Refund policy
We want you to love what you ordered. If something isn't right, here's how returns work.
At a glance
- ↩️ 7 days to start a return after delivery
- 👗 Unworn, unwashed, with tags attached
- 💳 Refund to your original payment once your return is checked in
- 🛠️ Wrong or damaged item? We send you a free return label
1. Return window
You have 7 days from delivery (the day tracking shows "Delivered") to start a return. If your order arrived in more than one package, the 7 days start from the last delivery.
Why 7 days? Our partner warehouses accept returns for a limited time, and this lets us keep prices low.
2. What can be returned
Items must be unworn, unwashed, and in original condition with tags attached, in their original packaging. Trying items on is totally fine.
3. Final sale (not returnable)
For hygiene reasons, these items are final sale:
- Swimwear
- Bodysuits
- Intimates & lingerie
- Jewelry
- Beauty products
- Face masks
If one of these arrives damaged, defective or wrong, contact us. We'll still help (see section 7).
4. How to start a return
- Tap "Request a return" in the footer of our website, or sign in to your account and open your order. You can also email support@shoponeplace.com with your order number.
- We'll review your request and email you a return authorization (RA) number and a prepaid return label with the correct return address.
- Pack your item(s), write your RA number on the package, attach the label and ship within 7 days of approval.
⚠️ Please don't send items to the address printed on your original package. It may not be our returns address, and we can't refund items sent there or without an approved return.
5. Return shipping cost
- Changed your mind or it didn't fit? Return shipping is paid by you. The cost of our prepaid return label is deducted from your refund.
- Wrong or damaged item? Your return label is free, so you pay nothing to send it back.
- Original shipping charges are non-refundable, unless the return is due to a wrong or damaged item.
6. Refunds
- Once your return arrives, we inspect it within 5–7 business days and email you when it's approved.
- Your refund goes back to your original payment method within 10 business days of approval. Your bank may take a few extra days to post it.
7. Wrong, damaged or defective item
We're so sorry if this happens! Email support@shoponeplace.com within 7 days of delivery with your order number and a clear photo of the item (and the label, if it's the wrong item). We'll email you a free return label and refund you once it's back with us.
8. Restocking fee
A 20% restocking fee applies only if a returned item comes back damaged, or worn beyond simply trying it on (for example washed, stained, perfumed, or with tags removed). If that happens, we'll contact you with photos before deducting anything. Returns in original condition have no restocking fee.
9. Exchanges
We don't offer exchanges. For a different size or color, start a return for a refund and place a new order. That's the fastest way to get the item you want before it sells out.
10. International orders
Orders shipped outside the US can't be returned. If your international order arrives damaged, defective or wrong, email us within 7 days of delivery with photos and we'll help resolve it.
Questions?
Email support@shoponeplace.com. We reply within 1 business day. 💛