Cancel & Return

CANCELLATIONS

  1. Order cancellation before an item was shipped out:

If you want to cancel an order, and your order has not been shipped, please send us your order number to service@shacerlin.com and we will arrange a full refund for you.

  1. Order cancellation after an item was shipped out:

If the order is already in transit, we need to contact the shipping company to recall the order and arrange a full refund for you. You can either contact us at service@shacerlin.com to request a recall on your order or contact the courier to return the package to the shipper. You can also refuse the delivery when the carrier comes to you. If you are not at home, you can try to stick a piece of paper with a tracking number on it to your gate or door and indicate that you refuse to receive this package. You will not be charged a return label fee if the package is successfully returned to our warehouse, and a full refund will be issued to you in 3-5 business days after the package arrived back. Please kindly notice that it takes several days for your bank to process the refund if you paid by credit or debit card.

 

REFUSAL TO DELIVER

If you reject your order at the time of delivery, please contact us if we do not receive your rejection notice, the refund or exchange may be delayed.

If the item is rejected due to damage or defect, please send us a photo so that we can review and resolve the issue.

 

30-DAY GUARANTEE

We want every item to be a perfect complement to your home. You can request a return or exchange within 30 days after delivery if you feel the item doesn't satisfy your home decor. 30-day returns must with the original contents attached and with the original packaging; returned merchandise that does not satisfy these requirements may not qualify for a refund.

Some items cannot be returned:

* Special Priced Items

* Flash Deals

* Bundle discounts (unless the entire bundle is returned)

* Any item after 30 days from the purchase date

However, if your product is damaged or defective, these exceptions do not apply. In this case, please contact us for any return questions at service@shacerlin.com, we will work with you to find the best solution.

 

RETURNS

  1. None-quality related returns:

If you think your product is not suitable or you don’t like the product you bought anymore, you can return your product within 30 days from the date of delivery. To start a return, please contact service@shacerlin.com and initiate a return request with your Order ID and the item you want to return.

Our customer service team will send you a prepaid return label that allows you to return the item to our warehouse. We will send the return label to your email as soon as we receive your message. The return label fee will be deducted from your refund after the package has arrived back at our warehouse if it’s a none-quality related return.

If you want to return the package by yourself, please contact service@shacerlin.com  to check the return address.

Please note: Please ensure that the product is brand new and unused. All returns must be made using the original packaging.

 

  1. Quality-related returns:

If you want to return the product due to damaged or defective, please kindly take a picture or two of the damaged part together with your order number and send them to service@shacerlin.com. Our service team may arrange a free replacement for you without a return of the original one. Or we will send you a prepaid return label and issue a full refund to you once the package arrived back at our warehouse. No return label fee will be deducted if it’s a quality-related return.

If the product is damaged during the transition, please also provide us with some pictures of the box and the PO label on it so that our service team can help open a claim to the carrier. We will either arrange a free replacement or send you a prepaid return label according to your need.

If the wrong item, for example, the wrong product, size, or color, was sent to you, we will process it as a quality-related return. We will issue a full refund or free replacement according to your need.

 

  1. Return in person and self-returns:

If you want to return the goods in person, please contact service@shacerlin.com to check the return address. Please email the return tracking number to  service@shacerlin.com as soon as you sent out the product. Our service team will help forward your return information to our warehouse so that your package will not be refused or destroyed due to a lack of restocking information. Please note that SHA CERLIN is not responsible for the shipping costs for self-returns without prior email confirmation with our service team. 

LOSS ITEMS

If you suspect that your package is missing, please send an email to service@shacerlin.com to send the order number and tracking number to our customer service team so that we can initiate a lost package claim. This claim will help retrieve your lost or lost package. The process will take 7 days until the official confirmation from the shipping company can be received.

 

REFUND

When you place an online order, we authorize your credit card to make sure sufficient credit is available. We will issue you the refund in 7 business days after our warehouse receives the returned product. Please kindly note that we can only issue refunds through the original method used to pay for the order. Depending on your credit card provider, it may take up to 10 business days for the refund to be reflected in your balance. If the original payment method is no longer available, we are happy to issue store coupons equal to the refund amount.