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.
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.
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.
Contact
Please reach out to the below email for any questions.
info@shadowhillusa.com
Influencers, please reach out to our Instagram for all inquiries. @shadowhill