Exchanges & Returns

At Shapejelly, we are committed to ensuring our customers are happy with their purchases. Every product undergoes strict quality inspections and adheres to international production standards. For this reason, we recommend you carefully review product pages for detailed information and select the correct size, color, and style before placing your order.

However, we understand that there may be times when you need to return an item or request a refund. Please read our returns and exchange policy below to understand the terms and procedures.

Returns

You may return your item(s) within 30 days of receiving your package. To qualify for a return, the following conditions must be met:
  • The item(s) must be in their original, unused condition, with all original packaging and labels intact.
  • A receipt or proof of purchase must be included with the returned item(s).
  • If the item(s) is damaged or defective, please provide a detailed description of the issue and, if possible, attach photos as evidence.
Please note that certain products are not eligible for return, including:
  • All panties and handmade items with customized features.
  • Clearance items, as well as items purchased using a gift card or store credit.
  • Products with stains, perfume odors, deformation, or damaged packaging.

Refunds

You may apply for a refund within 30 days of receiving your package. To be eligible for a refund, please meet the following requirements:
  • If the product has obvious quality issues—such as loose or split seams, unstitched hems, cut or loose elastic bands, or loose/worn fastenings—Shapejelly apologizes for the inconvenience and will actively resolve the issue. We will issue a full refund, and you will not need to return the item.
  • If you wish to return an item for personal reasons, we offer two convenient solutions:
  • We will issue a 100% refund if you cover the return shipping cost.
  • We will issue a partial refund (20%-50% of the total payment), and you may keep the item.
Defective products purchased during clearance sales or promotional discounts are eligible for a refund.
Once we receive your returned item, we will inspect it and notify you via email whether your refund request has been approved or rejected. If approved, we will process the refund, and a credit will be automatically applied to your original payment method within a few business days, depending on your card issuer’s policies. If your payment account details have changed during this period, please inform us as soon as possible.


Refund & Cancellation Timeframes

  • Cancellations are only accepted for full-priced items, and must be requested within 60 minutes of placing the order.
  • PayPal refunds: 5-7 business days
  • Credit card refunds: 5-7 business days
Please note that shipping costs are non-refundable. If you are issued a refund, any return shipping costs you incurred will be deducted from the refund amount.


Exchanges

We only offer free replacements for items that are defective or damaged.
  • Within 60 minutes of payment, if you need to exchange an item for personal reasons, please contact us immediately at service@shapejelly.com and place a new order to ensure timely delivery.
  • Within 7 business days of receiving your product, if you wish to exchange an item for personal reasons, please contact us at service@shapejelly.com, and we will provide you with the best possible solution.

Return Shipping

To return your product:
  1. Email us at service@shapejelly.com with your order number, reason for return/exchange, and any relevant supporting materials (e.g., photos of defective items).
  2. We will provide you with the address of the nearest warehouse and initiate the return/exchange process.
  3. You are responsible for covering all shipping costs associated with returning the item(s).
Shipping Fee Notes:
  • All shipping fees (both original and return) are non-refundable.
  • The customer is responsible for paying the return shipping fee.

Additional Notes

  • For any product valued over $10, we recommend using a traceable shipping service or purchasing shipping insurance to ensure the item is delivered safely.
  • We encourage all customers to carefully read this returns and refund policy to confirm their items are eligible for return.
  • In the event of miscommunication or disputes, the terms and conditions of this Returns & Exchange Policy shall prevail.

Parcel Not Received (Marked as Delivered)

If your parcel is marked as delivered but you have not received it, please contact us with proof that you did not sign for the package. This proof should include the tracking number, post office icons/symbols, and any relevant response letters from the shipping carrier. We will then investigate the location of your item.

Contact Us

If you have any questions about our returns and exchange policy, please contact our customer support team at service@shaperjelly.com. Our specialists will assist you within 1 business day. Our customer support hours are Monday to Friday, 9am-5pm EST. We are here to help!
Shapejelly reserves the final right of interpretation of these terms and conditions.