Frequently Asked Questions
Q: How do I know my package has shipped and is on its way?
A: Once you have placed your order, you will receive a conformation email. Once your order ships, a tracking number will be emailed to you. We ship all packages through USPS, please keep in mind that your confirmation email does not mean your package has been picked up from our distribution center yet. Please be sure to check your junk mail as well.
Q: Do you price adjust?
A: Unfortunately, we do not price adjust on previously purchased merchandise under any circumstance. This includes permanent markdowns and store/site wide sales & discounts. The good news is we frequently have sales and new codes to use for your next order!
Q: How do I change or cancel my order?
A: We understand your orders are important to you, so we do aim to fulfill orders as soon as possible. As we cannot change or cancel an order that has already been sent out, you are always welcomed to return your unwanted items for store credit or exchange your product.
Q: Oops! I was so excited to place my order, I forgot to use my code. Can I still get the discount?
A: We understand that these issues may happen, as you’re excited to receive your product! If you ordered during the correct times of the sale, please email [email protected] including your confirmation number so we can further assist you.
Q: I placed an order, but never received my conformation. How can I get that?
A: If you have not received a conformation email within a couple hours, please be sure to check your junk mail as well. If you are not able to find a confirmation and still need assistance, please email [email protected].
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Q: I received a damaged or wrong item, what do I do?
A: We understand these issues may be frustrating, but we always strive for the best customer service! If you have received a damaged or wrong item, please contact [email protected] within 3 days of receiving your order so we can further assist you as quickly as possible.
Q: What is your return/exchange policy?
A: If you’re unsatisfied with the product you have received, we gladly accept returns of purchased merchandise within 14 days. Product must be unworn, unwashed and unaltered with tags still attached. You will then receive store credit which will be emailed to you in the form of a code to use on a future purchase. With further questions please email [email protected]
If returning by mail, we suggest using USPS flat rate shipping for your convenience. You will be responsible for covering all shipping costs with returned item. Shipping must be prepaid, please keep records of your tracking number for your records. We are not responsible for any lost packages in transit.
Q: How long does your return process take?
A: Once we have received your online return it will then be processed within 3-5 business days. You will then be issued store credit via email. Please be sure to keep your tracking number for your records.
Q: I need to return or exchange an online order; how do I do that?
A: If needing to return or exchange and unwanted item from and online order please click the following link https://shelleysshoppe.com/returns-and-exchanges to request a return. Please keep in mind we cannot always guaranty the same product will still be in stock.
Q: What items are final sale?
A: Any item that is a final sale means that the item non-returnable and cannot be returned for store credit. These products would include: Earrings, Headwear, and Undergarments (camisoles, leggings, bodysuits, and bralettes). Final Sale items will also include any sale items. No exceptions.
Q: How do I redeem my points?
A: You can redeem any available rewards at checkout. You will receive an email when a reward is available. You then will need to “redeem reward” which will generate a code for you to put in at checkout to apply the discount.
Q: Can I use my points with sale items?
A: Unfortunately, we are not able to combine rewards with the sales items on our site. We suggest saving rewards for a day we do not have a sale, so you never miss out on a deal!
Q: What happens to my points if I return something?
A: Points will be deducted on all returns and will be re-added when store credit is redeemed.
Q: How do I register for rewards?
A: You can register for rewards on our website. Click here to sign up.
Q: Do I need to register for rewards before making a purchase?
A: Yes, we are unable to add points from any purchases made prior to creating your rewards account. But you will earn 50 points just for signing up!