Returns & FAQ

How do I know if my order is eligible for an exchange?

To be eligible for exchange, your item must be unused, unwashed, and in its original packaging. For international orders, customers will not be issued a prepaid return label. All sales are final.

How can I track the status of my order or exchange?

Each customer is emailed a tracking number once their order has been shipped. For all domestic orders, package status can be monitored by entering your tracking number here. For all international orders, package status can be monitored by entering your tracking number here.

How long does delivery typically take?

Domestic orders typically take 3-5 business days once shipped. International orders typically take 7-10 business days once shipped. If the product you ordered won’t ship immediately, there will be notice of such in the product description.

Where can I get information about new products & releases?

For information about upcoming products, drops, and special projects, please refer to the email entry form in the bottom right corner of our footer. Here, you will have first access to all Shadow Hill-related news.

What's the best way to wash my Shadow Hill garments?

To get the most out of your Shadow Hill garments, please consider using a machine wash with cold water. For a machine dryer, please tumble-dry on low.

It’s been a few days since I placed my order - why have I not received a confirmation email?

When a customer places an order, they receive an order confirmation email. This email confirms the details of your order and ensures your order was registered. A second email is sent to the customer upon their parcel’s departure from our facility. This email contains your tracking credentials and the expected delivery date of your order.

Why is my tracking information not updating?

Although it’s not common, sometimes we are required to either discard your original label or print a second one. This typically results in some confusion with the order’s original tracking number. To resolve this or any tracking-related difficulties, please send an email to

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