Refund policy


Last updated: September 2, 2026

Thank you for shopping with WILDSHE. If something isn't right with your purchase, our team is here to help.

1. Eligibility and Request Window

  • 30-Day Window: Return requests must be submitted within 30 calendar days of order delivery. Requests after this window will not be processed.

  • How to Request: Email service@wildshe.com with your order number and the reason for the return.

  • Prior Approval Required: Items sent back without prior approval may be refused or returned to sender.

2. Non-Returnable Items

For hygiene and safety reasons, the following items are final sale and cannot be returned or exchanged:

  • Any product that has been opened, used, swatched, or tested.

  • Lip products, eye products, and applicators with broken seals.

  • Gift cards, promotional items, and free gifts.

  • Items marked "Final Sale" at the time of purchase.

3. Return Reasons and Resolutions

A. Error on Our Part (Damaged or Incorrect Items)

If you receive an incorrect, damaged, or defective item (excluding minor packaging wear), we will resolve it at no cost.

  • Deadline: Contact us within 7 days of delivery.

  • Required Information:

    • Photo of the shipping box and packing slip.

    • Clear photo of the damaged or incorrect item.

    • Brief description of the issue.

  • Resolution: Replacement, full refund, or store credit based on your preference.

B. Change of Mind (Unwanted or Wrong Shade)

To return an unopened, unused item for personal reasons:

  • Restocking Fee: A 20% restocking fee applies to the item price.

  • Shipping Costs: Original and return shipping costs are non-refundable.

  • Condition: Items must arrive in original, unopened packaging with all seals intact.

4. Return Process Steps

  1. Submit Request: Email us within the 30-day window.

  2. Receive Approval: Get return instructions and the return address via email.

  3. Ship Item: Send the item back and reply with your tracking number.

  4. Inspection and Refund: Once inspected, refunds are processed to the original payment method within 3 to 5 business days.

5. Non-Refundable Scenarios

Refunds will not be issued in the following situations:

  • The item is confirmed delivered to the checkout address, and the product has no quality issues.

  • The shipping address was entered incorrectly by the customer.

  • The package was refused or abandoned at customs or a pickup location.

6. International Orders and Customs

  • Customs Holds: If a parcel is held by customs, contact us for assistance. Refusing to collect the parcel or failing to provide documentation voids refund guarantees.

  • Duties and Taxes: All customs duties, taxes, and brokerage fees are the customer's responsibility and are non-refundable.

  • Incorrect Addresses: If a parcel is sent to an incorrect address provided at checkout, we will share carrier contact information for correction requests, but we cannot refund lost or misdelivered orders caused by customer address errors.

7. Contact Us

For questions regarding this policy, reach out to us at service@wildshe.com. We typically respond within 1 to 2 business days.