FAQ - Frequently Asked Questions

FAQ - Frequently Asked Questions 

ORDERS

You will receive an order confirmation via email.

Please contact us immediately via email or phone to cancel an order. If you contact us within minutes of placing your order, we can cancel and replace the order. However, once an order begins processing, no changes can be made. In this case, we ask that you please wait until the order arrives and follow the standard return policy process. Sales items may not be returned or exchanged.

Most orders are shipped within 1-3 business day after they are placed.

Please note that during holidays, standard orders may take up to 5 days to process and ship. 

We use UPS ground shipping for all orders in the continental U.S. Orders arrive within 4-7 business days unless the Express shipping option is chosen at checkout.

If you have an account with us, please Sign In and go to "My Orders". Click "View Order" under Order Detail & Tracking. Next to the item(s), you will see the UPS tracking number. Click on it to see the status of your shipment. You'll also receive a confirmation email to the contact info provided with the tracking number.

If we are unable to ship your order you will be notified via email. SHUSHOP reserves the right to cancel your order at its sole discretion whether you have received a confirmation or charged your payment method if the goods are unavailable. If we've collected payment for the order, a full refund will be issued to the same payment method.

Please note: While it is our practice to confirm orders by email, the receipt of an email order confirmation does not comprise our acceptance of an order or confirmation of an offer to sell a product.

You can click the search bar in the corner of every webpage and type what model or style you would like to find. You can use the search by a style name or category (Example: type “RINA” or "BOOTS") and all the styles in that category will display. Then you can use the "Filter by" categories to find the styles that have the color, size, and price you are looking for.

Shipping

We ship to the U.S. (all 50 states), Canada, Mexico, and worldwide.

Continental U.S.: Delivered via UPS in 5–7 business days (2–3 days for Florida; 24 hours in Greater Miami).

International: Delivery times vary by location.

During holidays, processing may take up to 5 days.

We do not ship to P.O. Boxes, Alaska, Hawaii, U.S. territories, or military bases. A street address is required for delivery.

Free Shipping is valid on orders +$130 or more and for shipping addresses in the United States excluding Alaska, Hawaii, U.S Virgin Islands, Puerto Rico, Guam, military, and air force bases.

Orders below $130 will be charged $9.95 for Standard shipping.

Due to the nationwide shipping volume, you may experience a delay. We always keep a close eye on all orders and will inform you if we foresee a change. We appreciate your patience.

Shipping costs

United States:

  • Free Shipping: Orders above $130
  • Standard: $9.95
  • Express: $25


Puerto Rico: $15
Worldwide: Calculated at checkout

All orders in the continental USA ship via UPS Ground.

United States:

  • Free Shipping: Orders above $130 (Standard)
  • Standard: $9.95 (Arrives within 5-10 business days)
  • Express: $25 (Arrives within 1-2 business days)

No, we cannot ship to P.O. Boxes. We ship everything via UPS & need a street address.

We offer shipping to Puerto Rico, Canada, and Mexico. Worldwide shipping is also available, but rates and carriers will be calculated at checkout.

International Shipping
Puerto Rico: $15
Canada & Mexico: Calculated at checkout.

At this time, we can only have one shipping address per order. Yet, you may place multiple orders.

Payment

We accept Visa, MasterCard, American Express, PayPal, Apple Pay and Shopify Pay. You are billed once the order is confirmed. If items are not available to ship, a refund will be applied.

Returns

Return Eligibility

  • Products can be returned for exchange, store credit, or refund within 15 days of delivery.
  • Merchandise must be unworn.
  • Final Sale items (marked with "SALE" or part of End-of-Season Sales) cannot be returned or exchanged.
  • Holiday Returns Extension: Orders placed between Nov 15, 2024, and Dec 31, 2024, are returnable until Jan 19, 2025, 12:00 AM EST.

Free Return Shipping Option

Starting Jan 22, 2025, you can unlock Unlimited Free Return Shipping for eligible items by paying a $1.98 fee during purchase.

  • If you pay the fee, return shipping is free for eligible items.
  • If you don’t, standard return shipping/handling fees will apply and be deducted from your refund.
  • This service does not override final sale or other store policies.

