For hygiene reasons and because our products are made to order, we do not offer exchanges or refunds unless the item you receive has a serious problem. This includes if:

• The item is significantly different from the description or sample shown to you.

• It is not what you ordered.

Please be informed that our products are made-to-order; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the difference between advertised images and the actual item you received.

If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.

Please contact our Customer Support team to start the complaint process. Please include the following information:

• Order number

• Video or photo of the faulty product 

• Complete delivery address

• Contact telephone number

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Should you decide to return your order without contacting our Customer Support team and it fails to meet all of our criteria, a refund will not be provided. You will receive an email notification outlining the available options for further action.

• We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.

• You will be responsible for paying for your own shipping costs for returning your item(s). 

REFUND POLICY

We want you to be 100% satisfied with services provided from us. If your product is defective or not described, don't worry. Just send us an email at support@shenativeshop.com and we will make it right by offering you a replacement or refund.

We will not accept returns or refunds for failed deliveries due to the customer's error in providing an incorrect delivery address. Additionally, we will not be responsible for any products lost due to the security of the customer's residence, provided delivery is confirmed by the carrier. Refunds will not be issued if the customer refuses to receive the delivery.

Any dissatisfactions related to apparel sizing and/or colors will not be eligible for refund or replacement. Please make sure to have a look at our sizing charts on product pages or your order confirmation email within the first 12 hours after completing your purchase.

Our return policy lasts 30 days since your delivery date. If the 30-day period has gone, we can’t offer you a refund or exchange.

HOW DO I CHANGE OR CANCEL MY ORDER?

If you change your mind about your purchase, please contact us here and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

Your order is only eligible to be cancelled and modified within 12 hours of placing the order. After that time, the order is locked for processing and can not be cancelled.

NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.