Return Window

Returns are accepted within 14 days of the delivery date. Requests submitted after 14 days are not accepted.

Eligibility

Returned items must be:

• Unworn, unused, and unwashed
  
• Free of odors (fragrance, smoke, deodorant, detergent)
  
• With original tags attached
  
• In original packaging (garment bags, dust bags, included accessories)
  
• In resalable condition (no wear, staining, damage, or alteration)
  

All returns are inspected. Items that do not meet these standards may be declined and returned to the sender.

Hygiene-Sensitive Fabrics

Because SHAO includes garments made with hygiene-sensitive fabrics, we may decline returns if there is any indication the item was worn in a way that compromises hygiene or resale condition. This includes (but is not limited to) makeup transfer, deodorant marks, staining, odor, or visible wear.

Try on with appropriate underlayers and avoid fragrance/deodorant contact.

Final Sale & Non-Returnable Items

The following are not eligible for return or refund:

• Custom, bespoke, made-to-measure, or made-to-order pieces (unless explicitly stated otherwise on the product page)
  
• Altered items (including hemming or tailoring after delivery)
  
• Items marked Final Sale
  
• Gift cards
  
• Items declined under the hygiene-sensitive standards above
  

Refunds & Store Credit

If approved, SHAO will issue either:

• a refund to the original payment method, or
  
• store credit, depending on the item and/or conditions of purchase (including promotional periods, limited drops, or sale items)
  

Shipping charges are non-refundable.

Exchanges

We do not guarantee exchanges due to limited inventory and small-run production. If you need another size or item, request a return (if eligible) and place a new order.

Start a Return

Email hello@shaonewyork.com with:

• Order number
  
• Item(s) you want to return
  
• Reason for return
  
• Photos if the item arrived damaged, defective, or incorrect
  

If approved, we will send return instructions and the return address.

Return Shipping

• Return shipping is the customer’s responsibility unless the return is due to a SHAO error or a verified defect.
  
• Use a tracked and insured service. SHAO is not responsible for lost or stolen return shipments.
  

Processing Time

After your return is received and inspected:

• You will be notified of approval/denial.
  
• Approved refunds are typically processed within 5–10 business days (banks may take longer).
  
• Store credit (if issued) is typically delivered within the same window.
  

Damaged / Defective / Incorrect Items

Contact hello@shaonewyork.com within 48 hours of delivery with your order number and clear photos (and packaging photos if relevant). We will evaluate and provide a resolution (replacement, repair, store credit, or refund depending on availability and the issue).

International Orders (If Applicable)

International customers are responsible for return shipping and any duties/taxes/fees. Duties and taxes paid at import are non-refundable.

Policy Updates

SHAO reserves the right to update or modify this Returns Policy at any time, in its sole discretion, without prior notice. Changes take effect when posted and apply to orders to the extent permitted by law.