FAQ

How quickly can you respond to my question?

We strive to respond to all inquiries as quickly as possible. Messages and emails are answered in the order they are received. You can expect a response within 12–24 hours, Monday to Friday (excluding public holidays).

How long will it take to receive my order?

Total delivery time = processing time + shipping time.

Processing time: 1-3 business days. During this time, our team will verify the order details, ensure product availability, and prepare the items for shipment.

Shipping time varies by destination:

Norway: 7–12 business days
United States: 10–14 business days
Canada: 10–13 business days
Europe & Australia (UK, Germany, France, Netherlands, Sweden, Denmark, Finland, Australia): 10–20 business days

For detailed delivery estimates, please see our Shipping Policy.

Please note:

These timeframes are estimates and can be influenced by customs clearance, postal service efficiency, and unforeseen circumstances
During periods of high order volume, minor delays may occur
Orders are not shipped or delivered on weekends or public holidays

How will I track my order?

Once your order has been shipped, you will receive an email with a tracking number. You can use this number to track your shipment via our tracking page or the carrier's website. Please allow 24-48 hours for tracking information to update. International tracking may show limited updates while in transit between countries.

Can I change my shipping address after placing an order?

If you need to change your shipping address, please contact us at contact@shoplyfine.com as soon as possible. We can update your address if your order has not yet been shipped. Once an order is in transit, we cannot modify the shipping address.

Are customs duties and taxes included in the price?

No, customs duties and taxes are not included in your order total. Our prices are DDU (Delivered Duty Unpaid), which means you are responsible for any customs duties, import taxes, VAT, or fees imposed by your country. These charges are separate from your order and are paid to your local customs authority.

Estimated duty thresholds:

Norway: VAT may apply depending on applicable regulations. Shoplyfine is not currently MVA-registered.
United States: Orders over $800 USD may be subject to duties and taxes
Canada: Orders over $20 CAD may be subject to duties, GST/HST, and PST
United Kingdom: VAT and import duties may apply on orders over £135
European Union: VAT applies on all orders; import duties may apply depending on product value and type
Australia: GST may apply on orders over AUD 1,000

Are customs duties refundable if I return my order?

No. Customs duties, import taxes, and any fees imposed by your country are non-refundable, even if you return the product for a refund. These charges are paid to your local customs authority, not to Shoplyfine.

Can I return an item if I change my mind? (Norwegian customers)

Yes. Under Norwegian law (Angrerettloven), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. Contact us at contact@shoplyfine.com within 14 days of receiving your order to initiate the process. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

I received a damaged or defective item. What should I do?

We sincerely apologize if you received a damaged or defective product. Please contact us immediately at contact@shoplyfine.com within 14 days of receiving your order with the following information:

Your order number
Clear photos or video showing the damage or defect
A brief description of the issue

Once we verify the issue, we will offer you one of the following solutions:

Full refund to your original payment method
Free replacement shipment
Partial refund (if the item is still usable)

Important: You do NOT need to return damaged or defective items. We will process your claim based on the photo/video evidence provided.

I received the wrong item. What should I do?

If you received an incorrect item, please contact us at contact@shoplyfine.com within 7 days of delivery with your order number and photos of the item you received. We will send you the correct item at no additional cost or issue a full refund. You do not need to return the wrong item.

The expected delivery time has passed. Where is my order?

In most cases, orders are delivered on time. However, if your order is delayed, we recommend waiting an additional 3-5 days after the original delivery estimate, as international shipments can be affected by customs processing. If you still have not received it, please email us at contact@shoplyfine.com with your order number and tracking information for assistance.

What are the return requirements?

Return Requirements:

Items must be unused, unworn, and in original condition
All tags, labels, and original packaging must be intact
You must contact us at contact@shoplyfine.com before initiating a return for authorization
Items must be shipped with a trackable shipping method

We do NOT accept returns for:

Items marked as final sale or clearance
Used, worn, washed, or altered items
Items without original tags or packaging
Items damaged by the customer
Hygiene products or personal care items (if opened or used)

Which products cannot be returned?

For health, safety, and hygiene reasons, the following items are non-returnable and non-refundable (except in cases of damage, defect, or wrong item):

Personal Care & Hygiene Items:

Beauty tools that have been opened or used
Skincare devices or applicators
Hair care tools (if opened or used)
Any personal care items that come into contact with skin

Jewellery:

All jewellery items cannot be returned for hygiene and safety reasons

Final Sale Items:

Products marked as "Final Sale" or "Clearance"
Discounted items marked as non-returnable at checkout

Damaged by Customer:

Items that show signs of use, wear, washing, or alteration
Products with removed tags or damaged packaging
Items damaged due to misuse or improper care

Custom or Personalized Items:

Any products that were customized or personalized for you

Important Notes:

If you receive a damaged, defective, or incorrect item from any category above, you are still entitled to a full refund or replacement
All items must be unused and in original packaging with tags attached to be eligible for return
We reserve the right to refuse returns that do not meet our return requirements

Where do products ship from?

Our products are fulfilled by international logistics partners and ship primarily from warehouses in China. Some items may ship from regional fulfillment centers depending on availability. All shipments include proper customs documentation with HS codes and country of origin declarations.

Where do I return items to?

Return address will be provided based on product origin when you receive your return authorization. Items typically return to our fulfillment center in China or a regional warehouse if available. The specific address and instructions will be included in your return authorization email.

How do I start a return?

Step 1: Contact us at contact@shoplyfine.com with your order number, reason for return, and photos (if applicable)

Step 2: Wait for our return authorization email with:

Return option based on your order value
Return address and instructions (if physical return required)
RMA (Return Merchandise Authorization) number

Step 3: If physical return is required, ship the item(s) back using a trackable method and send us the tracking number

Step 4: Once we receive and inspect the item(s), we will process your refund

Important: Returns without prior authorization or valid tracking information cannot be accepted.

When will I receive my refund?

After we receive and inspect your returned item(s), your refund will be processed within 5-10 business days to your original payment method.

Please note:

International returns may take 15-30 days to reach our warehouse
It may take an additional 5-10 business days for the refund to appear in your account, depending on your bank or payment provider

Refund deductions: