Frequently asked questions
Returns, exchanges and refunds
How do I start a return?
Email support@sheoutshines.com within 180 days of delivery.
Please include:
• Your order number
• The item or items you want to return
• The email address used to place the order
• The reason for the return
Once your request is reviewed, we will provide return instructions and a prepaid return shipping label for eligible items.
Please do not send merchandise back until you have received return instructions from us.
Please include:
• Your order number
• The item or items you want to return
• The email address used to place the order
• The reason for the return
Once your request is reviewed, we will provide return instructions and a prepaid return shipping label for eligible items.
Please do not send merchandise back until you have received return instructions from us.
What can I return?
Eligible items may be returned within 180 days of delivery.
For ordinary returns, items must be:
• Unworn
• Unwashed
• Unaltered
• In their original condition
• Suitable for resale
• Returned with original tags attached
• Free from makeup, deodorant, perfume, tanning products, stains, marks, odors, pet hair, or other signs of wear
Items explicitly marked “Final Sale” and gift cards are not eligible for return.
Sale or discounted items that are not marked “Final Sale” are eligible for our standard 180-day return policy, subject to the applicable return conditions.
Different condition requirements may apply when an item arrives damaged, defective, or incorrect.
For ordinary returns, items must be:
• Unworn
• Unwashed
• Unaltered
• In their original condition
• Suitable for resale
• Returned with original tags attached
• Free from makeup, deodorant, perfume, tanning products, stains, marks, odors, pet hair, or other signs of wear
Items explicitly marked “Final Sale” and gift cards are not eligible for return.
Sale or discounted items that are not marked “Final Sale” are eligible for our standard 180-day return policy, subject to the applicable return conditions.
Different condition requirements may apply when an item arrives damaged, defective, or incorrect.
It does not fit. Can I swap the size?
Possibly.
Contact support@sheoutshines.com and let us know which size you need.
Exchanges depend on current inventory and cannot be guaranteed.
If the replacement size is unavailable or likely to sell out, the fastest option may be to return the original eligible item for free and place a new order for the preferred size.
Contact support@sheoutshines.com and let us know which size you need.
Exchanges depend on current inventory and cannot be guaranteed.
If the replacement size is unavailable or likely to sell out, the fastest option may be to return the original eligible item for free and place a new order for the preferred size.
Who pays for return postage?
She Outshines covers return shipping for eligible approved returns.
We provide a prepaid return shipping label, and there is no return shipping charge or restocking fee deducted from an eligible approved refund.
If you arrange your own return method without our instructions, those shipping costs may not be reimbursed.
We provide a prepaid return shipping label, and there is no return shipping charge or restocking fee deducted from an eligible approved refund.
If you arrange your own return method without our instructions, those shipping costs may not be reimbursed.
Where do returns go?
Returns may be processed at a location that is different from our public business address or from the address shown on your original package.
The correct return location will be provided with your approved return instructions.
Please do not send merchandise to an address unless She Outshines has specifically provided that address for your return.
The correct return location will be provided with your approved return instructions.
Please do not send merchandise to an address unless She Outshines has specifically provided that address for your return.
My item arrived damaged or wrong. What now?
Contact support@sheoutshines.com as soon as reasonably possible.
Please include:
• Your order number
• A description of the issue
• Clear photographs of the item and the problem, when applicable
If a return is required because an item was damaged, defective, or incorrect, you will not be charged return shipping.
We will review the information and provide the appropriate resolution.
Please include:
• Your order number
• A description of the issue
• Clear photographs of the item and the problem, when applicable
If a return is required because an item was damaged, defective, or incorrect, you will not be charged return shipping.
We will review the information and provide the appropriate resolution.
Why do you need photos?
Photos help us confirm the issue and determine the appropriate next step more quickly.
They may also be needed when we work with a carrier, fulfillment partner, or supplier to investigate damaged or incorrect merchandise.
Photos are requested when reasonably applicable.
They may also be needed when we work with a carrier, fulfillment partner, or supplier to investigate damaged or incorrect merchandise.
Photos are requested when reasonably applicable.
How long do refunds take?
Once your return reaches the designated return facility, it is normally inspected within 3 to 5 business days.
If approved, the refund is issued to the original payment method within 10 business days.
After the refund is issued, your bank, card issuer, or payment provider may need additional time to post the funds to your account.
If more than 15 business days have passed since your return was approved and you have not received your refund, contact support@sheoutshines.com.
If approved, the refund is issued to the original payment method within 10 business days.
After the refund is issued, your bank, card issuer, or payment provider may need additional time to post the funds to your account.
If more than 15 business days have passed since your return was approved and you have not received your refund, contact support@sheoutshines.com.
