15-DAY RETURN & EXCHANGE POLICY
We want you to feel comfortable and confident when shopping at ShopExpress, that's why we offer a 15-day return & exchange policy. If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 15 days from the delivery date.
1. You have 15 days to decide if an item is right for you, if you would like to return or exchange the item please contact us within 15 days of delivery.
2. The following items cannot be returned or exchanged: customized products, artificially damaged products, etc.
3. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way. Items without tag or that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.
4. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
5. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
Note: The original shipping fee and Shipping Guarantee are non-refundable.
Returns will be processed within 5 days upon receiving your package. The refund will be issued to your original payment account or in the form of store credit as you requested.
* If you want the refund to be issued to your original payment account, please contact one of ShopExpress representatives to get an authorization.
SELF SERVICE RETURN & EXCHANGE INSTRUCTIONS
Step 1: Initiate your return
Sign in and go to “My Orders” on the dashboard to select the item(s) you want to return.
Step 2: Receive return notification email
Once you initiate your return (Step 1), you will receive an email titled “Notification of Your Return Progress from Jeulia” within 48 hours. Within this email, you’ll receive the further return instructions.
Step 3: Pack & Ship the item(s)
Enclose a copy of your return with the order number, full name and email address. Package should be shipped pre-paid through a traceable method.
Step 4: Upload return tracking number
Remember to sign in and upload the return tracking number once the package is shipped back.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Kindly allow between 3-6 business days for our after sales team to process your request. After this, please note the refund times below:
For credit card refunds, please allow between 7-14 business days for the transaction to process.
For PayPal refunds, please allow up to 48 hours for the transaction to appear in your account.
For Wallet refunds (store credit), please allow 24 hours for your account to be updated.