At Sheelook, we want you to have a pleasant shopping experience. If you receive a damaged, defective, or incorrect jewellery item, please contact us so we can review your concern and help resolve it in accordance with this policy and applicable law.

1. Return Eligibility

You may request a return or exchange in the following circumstances:

  • You received a damaged or defective product.
  • You received an item different from the one you ordered.
  • Your order is incomplete or contains an incorrect item.

Please contact us within 7 days of delivery to report an issue. This is our requested reporting period and does not limit any rights you may have under applicable law.

Returns for reasons such as a change of mind, choosing the wrong size, or no longer wanting the product will be assessed according to the product’s eligibility and the terms displayed at the time of purchase.

2. Conditions for Returns

To help us assess a return request, please ensure that:

  • The product is in its original condition, except where it arrived damaged or defective.
  • Original packaging, tags, accessories, and other included items are retained where possible.
  • You provide your order number and a clear description of the issue.
  • Photographs or videos are provided when reasonably necessary to assess damage, defects, or an incorrect delivery.

Products will not automatically be rejected because their packaging is damaged during transit or because a defect affects their condition. Each request will be reviewed fairly.

3. Non-Returnable Items

For hygiene and product-protection reasons, certain jewellery items may not be eligible for return or exchange, including:

  • Earrings or other products specifically identified as non-returnable for hygiene reasons.
  • Personalised or custom-made jewellery, except where the item is defective, incorrect, or otherwise covered by applicable law.
  • Products damaged through misuse or unauthorised alteration after delivery.

Any product-specific return restrictions will be communicated on the relevant product page or before purchase. Nothing in this section removes rights that cannot legally be excluded.

4. How to Request a Return

To request a return or exchange, follow these steps:

  1. Email info@sheelook.com with the subject line “Return Request”.
  2. Include your order number, registered email address or phone number, and the reason for your request.
  3. Attach clear photographs or videos if the product is damaged, defective, or incorrect.
  4. Wait for our instructions before sending the product back.

Our support team will review your request and communicate the next steps, including any applicable return-shipping arrangements.

Please do not send products to an address until our team has confirmed the return procedure.

5. Refund Policy

Once an eligible return is received or otherwise verified, we will review the product and notify you of the outcome.

If a refund is approved:

  • Refunds will generally be processed through the original payment method where feasible.
  • Processing time may depend on the payment provider or bank.
  • Any applicable refund amount, including eligible shipping charges, will be determined in accordance with the reason for return, the terms of purchase, and applicable law.
  • If the original payment method is unavailable, we will contact you to discuss an appropriate alternative.

We will communicate the expected processing timeline when your refund is approved.

6. Exchange Policy

Exchanges may be available for eligible damaged, defective, or incorrectly delivered products, subject to product availability.

If an exchange cannot be provided, we will discuss an appropriate alternative, such as a refund, in accordance with applicable law.

Please contact info@sheelook.com before returning an item for exchange.

7. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery. If an item arrives damaged, defective, or different from what you ordered, contact us as soon as reasonably possible.

Include your order number and supporting photographs or videos where available. We will review the information and explain the available resolution.

8. Order Cancellation

If you wish to cancel an order, contact us as soon as possible at info@sheelook.com.

Cancellation may be possible before the order is processed or dispatched. If the order has already been dispatched, the return procedure may apply instead, subject to applicable law and the terms of purchase.

Any eligible refund will be handled according to the applicable refund process.

9. Return Shipping Charges

Return-shipping responsibility will depend on the reason for the return and applicable law.

Where a product is damaged, defective, or incorrectly delivered, we will communicate the appropriate return-shipping arrangements. For other eligible returns, any applicable shipping charges or conditions will be explained before the return is completed.

10. Contact Us

If you have questions about returns, refunds, exchanges, or order cancellations, please contact us:

Sheelook Customer Support
Email: info@sheelook.com
Website: https://sheelook.com

We appreciate your trust in Sheelook and will make reasonable efforts to handle eligible return and refund requests fairly and promptly.