RETURNS & EXCHANGES
- Return instructions
- Gift returns
- Rules & restrictions
- Refunds & credits
- Undeliverable packages
- Errors & damages
If for any reason you are not completely satisfied with an item, you may return it to us for exchange or a refund within 30 days of purchase date subject to policies below.
We are sorry you have to return something, but here's how to do it easily:
To ensure that your return is handled promptly, please FIRST obtain a Return Authorization Code (RA#). Email your request to firstname.lastname@example.org immediately (within 15 days of receipt to ensure that your return remains valid). In the email, include following information:
- Order Number
- Buyer Name
- Item(s) to be returned
- Reason for return
You will receive an RA# and return instructions within 2 business days of your request. Items returned without an RA# will not be accepted. Return packages must arrive at our location within 30 days of the original purchase date. If you have not heard from us after 2 business days, please email again. Your initial request may not have reached us.
For gift returns, please follow the above Return Instructions. You will receive an Old Shanghai Online E-Gift Card for the purchase amount of the item(s).
To exchange items in an order, please follow the above Return Instructions for the original order. Place a new order for the items you want.
Rules & restrictions
- Returns must be shipped & paid for by the customer, via the carrier of their choice & insured as needed. We recommend a return shipping method that has tracking and/or insurance services as we cannot offer any refund for items that do not arrive at our location.
- Returns must be accompanied by:
- Original packing slip
- Print out of Return Authorization email
- Package clearly labeled outside with RA#
- Returns must be in original condition and packing, including any tags & special components. Returns that are used, worn, soiled or altered by the customer will be refused, discarded or returned to buyer at buyer's expense.
- Shipping & handling charges are non-refundable
Refunds & credits
Allow up to 2 business days to process refund, after receiving returned package at our location. Your refund will be issued in the same payment form as tendered at the time of purchase. All California State sales tax will be refunded. Depending on your bank's processing time, please allow 1-2 billing cycles for the credit to appear on your account. You can always contact us for updates on the refund status. If the order came from outside the US, customs fees are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.
Please be sure to provide us with a valid email address and verify your shipping information. If you received a confirmation but no shipment, please review the address you provided. When the carrier returns an undeliverable package to us, you will be issued a refund (excluding shipping & handling charges).
Errors & damages
Upon receiving your order, inspect the package contents carefully. Please note that many natural fibers and textiles include minor inconsistencies in texture and color that are in no way considered flaws. Claims for missing or damaged items must be received within 2 business days of receipt of merchandise in your order to be able to review and resolve your issue promptly.