FAQ
Shipping
Do you ship internationally?
We offerfree international shipping on all ordersto ensure that customers can experience our brand anywhere in the world.
How long will it take to get my order?
We work directly with the manufacturer to get you the lowest prices possible, because of this shipping may take a few weeks. Shipping times will vary depending on the destination country, as our policy covers worldwide shipping.
How can I track my order?
Please allow 4-5 business days for tracking to become available after you have received confirmation that your order has been shipped.
I only received part of my order. Where is the rest?
We source our products internationally and some are shipped from different distribution facilities. Please allow a few extra days for the rest of your order to arrive.
If you still have not received the rest of your order after a few days, please feel free to contact us at info@shine-collection.com so we can locate your additional packages.
What about customs and duties?
Shine Collection is not responsible for any duties/taxes upon arrival to your location and any delays due to the shipping carrier or customs clearance.
Customs, duty, and taxes are non-refundable. If you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage, customs, duties, taxes, and any return shipping charges will not be refunded.
Typically our customers do not have to pay for customs/duties for orders under $200 USD.
Can I update the shipping address after I have placed an order?
If you have provided the incorrect shipping address or need to have it updated, please notify us as soon as possible via info@shine-collection.com.
If the order has already been shipped to the destination indicated in the original order, unfortunately you will need to place another order with the correct address. Shine-Collection will not be responsible for any costs of the original or new order.
Refunds & Replacements
My product arrived damaged, defective or with missing parts. What do I do?
If a product arrives damaged or defective or you are missing any parts, Shine-Collection will provide you with a replacement product or with the missing parts, at no additional cost to you. All requests must be made within 7 days of receiving the product.
Send us an email at info@shine-collection.com with the following information:
1) Description of the issue (i.e. damaged, defective, or missing part)
2) Proof of purchase (full name and order number on your email confirmation)
3) Photo showing the product defect / damage (if applicable). If missing parts, please show a photo of what you've received.
We will notify you once we’ve received and assessed your case, and let you know if the replacement or missing product is processed.
What is your return policy?
Shopping for your beauty routine should be fun, so don’t be afraid to mix things up! If an item isn’t the perfect match, return it for a refund within 14 days of delivery in the original condition and packaging.
If your item is eligible for a refund, we will deduct a 5% administrative and re-stocking fee to cover transaction processing costs that are not refunded to us by Shopify to process a refund and logistics costs to inspect and restock the returned products.
Shine Collection does not cover the cost for return shipping. As soon as we receive the return from you to our warehouse, we will begin to process the return which will take 5-7 business days.
How do I initiate the refund process?
Please contact us within 14 days of receiving your product to request a refund.
Step #1: Send us an email at info@shine-collection.com with the following information:
1. Reason for your refund request including a description of which product(s) you are returning
2. Proof of purchase (full name and order number on your email confirmation)
3. Photo showing the product defect / damage (if applicable)
4. Photo showing the original package, original shipping label, and all contents within the package
Shine-Collection will review the return request and will provide the address that you can ship your product(s) back to. Shine-Collection does not cover the cost for return shipping. Shine-Collection will deduct a 5% from your refund as a cancellation fee to cover transaction processing costs that are not refunded to us by Shopify when processing your refund.
Step #2: Send your package to our premises
1. Package the items you would like to return carefully and in its original packaging, as any damages to the products/packaging will void eligibility of the refund
2. Purchase a return shipping label. Shine-Collection does not cover the cost for return shipping o provide the shipping label.
It is the responsibility of the customer to ensure the returned products arrive at the address provided upon receiving your refund request email (Located in Toronto, Ontario, Canada). Tracking information is highly encouraged as any lost packages will not be eligible for a refund.
Step #3: Allow 5-7 business days for the refund to be processed
Upon receiving your package, Shine-Collection will inspect the returned products for any damages and ensure it is in its original packaging. This process may take up to 5-7 business days before we process your refund, if eligible. You will receive an email to confirm if your refund has been processed.
Can I cancel my order?
Shine Collection is commited to processing and shipping your orders as soon as possible, and therefore we are unable to cancel your order once it has been placed.
Our systems will automatically initiate the picking and packing of your order to ensure you receive your packages as soon as possible.
Warranty
Do you offer warranty on your products?
We offer two warranty plans, available for all products.
1. One-year warranty ($4.95 USD)
2. No expiration warranty ($9.95 USD)
You may add this as an option at checkout.
What is your warranty policy?
Depending on which paid plan you choose, warranty is available for the applicable period beginning the day of your purchase until the end of the effective period.
Warranty is valid for use on one product only and can only be redeemed once.
The product will be assessed for eligibility based on photos/videos sent to our product experts. Depending on the issue with the product, you may need to send it to the warehouse (USA) for repair or Shine-Collection may send you a brand new product, free of charge. Please note that the customer will incur all postage and shipping costs for the warranty claim, including any costs to send the product to the warehouse or costs to send the product to the customer.
How do I claim warranty?
We're sorry that something went wrong with your product. Please contact us and we will assist you with any questions or concerns.
Send us an email at info@shine-collection.com with the following information:
1) Reason for warranty claim (must meet the eligibility criteria above)
2) Proof of purchase (full name and order number on your email confirmation)
3) Photo showing the product defect / damage (if applicable)
We will notify you once we’ve received and assessed your request, and let you know the next steps.
The product will be assessed for eligibility based on photos/videos sent to our product experts. Depending on the issue with the product, you may need to send it to the warehouse (USA) for repair or Shine Collection may send you a brand new product, free of charge. Please note that the customer will incur all postage and shipping costs for the warranty claim, including any costs to send the product to the warehouse or costs to send the product to the customer.
Dıscounts & Other
I have a discount code. How do I use it?
At checkout, you may input your discount code in the order summary page.
On your desktop, this appears on the right hand side of the order summary page.
On mobile, please select the drop down arrow where "Show order summary" appears with the total amount ($) of your order.
If you are still unable to use your discount code, shoot us a message in the live chat!
I have more questions for you!
You can contact us through our contact page! We're happy to assist you with any questions you may have.
Partnershıps / Collabs / Wholesale
Do you work with content creators or influencers?
Yes! We work with a variety of content creators and influencers. If you're interested in collaborating with us, please send us your portfolio at info@shine-collection.com
Do you offer any wholesale / bulk order partnerships or arrangements?
We'd love to partner with you and your organization! Please contact our partnerships team at info@shine-collection.com for further details.