Orders issues and tracking

Where to Shop?

shapell.Fashion is the official destination for our products, exclusively available at www.shapell.fashion. Stay ahead of the curve with updates on our latest collections, restocks, and more by subscribing to our official emails.

Encountering Technical Issues?

If you encounter any difficulties while placing an order on our official website, we recommend the following troubleshooting steps:

  • Attempt the process on a different web browser.
  • Consider force-stopping your browser.
  • Clear your browser’s cache.
  • use a different browser.

Should these measures prove ineffective, please don’t hesitate to reach out to our official support team, and we’ll promptly assist you in resolving the matter.

How to Modify or Cancel an Order?

At Shapell.Fashion, we understand that circumstances may change. If you wish to make alterations or cancel your order, please reach out to our dedicated Customer Support Team promptly. They will assist you in this regard as long as your order has not been processed yet.

Missed the Grace Period?

No need to fret! We’re committed to ensuring your satisfaction. We offer hassle-free returns and exchanges for your convenience. If you need to make changes to your order after the grace period, we recommend placing a new order to ensure swift delivery.

Applying Your Discount Code

To apply your discount code at shapell.Fashion, simply proceed to the final order confirmation page. There, you’ll find a designated box to enter your discount code. Once entered, click “Apply,” and your total amount will be updated to reflect the discount. Please note that only one discount code can be applied per purchase.

How to Track Your Order?

Once we’ve shipped your order, we’ll send you an email with tracking details. To track your order, simply click the tracking link in the email or log in to your shapell.Fashion account. Please note that your order may arrive in multiple shipments, and you’ll receive separate email notifications for each shipment. If you have trouble tracking your order, email us at info@shapell.fashion along with your order number, and we’ll assist you.

What to Do If Your Package Isn’t Delivered?

Start by checking the delivery area, including where the carrier might have left it. Ask your neighbors as well in case it was delivered to the wrong address. Look out for “attempted delivery” notices, as this could mean the carrier tried but couldn’t deliver it. If you still can’t locate your package, wait until the following day as some carriers may show it as delivered even if it’s on its way. If all else fails, contact the carrier with your tracking number. If the carrier can’t resolve the issue, reach out to our Customer Care Center at info@shapell.fashion.

Why Was My Order Cancelled?

In some cases, an order may be cancelled if our system detects it as high-risk. If you receive a cancellation notice, please verify your payment method with your financial institution and contact our customer service. Rest assured, any charges will be refunded once we confirm the order details.

How to Return or Exchange an Item at shapell.Fashion

Contact Us: If there’s an issue with your order, please reach out to us via email or WhatsApp within 7 business days of receiving it. Let us know if you’d like to return or exchange an item.

Questionnaire: You’ll receive a questionnaire via email in response to your request. Fill out the questionnaire with the necessary details.

Return Authorization: If your return is accepted, you’ll receive a Return Authorization (RA) number via email. Please note that we won’t accept returns without a valid RA.

Prepare the Package: Use the original shipping box and packing materials if available. Make sure to remove or cover the original shipping label. Print and include the questionnaire form with your returned items, along with the return receipt that proves the date of receipt.

Arrange for Pickup: Drop off your package at your courier’s station or schedule a home pickup. Keep a copy of the tracking information for your records.

Processing Time: Allow up to 14 days for your return package to arrive and for your request to be processed. For peace of mind, contact us via email or WhatsApp to follow up on your request.

Please Note: Customized samples and clothes cannot be returned. We will issue a credit or ship a replacement item within 14 working days from the date of receipt.

Returns Conditions:

Return Order Conditions:

Returned or exchanged merchandise must be in unworn condition, with all original tags attached, and in its original packaging.

Items showing any signs of being worn are considered unacceptable and will not be refunded.

Non-Returnable Items:

For hygiene reasons, we cannot accept returns or exchanges of panties, bikinis, g-strings, thongs, or similar intimate items.

Shipping Charges for Returns:

Customers are responsible for the shipping charges for returned items, and they should arrange for their own insurance.

Shipping Options for Return Items:

We recommend using a parcel service like EMS or DHL with tracking when sending returns or exchanges. If a courier without tracking or return receipt is used, we cannot be held responsible for non-receipt of the returned goods.

Return Item Timeframe:

Return items must reach us within 30 days of receiving the RA number. Items received after this period will be deemed unacceptable and not eligible for a refund.

Processing Credits:

Credits will be issued within 14 days of receiving the item. To expedite the credit processing, please include your order date and order number.

Shipping Fee Responsibility:

If a product is returned or exchanged due to customer reasons, the return shipping fee is the buyer’s responsibility.

If the shapell.Fashion made an error in shipping, the return shipping fee will be covered by shapell.Fashion.