Return & Exchange Policy

Return Eligibility

To be eligible for a return, items must meet all of the following conditions:

• ✓Returned within 7 days of receiving the order
• ✓Unworn, unwashed, and in original condition
• ✓All original tags still attached
• ✓In original packaging (or equivalent)
• ✓Accompanied by your order number

Non-Returnable Items

• ✕Sale items (marked with a discount)
• ✕Accessories, jewellery, and hair items (for hygiene reasons)
• ✕Items that have been worn, washed, or altered
• ✕Items without original tags or packaging
• ✕Custom or made-to-order pieces

How to Initiate a Return

1. 01

   Contact Us

   Message us on WhatsApp or email within 7 days of receiving your order. Include your order number and reason for return.

2. 02

   Get Confirmation

   Our team will review your request and confirm whether it's eligible. This usually takes 1 business day.

3. 03

   Ship the Item

   Pack the item securely and send it to the address we provide. Return shipping cost is the responsibility of the customer unless the item was defective.

4. 04

   Receive Refund or Exchange

   Once we receive and inspect the item (1–2 days), your refund or exchange will be processed within 3–5 business days.

Received a defective item?

If your item arrived damaged or defective, please contact us within 48 hours with photos. We will arrange a free return and send a replacement at no extra cost.

⚠️ Important Notice — Please Read Before Accepting Your Order

• 📦

  Inspect in front of the delivery person

  Please check your parcel for any visible damage, missing items, or incorrect products before signing off or accepting delivery. If you notice anything wrong at the time of delivery, reject the parcel and contact us immediately.

• 🎥

  Record an unboxing video

  We strongly recommend recording a clear, uninterrupted unboxing video from the moment you receive the sealed package until fully unpacked. This video is required as proof for any damage or missing-item claims. Without an unboxing video, we may be unable to process claims for damaged or incorrect items — as we cannot verify whether the damage occurred during transit or after delivery.

Sheli's Urban Lifestyle is not liable for damage or discrepancies reported after delivery is accepted without inspection or without an unboxing video.

Or email us at hello@shelisurbanlifestyle.com