Will I get my money back?
Approved refunds are normally issued to the original payment method used for the purchase.
Eligible returns do not have return shipping charges or restocking fees deducted from the refund.
If a refund cannot reasonably be returned to the original payment method, we will contact you regarding an available alternative.
Eligible returns do not have return shipping charges or restocking fees deducted from the refund.
If a refund cannot reasonably be returned to the original payment method, we will contact you regarding an available alternative.
Are original shipping charges refundable?
Eligible She Outshines orders normally include free standard shipping.
If you purchased a separately charged delivery service, that original shipping charge may not be refundable unless required by law, the order was defective or incorrect, or She Outshines agrees otherwise.
If you purchased a separately charged delivery service, that original shipping charge may not be refundable unless required by law, the order was defective or incorrect, or She Outshines agrees otherwise.
Can I return a sale item?
Sale or discounted items are eligible for our standard 180-day return policy unless explicitly marked “Final Sale.” Final Sale items and gift cards are not eligible for return.
Delivery and tracking
How long does delivery take?
Most orders are processed within 24 to 48 hours.
After dispatch, standard tracked shipping typically takes 3 to 5 business days.
A typical order therefore includes:
• Processing: normally 24 to 48 hours
• Transit after dispatch: typically 3 to 5 business days
Delivery times are estimates and may vary because of destination, carrier delays, customs processing, severe weather, public holidays, high order volume, or other circumstances outside our reasonable control.
After dispatch, standard tracked shipping typically takes 3 to 5 business days.
A typical order therefore includes:
• Processing: normally 24 to 48 hours
• Transit after dispatch: typically 3 to 5 business days
Delivery times are estimates and may vary because of destination, carrier delays, customs processing, severe weather, public holidays, high order volume, or other circumstances outside our reasonable control.
Where is my tracking number?
Once your order has been dispatched, we will send a shipping confirmation email with tracking information.
Depending on the shipment, this may include:
• Your tracking number
• The carrier
• A tracking link
• Current shipment status
• An estimated delivery date, when available
You can also use the Order Tracking page on sheoutshines.com.
Depending on the shipment, this may include:
• Your tracking number
• The carrier
• A tracking link
• Current shipment status
• An estimated delivery date, when available
You can also use the Order Tracking page on sheoutshines.com.
My order is late. What should I do?
Check your tracking information first, as it normally provides the most current shipment status.
If the tracking information does not resolve your concern, contact support@sheoutshines.com with:
• Your order number
• Your tracking number, if available
• A brief description of the issue
We will review the shipment information and, when appropriate, work with the carrier or fulfillment partner to investigate the delay.
If the tracking information does not resolve your concern, contact support@sheoutshines.com with:
• Your order number
• Your tracking number, if available
• A brief description of the issue
We will review the shipment information and, when appropriate, work with the carrier or fulfillment partner to investigate the delay.
Only part of my order arrived. Why?
Items in the same order may sometimes be stored at different fulfillment locations.
If necessary, your order may be shipped in more than one package.
If this happens:
• You will not be charged additional standard shipping fees
• Packages may arrive on different dates
• Separate tracking information may be provided
Receiving one package does not necessarily mean the remaining items are missing.
Tracking says delivered, but I do not have it.
First check:
• Around the delivery location
• Your mailbox or parcel area
• With other members of your household
• With building reception, concierge, or mailroom staff, if applicable
• Any delivery photograph or carrier notification
• Any secure location where the carrier may have left the package
If you still cannot locate it, contact support@sheoutshines.com with your order number and tracking information.
We will review the available delivery information and help with the next steps.
If necessary, your order may be shipped in more than one package.
If this happens:
• You will not be charged additional standard shipping fees
• Packages may arrive on different dates
• Separate tracking information may be provided
Receiving one package does not necessarily mean the remaining items are missing.
Tracking says delivered, but I do not have it.
First check:
• Around the delivery location
• Your mailbox or parcel area
• With other members of your household
• With building reception, concierge, or mailroom staff, if applicable
• Any delivery photograph or carrier notification
• Any secure location where the carrier may have left the package
If you still cannot locate it, contact support@sheoutshines.com with your order number and tracking information.
We will review the available delivery information and help with the next steps.
Do you offer express delivery?
At this time, our standard published shipping service is free tracked standard shipping.
If additional delivery options are available for your destination, they will be shown at checkout , or contact us.
If additional delivery options are available for your destination, they will be shown at checkout , or contact us.
Where do you deliver, and will I pay customs?
She Outshines ships to a broad range of supported countries and regions worlwide.
Shipping availability is confirmed during checkout.
For supported international destinations, She Outshines covers applicable customs duties and import taxes as described in our Shipping & Delivery Policy.
