EXCHANGE POLICY FOR ORDER WHICH HAS NOT BEEN SHIPPED YET: 

We accept to change only 01 (ONE) time for an order (free of charge). To make changes to your order, please reach out for support by email at support@sheelion.com

FOR ORDER WHICH HAS BEEN ALREADY SHIPPED OR DELIVERED WE ACCEPT EXCHANGES WITH FOLLOWING REQUIREMENTS: 

– We accept exchange inquiries within 7 days since the customer receives the order.  The procedure takes about 14 working days (not including the weekend) from the date of exchange approval for the requests to be processed.  Submit your request via the live chat button on our website or email us at  support@sheelion.com

– We accept exchanges for purchased items from our website. Items in their original condition can be exchanged to other colors, standard sizes or different styles. Customers may also check the size guide carefully as well as contact our customer service to avoid any confusion/ misunderstanding Important notes for exchange and delivery: Please provide videos and receipts for proof in your exchange inquiry so we can assist you with utmost care. This is compulsory for every inquiry, and we don’t resolve cases without providing unboxing videos. 

– Items must be in their original condition with all tags attached. Where provided, belts and any packaging such as zipped bags must also be returned. 

– We would recommend wrapping the order securely and lightly, using a tracking service with your local post office. We recommend obtaining proof of returned shipment, as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive the returned item at our warehouse. We will not be responsible for damaged products due to delivery. 

– Regarding the delivery, you can authorize us to arrange a return shipment for you or you can arrange shipment from your side via DHL shipping company. Our technical team will check the returned product carefully and then process further support via our private customer service. The tracking information will be provided to the customer for further follow. 

– In case the shipment is processed from the customer’s side. Please submit the proof of shipment for our reference. After submitting the proof for sending, the customer must update us with the tracking number so we can follow up with the shipment. 

– If we don’t receive the tracking information from the customer in advance and the shipment is lost in transit, SHEELION does not take any responsibility for tracking and finding the package. Customers must take full responsibility for contacting the courier/customs and finding the shipment. No exchange will be made until we successfully receive the package. 

– We will cancel any exchange request if the shipping process lasts more than 30 days. 

WE DO NOT ACCEPT EXCHANGES OF THE FOLLOWING REQUIREMENTS: 

– SHEELION reserves the right to reject any items that do not meet the stated requirements above. Unacceptable items will be promptly returned to customers at their expenses. 

– Exchange requests for damaged products (torn, deformed, broken, etc.) due to customer error will not be accepted. Items that have been altered, or washed, with make-up marks, tan, deodorant, lint or fur, the smell of perfume, smoke, body odors or stains are unacceptable. 

–  We do not accept exchange requests for customized products and discounted/ gifted items. 

– Please do not process any exchange without our confirmation. We will not support or exchange the product under this circumstance. 

EXCHANGE AMOUNT 

– The total of 2-way shipping, customs fee and any related duty must be paid at your own cost. 

– Merchandise exchange amount will be issued on the cost at purchasing price, excluding original intermediary fees, shipping charges, and tax or duty (if any). 

– If items that you want to exchange have a lower price than the issued exchange amount, the difference amount will be kept as a reserved coupon/ credit for future purchases at https://sheelion.com

RETURN/ REFUND AND CANCELLATION WILL NOT BE ISSUED 

Completed orders will not be returned/ refunded or canceled under any circumstances. 

DEFECT ITEMS FROM MANUFACTURER 

– Please inform us about the situation with a photo and video of the defect via  support@sheelion.com or live chat at https://sheelion.com within 2 days from the day you receive the item. 

– Please note that we are not responsible for damaged products due to delivery. 

– In case the item needs to be sent back to us for further checking or exchange, please follow these steps: 

+The shipment needs to be processed with the same steps as in the “Important note for exchange and delivery”. 

+ For the amount that has been purchased for the defect item, we will hold the purchased payment for you so you can place another order at https://sheelion.com. Please place a new order with an item that you want to exchange at your comfort or you can save the purchased payment for the future purchase (e.g. SHEELION’s next collection). After receiving the returned item for exchange, we will continue to process your following order which was paid by using the hold payment. 

PLEASE CAREFULLY NOTE THAT 

All the suggestions and recommendations from our customer service are for reference only. The order will be processed under the final customer’s decision according to detailed order confirmation. 

SHIPPING POLICY 

• International shipment: available to most regions worldwide. 
• Time of shipment: It depends on your region and usually takes 7 – 20 days.
• Express shipment will cost higher depending on the time and region. 
• Shipping fee: Depends on the weight of items you’ve ordered and the country where it’s being delivered. It is calculated automatically at checkout and does not include taxes or duties. 
• Tracking the order: tracking information will be updated online after about 2-3 working days since your order has been shipped. We’ll provide a tracking number via email. In your delivery confirmation emails, you’ll receive tracking information which you can use to check the progress of your order online. Merchandise will be delivered to the delivery address specified in the order. 

PLEASE NOTE THAT: 

– Please ensure all the shipping information, email, and contact number you provided are correct so that the process won’t be delayed. Please check your email as we will contact you to inquire about missing information if needed. 

– Our shipping fee does not include custom tax. It is the customer’s responsibility to fulfill the tax payment to receive the goods. We do not take any responsibility if customers refuse to pay the tax/delay in paying tax.

 – Customers need to contact us if you have any questions regarding the amount of taxes and customs fees. Please do not inform the taxes and customs fee to the shipping service yourself without consulting with us. We don’t take responsibility for any extra charges as an unexpected amount, which is caused by the customer’s side. 

– If you choose to refuse your shipments, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to our Vietnam address. This amount will be deducted from your merchandise purchasement. 

QUESTIONS & COMPLAINS 

If you have any additional questions, or want more information about our exchange policy, or would like to make a complaint, please contact us by e-mail at support@sheelion.com