The short version

• 30 days from delivery to request a return.
• Items must be unworn, unused and in original packaging.
• Earrings and custom / made-to-order pieces cannot be returned.
• Damaged or incorrect items? We cover return shipping and replace or refund.

How to start a return

1. Email hello@sheenstore.ca with your order number and which pieces you are sending back.
2. We reply with a return authorisation and the return address within one business day.
3. Pack the pieces in their original boxes and send them tracked. Keep the tracking receipt until your refund lands.

Returns sent without authorisation may not reach the right person at the studio - please do email first.

What cannot be returned

• Earrings, for hygiene reasons.
• Custom, personalised and made-to-order pieces, including bridal commissions.
• Anything worn, washed, altered, scented, damaged after delivery, or returned outside the 30-day window.
• Gift cards and sale items marked final sale.

Refunds

Once your return arrives we inspect it within 2-3 business days and then approve the refund. Refunds go back to the original payment method and appear within 5-10 business days depending on your bank. Original shipping charges are not refundable.

Exchanges

Want a different size or a different piece? Request an exchange in the same email and we will hold the replacement for you where stock allows. If the new piece costs more we will send a payment link for the difference.

Damaged, faulty or incorrect items

That is on us. Photograph the item and the packaging and contact us within 7 days of delivery. We will send a prepaid return label and either replace the piece or refund you in full, including shipping.

Late or missing refunds

If it has been more than 10 business days since we confirmed your refund, first check with your bank or card issuer, then email us and we will trace it from our side.