Refund policy

Returns, Exchanges, and Refunds Policy – Shell Lingerie

Bespoke Fittings: Virtual or In-Person

Cancellation/Reschedule Policy

  • Appointments can be cancelled with at least 48 hours’ notice for a full refund.
  • Appointments can be rescheduled with at least 48 hours’ notice without any additional fees.
  • Cancellations made less than 48 hours before your appointment, or missed appointments without prior notice, will result in the full service fee being forfeited, including any deposit paid and any remaining balance owed. Unfortunately, no refunds will be provided for late cancellations or no-shows.
  • To reschedule or cancel your appointment, please contact us at shell@shelllingerie.com with at least 48 hours’ notice.

Late Arrivals

If you arrive late to your appointment, we will do our best to accommodate you within the remaining time. However, the session may need to be shortened to respect the next client’s booking.

Non-Refundable Services Once Completed

All bra fittings and bespoke services, whether conducted online or in person, are non-refundable once the service has been completed. However, to ensure your satisfaction, we offer one complimentary 15-minute fit check session within 14 days of your fitting if your fit isn’t quite right. This adjustment session is designed to address any concerns and refine your fit to ensure complete comfort.

Disclaimers

  • Bespoke services are tailored to your individual needs, but fit preferences may vary depending on personal comfort and brand differences.
  • Fittings are valid for bras purchased at the time of service. Recommendations may not apply universally to all brands.

All Products

At Shell Lingerie, we strive to ensure that every woman leaves with a bra she feels confident in. We understand, however, that sometimes things don’t work out. Please review our terms below for returns, exchanges, and store credit policies.

Eligibility for Returns (For Store Credit)

  • Items must be unworn, unwashed, and in their original condition with all tags attached.
  • Returns must be made within 14 days of receiving the item and sent to our Forresters Beach, NSW location.
  • For hygiene reasons, we cannot accept returns on knickers, briefs, or swimwear bottoms unless they are faulty.
  • Approved returns will be issued as store credit only, which can be used for future purchases.
  • Proof of purchase (e.g., receipt or order confirmation) must be included with the return.
  • Customers are responsible for return shipping costs unless the item is faulty.
  • We recommend using a trackable shipping service, as we are not liable for lost returns.

Store Credit

  • Store credit is available for purchases only and must be requested within 14 days of the purchase date.
  • If we’re unable to find a bra that suits your needs, and your original bras are returned in unworn condition with tags attached, store credit for the full product value will be issued.
  • Store credit will be processed within 10–14 business days of receiving the returned item.
  • Store credit is valid for 6 months from the date of issue and must be used within this period.
  • Shipping costs are non-refundable.
  • If the item is found to have been worn or damaged, we reserve the right to decline the store credit.

Exchanges

  • You can exchange your bra for a different size, style, or colour of equal value within the 14-day return window, subject to stock availability.
  • Items must be unworn, unwashed, and in their original condition with all tags attached.
  • Exchanges must be made within 14 days of receiving the item, with returns sent to our Forrester Beach, NSW location.
  • For hygiene reasons, we do not accept exchanges for knickers, briefs, or swimwear bottoms unless they are faulty.

Faulty Items

  • If you receive a faulty or damaged item, please contact us immediately at shell@shelllingerie.com with photos and a detailed description of the issue.
  • Faulty items can be returned for store credit, exchange, or a full refund (subject to stock availability).
  • Resolutions are managed on a case-by-case basis and may depend on supplier availability.

Care Policy

  • Bras washed in a washing machine or not adhering to the manufacturer’s hand-wash guidelines will not be eligible for returns, exchanges, or store credit.
  • If your item becomes damaged due to machine washing—even if a delicates bag or gentle cycle was used—it will not qualify for return.
  • To preserve the longevity of your bras, please follow the care instructions on the label and hand wash only.

Sale Items

  • All sale items are final sale and cannot be returned, exchanged, or refunded unless they are deemed faulty by Shell Lingerie.

How to Return for Store Credit, Exchange, or Faulty Items

  1. Initiate the Return:
    Email shell@shelllingerie.com with your order number and details of the item(s) you wish to return. If the item is faulty, include photos and a description of the issue.

  2. Approval and Instructions:
    Once your return is approved, we will provide instructions on how and where to send your item, including our Forrester Beach, NSW location.

  3. Return Conditions:

    • Returns must be made within 14 days of receiving the item.
    • Items must be unworn, unwashed, and in their original condition with all tags attached.
    • Customers are responsible for the cost of return shipping, except for faulty items.
    • Items washed in a machine or not adhering to the manufacturer’s care guidelines are not eligible for return.

  4. Processing Time:
    Store credit or exchanges will be processed within 10–14 business days after we receive the returned item.