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 the 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. Cancellation & Processing Time
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Order Cancellation:
You may request to cancel your order within 24 hours of placing it, provided that the order has not yet been shipped. If the cancellation request is made within this time frame and before shipment, a full refund will be issued.
Once an order has been processed for shipping or dispatched, it can no longer be canceled. -
Order Processing:
Orders are normally processed within 3–4 business days after payment confirmation. You will receive a shipping confirmation email with tracking information when your order has been dispatched.
2. Returns
You may request an eligible return within 30 days of delivery.
Non-intimate products must be unused, unworn, unwashed, and returned with all original tags and packaging intact.
For health and hygiene reasons, panties, leakproof underwear, period underwear, nipple covers, and other intimate or hygiene-sensitive products cannot be returned or exchanged once the hygiene seal, protective liner, or retail packaging has been opened or removed, or if the product has been tried on, worn, washed, stained, scented, or otherwise used.
Unopened hygiene-sensitive products with all seals and packaging intact may be eligible for return within 30 days of delivery. Defective, damaged, or incorrect products remain eligible for assistance regardless of this hygiene restriction. Please contact support@heyshapely.com before sending any item back.
3. Refunds
You may request a refund within 30 days of receiving your order under the following circumstances:
✅ Eligible Refund Conditions:
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If the product has clear quality issues such as:
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Split seams or undone hems
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Broken or loose elastic bands
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Damaged hooks or fastenings
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In such cases, you do not need to return the product, and a full refund will be issued.
🤝 Refunds for Personal Reasons:
If there are no quality issues and the return is due to personal preference (wrong size, change of mind, etc.), we offer two options:
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Full refund — if you cover the return shipping cost.
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Partial refund (20–50%) — if you prefer to keep the item.
Note: Clearance or discounted items with quality defects are eligible for a full refund.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed via your original payment method within 5–7 business days, depending on your payment provider.
If your payment method has changed, please notify us in advance.
4. Exchange Policy
We only offer free replacements for items that are defective or damaged.
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If you wish to exchange an item for personal reasons, please contact us within 60 minutes of placing your order at support@heyshapely.com.
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For exchanges requested within 7 business days of receiving your order, please email us and we will provide the best solution.
5. Return Shipping
For returns caused by personal preference, sizing, or a change of mind, the customer is responsible for return shipping costs.
If the product is defective, damaged, or incorrect, please contact us with your order number and clear photos. After verification, we will provide an appropriate replacement, refund, or return instructions.
Original shipping charges are non-refundable unless required by applicable law or the return results from our error.
6. Lost or Undelivered Packages
If your tracking shows “Delivered” but you didn’t receive the package:
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Contact us with the tracking number, proof of non-delivery, any post office stamps or documentation.
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We will investigate and assist in locating or compensating for the item.
7. Contact Us
Customer support is available by email every day. Our typical response time is within 1–2 business days. Please contact us at support@heyshapely.com.