You should not normally be required to pay an additional customs duty or import tax to receive your package.
If a carrier or customs authority unexpectedly asks you to pay a customs or import charge, contact support@sheoutshines.com before paying when reasonably possible.
Shipping availability is confirmed during checkout.
For supported international destinations, She Outshines covers applicable customs duties and import taxes as described in our Shipping & Delivery Policy.
You should not normally be required to pay an additional customs duty or import tax to receive your package.
If a carrier or customs authority unexpectedly asks you to pay a customs or import charge, contact support@sheoutshines.com before paying when reasonably possible.
Which carriers do you use?
Depending on your destination, fulfillment location, package, and available service, we may use carriers such as:
• FedEx
• DHL
• UPS
• SF Express
• EMS
• Other trusted international, national, or local carriers
In some destinations, an international carrier may transfer the package to a local carrier for final delivery.
• FedEx
• DHL
• UPS
• SF Express
• EMS
• Other trusted international, national, or local carriers
In some destinations, an international carrier may transfer the package to a local carrier for final delivery.
Why is my order shipping from another country?
She Outshines uses an international fulfillment network with facilities in North America, Europe, Asia, and other supported regions.
Not every product, size, color, or variation is stocked at every location.
If the item is unavailable at the fulfillment center nearest your destination, your order may ship from another location where stock is available.
This is normal and does not affect your free standard shipping entitlement.
Not every product, size, color, or variation is stocked at every location.
If the item is unavailable at the fulfillment center nearest your destination, your order may ship from another location where stock is available.
This is normal and does not affect your free standard shipping entitlement.
Why has my tracking stopped updating?
Tracking does not always update continuously.
Updates may temporarily pause while a package is:
• Moving between countries
• Transferring between carrier networks
• Going through customs
• Waiting for the next carrier scan
A temporary pause does not necessarily mean the package has stopped moving.
Updates may temporarily pause while a package is:
• Moving between countries
• Transferring between carrier networks
• Going through customs
• Waiting for the next carrier scan
A temporary pause does not necessarily mean the package has stopped moving.
Orders and Changes
Can I cancel my order?
Possibly.
Contact support@sheoutshines.com as soon as possible after placing your order.
We will make reasonable efforts to accommodate the request, but cancellation cannot be guaranteed once fulfillment has begun or the order has been dispatched.
If the order can no longer be cancelled, eligible items may still be returned after delivery in accordance with our Return & Refund Policy.
Contact support@sheoutshines.com as soon as possible after placing your order.
We will make reasonable efforts to accommodate the request, but cancellation cannot be guaranteed once fulfillment has begun or the order has been dispatched.
If the order can no longer be cancelled, eligible items may still be returned after delivery in accordance with our Return & Refund Policy.
Can I change my delivery address?
Contact support@sheoutshines.com immediately if you notice an address error.
Please include:
• Your order number
• The correct shipping address
We will make reasonable efforts to update the address before dispatch.
However, address changes cannot be guaranteed after fulfillment has begun or the package has been transferred to the carrier.
Please include:
• Your order number
• The correct shipping address
We will make reasonable efforts to update the address before dispatch.
However, address changes cannot be guaranteed after fulfillment has begun or the package has been transferred to the carrier.
I ordered something by mistake. Can you remove it?
Contact us as soon as possible at support@sheoutshines.com.
Please include your order number and tell us which item you want removed.
We will make reasonable efforts to update the order, but changes cannot be guaranteed after fulfillment has started.
Please include your order number and tell us which item you want removed.
We will make reasonable efforts to update the order, but changes cannot be guaranteed after fulfillment has started.
Will a sold out size come back?
Restocks depend on product availability and cannot be guaranteed.
If a sold out item or size becomes available again, it may be listed on the product page.
Availability can change quickly, especially for popular styles.
If a sold out item or size becomes available again, it may be listed on the product page.
Availability can change quickly, especially for popular styles.
I paid but got no confirmation email ?
First check your spam, junk, promotions, or other filtered email folders.
Also confirm that the email address entered at checkout was correct.
If you still cannot find your confirmation, contact support@sheoutshines.com and include:
• Your full name
• The email address used at checkout
• The approximate time of purchase
• Any order or payment reference available
We will help verify the order.
Also confirm that the email address entered at checkout was correct.
If you still cannot find your confirmation, contact support@sheoutshines.com and include:
• Your full name
• The email address used at checkout
• The approximate time of purchase
• Any order or payment reference available
We will help verify the order.
Can I change the size or color after ordering?
Contact us as soon as possible at support@sheoutshines.com.
If fulfillment has not started and the requested option is available, we may be able to update the order.
