Return and Refund Policy

Return & Refund Policy

Thank you for shopping with SHORELUME! We want you to feel confident and in love with every piece you receive. Please review our return and refund policy below.

1. Mystery Boxes & Custom Items – Final Sale

Mystery Boxes: All Mystery Boxes (including The Deluxe Treasure Box and 6-Piece Experience Box) are final sale and cannot be returned, exchanged, or refunded, as they are specially curated surprise packages.
Customized Items: Custom-made or personalized products are also final sale.

2. Eligible Items – 30-Day Return Policy

We accept returns of standard, non-mystery eligible items within 30 days of delivery, subject to the following conditions:

Conditions for Return: Items must be unworn, undamaged, unaltered, and returned in their original condition and packaging with all tags attached. Proof of purchase (order number) is required.
Restocking Fee: A 20% restocking fee will be deducted from your final refund amount.
Return Shipping: Customers are responsible for paying the return shipping costs. Return shipping costs and original shipping fees are non-refundable. We recommend using a trackable shipping service.
How to Initiate a Return:
1. Email our support team at zkl0501@foxmail.com with your order number to request Return Authorization.
2. Once approved, we will provide you with instructions and the return address.
3. Returns sent back without prior authorization will not be accepted.

3. Damaged, Defective, or Incorrect Items

Please inspect your package as soon as it arrives! If you receive an item that is defective, damaged in transit, or incorrect, please contact us immediately at zkl0501@foxmail.com with photos of the issue. We will quickly evaluate the situation and arrange a replacement or solution for you.

4. Non-Returnable Items

We cannot accept returns on the following:

All Mystery Boxes / Treasure Boxes
Custom or personalized jewelry
Final sale / promotional items
Gift cards

5. Exchanges

The fastest way to exchange an item is to return the original item (once approved) and make a separate purchase for the new item you would like.

6. Refund Process

Once your returned item is received and inspected, we will notify you of the approval status.

If approved, your refund (minus the 20% restocking fee and return shipping costs) will be processed to your original payment method within 10 business days.
Please allow additional processing time for your bank or credit card company to post the refund.
If more than 15 business days have passed since approval and you haven't received your refund, please contact us at zkl0501@foxmail.com.

7. European Union Customers – 14-Day Cooling-Off Period

If your order is delivered to the European Union, you have the right to cancel or return your purchase within 14 days of delivery for any reason, in accordance with EU consumer regulations.

Items must be unworn, unused, with tags, and in original packaging.
Note: Mystery Boxes remain excluded as custom/sealed surprise goods once opened.