Refund & Return Policy – Sheboo

At Sheboo, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return in accordance with the conditions below.

Nothing in this policy limits any mandatory consumer rights that apply to your purchase.

Return Period

You may request a return within 30 days of receiving your order.

To qualify for a return, the item must be:

• Unworn and unused

• Unwashed

• Undamaged

• In its original condition

• Returned with all original tags and packaging, where applicable

Items showing signs of wear, washing, use, damage, perfume, make-up, stains or alteration may be refused or may qualify for a reduced refund where permitted by law.

How to Start a Return

Before returning an item, please contact our customer service team:

Email: support@sheboolondon.com

Please include:

• Your full name

• Your order number

• The item you wish to return

• The reason for your return

• Clear photographs if the item is damaged, defective or incorrect

Our customer service team will review your request and provide the correct return instructions and return address.

Returns sent without prior authorisation may be delayed, refused or sent to the wrong location.

Return Destination

Sheboo is operated from the Netherlands and works with a fulfilment partner based in Shenzhen, Guangdong, China.

Depending on the product and fulfilment location, returns may need to be sent to a designated international returns facility, which may be located in China.

The complete return address and destination country will be provided by our customer service team before you send the item.

Our registered business address at Habanera 83, 2152 SK Nieuw-Vennep, the Netherlands, is used for administrative and legal correspondence only. It is not a returns facility.

Do not send returns to our registered business address unless our customer service team has expressly instructed you to do so in writing.

Return Shipping Costs

Change of Mind, Wrong Size or Unsuitable Item

If you return an item because you changed your mind, selected the wrong size, no longer require the product or are otherwise dissatisfied without the item being damaged, defective or incorrect, you are responsible for the return shipping costs.

Return shipping costs depend on:

• Your location

• The return destination

• The parcel’s weight and dimensions

• The selected carrier and shipping service

• Any applicable international shipping or customs procedures

Return shipping costs are paid directly by the customer to the selected shipping carrier.

As returns may be sent internationally, customers should review the return destination and estimated shipping cost before sending the parcel.

We strongly recommend using a tracked shipping service and keeping your tracking number and proof of postage until the return and refund have been completed.

Sheboo cannot take responsibility for return parcels that are lost, damaged or delivered to an incorrect address during return transit.

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or different from the item you ordered, please contact us as soon as possible.

Include your order number and clear photographs showing the issue.

Once the issue has been reviewed and confirmed, Sheboo will provide an appropriate solution. Depending on the circumstances, this may include:

• A replacement

• A repair

• A partial refund

• A full refund

If a confirmed damaged, defective or incorrect item must be returned, Sheboo will cover the reasonable return shipping costs or provide alternative return instructions.

Return Transit Time

Return transit time is the period between sending the parcel and its arrival at the designated returns facility.

Return transit times vary depending on:

• The customer’s location

• The return destination

• The selected carrier

• Customs procedures

• International transportation

• Other logistical circumstances

International returns may take several business days or longer to arrive.

Return transit time is separate from our refund processing time. Refund processing normally begins after the returned item has arrived and has been registered for inspection.

Return Inspection

Once your returned item has arrived at the designated returns facility, it will be inspected to confirm that it meets the conditions of this policy.

We will notify you if your return has been approved or if additional information is required.

Items that do not meet the eligibility conditions may be refused or may qualify for a reduced refund where permitted by law.

Refund Processing Time

Approved refunds will be processed within 10 business days after the returned item has been received and inspected.

The refund will be issued to the original payment method used during checkout.

After we process your refund, your bank, card issuer or payment provider may require additional time to display the refunded amount in your account. This additional processing time is outside our control.

Refund Amount

Approved refunds normally include the purchase price paid for the returned item.

Where required by applicable consumer law, we will also refund the cost of the least expensive standard outbound shipping method offered for the order.

Additional costs resulting from selecting express, premium or another more expensive delivery method may not be refundable.

Return shipping costs paid by the customer for a change-of-mind return are not refundable unless required by applicable law.

Sale and Final Sale Items

Sale items may be returned when they meet the eligibility requirements of this policy, unless the product was clearly marked as excluded from our voluntary return policy before purchase.

Items marked as final sale may be excluded from Sheboo’s voluntary 30-day return policy where legally permitted.

A final-sale designation does not remove any mandatory consumer rights relating to damaged, defective, incorrect or misdescribed products.

Exchanges

We may accept exchanges for another size or colour of the same product, subject to availability.

To request an exchange, please contact our customer service team before returning the item.

An exchange cannot be guaranteed until the returned item has been received and the requested replacement has been confirmed as available.

If the requested replacement is unavailable, we may offer an alternative product or a refund in accordance with this policy.

Order Cancellations

Orders enter our fulfilment process shortly after they are placed.

Cancellation requests must therefore be submitted within 1 hour of placing the order by contacting:

Email: support@sheboolondon.com

Please include your full name and order number.

After the one-hour cancellation period, the order may already have entered processing and cancellation can no longer be guaranteed.

If the order has already been processed or shipped, it cannot be stopped before delivery. After receiving the order, you may request a return in accordance with this Refund & Return Policy and any statutory consumer rights that apply to your purchase.

No cancellation fee will be charged.

Refused, Uncollected or Undeliverable Parcels

If a parcel is refused, not collected or returned because the customer provided an incorrect or incomplete delivery address, we will review the order after the parcel has been returned to the relevant facility.

Any refund or reshipment will be assessed after the parcel has been received and inspected.

Reasonable costs resulting from an incorrect address, failed delivery, refused delivery or uncollected parcel may be deducted where permitted by law and where these costs have been clearly communicated.

Responsibility for Returns

Customers are responsible for ensuring that their return:

• Is packaged securely

• Contains the correct item

• Is sent to the return address provided by customer service

• Is shipped within the applicable return period

• Uses a trackable shipping method where possible

Please retain your tracking number and proof of postage until the return and refund have been completed.

Contact and Business Information

This online store is operated by:

Balanz Solutions
Trading as Sheboo

Registered Business Address:
Habanera 83
2152 SK Nieuw-Vennep
The Netherlands

Chamber of Commerce number (KvK): 92219160
VAT number: NL004943989B12
Email: support@sheboolondon.com
Telephone: 085 0603921

Our customer service opening hours are:

Monday–Friday: 09:00–17:00 CET/CEST
Saturday–Sunday: 09:00–13:00 CET/CEST

We aim to respond to customer enquiries within 24 hours on business days.

The registered business address listed above is not a returns location. Returns must only be sent to the address provided by our customer service team.