Return & Refunds Policy

Return & Refund Policy

At Shasilo, we want you to feel confident when shopping with us. This Return & Refund Policy explains when returns, refunds, cancellations, and order changes may be accepted.

Because many of our products are made after an order is placed, please review your order carefully before completing checkout.

30-Day Return & Refund Window

Shasilo accepts return and refund requests within 30 days after your order has been delivered.

If 30 days have passed since the delivery date, the order will be considered accepted by the customer. After this period, we may no longer be able to offer a return, refund, or reimbursement.

To start a return or refund request, please contact us first before sending any item back.

Contact Information

If you have any issue with your order, please reach out to our support team.

Shasilo
Address: 9059 Hermosa Ave, Rancho Cucamonga, CA 91730
Email: [email protected]
Phone: +1 707 369 4546
Support Time: 8:00 AM – 5:00 PM (PST)

When contacting us, please include your order number, a clear explanation of the issue, and photos or videos if the item is damaged, defective, incorrect, or different from what you ordered.

Order Cancellation and Changes

Most Shasilo products are made to order. Production may begin shortly after your order is placed.

You may request to cancel or modify your order before it enters production. In many cases, production may begin within approximately 6 hours after the order is placed, depending on our production schedule.

Order changes may include:

  • Size

  • Color

  • Design

  • Quantity

  • Shipping address

  • Product selection

To request a cancellation or modification, please email us as soon as possible at [email protected].

Once your order has entered production, we cannot guarantee cancellation or changes. However, if your order has an issue caused by our production or fulfillment process, you may still be eligible for a replacement or refund under this policy.

Exchange Policy

Shasilo does not offer direct exchanges.

If you would like a different product, size, color, or design, please place a new order.

Customers are responsible for reviewing all order details before checkout, including product type, size, color, design, quantity, and shipping address. We are unable to accept exchanges for items ordered incorrectly by the customer.

Eligible Return and Refund Cases

We accept return and refund requests for defective and non-defective products within 30 days of delivery, provided the returned item is in new, unused condition.

You may qualify for a full refund if your order arrives with one of the following issues:

  • The item is damaged during delivery

  • The item is broken or defective

  • The design is different from what you ordered

  • The size is different from what you selected

  • The material is different from the product description

  • You received the wrong item

  • The product is significantly different from the item described on our website

After reviewing your request, we may offer a refund, replacement, or another suitable solution depending on the situation.

Condition of Returned Items

Returned items must be in their original condition. Products must be unused, unworn, unwashed, and returned with the original packaging whenever possible.

We cannot accept returns if:

  • The item has been worn

  • The item has been washed

  • The item has been altered, customized, or modified after delivery

  • Original tags or packaging are missing

  • The damage was caused by customer handling, misuse, or improper care

  • The issue is minor and can be easily corrected, such as loose threads that can be trimmed

Returned items must be in a condition that allows us to inspect and process the request properly.

Proof Required for a Return or Refund Request

To help us review your request quickly, please provide the following information:

  • Order number

  • Proof of purchase

  • Photo of the shipping label or package label

  • Clear photos or videos showing the issue

  • Any previous communication with our support team, if applicable

Missing information may delay the review process.

How to Request a Return or Refund

Step 1: Contact Shasilo Support

Email us at [email protected] within 30 days of delivery. Please include your order number, a description of the issue, and any supporting photos or videos.

Step 2: Wait for Review and Approval

Our support team will review your request and respond within 2–3 business days.

If your return is approved, we will provide return instructions and a return shipping label when applicable.

Step 3: Ship the Item Back

Please pack the item securely and send it back using the instructions provided by our support team.

Do not return any item without written approval from Shasilo. Returns sent without prior confirmation may not be accepted, and we are not responsible for lost or unapproved return packages.

Step 4: Send Return Tracking

After shipping the return, please send us the tracking number or a photo of the return receipt. This helps us verify the shipment and process your refund properly.

Return Shipping Cost

Return shipping is free for approved return requests.

Once your return request is accepted, Shasilo will provide a prepaid return shipping label. Please use the label and instructions we provide so your return can be tracked and processed correctly.

Refund Processing Time

After we receive and inspect your returned item, we will notify you by email.

Approved refunds are usually processed within 2 business days after the return package is received and confirmed. The refund will be issued to your original payment method.

Depending on your bank or credit card provider, it may take 10–15 days for the refund to appear in your account after it has been issued.

If your refund has not appeared after this period, please first check with your bank or card issuer. If you still need help, contact us at [email protected], and our support team will respond within 2–3 business days.

Important Notes

  • Return and refund requests must be submitted within 30 days after delivery.

  • Customers must contact Shasilo before sending any return package.

  • Returns without approval may not be eligible for a refund.

  • Returned items must be unused, unwashed, unworn, and in original condition.

  • Approved returns qualify for free return shipping.

  • Refunds are issued after the returned item has been received and inspected.

  • Shasilo is not responsible for returned packages that are lost or damaged during shipping if the customer does not follow our return instructions.

Need Help?

If you have any questions about your order, return, or refund request, please contact us:

Shasilo

Address: 9059 Hermosa Ave, Rancho Cucamonga, CA 91730
Email: [email protected]
Phone: +1 707 369 4546
Support Time: 8:00 AM – 5:00 PM (PST)