Return policy

Last updated: November 2, 2025

At SureShape, your comfort and confidence come first. We know online shopping can feel tricky, especially with something as personal as bras and shapewear. That’s why we’ve made our return and refund policy as clear, supportive, and stress-free as possible.

Please review the terms below before initiating a return. By placing an order, you agree to these conditions.

1. Returns and Exchanges

Not happy with your order? That’s a shame! We’d love to hear how we can make things right for you. You have the right to return your order within 14 days of receiving it, but at SureShape we offer a 30-day satisfaction guarantee to give you a little extra time.
Once we receive your return, we’ll make sure your refund is processed within 14 business days. Please note that return shipping costs are the responsibility of the customer.

1.1 Pre-fulfillment refunds:

If you cancel your order before it is fulfilled, we can issue a refund of 80% of the purchase price. The remaining 20% covers non-refundable transaction and processing fees charged by our payment providers.

1.2 Post-fullfilment orders

If your order has been fulfilled and has a tracking number, you can return it for a refund, store credit. Returns must be requested within 30 days of receiving your order. Items must be in new, unworn, unwashed condition, with original packaging and tags attached.

2. How to Start a Return

To request a return, simply email us at info@sure-shape.com within 30 days of purchase. Please include:

1. Your order number

2. Proof of purchase

3. A short explanation of the reason for return

Our team will review your request within 4–7 business days and confirm eligibility. Once approved, we’ll guide you through the next steps and provide the correct return address.

Important: Please wait for our confirmation before sending your item back. We recommend using a trackable shipping method to ensure safe delivery. We also ask that you include a clear photo of the items inside your package before shipping — this helps us process your refund quickly and accurately.

Damage during transit: SureShape is not liable for items that are damaged or lost during return transit, so we kindly ask you to package your items securely and use a trackable shipping service

Once we receive your return, our team will carefully inspect it. If the item meets the required conditions, your refund will be approved and processed. You’ll receive an email confirmation within 3–7 business days once your refund has been issued.

3. Eligibility for Refund

Item(s) must be initiated for return and placed in the post within 30 days of the date your order is delivered/received.
Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
Item(s) must be returned in the original packaging, and in ‘as new’ condition. This includes attached tag, ribbons and specialty packaging.
You must provide a photo of your item/s prior to shipping so we can assess the condition

4. Return Shipping costs

** Please note: Shipping costs are final are non-refundable, and customers are responsible for return shipping costs, unless the item is defective or incorrect.

Please note: the return address we will provide is the address of our supplier. As the supplier is located outside of the US, return shipping costs may be higher.
For this reason, we will always try to offer you an alternative solution first, one that is in your favor whenever possible.

5. Refunds

Once we receive and inspect your return, we’ll process your refund or exchange.Refunds will be applied to your original payment method. Please allow 7–10 business days for processing. Depending on your bank or card provider, refunds may take 1–2 billing cycles to appear on your statement. You will receive an email confirmation once your refund has been processed.

6. Damaged or Incorrect Items

We take pride in the quality of our products. If you receive an item that is damaged or incorrect, please email us at info@sure-shape.com within 14 days of delivery. Include photos of the item and packaging, and we’ll make it right with a replacement or full refund.

7. Shipped but Claimed Not Arrived

If your order is marked as “Delivered” by the carrier but you haven’t received it, refunds and returns aren’t available immediately.

Here’s what to do:

If your package doesn’t arrive within 20 days of your shipping confirmation, please email us at info@sure-shape.com no later than 27 days after shipment.

Our team will work directly with the carrier to investigate and find the best possible solution for you, whether that’s locating the package, sending a replacement, or exploring other options.

8. Non-Returnable Items - Hygiene & Sanitary

We cannot accept returns for:

1. Worn, washed or altered or modified products

2. Items not in their original condition and packaging

9. Defective items

If your item arrives with an issue, we’ll make it right with a refund after our team reviews and confirms eligibility. Defects include:

1. Wrong color received

2. Cuts, holes, or visible tears

3. Broken straps, hooks, or stitching flaws

To speed up the process, we ask for clear photos of the defect and the original packaging.

10. Non-compliance with policy

SureShape reserves the right to decline return or refund requests that don’t meet the guidelines in this policy, including cases of suspected abuse or misuse.

By placing an order with SureShape, you agree to the terms outlined in this policy. From time to time, we may update these terms to better serve you. Any changes will always be posted here, and we encourage customers to review them periodically.

This policy applies only to purchases made directly on www.sure-shape.com.
SureShape reserves the right to make the final decision on returns and refunds in accordance with this policy.

For any questions or special situations, please don’t hesitate to reach out to our support team. 💌 info@sure-shape.com. We’re always here to help you feel supported — in every way.