Changes cannot be guaranteed once fulfillment has begun.
If fulfillment has not started and the requested option is available, we may be able to update the order.
Changes cannot be guaranteed once fulfillment has begun.
Can I combine two separate orders?
We cannot guarantee that separately placed orders can be combined because orders may begin processing quickly or may be assigned to different fulfillment locations.
If you have just placed the orders, contact support@sheoutshines.com and we will check whether any change is possible.
If you have just placed the orders, contact support@sheoutshines.com and we will check whether any change is possible.
Payments and checkout
What payment methods do you accept?
Available payment methods are shown at checkout.
The options available may vary depending on your country, device, currency, and payment provider.
All available payment methods will be displayed before you complete your purchase.
The options available may vary depending on your country, device, currency, and payment provider.
All available payment methods will be displayed before you complete your purchase.
Is checkout secure?
Our store is powered by Shopify.
Payments may be processed by Shopify and other authorized payment providers using their applicable security systems.
For more information about how personal information is handled, please review our Privacy Policy.
Payments may be processed by Shopify and other authorized payment providers using their applicable security systems.
For more information about how personal information is handled, please review our Privacy Policy.
Why was my payment declined?
A payment may be declined by your bank, card issuer, payment provider, or fraud prevention system.
Common reasons can include:
• Incorrect billing information
• Insufficient funds or available credit
• Bank security restrictions
• An expired card
• A transaction requiring additional authorization
If your payment is declined, verify the information entered and contact your payment provider if necessary.
Common reasons can include:
• Incorrect billing information
• Insufficient funds or available credit
• Bank security restrictions
• An expired card
• A transaction requiring additional authorization
If your payment is declined, verify the information entered and contact your payment provider if necessary.
Will I be charged in my local currency?
The currency displayed during checkout is the currency used for the transaction unless otherwise indicated.
Your bank or payment provider may apply its own currency conversion or foreign transaction rules where applicable.
Products and Availability
Your bank or payment provider may apply its own currency conversion or foreign transaction rules where applicable.
Products and Availability
Products and availability
Are your product colors exactly the same as the photos?
We make reasonable efforts to display products accurately.
However, colors and appearance can vary slightly depending on screen settings, device type, lighting, and other display differences.
However, colors and appearance can vary slightly depending on screen settings, device type, lighting, and other display differences.
Do you restock sold out items?
Some styles or sizes may be restocked, but restocks are not guaranteed.
Product availability shown on the website is the best indication of current stock.
Product availability shown on the website is the best indication of current stock.
How do I choose the right size?
Review the sizing information provided on the relevant product page before ordering.
If you need additional help, contact support@sheoutshines.com before placing your order.
If you need additional help, contact support@sheoutshines.com before placing your order.
What if the item I ordered becomes unavailable?
If we are unable to fulfill an item after your order is placed, we may contact you using the information associated with the order.
If we cancel an item or order after payment has been successfully processed, the appropriate refund will be issued to the original payment method.
If we cancel an item or order after payment has been successfully processed, the appropriate refund will be issued to the original payment method.
Contact and support
How can I contact She Outshines?
You can contact our customer support team by email or through our Contact Us page.
She Outshines
860 Main Street
Moncton, New Brunswick E1C 1G2
Canada
Email: support@sheoutshines.com
Phone: +1 647 547 7755
She Outshines
860 Main Street
Moncton, New Brunswick E1C 1G2
Canada
Email: support@sheoutshines.com
Phone: +1 647 547 7755
What are your customer support hours?
Our customer support hours are:
Monday to Friday
9:00 AM to 5:00 PM Eastern Time
We normally respond within 24 to 48 hours during business days.
Monday to Friday
9:00 AM to 5:00 PM Eastern Time
We normally respond within 24 to 48 hours during business days.
What should I include when contacting support about an order?
Whenever possible, include:
• Your order number
• The email address used to place the order
• Your tracking number, if the question concerns delivery
• A brief description of the issue
• Photos when relevant to damaged, defective, or incorrect merchandise
Providing this information can help us assist you more efficiently.
• Your order number
• The email address used to place the order
• Your tracking number, if the question concerns delivery
• A brief description of the issue
• Photos when relevant to damaged, defective, or incorrect merchandise
Providing this information can help us assist you more efficiently.
Have Any Other Questions?
If you still need help, our customer support team is here to assist with orders, returns, shipping, sizing, tracking, and other questions.
You can contact us through the button below or email us directly at: support@sheoutshines.com
Customer support hours are Monday to Friday, 9:00 AM to 5:00 PM Eastern Time.
We normally respond within 24 to 48 hours during business days.
For questions about an existing order, please include your order number whenever possible so we can assist you more efficiently.