid applying excessive force when pulling zips) and refrain from wearing items that could leave marks or scents on the product (such as pet hairs, makeup, fake tan, perfume, deodorant, cologne, etc.).
- 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 & 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, and 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 and non-activated condition. If it has been used or activated, we have the right to charge you a fee equal to 15% of the product sales price for loss in value and damages suffered by us in restoring the product to its original new condition. We also reserve the right to charge you a higher sum where our loss and damages are greater than 15% of the product sales price. 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.
2. For hygiene or health reasons, the following items cannot be returned or exchanged: bodysuits, lingerie, pajamas, swimwear, cosmetics, jewelry, and accessories (except for scarves, bags, and mermaid blankets).
3. Please note that customized items cannot be returned or exchanged. In addition, order cancellation for customized items is not supported.
4. Items marked as non-returnable cannot be returned. This does not affect your statutory rights.
5. If you have received a faulty/damaged/incorrect item, please contact Customer Services within 24 hours of receipt, this does not affect your statutory rights.
Note:
1. Please do not return items at your own expense to the address on the shipping label or return label, that is not our return address and will affect your return process.
2. 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.
3. 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.
4. When a return 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 £ 2.50 in UK 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.
5. In exceptional cases, we may at our sole discretion, out of a gesture of good will, offer a partial or full refund on the returned item even if it does not meet our refund requirements instead of sending it back to you.
6. Statutory rights: Right of withdrawal or cooling-off period
You always have the right to withdraw from your order within 14 days, without giving any reason, from the day of the delivery of the last product(s) in your order. The easiest way to exercise your right of withdrawal is to complete this form .
However, you can also withdraw by contacting our Customer Service and indicating your decision to withdraw from your order before the withdrawal period has expired.
Effects of withdrawal:
You shall send back the Products no later than 14 days from the day you communicated us your decision of withdraw.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Refund and cost of returning:
If you chose a more expensive delivery method than the standard delivery method offered, the extra cost of such delivery costs will not be refunded. The handling fee, as defined in section 3.3 if the GCS, will not be refunded.
You will have to bear the direct cost of returning the goods. The cost is estimated at a maximum of approximately 2.5 GB.
7. How will I get my refund ?
1. Your request will be processed within 14 days after we receive your return.
During sales season, it may takes longer for your returns to be processed. Your refund will be delayed by approximately 3 to 5 working days. We apologise for any inconvenience.
2. If you have not agreed otherwise with our Customer Service:
- any refund related to the cancellation of the sales contract during the legal withdrawal period (14 days), will be made under the conditions specified in article 8 of the GCU directly to the card that was used for payment; and
- Any refunds resulting from our extension of the legal withdrawal period (45 days), may be made directly as a "Credit" on your Customer Account, at your election. You can then deduct the amount of your refund from your next order.
As soon as your refund is processed, you will receive a confirmation e-mail.
Note:
1. We only refund the standard delivery fees. Any additional costs resulting from your choice of a type of delivery other than the least expensive are non-refundable.
2. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
If you have any problems with your return, please contact Customer Service within 45 days of the date of purchase, this will not affect your statutory rights.