Refund policy

At Shape Lab, your satisfaction matters to us. Because our products are intimate apparel, this policy is designed to protect the health and hygiene of all our customers while ensuring you are fully covered in the event of a defective or damaged item.

Our policy lasts 30 days from the date of delivery. If more than 30 days have passed since you received your order, unfortunately we cannot offer a refund or an exchange.

Hygiene Notice — Intimate Apparel

Shape Lab products are classified as intimate and sanitary goods. For health and hygiene reasons, worn, used, washed, or tried-on items cannot be returned or refunded, in accordance with standard practice for intimate apparel. Returns are accepted only for items that are defective or damaged upon arrival (see "Defective or Damaged Items" below).

This restriction does not affect any warranty rights you may have regarding manufacturing defects.

Import Duties (International Orders)

While Shape Lab primarily serves customers in the United States, international customers may be subject to import duties. If you have paid import taxes and would like to recover them, we offer the possibility of reimbursing these charges.

To request this reimbursement, please contact our customer service at contact@try-shapelab.com with:

Your bank IBAN (or applicable banking details), and
A detailed receipt showing the net amount of import taxes paid.

Once we verify the information, we will proceed with the refund of the net amount of the import taxes.

Defective or Damaged Items

If your item arrives defective or damaged, you are eligible for a replacement or refund. To qualify:

The item must be unused and in the same condition in which you received it.
The item must be in its original packaging, with all tags and any hygiene seals/liners intact.
You must contact us within 30 days of delivery.
A receipt or proof of purchase is required.

Please do not send your purchase back to the manufacturer. Returns sent without prior authorization from our customer service cannot be processed.

Non-Returnable Items

For hygiene, safety, and legal reasons, the following cannot be returned:

Intimate or sanitary products that have been worn, used, washed, or had their hygiene seal/liner removed.
Gift cards.
Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
Any item returned more than 30 days after delivery.

Partial Refunds (if applicable)

In some cases, only partial refunds may be granted:

Any item not returned in its original condition, damaged, or missing parts for reasons not due to our error.
Any item returned more than 30 days after delivery.

Refunds (if applicable)

Once we receive and inspect your returned item, we will send you an email notification confirming receipt. We will also inform you whether your refund is approved or rejected.

If approved, your refund will be processed and a credit will automatically be applied to your original payment method within a few business days.

Late or Missing Refunds (if applicable)

If you have not received your refund yet:

Check your bank account again.
Contact your credit card provider — it may take some time before your refund is officially posted.
Contact your bank — processing times may delay your refund.

If you have completed all these steps and still have not received your refund, please contact us at contact@try-shapelab.com.

Sale or Promotional Items (if applicable)

Only regular-priced items are eligible for a refund. Sale or promotional items cannot be refunded, except where the item is defective or damaged upon arrival.

Exchanges (if applicable)

We only replace items if they are defective or damaged upon arrival. If you need to exchange your item for the same product, please email us at contact@try-shapelab.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your eligible (defective/damaged) return once it is received and inspected.

If the item was not marked as a gift, or if the gift giver had the order shipped to themselves to give to you later, any refund will be issued to the original purchaser, who will be notified of the return.

How to Return Your Product

To return an eligible (defective or damaged) product, please contact us by email at contact@try-shapelab.com to initiate the return process and receive the necessary instructions and return address.

Return shipping costs are the customer's responsibility and are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.
Depending on your location, the time it takes for a replacement product to reach you may vary.
If you are returning an item valued at over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.