Refund policy
Refund Policy
We hope you'll love the item you purchased. If there are any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it. We'll try our best to do everything we can to make things right.
We offer a 30 day returns policy from the date of purchase on most items (see exceptions/non-returnable items below). Please contact our customer service team as soon as possible, within 3 days of receiving the order if possible, for any items that arrived damaged, defective, or if the wrong item arrived. That way we can make things right and get you a replacement item as quickly as possible Please do not return items to us without authorization from our customer service team first.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@jwshinee.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Returns and exchanges for defective items or where we shipped a wrong item in error are free of charge. Returns and exchanges for any other reason may be subject to a $7.95 return shipping and handling fee for U.S. orders and $19.95 for international orders. Shipping, warranty, and insurance costs are non-refundable.
Returns or refunds will not be given after 60 days from the date of purchase unless a purchase protection plan is purchased that permits return.
Cancellations and modifications
If you need to cancel or modify your order, please contact us within 12 hours of placing your order by emailing us at contact@jwshinee.com, otherwise, we may not be able to stop the order from shipping. Orders may not be canceled or modified once the order has entered production.
Damages and issues
Please inspect your order upon reception and contact our support team immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. We request that customers contact us immediately, within 3 business days if possible, after receiving a defective or wrong item so that we can get you a replacement item quickly. Claims for defective or wrong orders will not be accepted after 30 days from delivery.
We partner with Route to offer our customers low-cost shipping insurance that covers items lost, stolen, or damaged in transit. If you accept our offer, Route will send you email and/or SMS updates with the progress of your shipment and you can also download the Route app to get shipping updates. The app and their emails provide easy instructions for how to file a claim if anything goes wrong with your shipment. You must file a claim with Route and not with The Love Knot Shop.
If you decline to purchase Route insurance, we cannot accept responsibility for items that were lost or damaged by the shipping carrier. Please file a claim with the shipping carrier for any items that are delivered damaged.
Our Route shipping insurance is meant to protect you against missing, lost, or stolen items in transit. We are not responsible for missing, lost, or stolen items that have been marked as delivered by the carrier. If you purchased Route, you can file an easy claim with them. Any claims for shipping-related loss or damage must be filed with Route. If you did not accept our offer of shipping insurance from Route, you may be able to file a claim with your homeowners or renters insurance. Please contact your local police department to report any items that may have been stolen after delivery. You may also file a claim with the carrier for items that are not found but were marked as delivered by the carrier. Route shipping insurance charges are non-refundable, with no exceptions.
Exceptions / Non-Returnable items
Unfortunately, we can't accept returns of personalized items unless they are defective, arrived damaged, or if you receive the wrong item. That's because we make these items to your specifications and they can't be resold to other customers. Please get in touch if you have questions or concerns about your specific item.
We cannot issue refunds on sale items. We will offer a complimentary replacement for any defective items or any items that are shipped in error. Sale items may be eligible for exchanges or for store credit unless marked Final Sale, in which case there are no exchanges or store credit allowed. Gift card purchases are non-refundable.
Shipping, warranty, and insurance costs are non-refundable.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.