1. The 7-Day Patron Inspection Window
We want every patron to feel complete delight when unwrapping their Shinhye sleepwear. Every order placed with Shinhye is protected by our 7-Day Inspection Window starting from the recorded delivery timestamp on your carrier tracking link.
If your piece does not fit as envisioned, or if you notice any manufacturing imperfection, you are entitled to request a size exchange or full refund within this 7-day period.
Garment Hygiene & Care Condition
Because loungewear and pajamas are worn directly against the skin, returned garments must remain in unwashed, unworn condition with all original fabric tags attached and the serial sticker envelope intact. Pieces displaying cologne/perfume scent, makeup marks, or washing detergent will not pass inspection and will be returned to the sender.
Notify Concierge
Message WhatsApp with your Order ID and photo of garment tags within 7 days.
Dispatch Return
Pack in original protective pouch and drop off at your nearest carrier counter.
Exchange / Refund
Upon atelier inspection, replacement ships or refund settles within 48 hours.
2. Size Exchange Protocol
If you used our Fit & Size Recommender and desire a different drape (e.g. transitioning from Tailored to Airy / Size-Up), we gladly arrange a size exchange subject to catalog availability.
- For size exchanges, the patron covers the return transit to our Bekasi atelier, while Shinhye covers 100% of the replacement dispatch back to your address.
- If your desired replacement size is out of stock due to limited drop capacity, you may choose an alternate piece or receive a full immediate refund.
3. Defect Replacement Guarantee
In the rare event of a textile fault (e.g. misaligned seam, broken button, or fabric flaw), Shinhye covers 100% of all return shipping costs and dispatches an immediate priority replacement.
To expedite processing, please capture a 5-second unboxing video or clear macro photograph of the defect and send it to our WhatsApp concierge.
4. Refund Settlement Method & Timelines
Once a returned garment arrives at our atelier and passes physical condition verification, our accounting desk releases your refund within 2 business days:
- QRIS & Virtual Account Payments: Refunded via direct Bank Indonesia transfer (BCA, Mandiri, BRI, BNI) to your nominated account within 24–48 hours.
- Credit & Debit Card Payments: Processed through Midtrans to your issuing bank. Funds reflect according to your bank's billing cycle (typically 3–7 business days).
5. Non-Returnable Promotional Items
Promotional sticker mystery cards, unboxing scratch packs, and free gift ribbons that have been unsealed or redeemed on the Starlight Vault are non-returnable. However, this does not affect your right to return or exchange the primary apparel piece.