Refund policy
Returns and Refunds Policy
Last updated: 12 September 2026
Thank you for shopping with SHINESOULE.
We want you to be happy with your purchase. If you are not satisfied with your order, you may request a return within 14 days of receiving your item.
1. Return Eligibility
To be eligible for a return, your item must be:
- Unworn, unused, and unwashed
- In its original condition
- With tags and original packaging where possible
- Returned with proof of purchase or order number
Items that show signs of wear, washing, damage, odour, stains, or misuse may not be accepted for return.
2. How to Request a Return
To request a return, please contact us at:
Email:support@shinesoule.com
Please include your order number, the item you want to return, and the reason for your return request.
Once your return request is approved, we will provide return instructions. Please do not send items back without contacting us first.
3. Return Address
Returns should be sent to the address provided in our return instructions.
Our UK warehouse address is:
SHINESOULE UK Warehouse
Unit 5, Alpha Park
5 Bevan Way
Smethwick
West Midlands
B66 1BZ
United Kingdom
4. Return Shipping Costs
Unless the item is faulty, damaged, or incorrect, customers are responsible for the cost of return shipping.
We recommend using a tracked shipping service and keeping proof of postage, as we are not responsible for returned items lost in transit.
5. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 14 days of receiving the returned item.
Please note that your bank or payment provider may take additional time to process and post the refund.
6. Faulty, Damaged, or Incorrect Items
Please inspect your order when you receive it. If your item is defective, damaged, or you received the wrong item, please contact us as soon as possible at support@shinesoule.com.
Please include your order number and clear photos of the issue so we can review it and provide a solution.
If the item is faulty, damaged, or incorrect, we will offer a replacement, exchange, or refund where appropriate.
7. Exchanges
If you need a different size or colour, please contact us at support@shinesoule.com. Exchanges are subject to product availability.
If the requested item is not available, we may offer a refund instead.
8. Non-Returnable Items
The following items cannot be returned unless they are faulty:
- Custom or personalised products
- Items that have been worn, washed, altered, or damaged by the customer
- Items returned without prior approval
- Gift cards, if applicable
9. Order Cancellations
You may request to cancel your order before it has been shipped. If your order has already been shipped, you may need to return the item after delivery.
10. Contact Us
If you have any questions about returns or refunds, please contact us:
Email:support@shinesoule.com
Store: SHINESOULE
Website: https://shinesoule.com