Refund policy

PLEASE NOTE DUE TO COVID 19 WE ARE NOT ACCEPTING ANY RETURNS OR EXCHANGES UNTIL FURTHER NOTICE

Returns

Return shipping costs back to SHEN in Brooklyn are the responsibility of the customer.

All applications for returns must be accompanied with a proof of purchase in an email within 7 days of purchase notifying of the reason for the return.

Products must be returned to SHEN unopened and sealed within 7 days and have a return number as issued by SHEN. Goods remain the property of the purchaser until they arrive to SHEN in sellable condition. We are unable to replace or refund items damaged in transit to SHEN. If a return is credited to the customer, the customer will be credited only the amount of the product, not for shipping costs. All returns are for store credit only.

NO REFUNDS

All returns and their shipping costs are at the expense of the customer. However, if goods are damaged in transit to the customer or the customer receives a product in error, SHEN will refund the shipping costs. We suggest using a recorded service to ensure safe return of the items. Please retain a proof of postage.

We regret we cannot offer returns or exchanges on goods that have been opened, or used, for hygiene and sanitation purposes. Please use our sample service for matching make-up colors, trying scents or sampling a new range for the first time. This helps ensure your purchase is one you love.

Restricted Goods

Under dangerous goods regulations we are currently unable to ship the following items outside mainland United States.

Perfumes - including Eau De Parfum, Eau De Toilette and Energy Mists.

Nail Polish

Nail Polish Remover

Room Mists

Hair Spray

Scent Diffusers

High alcohol content products

The purchaser must ensure that the items ordered can be imported to their country. We take no responsibility for items refused by customs in the delivery country.

Our Dispatch Process

Orders are dispatched Monday to Friday excluding Federal Holidays.

Orders are generally dispatched within 1-2 working days, although this may take longer during the festive and sale periods and under some circumstances.

We regret that dispatch errors such as missing, faulty or damaged items may occur from time to time. These must be reported within 7 days to be accepted for return. Beyond 7 days we are unable to accept returns. Replacements will be delivered to you and the damaged or incorrect product will be required to be returned. We recommend purchasing ROUTE shipping insurance to ensure replacement, if you opt out, you are responsible for any damages or losses.

Incorrect Address Details

Please ensure your address is completed correctly and a valid phone number is available upon ordering. We do not take responsibility for any lost or undelivered items if the address is incorrect. A new delivery will not be dispatched until the original order is delivered back to Shen.

If your order is returned, the cost of redelivery must be paid before it is dispatched again. Once goods are received by Shen, the customer will be credited the amount of the product but will not be refunded shipping costs.

Customs:

Please be aware. Customs fees may be charged when arriving in your country. These are at the cost of the receiver. For returns on international items due to customs, the customer will only be refunded product costs for shipment not showing, but will not be refunded shipping costs. Refund will be issued as a store credit upon receiving products back to SHEN.