RETURNS / EXCHANGE

At Shella Official, we strive to provide our customers with high-quality. Generally, we do not accept returns or exchanges, except in special cases. If you have any problem with the item you purchased, please let us know at support@shellaofficial.com. Our support team will do our best to assist you. We will replace defective items or incorrect orders upon receiving a photograph showing the specific issue with the product along with the order number.

We won’t be responsible for refund or exchange if you return items on your own without contacting us first. Please don’t return items to the address written on the package. Thank you for your understanding!

REFUND / RESEND

We accept refund/resend in these cases:

  • Damaged/poor quality printed item.

  • Wrong item (wrong design, wrong product type).

  • Wrong size item (we sent the wrong item compared with the one you purchased).

  • Item has not arrived within 30 days for US orders or 60 days for international orders.

Please contact us by email at support@shellaofficial.com and our support team will help you arrange a replacement or refund as soon as possible.

  • Replacement orders will take time like normal orders (7 business days for processing and 2–4 weeks for delivery). Customers don’t need to pay for any replacement fee/resend fee in these cases.

  • Refund will be processed right after we receive your request. Credit will be back to your account in 3–10 days regardless of your bank.

We do not accept refund/resend in these cases:

  • Customer chooses the wrong size.

  • Package missing due to the wrong shipping address provided.

  • Customer does not like the item material.

  • Customer changes the order/shipping address after the product has been printed and shipped out.

  • Customer returns the product without noticing Shella Official.

Please note:

  • For Handmade items: Issues must be reported within 7 days of receipt.

  • For Printed items: Issues must be reported within 30 days of receipt. After this period, we will not be able to assist you.

SPECIFIC CASES

ORDER MODIFICATIONS OR CANCELLATION
After your order has been placed, you have 10 hours to contact our customer service and request order modifications or a cancellation. After this period, or if the order has already gone into production, modifications or cancellations are no longer possible.

CUSTOMER ORDER WRONG SIZE
Since your order is custom printed just for you, we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style and fit of their purchase. To help you choose the right size, we have provided a detailed size chart on each product page. Please refer to it carefully before placing your order.

DAMAGED / INCORRECT ITEM
At Shella Official, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. Thankfully, it is rather unusual! But if it is the case, we guarantee satisfaction to all of our customers by offering free replacement orders or refunds for affected items.

All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item, and the QR code attached to the package of the affected items. Please contact our support team via email at support@shellaofficial.com for assistance, and we will arrange to either resend the item or issue a refund, depending on your preference.

Please make sure that:

  • The product itself or the printing is defective, OR

  • The final product is different from the one you ordered.

ORDER NOT RECEIVED
If your item has not arrived within 30 days for US orders or 60 days for international orders (not including 7–10 days processing) after being ordered, please contact us via email at support@shellaofficial.com for a full refund of your purchase.
(Please note this policy excludes errors made by customers when providing incorrect shipping details and/or missed parcel deliveries.)

ORDER LOST / RETURNED TO SENDER DUE TO INCORRECT SHIPPING ADDRESS PROVIDED
Please make sure to check carefully your shipping address before confirming your order.

  • If the parcel is lost because of the wrong shipping address, we are not responsible for replacement/refund.

  • If the tracking information shows that the parcel has been returned to the sender (wrong shipping address, failed delivery because the receiver was not at home/did not pick up in time...), we reserve the right to send a replacement. Refunds are not accepted in these cases.

If you have any questions, feel free to email us at support@shellaofficial.com. We will answer within 1–2 business days.