Exchanges & FAQ

Exchanges

Return Policy

We accept exchanges for item, size or store credit. The returned item/items must be unworn, unwashed, and in the original packaging. Please include any details of the exchange on the packing list provided.

Store credit

We will issue a credit via email in the amount equivalent to the returned item/items. This credit can be used as a discount code at checkout.

Item or size change

You will receive an email with details of the new shipment.

Track Package

Each customer will receive an email with tracking information once the order has left our warehouse. We will process your order as soon as possible.

Domestic

Approximately 3-5 business days to arrive once it has left our warehouse.

Increased Lead Times

Orders usually take 3-5 business days to arrive, depending on the shipment location and the shipping service selected. In many cases, Covid-19 has increased these lead times. If for whatever reason an order is placed for a product that is out of stock, a Shadow Hill customer representative will contact the customer via email. On pre-order items, please check the product description for an estimate on when your preferred style will be ready for shipment.

If you have not yet received tracking credentials for your order, please send an email to info@shadowhillusa.com and you will receive a response within two business days.

International

Approximately 10 business days to arrive once it has left our warehouse. Please consider that international orders are more likely to experience delays.

 

Route Insurance

If you purchased Route Insurance at checkout, please use this service for any damaged, lost, or stolen orders. If you did not purchase Route Insurance at checkout, we will not be able to assist further.

If you are unable to find your tracking information and/or have any questions, please reach out to the email address below.

info@shadowhillusa.com

FAQ

How do I cancel an order?

Please reach out to customer service as soon as possible. Our team will do the best they can to catch this in time. There is only a short period of time before an order is confirmed.

How do I change an item or size after I placed my order?

Please reach out to customer service as soon as possible. Our team will do the best they can to catch this in time. There is only a short period of time before an order is confirmed.

How do I return or exchange my item/items?

We accept exchanges for item, size or store credit. For more detailed information, visit our Services & Information page.

Can I return my order for a refund?

We only accept exchanges for item, size or store credit. For more detailed information, visit our Services & Information page.

Do I have to pay custom fees?

All international customers are subject to pay for any additional fees. We are unable to estimate these costs at checkout.

How do I know when the next restock is?

Please sign up for our Newsletter at the bottom of the page for information on all upcoming restocks.

I never received my order. Can you resend it?

Once an order has left our warehouse, we will not be able to assist with lost, damaged, or stolen packages.

Please reference our Track Package page for more information on Route Insurance. Route Insurance protects from lost, damaged, or stolen packages.

Can I add a discount code to an existing order?

We cannot add a discount code to an order that has already been placed.

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