Every eligible item has a 10-day window counted from the day your order is delivered. What you can do within that window depends on whether the item is a ready-made stock piece or produced to order.
Ready-made products
Finished products bought off the shelf (no customisation):
- Exchange within 10 days of delivery for a size swap or a defect.
- The item must be unworn, unwashed and returned with its original tags and packaging.
- Exchange only. We do not offer change-of-mind refunds, and we cover the exchange shipping.
Made-to-order products
Customisable products, custom prints and colours, and merch boxes are produced specifically for you:
- This is a made-to-order product. Raise a claim within 10 days of delivery if it arrives defective, wrong, or not as approved.
- Eligible claims are resolved with a free replacement or a refund.
- Custom-made pieces are not eligible for change-of-mind returns or size exchanges.
How to raise a return or exchange
- Open the order from My orders and choose Return / Exchange. Pick the items, quantities and reason — photos of the problem help us resolve claims faster.
- Once approved, we arrange the return and cover the shipping for eligible exchanges and claims.
- Approved refunds are returned to the original payment method. Where a GST invoice was issued, a credit note against that invoice accompanies the refund.
Questions
If your order was delivered more than 10 days ago, or you are unsure which policy applies, write to us at bridge@shoonyastore.com and we will do our best to help.