Q: How to change my shipping address?

A: Please email to [email protected] to see whether your order has been shipped or not. Once your package shipped, we will not be able to change the shipping address.

Q: Why is the tracking number not working?

A: When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days (1-7 days) to see any activity once it has shipped out from our end.

Q: Why hasn't my shipping information been updated?

A: Sometimes it takes the information some time to update. If your shipment is from our international warehouses, it is in transit or clearing customs and the information will not be updated until it reaches next shipping station (may need 1-7 days). Sometimes the shipping company has not updated the package information.

Q: How come my package shows delivered but I have not received my package?

Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. If you cannot find it, check for your package with the shipping company then. Remember to bring your ID! If you still cannot find your package neither, please do not hesitate to contact our Customer Service.

Q: Do I need to be at my shipping address when my package is delivered?

A: Sometimes your package requires a signature for it to be delivered. You may contact the shipping company and ask them details about your package with the tracking number we have provided. If you missed the delivery, please contact the shipping company to arrange for them to redeliver or for you to pick up the package.

Q: What is your return policy?

A: We accept return for refund within 30 days after delivery date (the date you received your package).

• The following items cannot be returned or exchanged: bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets).
• Returning shipping fee is non-refundable. We will only refund the amount you paid for the clothes but not for services.
• We’ll issue the refund to your herisdo wallet if we are not otherwise informed to refund to your payment account in advance.
• More details, you may please pay attention to our Return Policy.

Q: I still haven't gotten the refund in card. What is status of my refund?

A:If we said we will refund to your credit card, the whole process may need 10-30 business days as you card bank need to process the refund to you. Here at SHEIN, we could refund to your card account in 24 hours. But you card bank need 10-30 business days to transfer the money to your card account.

SHEIN can't control the processing speed of your card bank. Please ask the card bank for detailed information. We apologize genuinely for the inconvenience caused and thanks for your kindly understanding.

Q: How long does it take for my refund to be processed?

A: Once we receive the returned items, it will take up to 7 days for us to process the refund. The refund should reflect your account depending on the method of payment. If you would like us to refund the amount to your SHEIN wallet that will take 24 hours. If you would like us to refund the amount to your credit/debit card, that depends on your financial institution which ranges from 3-15 business days. If you would like us to refund the amount to your Paypal account that will take 48 hours.

Q: Which items cannot be returned or refunded?

A: We do not accept returns/exchanges for the following items due to hygienic reasons: bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets).

Q: Why was my payment declined?

A： herisdo accepts Visa, MasterCard, American Express, Diners Club, and Maestro.

If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In the case that your payment is still refused, we suggest trying a different card or payment method.

If the above instructions fail please contact your bank or submit a ticket with as much detail along with the error messages. so that we may assist you.

Q: Am I able to apply multiple discount codes?

A: Only one coupon code is eligible per order.

Q: Why there are so many one-size products?

A: Usually one-size products design with narrow shoulder and wide hem to show good looking. One-size does not mean it fits everybody but means it has only one size.

We sincerely suggest every customer to measure your body figure carefully before ordering. Besides, you can read the size reference in the description and then make a decision.

Q: How to choose my size?

A: You could find a size reference on each product page. Customers may compare the reference measurements with your own to find the best choice.

Q: Do you use animals fur or genuine leather?

A:Our products are neither real fur nor genuine leather but they are high quality artificial materials.

Q: How do I reset my password?

A: Its easy to reset you password with herisdo. Here are the following steps that will help you to reset your password.

• Select “Sign In” at the right corner of our homepage.
• Select “Forgot Your Password?”
• Enter your registered email address in the provided box.
• A new password will be created via the link in your registered email.
• If you cannot locate the email, be sure to check your spam folder.
• Enter the new password to log into your account.

Q: Why can’t I log into my herisdo account?

A: There could be several reasons why. Most of the time is that you have entered the email address or password incorrectly.

Q: Do I have to register to place an order?

A: Registering with herisdo has many benefits and will make your shopping experience easy and efficient. Before placing an order you will need to register. To register, enter your email address, create a password and wait for the confirmation email from herisdo, read the email for further instructions. Please make sure the email address you use is entered correctly

Q: Will you save my personal information?

A: We respect your privacy and keep your personal information confidential.

When you visit our site, the information collected is stored by your browser, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser.

Note that this will limit your access to our site.