Special Notes

  • For BOGO promotions, both items must be returned for a full refund. If only one is returned, it qualifies for exchange or store credit only.
  • Use only the prepaid label provided by us to avoid delays. Unauthorized returns will not be processed.
  • Gift cards are non-refundable.
  • SHUSHOP items purchased from other retailers must follow the retailer’s return policy.
  • Shipping charges are non-refundable.

For international returns, return shipping labels are not provided. Use a carrier of your choice to send items to our warehouse.

Refunds

  • Refunds are issued to the original payment method within 1-3 business days of receiving the merchandise at our warehouse.
  • It may take up to 10 business days to reflect in your account, depending on your financial institution.
  • Shipping charges are non-refundable.

Please Note:

  • Shipping charges are non-refundable, and there is a fee for the return label if you choose not to pay the "free return fee," which will be deducted from your total refund amount.
  • End of Season and Sales Items may not be returned or exchanged. All purchases are final on Sale items.
  • Gift Cards cannot be returned or refunded.

 

You may obtain a return authorization by visiting our Returns Center. You will then be able to print a prepaid return shipping label after selecting available options for your order.

You’ll receive an email once your return is submitted with a Summary and Instructions for it. Drop off your package at any UPS location within 3 days.

We gladly accept returns of unworn merchandise within 15day s of delivery. This excludes clearance items that may not be returned or exchanged.

If your item arrives damaged or defective, start a return or exchange in the Return Center by selecting "Damaged Item" as the reason. You’ll be prompted to upload a clear photo of the damage for review. Once approved, we’ll issue a prepaid return label.

Please also notify us immediately via email or phone. Once the item is sent back and inspected, a full refund will be issued. Note that this policy does not apply to items that have been worn.

The usual turnaround time is 1 - 2 weeks from the day you give the package to UPS until the merchandise is checked in at the warehouse and the refund is issued. Do not ship items back through any other means other than the prepaid return label that we provide as the package may be returned to you

If your item does not fit, please start by visiting our RETURNS CENTER. You will be able to choose your exchange options online.


An instant exchange allows us to place a new order for your replacement item immediately, ensuring it stays in stock and gets to you faster.

  • A temporary $1.00 hold will be placed on your credit card (similar to a hotel booking).
  • If the original item isn’t mailed back within 14 days, you’ll be charged for the replacement item.

A regular exchange will issue a replacement order once your original item is received and processed, provided the new item is still in stock.

Good to Know About Exchanges:

  • You’re allowed two free exchanges per order (excluding sale items).
  • After two exchanges, only returns are permitted.
  • Refunds are issued to the original payment method.
  • Returns must be shipped within seven days of the return label being issued to avoid delays.

PRE- ORDERS

You will need to provide your email, shipping address and card details that will be charged for your pre-order just like a normal online checkout process. All communications will be sent to your email address, including your unique pre-order reference number, any updates to shipping dates, and details to access our self-serve portal to check or amend your pre-order anytime before it ships https://shushop.com/pages/manage-pre-orders

Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.

Purple Dot keeps your money safe and available for a full refund anytime before you pre-order ships. This guarantees that your pre-order will ship or your money back: keeping you in full control if you change your mind. 

Yes! Purple Dot will trigger an automatic email in the event of a shipping date change. You can also check up on the estimated shipping date via the self-serve portal at anytime https://shushop.com/pages/manage-pre-orders

Yes! Login to your pre-order self-serve portal here https://shushop.com/pages/manage-pre-orders to update your shipping details. You will then receive an updated pre-order confirmation email.

Yes! Please email contact@shushop.com with your updated email address, and a customer service team member will get this updated for you. You will then receive an updated pre-order confirmation email.

You can cancel at any time here before your pre-order ships https://shushop.com/pages/manage-pre-orders

You will receive an email confirming the refund and will see the money back in your account in 3-5 business days, depending on your bank. 

Payment information is processed securely by Stripe. No card details are transferred to or held by SHUSHOP or Purple Dot. All transactions take place via connections secured with the latest industry-standard security protocols. 

Refunds are issued to the debit or credit card used at checkout and will be processed within 3-5 business days, depending on your bank.