Refund policy

 

🛍️ Returns and Exchange Policy

 

We want you to love your purchase! If something isn't quite right, we're here to help make the return process as smooth as possible, while keeping our small business sustainable.

Our 14-Day Guarantee

 

You have 14 calendar days from the date you receive your order to initiate a return or exchange.

 

Eligibility and Conditions

 

To be eligible for a return, your item must meet the following strict conditions:

  • Unworn and Unwashed: Items must be completely unworn, unwashed, and free of any odors (including perfume or smoke).

  • Original Condition: Items must be returned in the exact condition they were received. This includes all original packaging (e.g., poly bags, shoe boxes).

  • No Damage: Items must be free of marks, stains, or signs of wear (e.g., deodorant marks, pet hair, rips, snags).

We reserve the right to refuse a return if an item does not meet these conditions, and in that event, the item will be sent back to the customer at their expense.

To keep our prices competitive and our small business running efficiently, the customer is responsible for return shipping costs.

  1. Initiate a Return: Contact us at Harry.walkley@Shadow-room.com within the 14-day window, providing your Order Number and the reason for the return.

  2. Wait for Confirmation: We will review your request and, if approved, send you an email with the return mailing address and instructions. Do not send items back before receiving this confirmation.

  3. Ship the Item: You are responsible for packaging and shipping the item back to us. We highly recommend using a tracked shipping service, as we cannot process a refund for items lost in transit. The customer covers the cost of return postage.

  4. Processing: Once we receive your return, please allow 3-5 business days for inspection and processing.

     

    Refunds

     

    • Once your return is inspected and approved, a refund will be processed to your original method of payment.

    • Please note that shipping costs from the original order are non-refundable.

    • It may take an additional 5-10 business days for the credit to appear on your bank or credit card statement, depending on your financial institution.

     

    Exchanges

     

    We do not offer direct exchanges due to the fast turnover of our stock. If you wish to exchange an item for a different size or colour, please follow the standard returns process for a refund and then place a new order for the desired item.

     

    Non-Returnable Items

     

    For hygiene and safety reasons, the following items are considered final sale and cannot be returned or exchanged:

    • Underwear, lingerie, and swimwear (if the hygiene seal is broken).

    • Jewelry and hair accessories.

    • Gift cards.

    • Items marked as "Final Sale" or "Clearance."

     

    Damaged or Incorrect Items

     

    If you receive a damaged, faulty, or incorrect item, please contact us immediately (within 48 hours of delivery) at Harry.walkley@shadow-room.com with your Order Number and clear photos of the issue. We will cover the shipping costs to resolve this issue.