FREQUENTLY ASKED QUESTIONS
Shapellx is sold exclusively at www.shapellx.com. To ensure product authenticity, award-winning quality, and access to our full Inclusive Sizing (XS-6XL), customers should only purchase from our official storefront. Be the first to know about new collections, restocks, and more by signing up for emails here.
- Try a different web browser.
- Clear browser cache/cookies.
- Ensure the billing address matches the payment method.
If errors persist, contact info@shapellx.com
If you are a wholesaler or store owner, pls feel free to send us your inquiry now. Email to wholesale@shapellx.com
Every valid order generates a unique ID beginning with the prefix "SYSX". This identifier is required for all support inquiries and can be found in the confirmation email or Order History.
Order changes or cancellations are only permitted prior to warehouse processing. You may change or cancel your order by our Customer Support Team before the order is processed.
Once an order is fulfilled, customers may utilize our 100% Fit Guarantee for post-delivery exchanges or returns.
Enter the code in the designated "Discount Code" box during the final checkout step. Note: System constraints allow only one (1) discount code per transaction.
Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information. You will then be able to track your order through the tracking link on the email or by logging in to your account on Shapellx.com. Your order may arrive in several shipments. You will receive a separate e-mail notification for each shipment.
It will be sent to the email you used for placing the order. If you fail to track your order, please email info@shapellx.com with your order number and request.
First double-check the area where the carrier would have left it. Ask neighbors too in case the package was dropped at the wrong door. Also, look for any "attempted delivery" notices, which means the carrier tried to deliver it, but no one was home. If you still don’t see anything, wait until the end of the next day, because some carriers’ electronic systems may show the package as delivered, even when it’s still on the way. Still no luck? Call the carrier with your tracking number for more information.
If the carrier is unable to provide a resolution please contact our Customer Care Center at info@shapellx.com
Orders may be cancelled if flagged as "High-Risk" by our security system. Please verify your payment details with your bank or contact our service team to confirm your identity for a re-order.
- Window: 30-day return and exchange period from the date of delivery.
- Condition: Items must be unworn, unwashed, and in original condition with all tags and hygienic liners attached.
- Hygienic Requirements: Customers must wear underwear when trying on garments. Returns showing signs of makeup, perfume, scents, or wear will be rejected.
- Bras & Underwear
- Mystery Boxes
- Free Gifts
- Items marked as Final Sale
- First Exchange: 100% Free. Shapellx provides a complimentary return label for the first exchange per order.
- Subsequent Exchanges: Customers are responsible for all shipping costs starting from the second exchange.
- Option A: Happy Returns® (Recommended)
- Cost: $8.00 processing fee (deducted from refund).
- Advantage: Box-free and label-free. * Process: Request online -> Receive QR Code -> Drop off at any Happy Returns Bar.
- Option B: Pre-Paid Return Label
- Cost: $8.00 processing fee (deducted from refund).
- Process: Contact support -> Print emailed label -> Drop off at USPS.
- Option C: Self-Arranged Return
- Cost: Subject to carrier rates (Paid by customer).
- Process: Ship via any carrier -> Email tracking number to info@shapellx.com .
- International customers are responsible for all return shipping costs and logistics. Please contact info@shapellx.com for specific instructions.
- Limit: Only one (1) return or exchange request can be processed per order. Please consolidate all items into a single request.
Email info@shapellx.com with your SYSX order number. We offer a 100% Fit Guarantee, allowing you to swap for a different size or product easily.
Exchanges ship once the return is in transit. Refunds are processed to the original payment method within 1-3 business days after the return is received.
If you are not totally in love with how they feel or fit, simply exchange or return them within 30 days, please feel free to contact us for a return label. Email to info@shapellx.com. It is available for the US only!* One return label for per order.
We apologize if you received a damaged item. Please send a photo of the damaged product to info@shapellx.com with your order number and we would be happy to help you with a resolution. Please note that any damaged item outside of a 30 days return window cannot be returned or refunded.
Happy Returns is a box-free and label-free service for U.S. orders.
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Initiate via info@shapellx.com; 2. Select Happy Returns; 3. Receive a QR Code; 4. Drop off items at a Happy Returns Bar location.
Exchanges: $0 (One complimentary). Refunds: A flat $8.00 processing fee is deducted from the final refund amount.
