Effective Date: February 22, 2025
1. General Policy
At ShiaMerch.shop and The313Mall.com, each product is custom-made upon order to provide unique merchandise for our customers. Due to this personalized production process, we do not accept returns or exchanges for items unless they are defective or damaged.
2. Damaged or Defective Items
If you receive a product that is misprinted, damaged, or defective, please notify us within 14 days of receiving your order. To initiate a claim:
- Contact Us: Email us at hello@shiamerch.shop with your order number and a detailed description of the issue.
- Provide Evidence: Attach clear photos of the defective or damaged item to your email.
Upon verification, we will offer a replacement or a full refund, including shipping costs.
3. Lost Packages
If your order does not arrive within the estimated delivery timeframe:
- Report the Issue: Contact us at hello@shiamerch.shop within 14 days from the expected delivery date.
- Investigation: We will investigate the issue and, if the package is confirmed lost, we will arrange for a replacement or a full refund.
4. Buyer’s Remorse and Size Exchanges
We do not offer refunds or exchanges for:
- Buyer’s Remorse: Changes of mind after purchase.
- Size Issues: Incorrect size selection by the customer.
To assist with sizing, please refer to the size guides available on each product page before making a purchase.
5. Return Shipping Costs
- Defective or Damaged Products: If the return is due to a defect or damage, we will cover the return shipping costs.
- Non-Defective Products: Customers are responsible for the return shipping costs if the product is not defective.
6. Unclaimed Returns
Unclaimed returns will be donated to charity after 14 days. Please ensure that the shipping address provided is accurate to avoid misdelivery.
7. How to Initiate a Return or Refund
To start a return or refund process:
- Email Us: Contact hello@shiamerch.shop with your order details and the reason for the return.
- Follow Instructions: We will provide you with specific instructions on how to proceed based on your case.
8. Contact Information
For any questions or concerns regarding our refund and return policy, please reach out to us at:
- Email: hello@shiamerch.shop
- Phone: +351 920 334 338
- Address: Rua Miguel Francisco Rodrigues 1, 2565-806 Turcifal, Torres Vedras, Lisbon, Portugal