Returns & Refund Policy
At Shaporoo, we want every customer to shop with complete confidence. We understand that sometimes a product may not be exactly what you expected, or an issue may occur during delivery. That's why we've created a returns and refund policy that is fair, transparent, and easy to understand. Our goal is to make the process as simple and stress-free as possible while ensuring every customer receives the support they deserve. Please read the information below carefully to understand how returns, exchanges, refunds, and cancellations are handled.
Return Eligibility
You may request a return within 7–14 days of receiving your order, provided the item is unused, unworn, unwashed, and returned in its original condition with all tags, accessories, manuals, and original packaging intact. Products must be returned in a resaleable condition. We recommend inspecting your order immediately after delivery so that any issues can be reported as quickly as possible.
How to Start a Return
Starting a return is simple. If you have a Shaporoo account, log in and visit your order history to locate the order you wish to return. Select the appropriate item and submit a return request if this option is available. If you checked out as a guest or cannot access your order, simply contact our customer support team through our Contact Us page. Please include your order number, the item you wish to return, and the reason for your request so we can assist you as quickly as possible.
Supporting Information
For damaged, defective, incorrect, or faulty items, we may ask you to provide clear photographs or videos showing the issue. This helps us assess your request more quickly and, in many cases, allows us to resolve the issue without requiring the item to be returned. Providing complete information helps us process your request faster and ensures the best possible outcome.
Return Approval Process
Once we receive your return request, our customer support team will review the information provided and respond within approximately 24–48 business hours. If your return is approved, we will send you detailed return instructions, including the return address if a physical return is required. Please do not return any item without receiving approval from our team first, as unauthorized returns may not be accepted.
Refund Processing
After your returned item has been received and inspected, or after your return has otherwise been approved where a physical return is not required, your refund will normally be processed within 7–10 business days. Refunds are issued using the same payment method used for the original purchase whenever possible. Once the refund has been processed on our side, your bank or payment provider may require an additional 3–5 business days before the funds appear in your account.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, faulty, or different from what you ordered, please contact us within 48 hours of delivery. Include your order number along with clear photos of both the product and its packaging. After reviewing your request, we will arrange an appropriate solution, which may include a replacement product, a full refund, or another suitable resolution. If the issue is caused by our error, you will not be responsible for any return shipping costs.
Change of Mind Returns
If you simply change your mind, order the wrong item, select the incorrect size or colour, or no longer require the product, you may still request a return within our eligible return period, provided the item remains unused and in its original condition. In these situations, return shipping costs may be the responsibility of the customer unless otherwise stated. Any applicable costs will always be explained before your return is confirmed.
Items That Cannot Be Returned
For hygiene, health, safety, or customization reasons, certain products cannot be returned once opened, used, or altered. These may include personal care products, cosmetics, undergarments, earrings and pierced jewellery, intimate items, food products, digital products, gift cards, and personalised or custom-made products. Any product-specific return restrictions will be clearly stated on the relevant product page before purchase.
Exchanges
If you would prefer a different size, colour, or variation instead of a refund, please let our customer support team know when submitting your request. We will do our best to arrange an exchange, subject to stock availability. If the requested replacement is unavailable, we may offer a refund or store credit as an alternative solution.
International Fulfilment
Some Shaporoo products are fulfilled through carefully selected international fulfilment partners. As a result, certain returns, replacements, or refund requests may require slightly longer processing times than those of a local retailer. While this may occasionally extend processing, we remain committed to keeping you informed throughout every stage of your request and providing regular updates until your case has been fully resolved.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it. Orders that have not yet entered processing or shipping can usually be cancelled and refunded in full. Once an order has been processed or dispatched, cancellation may no longer be possible. However, you may still be eligible to return the item after delivery in accordance with this Returns & Refund Policy.
Late or Missing Refunds
If you have not received your refund after the expected processing period, we recommend first checking your bank account and contacting your card provider or financial institution, as processing times can vary. If you still have not received your refund after allowing sufficient time, please contact our customer support team and we will gladly investigate the matter for you.
Return Shipping
Where a return shipment is required, customers should carefully package the item to help prevent damage during transit. We recommend using a tracked shipping service whenever possible, particularly for higher-value items. Shaporoo cannot be held responsible for returned items that are lost or damaged during transit when sent by the customer without tracking.
Our Commitment to Customer Satisfaction
We believe that excellent customer service continues even after your purchase has been delivered. Every return, refund, or exchange request is reviewed individually by a member of our support team to ensure a fair outcome. Our aim is never to make the process difficult, but to resolve any concerns quickly, professionally, and honestly. Your satisfaction is important to us, and we are always committed to finding the best possible solution whenever an issue arises.
Need Assistance?
If you have any questions regarding your eligibility for a return, need help starting the process, or would like an update on an existing request, please contact our customer support team. We're always happy to help and will guide you through each step of the process. Thank you for choosing Shaporoo—we truly appreciate your trust and look forward to providing you with the best possible shopping experience.