To make a return with Happy Returns:
1. Contact customer service via email: info@shapellx.com to initiate a return or exchange.
2. Select Happy Returns as your return method.
3. Receive a QR code via email (no printing required).
4. Bring your item(s) to a Happy Returns drop-off location
5. Show your QR code to the associate, and they’ll handle the rest!
When you submit a return or exchange request, select the Happy Return return method. On the page, you will see the nearest drop-off location to you.
After submitting your return request and selecting Happy Returns as your preferred method, a QR code will be automatically generated upon approval by our customer service team. The QR code will be emailed to you—printing is not required.
If you initiate return requests for your order at different times, you may receive multiple QR codes. For more details, please contact customer service via email: info@shapellx.com
Route is an optional service that covers orders in case of loss, theft, or damage during transit.
If your order gets lost, stolen, or damaged during shipping, Route’s expert support team helps ensure that it gets refunded. Refunds are issued to the original method of payment. Please note: the Route protection fee are not included.
Route insurance covers lost and stolen packages. Packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises. Packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for within 30 days from the last checkpoint.
After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost" and assist with next steps.
Route package protection covers items that are damaged during the shipping process. To file a claim, please take clear photographs of the damaged product and its packaging. Claims must be submitted within 30 calendar days of the package being marked as delivered. If your item is defective (not damaged in transit), please contact our support team directly, and we will work with you to resolve the issue promptly.
If you opt in for Route package protection at checkout, a confirmation email will be sent to you by Route, including a link to file a claim. Alternatively, you may file a claim via the Route mobile app or through the web [here]. To proceed, you’ll need your order number and the email address associated with the purchase. Once submitted, claims are reviewed within 1–2 business days.
Route package protection may be removed and refunded only prior to shipment. Once the order has been shipped, Route cannot be canceled or refunded.
We use outside delivery companies (UPS, FedEx, DHL, and USPS), we cannot guarantee these delivery times.
Yes, we offer standard and express shipping options to most countries.
Normally we will only ship to the address entered when the order was originally placed. Let’s connect as soon as possible if you need to update the shipping address-- contact us.
Orders are processed depending on item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.
Most orders placed on business days will be processed and shipped within 1-2 business days.
We are unable to deliver on weekends or public holidays, any orders placed during this period will be dispatched the following business day.
Rush 1-3 business days / Standard Delivery 3-7 business days
Please note that shipping times do not include the standard 1-2 business days processing time it takes for the order to ship out.
Please note: due to the large order volume and slow logistics during the Black Friday shopping spree, some shipments may be delayed. We're working diligently to get your order on time.
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
You can opt-in and add Route to your order by toggling the Route button On to protect your package from theft, damaged or missing delivery. For cart totals under $100 USD, Route is only $0.98 USD.
If you experienced an issue with your order, please file a claim with Route’s team here.
Standard U.S. shipping is $6.98 ($29.99 for rush delivery), with free shipping on orders over $80. Canadian orders ship for $9.98 standard (free over $100). All international orders ship for $29.99. Delivery times vary by location and shipping method selected.
Normally, most of Shapellx’s in-stock products are shipped from the US and will be delivered in 4-7 business days. Some would be sent directly from our factories in China and it will take 6-18 business days. We've partnered with top manufacturers and distributors around the globe to ensure that only products of the highest quality standards are delivered to you in no time.
Please note that we do not deliver to FPO and APO addresses. For more information on international shipping, please contact us at info@shapellx.com.
Please contact us if you have not received your delivered order or it has been lost in transit by the carrier. We would be happy to assist.
Our website is currently in United States dollars. All purchases will be converted to USD after purchase.
We accept a wide variety of payment options!
For the quickest checkout process, you can select one of our express options - ShopPay, AmazonPay, PayPal, or GooglePay
We also accept:
- Afterpay, Klarna
- Visa, Mastercard, Apple pay, American Express, Discover, JCB, Diners Club
If you prefer to use a different payment method simply go through our easy checkout process - enter your shipping information and from there you will be taken to the final checkout page where you can enter your payment information:
Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest. Visit our Afterpay page for more information by clicking here.
Your payment is secure and your information always remain private. All information is encrypted form to ensure the overall security of all sensitive information.
To the extent that we are required by law to charge and collect taxes on products that we sell, such taxes are charged based on the tax laws applicable to the location to which the order is being shipped or delivered. At checkout, all appropriate taxes will be added to the order total. The tax amount displayed during checkout is an estimate of the tax applicable to your order. This amount may vary slightly from the actual amount of tax payable in connection with your order due to different tax rates which apply as a result of the origin and destination of the item(s) being purchased, as well as other factors.
