Returns & Refunds

Shasilo stands behind the quality of every product sold and delivered by our team, hoping that each and every customer expectation is met and exceeded. If for any reason you are not fully satisfied with our products, we've made the return process easy to allow for a hassle-free online shopping experience! If you have any questions or need assistance with your return, please reach out to our Customer Support Team at service@shasilo.com. We're here to assist you throughout the return process.

Please note that Shasilo reserves the right to update or modify this policy at any time without prior notice. We recommend reviewing our return policy periodically for any changes.

 

I. Cancellation Policy

We understand that plans can change, which is why we offer hassle-free cancellation at no charge, granted the product has not yet embarked on its journey to you. Should your cancellation be successful, you will be entitled to a full reimbursement. However, please note that if your order has already taken flight, we are unable to intercept and cancel it. You may decide whether to return the product after receiving it.

 

II. Return & Refund Policy

In the unlikely event that you need to part ways with your Shasilo, we offer a return policy that is as seamless as our service.

1. How Long Do I Have Before Making a Return?

● You have a maximum of 90 calendar days from the date of purchase to make returns. If you choose to return your item(s) within 90 calendar days of purchase, we will gladly accept them as long as they remain unworn and in their original condition with the original packaging and all tags attached.
● Returns made after this 90-day period will not be accepted, and refunds may not be processed for returns dropped off or shipped back after the 90-day period.

2. How Can I Make a Return?

STEP 1: Contact us to obtain a Return Label

To start your return process, please contact our Customer Service Team at service@shasilo.com and provide the following information:

- Your order number.
- The reason for your return.
- Product pictures or videos for us to identify your returnable items.

Our Customer Support Team will review your request and, if eligible, provide you with a return shipping label and packing slip within 2 business days.

* Please make sure to initiate a return request before mailing back your return(s). We do not accept returned items without a return request and are not responsible for returning your unauthorized item(s).
* Before starting the return process, please ensure that your item meets the following eligibility criteria:
- The item is in its original condition, unwashed, unworn, and in the original packaging.
- You initiate the return within 90 calendar days from the date of purchase.

STEP 2: Prepare Your Package

A. Pack your return securely, in the original package, and include your packing slip.
B. Affix your shipping label to the package, making sure no other tracking labels are showing.
C. Ensure that all accessories, manuals, and any included items are included in the return package.

STEP 3: Ship It

When your package is ready, drop it off at your nearest post location.
* Your return package must be mailed out within 7 calendar days from the date you've submitted your return request.

STEP 4: Wait for Our Processing Confirmation and Refund

● Wait for the package to arrive at our warehouse which address is: 9059 Hermosa Ave, Rancho Cucamonga, CA 91730, USA. It usually takes 5 - 25 calendar days, depending on the distance between your location and the warehouse.
● We will promptly notify you via email once we’ve received and inspected your returned Shasilo, and let you know if the refund was approved or not.
- If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
- If the return is not approved, we will contact you to discuss the next steps.

* The return confirmation email will be sent to the email address associated with the order. If you do not receive it, please check your spam folder.

3. Will I Be Charged A Return Shipping Fee?

● If your return is due to a Shasilo error or a defective item, we will provide a prepaid return shipping label.
● If the return is not due to our error, you will be responsible for return shipping costs, and you are subject to a restocking fee of US$10 which subsidizes costs for packaging, labor, and re-listing the product. The fee will be deducted from your refund for your returned order.
● The original shipping cost (if any) is non-refundable.

4. Important Note

● We can provide one prepaid return shipping label per order. Please use the shipping label we provide to make your return, as all other methods will not be refunded.
● You may request a refund/return for multiple items at one time to avoid additional return shipping fees, if any.
● Please do not send your item(s) to the sender's address listed on your package. This is not the return address and will delay the processing of your return & refund.
● Please make sure you have not included non-Shasilo item(s) by accident in your return package. We will not be responsible for sending those items back to you.

 

III. Returnable Eligibility

● Eligible items must be in their original condition; unwashed and unworn. If items are not in their original condition or have been altered in any way, they will not be accepted for return.
● Please note that certain items are exceptions to our return policy and will not be eligible for returns or refunds, including bodysuits, lingerie, jewelry, accessories and homewares, as well as customized items (such as special orders or personalized items).
● Unfortunately, we cannot accept returns on sale items or gift cards.

 

IV. Delayed or Missing Refunds

If your refund seems to be caught in a time warp, we suggest that you first re-examine your bank account. Then, reach out to your credit card company, as there might be a latency before your refund makes its grand appearance. Your next stop should be your bank, given there might be a buffer period before the refund is posted. If you've traced these steps and your refund is still elusive, we're here to help. Please feel free to contact us at service@shasilo.com.

 

V. Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. We will need to work with you to procure the documentation needed to file a claim with the shipping company - which includes photos of the box, wrapping, and damage to the piece caused by shipping company. If any item is lost in transit, we will work diligently with you to either replace it or offer a refund.

 

VI. Exchanges

● Unfortunately, we don’t offer exchanges at the moment
● The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Your refund will be processed as soon as we receive the returned package.

 

VII. Still Need Help? 

Note that Shasilo is not responsible for any failed delivery attempt caused by negligent behaviors of customers. Negligence includes, but is not limited to, refusal of shipment confirmation and incorrect consignee's information (such as order address, contact number, or consignee's name). In this case, we are unable to file a refund for you. If you find that your order information is wrong, please contact us at service@shasilo.com with your order number and the correct information as soon as possible.