Return & Refund Policy

At Shelia we strive to make our customers 100% satisfied with the product they’ve purchased from us. If you are experiencing any shipping or products issues, and you’re feeling frustrated, then please send us an email - customer@shelia.co.uk and our team will assist you right away.

Returns & Exchanges

If your Shelia.co.uk purchase does not meet your satisfaction, you may return or exchange it within 30 days of delivery.

If your items are damaged, defective or incomplete, a request for a return or refund must be made within 3 business days of the original date of receipt. In the event of a mistake, we will do our best to ensure returns are handled quickly and fairly.

To return an item (excluding sample products), the item must be new, unused and in its original packaging. Please follow the steps below:

Email us at customer@shelia.co.uk to obtain a Return Authorization Number.
You will need to provide the following information: Order Number, Item(s) and quantity you wish to return, Reason for the return. (please provide pictures and videos of the damaged or incorrect item).
Upon approval, you will receive the address of the closest warehouse where you can mail the returning product.
Please package up the item(s) and the items should be returned with the original packing.
Most returns are processed within 3-5 business days after we receive your package.

Return Conditions

Before returning items to us, please read and follow the instructions below. Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.

You have 3 business days to decide whether these items are needed, if you would like to return the item please contact us within 3 business days after you signed the parcel.
This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.
Items with non-returnable marks and free gifts cannot be returned.
Our policy lasts 30 days. If more than 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
Please do not return the goods directly to the address attached to the shipping package. Not using the return address provided by our customer service mailbox will affect your return process.
To assure your refund please use a trackable mail service, we will not be responsible for missing packages.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Refunds (if applicable)

Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.

Late or Missing Refunds

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.

NOTE:

We'll issue the refund to your Credit if you don't inform us to refund to your payment account in advance. The credit balance can be used on your next purchase or be withdrawn from your payment account. Once your refund has been issued, you will receive a confirmation email.

If you have not received a refund, you can take the following steps:

Check your not only bank or PayPal.
Check your bank or PayPal balance again (transaction may be delayed).
Contact your bank/credit card company (it may take some time for your refund to be officially released, as it may take up to 3-5 business days to process the balance).

Order cancellation

IAll orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Shipping Cost & Relisting Fee

Buyers are responsible for the cost of return shipping, If there is no product quality problem, due to the customer’s personal reasons, such as dislike/choose the wrong color/choose the wrong size…
Shelia responsible for the cost of return shipping, If product defective/damage /missing item/wrong item.
We do not charge relisting fees.

To return your product, Please email us at customer@shelia.co.uk with your order number for more information.

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