HELP / FAQS

In order to be approved for our one-time size exchange, kindly send us the following information to our email address (customercare.shape@gmail.com)

1. Order number
2. Name used for the order
3. Item you want to return/exchange (including the color/s and size/s)
4. Reason for the return/exchange
5. Pictures or videos to show/explain the reason
6. Location

Please provide all of the information possible in order to speed up the process for the approval of your size exchange. By continuing with this request, you acknowledge and accept the following terms and conditions for return/exchange requests which you will find below.

Return and Exchange Policy

Upon receiving the orders, we highly encourage you to check the items as soon as possible.

1. Returns and/or exchanges will only be accepted for sizing issues and damages within 7 days of the delivery date. 
2. For sizing exchanges, the return shipping fee will be arranged and shouldered by the customer through Third Party Couriers only. Once receiving the returned item, we will ship the new item via Gogoexpress. Given this, please pay for the shipping fee of the return. We reserve the right to refuse a return that has unpaid fees being charged to us.
3. For damaged items or if you received the wrong item, we will book a return and deliver a replacement as soon as possible. We will not be liable for any damage beyond normal wear and tear. Please see the list of accepted damages on the tab below.
4. The item/s must be returned in original condition with all original tags attached and the items placed in the original packaging.
5. Products that are marked down by 30% are final and will not be eligible for return. 

We carefully inspect all items before dispatch to ensure they meet the highest quality standards. Upon receiving your order, please inspect it right away. We will only accept replacement/refund of the item/s for the following reasons:

1. If the item/s received were incorrect.
2. If the item/s received were already damaged upon opening the package.

Kindly e-mail us at customercare.shape@gmail.com so we may have it replaced/refunded. Kindly make sure to include images showing the damaged or incorrect product/s received so we can resolve your concerns and have it sorted out.

However, we will not be eligible for replacement/refund if the items were damaged due to the following reasons:

1. multiple fitting attempts that resulted in tearing and damaging the product/s
2. washing it
3. altering it
4. worn and used already

Kindly take note that we can only accept replacements and refunds within 7 days from the delivery date.

We issue refunds if you are not satisfied with your order due to the following reasons:

1. Missing order/s
2. Incorrect order/s
3. Damaged item/s that meets our damage criteria

If you want to change your order, please send us an email at (customercare.shape@gmail.com). We will see what is still possible.

If your order was already packed and picked up by the courier, we no longer can change your order and you would have to request for a return/exchange.

As soon as your order is shipped we will send you a track & trace code by e-mail. This way you can track your order.

Keep in mind that it can take up to 48 hours before the track & trace is available. Can't track your package after 48h? Please send us an email to customercare.shape@gmail.com and we will contact the shipping company.

Our standard shipping fee in the Philippines is P100 for orders in Metro Manila and P185 for orders outside Metro Manila. We offer free shipping for orders above P3500.

Our standard delivery time takes 3-5 business days for orders in Metro Manila and 5-7 business days for orders outside Metro Manila.