RETURNS

Helpie FAQ

RETURNS

  • CAN YOU CONFIRMED THAT YOU HAVE RECEIVED MY RETURN?

    Returns will be processed within 2 working days of receiving them. You will be notified by email once the return is complete. We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it. Should you have any queries about your return, please feel free to contact us.

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  • HOW LONG WILL IT BE BEFORE I GET AN EXCHANGE?

    We aim to process returns within 7-10 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 7 working days. The overall expected time for an exchange can be up to 10 days upon receipt of the item.

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  • WHEN WILL I BE ABLE TO GET MY REFUND?

    Once received, it would take 7 working days. Once your return is checked and meets our refund criteria, your refund will be reach your account in 48 hours depending on your card issuer.

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  • WHAT IS YOUR ONLINE RETURNS POLICY?

    If you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition. Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging.


    We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. Ensure your return is well packaged, and meets all the conditions outlined at the bottom of this page. Packages returned to us can take up to 5 working days to arrive back to us. Please be patient.

    You may return to the following address:
    Returns Department
    Flat K 17/F Universal Industrial Centre
    19-21 Shan Mei Street
    Fo Tan, Shatin Hong Kong

    Returns Terms and Guidelines
    All returned items must be unworn, unwashed, complete with original tags and/or packaging if applicable. We are not responsible for the return shipping costs of the items. All Items must be in original, resalable condition. Please make sure all returned items are well packaged, so as not to be damaged in the post. If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused. Please make sure all return packages are sent with a trackable, insured service. We cannot take responsibility for items damaged or lost in the return transit. ShellSoul is NOT responsible for any return custom charges made. Please make sure that the returns form is enclosed with your goods – no form may result in your return not being processed. Please refer to our Terms and Conditions for further information on returns.

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  • WHAT IS YOUR RETURN ADDRESS?

    Our return address is:

    Flat K 17/F Universal Industrial Centre 19-21 Shan Mei Street Fo Tan, Shatin Hong Kong

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