Your satisfaction is our priority. Please read this policy in full before raising an exchange request.
Our Promise
We stand behind every piece we make. If something is not right — the fit, the size, or the piece itself — we will exchange it. Our exchange policy is designed to be fair, simple, and respectful of your time.
Exchange Only
We offer exchanges, not refunds. If a piece does not work for you, we will exchange it for a different size, colour, or another piece of equal value, subject to availability. We are unable to take items back for a refund.
Eligibility for Exchange
- Exchange requests must be raised within 7 days of delivery.
- Products must be unworn, unwashed, and in their original condition with all tags intact.
- Exchanges are subject to availability of the replacement size or colour.
- Sale items and customised pieces are not eligible for exchange.
- Items showing signs of use, perfume, stains, or damage caused by the customer cannot be accepted.
- The customer is responsible for all shipping charges — both sending the item to us and re-delivery of the replacement.
How to Request an Exchange
Raise a Request
Open My Account → My Orders, choose the order, and submit an exchange request. Or email info@shadesoflinen.com with your order number, the item, and the reason. Please include clear photos if the item is defective.
Approval
Our team will review your request and respond within 48 business hours with an authorisation number and shipping instructions.
Ship the Item
Pack the item securely and send it to the address provided, writing the authorisation number clearly on the package. Please use a trackable courier. Shipping charges are borne by the customer.
Replacement Sent
Once we receive and inspect the item (within 2–3 business days), we dispatch your replacement.
Defective or Wrong Items
If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery with photographs. We will arrange a free pick-up and send a replacement at our cost — you will not pay any shipping charge.
Items We Cannot Exchange
- Items marked as Final Sale or heavily discounted pieces (above 40% off).
- Customised or made-to-measure garments.
- Accessories, jewellery, and footwear (for hygiene reasons).
- Gift cards.
Cancellations
Orders can be cancelled within 6 hours of placing them, provided they have not yet been dispatched. After 6 hours, cancellation is not guaranteed. To cancel, please contact us immediately via email or WhatsApp with your order number.
Need help with an exchange? Contact our team or email us at info@shadesoflinen.com