Returns & Refunds Policy

1. At a glance

2. Return window

Return requests must be made within 48 hours of delivery at the latest, from the order page using “Request a return”. After that the button disappears and new return requests cannot be accepted, although you can still make a warranty claim if the item has a warranty.

There is one return request per item in an order, so make sure you select every item you want to return and attach the right photos.

3. Conditions for a return

• The item is unused and complete, with all accessories and free gifts.
• It is in its original packaging with tags and labels intact.
• You attach 1–4 clear photos of the item as received, its packaging and labels.
• The item is not in one of the non-returnable categories below.

4. Non-returnable items

• Items imported from Amazon and SHEIN — final sale, as there is no return policy for these items in Syria.
• Perishable food and sweets, unless they arrive damaged or wrong.
• Personal-care and hygiene items and cosmetics once opened.
• Underwear and swimwear.
• Custom-made or personalised items (with your name or design).
• Gift cards.
• Digital items.

Product pages show either “Final sale — imported item, not returnable” or “Returns within 48 hours of delivery”, so you know before you buy.

5. Imported items (Amazon and SHEIN)

These items are ordered and imported specially for you, so they are final sale and cannot be returned for a change of mind, size or colour. We can only help if the item arrives damaged or is not what you ordered, reported within 48 hours of delivery with clear photos. We will then offer a replacement where possible, or a refund.

6. Damaged, wrong or not as described

If you receive an item that is damaged, different from what you ordered or not as described, we pay for the return delivery and give you a full refund or send a replacement, as you prefer and subject to stock. Choose the right reason in the return form and attach photos that clearly show the problem.

Where possible, check the parcel in front of the courier and photograph any visible damage to the packaging before opening it.

7. Change of mind

If you change your mind, or the size or colour does not suit you, you can return within the same window as long as the item is returnable and in its original condition. In this case you pay the return delivery fee, either deducted from your refund or paid to the courier at pickup. The fee is shown before you confirm the request.

8. How to request a return

1. Open My orders and choose the order. (If you ordered as a guest, use the tracking page.)
2. Tap “Request a return” and choose the items and quantities.
3. Choose a reason — damaged, wrong item, not as described, size or fit, changed my mind, or other — and add details.
4. Attach 1–4 photos of the item as received, its packaging and labels (up to 8 MB each).
5. Submit. We review the request and contact you to arrange pickup.

You can follow the status of your return request on the order page at any time, and you will be notified at every update.

9. Pickup and inspection

We arrange for a courier to collect the item from your address. Please have it ready in its original packaging with all accessories. After pickup we inspect the item within 1–3 working days.

10. Inspection outcome

• Approved: we refund you or send the replacement.
• Partially approved: if the item is incomplete or shows signs of use, we may refund part of the amount and explain why.
• Rejected: if the item does not meet the conditions we explain why, and the item is sent back to you at your cost.

11. Refunds

We refund within 3–7 working days of approval, to your original payment method:

• The original delivery fee is refunded only when we were at fault (damaged, wrong or not as described).
• Jasmine Rewards points earned on returned items are removed.
• If you used a coupon, the refund is based on what you actually paid after the discount. If the remaining order falls below the coupon’s minimum, the discount may be adjusted accordingly.

12. Exchanges

You can ask to exchange for another size or colour, subject to stock. We handle it either as a direct exchange when the replacement is available, or as a return of the original item plus a new order, refunding or collecting any price difference. If the replacement is not available, we refund you.

13. Warranty

Manufacturer or seller warranty terms, where they exist, are shown on the product page. After the 48-hour window, you can make a warranty claim for manufacturing defects through the Help centre or live chat, and we will follow it up with the seller or agent.

14. Need help?

Our team is here to help with any return:

• Email: [email protected]
• WhatsApp: +963 998 479 353
• Phone: 011 74226 (SHAAM)
• Live chat: Help & chat
• Contact form: Contact page
• Address: Al-Marjeh Square, Damascus, Syria
• Official website: shaamstore.sy