We want your shopping experience to be simple and satisfying. Here are answers to common questions about our return and refund process.

The Most Important Step

Please inspect your order thoroughly in the presence of the delivery agent. If you notice any issues with the packaging or product, contact us immediately before opening the product seal. We will not be able to address any complaints regarding the product’s condition once the delivery agent has left.

Can I return a product after I’ve bought it?

Yes, you can initiate a return, but only under strict conditions. To be eligible for a return, the request must be made within 3 days of delivery. For hygiene and safety reasons, the product must be completely unused, with its original seal intact, and in the original packaging.

How do I start the return process?

To begin a return, please contact our customer service team with your order number. They will guide you through the next steps. You will be responsible for the shipping costs to send the product back to us, unless the return is because of an error on our part (like a defective or wrong item).

What happens after I return an item? How do I get a refund?

Once we receive the returned product, our team will inspect it to ensure it meets the eligibility conditions (unused, sealed, etc.).

If your return is approved, we will process your refund to your original payment method (Mobile Banking, Card, etc.). Please allow 7-10 working days for the refund to be completed after approval.

If the return is rejected (e.g., the product seal is broken or it has been used), we will not be able to issue a refund.

What if my product is damaged or I received the wrong item?

This is considered an exchange. If you receive a product that is damaged, defective, or incorrect, please inform our customer service immediately while the delivery person is still present. We will arrange to replace the item for you.

Can I cancel my order?

Yes, you can cancel your order at any time before it has been dispatched for delivery. If you wish to cancel, please contact us as quickly as possible.

Who should I contact for help?

For all questions regarding cancellations, returns, refunds, or exchanges, please get in touch with our team:

Hotline: +8801339364525

Email: Hello@shelaiskincare.com