Politique de remboursement

We want you to love what you ordered. All our pieces are made to order, so we issue store gift cards rather than refunds. Returns are accepted within 15 days of delivery.

The Basics

Can I get a refund or cancel my order?

• No refunds or order cancellations. All our pieces are made to order.
• We offer store gift cards only
  • One return per order, per customer
  • Gift cards never expire and can be used anytime
  • Sent to the email address on the original order
• Any special modifications we make for you on colors or sizes (not offered on our website) are considered a custom order, which is non-returnable and non-exchangeable

What condition do items need to be in?

• Time frame: within 15 days of the date your order was delivered
• Condition: unused, unworn, unwashed, free of stains, makeup, or any other signs of wear (body odors or pet hair), in original condition with all tags attached
• Proof of purchase: order confirmation email or receipt required

If the returned item contains pet hair, a 25% restocking fee will be deducted from your return, even if the item has not been worn.

What can't be returned?

The following are non-returnable and non-exchangeable:

• Final sale and clearance items
• Intimate apparel
• Swimwear
• Jackets
• Gift cards
• Custom orders

Are there any fees?

• Restocking fee: returns of 3 or more items from the same order are subject to a flat $40 fee, deducted from the value of your store gift card. Returns of 1 to 2 items are not subject to this fee.
• Pet hair fee: 25% of the return value

When fees don't apply: items reported as damaged or defective on arrival, provided the damage is reported within 48 hours of delivery with photo evidence and confirmed by us. Damage occurring after delivery is not covered. Fees also do not apply to EU withdrawal returns.

How to Return

How do I start a return?

1. Request a return. Email contact@shaykawaii.com to request a return authorization.
2. Return shipping. Once approved, you'll receive instructions on how to send your items back. Return shipping fees are the responsibility of the customer.
3. Pack your return. Securely package the items with their original packaging. Include a copy of your order confirmation and the return form.
4. Send it back. Ship with a tracking number to ensure safe delivery. We aren't responsible for items lost or damaged in transit.
5. Processing. Once delivered to our facility, returns can take up to 7 business days to process.
6. Gift card. Once processed, we issue a gift card for the value of your returned items, less any applicable restocking or pet hair fees.

Problems

My item arrived damaged or defective

• Contact us immediately at contact@shaykawaii.com
• Include photo evidence of the damaged product and a detailed explanation
• We'll guide you through the next steps

Please report any damage within 48 hours of delivery. Reports made after this window may not be eligible for replacement or fee waivers.

International

International returns

• International customs duties and taxes are non-refundable

EU customers: right of withdrawal

If you are located in the European Union, you may have a legal right to withdraw from your purchase within 14 days of receiving your order, where applicable by law.

• How to request: use the withdrawal button/form on our website, or contact contact@shaykawaii.com with your full name and order number
• Condition: same return conditions as our standard policy: unused, unworn, unwashed, undamaged, free of stains, makeup, odors, pet hair, or any signs of wear, with all tags attached
• Return window: items must be sent back within 14 days of submitting the withdrawal request
• Refund: issued after the item has been returned and inspected, or after valid proof of return shipment is provided, as permitted by law
• Not refundable: return shipping costs, original shipping fees, express shipping fees, duties, taxes, and customs fees, unless required by law

Many Shay Kawaii items are handmade-to-order, customized, intimate apparel, swimwear, or hygiene-sensitive, and may be excluded from withdrawal rights where permitted by law. For customers outside the European Union, our standard policy applies and eligible returns are issued as store gift cards only.

Before You Order

How do I avoid needing a return?

• Reference our size chart to make sure you ordered the correct size
• Read the product description for fabric type and details
• Unsure of your size or need a custom request? Email contact@shaykawaii.com before placing your order

Contact

How do I reach you?

• Email: contact@shaykawaii.com
• Customer service: Monday to Friday, 10 AM to 6 PM EST

Shay Kawaii reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time.