RETURNS AND REFUNDS POLICY

PLEASE NOTE: OUR RETURNS PORTAL IS TEMPORARILY NOT WORKING. PLEASE EMAIL US AT SUPPORT@SHOPPAYPAY.CO TO REQUEST A RETURN LABEL.

SHOPPAYPAY has gone paperless. 

You can now return your items to us quick and easy via our Returns Portal(*). Simply enter your order number and all required data to identify you in the fields provided, select your preferred return option, submit your request and post your package back to us using the option selected. 

**Note: FINAL SALE products are not eligible for return or exchange.** 

US returns are FREE on orders over $75. You have 30 days from the date of your purchase delivery to return your item to us for a refund. Returns MUST be postmarked within that time frame. Please note, we only offer one free return label per order. Any label used after the first one, will be taken out of your refund. 

After this, we don’t accept unwanted items, so if you do try and return an item to us more than 30 days after receiving it, we may send it back to you and ask you to cover the costs of delivery.

Of course, if you wish to return any item because you consider it is faulty or defective, we are happy to help. Please refer to the ‘Faulty’ section in our Terms of Sale for  more information.

Where to Send Returns

You can now return your items to us quick and easy via our Returns Portal(*). Simply enter your order number and all required data to identify you in the fields provided, select your preferred return option, submit your request and post your package back to us using the option selected.

Please note that if your order is under $75, an $8 shipping fee will be deducted from your refund. 

We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us. We do not accept hand delivery of returns to our distribution center for security reasons.

If you accidentally return the wrong item to us, please contact our Customer Services team who will do their best to help. If we can locate the item (which may not always be possible) we may ask you to cover the cost of delivering the item back to you.

International Returns

Customers residing outside of the United States are responsible for all costs associated with any returns. Please return your item along with your dispatch note to: 

Conditions of Return

All unwanted items should be sent back to us in their original condition. That is unused, in the original packaging, with all swing tags/labels attached.

Footwear should be tried on carpeted floors to protect the soles, must not be worn outside and should be returned with the original dust bag and the original box (if any).

Please take extra care not to damage, scratch or mark any delicate goods or leather items when examining them.

Returned items are your responsibility until they reach us, so please make sure that you wrap and package items properly to prevent damage during return shipping and get proof of posting.

All items are inspected on return. We would like you to try on our items, as you would in one of our stores, but you should not otherwise wear or use them. When trying on clothing, please be careful not to damage any buttons or zips, or leave any make-up, deodorant, anti-perspirant or perfume marks/scents. We reserve the right to deduct amounts from refunds, up to the full value, where unwanted items show signs of unreasonable handling, use, or are not capable of being re-sold.

We will not accept merchandise that, in its reasonable discretion, has been altered or damaged by you or a third party for which we are not responsible.  Any unauthorized returns will be discarded without credit or replacement product.  We are not responsible in the event that returned packages are lost, stolen, or mishandled.

Exchanges

Unfortunately, we are not able to offer exchanges at this time. If you want a different size, color or a different item altogether, please return the item to us, request a refund, and place a new order.

Refunds

You will receive a confirmation email once your return has been received and processed. We will try to process your refund as quickly as possible, however, please allow up to 30 days for the funds to appear in your account.

Refunds are always credited to the original method of payment.

If you return a single item bought as part of a multi-buy discount offer (for example ‘buy 2 for $20’) you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.

For combination purchases (“buy one, get one free” or “get the lowest priced item free”), you must return any free items back for us to process a refund.

Returns Charges

From time to time we offer free standard delivery and returns on a promotional basis. Such offers exclude orders placed for Gift Cards and Homeware items and are conditional upon:

  • the order being placed and paid for in US Dollars;
  • the total order value exceeding the stated minimum order value required;
  • delivery requested to an address within the USA; and
  • all items being returned in the same package

If your order is not eligible for free returns, you will need to cover the return postage costs unless the item is faulty or defective (see ‘Faulty’ for further details). Customers residing outside of the USA will be responsible for all costs, including export and import costs associated with returning items to us.

Exclusions

In the interests of health and hygiene, the following items cannot be returned to us:

  • underwear or swimwear if the hygiene seal is not intact or any labels have been broken.
  • pierced jewelry if the hygiene seal is not intact or any labels have been broken.
  • fragrance, make-up or toiletry products if they have been opened, used, the hygiene seal is not intact or any labels have been broken.
  • face masks if they have been opened, used, the hygiene seal is not intact or any labels have been broken

Requests for refunds will always be reviewed and determined on a case by case basis.  We reserve the right, in our reasonable discretion, to refuse to refund any product.

Additional questions? Email us at support@shoppaypay.co