Why do you have pre-order products?
In alignment with our sustainability mission, have chosen to introduce waitlist products to our store in an effort to become more sustainable.
How is this sustainable?
64% of the 32 billion garments produced each year end up in landfill.
By introducing waitlist products this allows us to produce an accurate number of each product, essentially eliminating any excess inventory.
What currency can I shop in?
We support, browsing and checking out in many currencies. You can select your currency in the footer of our website.
If your local currency is not displayed, you can check out in another currency and this will be converted by your bank.
Like any international brand, parcels may be subject to customs/import fees upon arrival in your country. Upon placing your order with us you agree that you will be liable for any additional costs incurred.
SHEKOU will not be liable for any fees and we will not be able to refund/reship any parcels that are returned to sender by customs if the customer refuses to cooperate with their local customs.
I forgot to enter my discount code, can I add it in?
Once an order has been made we cannot add/amend discount codes or refund partial amounts. Good news is you can always use it next time.
I have a discount code, can I use this on sale items?
No, unfortunately additional discounts can not be applied to items that are on sale.
We will try our best. Please reach out to our Customer Care team as soon as possible - if your order has not been packed for shipping we may be able to make changes to your order - however, if it’s too late, sorry, it’s too late!
Please contact Customer Care right away, if your order hasn’t been shipped we may be able to make changes, however, if it’s too late you will need to get in touch with the relevant shipping provider. We cannot guarantee they will be able to change it either - sorry!
Unfortunately we are not able to cancel an order once it has been placed.
Once your item has been shipped please allow up to 5-10 business days (our processing time) for the shipping confirmation email. You can track your parcel via the link and follow it’s delivery.
If you don't receive any updates for quite some time please contact Customer Care.
Why was I charged twice?
If you see duplicate charges, please give it a few days and it should fall off and the issue should be rectified automatically.
However if it still remains and you are positive you only placed one order, please send us an email to firstname.lastname@example.org with a screenshot of the duplicate charge for further assistance (please double check your charge doesn't specify pending).
If you have not received an order confirmation email either your order did not process or your email address is incorrect. Please email our customer care team with your order date and shipping details or phone number.