Refund policy

Last Updated: July 22, 2026

Your satisfaction matters to us. If a ShapelyU purchase isn't right — the wrong size, a change of heart, or something we got wrong — this policy explains every scenario: how to start a return, who covers shipping, when refunds arrive, and what qualifies.

Order Cancellations

Orders may be canceled free of charge at any time before they ship. Email info@shapelyu.com with your order number as soon as possible and we'll take care of it.

Once an order has been dispatched, it can no longer be canceled. It can, however, still be returned after delivery under the terms below.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • Items must be unworn, unwashed, and in their original condition
  • Original packaging, tags, and hygiene liners must be intact and included
  • Proof of purchase or your order confirmation may be requested

We never charge restocking fees.

Return Eligibility Summary

  • Return Window: 30 days from the delivery date
  • Item Condition: Unworn, unwashed, original packaging with tags and liners attached
  • Restocking Fees: None
  • Support: Our team assists you through every step of the process

Return Shipping Costs

Damaged, Defective, or Incorrect Orders

The return costs you nothing if your item:

  • arrived damaged,
  • is defective, or
  • isn't what you ordered.

In these cases we cover the return shipping in full — just contact us with your order number and photos.

Customer Preference Returns

Return shipping is the customer's responsibility when:

  • the wrong size or item was selected at checkout,
  • the product doesn't meet expectations, or
  • the item is simply no longer wanted.

How to Request a Return

Step 1 — Contact Us. Email info@shapelyu.com with your order number and the reason for the return.

Step 2 — Repack the Item. Place the item securely in its original packaging, with all tags, liners, and included materials.

Step 3 — Ship the Return. Follow the return instructions our support team provides.

Please wait for authorization before shipping anything back — returns sent without prior approval may not be accepted.

Refund Process

When your return arrives, our team inspects it against the conditions above. Once approved:

  • Your refund is issued to the original payment method
  • Refunds are typically processed within 10 business days of us receiving and inspecting the return

Exchanges

We accept exchanges.  If you didn't get the size, color or product you wanted just email us at info@shapelyu.com within the 30-day window and our team will walk you through the exchange process.

Delivery Problems

If your order hasn't arrived within the expected delivery timeframe, contact us with your order number. If a shipment is confirmed lost in transit, you choose the resolution:

  • a replacement order at no additional cost, or
  • a full refund.

Missing Items

If an item is missing from your package, contact us within 48 hours of delivery at info@shapelyu.com. Please include your order number and clear photos of the package exactly as it was received so we can investigate quickly.

Non-Returnable Items

For hygiene and quality reasons, the following are not eligible for return:

  • Worn or washed items
  • Items with removed tags or hygiene liners
  • Opened intimate items, for hygiene reasons
  • Customized or personalized products
  • Gift cards

Policy Updates

ShapelyU reserves the right to update or modify this Refund Policy at any time. Updates are posted on this page with a revised effective date, and continued use of the website after changes are posted constitutes acceptance of the updated terms.

Contact Us

Store Address: 32 South St, Addison New York 14801, United States
Store Email: info@shapelyu.com
Store Phone: +16072346930
Customer Service Hours: Monday to Friday: 9:00 AM - 5:00 PM (EST)
We do our best to reply to your e-mail within 1-2 business days.