Refund policy

At HeyShapely, we are committed to your satisfaction. Each product is carefully inspected and produced according to international quality standards. We encourage our customers to review product descriptions carefully—especially size, color, and style—before placing an order. However, if you're not completely satisfied with your purchase, we're here to help.

1. Returns

You may request a return within 30 days of receiving your order. To be eligible, the following conditions must be met:

  • The item(s) must be in original, unused condition, with all original packaging and tags intact.
  • A proof of purchase (order number or receipt) must be provided.
  • For damaged or defective items, please provide a detailed description and clear photos of the issue.

❌ Non-returnable items include:

  • Panties, lingerie bottoms, or personalized/custom-made products (for hygiene reasons).
  • Clearance items or purchases made with gift cards.
  • Items with visible signs of use, including stains, scents (e.g., perfume, smoke), deformation, or damaged packaging.

2. Refunds

You may request a refund within 30 days of receiving your order under the following circumstances:

✅ Eligible Refund Conditions (Quality Issues):

If the product has clear quality issues such as:

  • Split seams or undone hems
  • Broken or loose elastic bands
  • Damaged hooks or fastenings

In such cases, you do not need to return the product. A full refund will be issued immediately after verification.


🤝 Refunds for Personal Reasons:

If there are no quality issues and the return is due to personal preference (e.g., wrong size selected, change of mind), we offer two options:

  1. Full Refund: You return the item to our warehouse (shipping cost covered by you). Once received, we issue a full refund.
  2. Partial Refund (20–50%): You keep the item (no return shipping needed), and we issue a partial refund as store credit or cash back.

Note: Clearance or discounted items with quality defects are still eligible for a full refund.

Processing Time: Once your return is received and inspected (or photo evidence approved), refunds are processed via your original payment method within 7–10 business days.

3. Exchange Policy

We only offer free replacements for items that are defective or damaged.

  • Order Changes: If you wish to change an item (size/color) after ordering, please contact us within 60 minutes of placing your order at support@HeyShapely.com.
  • After Delivery: For exchanges requested within 7 business days of receiving your order, please email us, and we will provide the best solution based on stock availability.

4. Return Shipping & Address

To initiate a return:

  1. Email support@HeyShapely.com with your order number and reason for return.
  2. Wait for our confirmation before shipping.

🚚 Shipping Costs:

  • Original shipping fees are non-refundable.
  • Return shipping costs are the responsibility of the customer (unless the item is defective).
  • For items over $10, we strongly recommend using a trackable shipping method.
Return Address:
HeyShapely Returns Center
Building D2, Huazhong Suburbs City
Hanyang District, Wuhan City, Hubei Province, China

5. Lost or Undelivered Packages

If your tracking shows “Delivered” but you didn’t receive the package:

  • Check your mailbox, porch, or with neighbors.
  • Contact us with the tracking number. We will assist in locating the item or filing a claim.

6. Contact Us

If you have any questions about our Return & Refund Policy, please reach out to us:

📧 Email: support@HeyShapely.com
🕒 Hours: Monday–Friday, 9:00 AM–5:00 PM (EST)
We aim to respond within 1 business day.