Last updated  July 15, 2020 

Return an item for a refund

If your item arrives damaged, doesn’t match the listing description, or is the wrong item, you can return it for a refund. If you’ve changed your mind and want to return it, you can ask the seller if they’ll accept a return.

Returns within 7 days form the delivery date is accepted. All returned items must be in new and unused condition, with all original tags and labels attached.

If the item you received arrived damaged, doesn’t match the listing description, or if it’s the wrong item, you’re covered under the Shopshok Money Back Guarantee. You can return it even if the seller’s returns policy says they don’t accept returns.

If you no longer want an item, you’ll be able to see in the listing if the seller offers returns, how long you have to request a return, and any other conditions. 

Once you start a return, the seller has 3 business days to resolve your issue. If your problem isn’t solved at the end of those 3 days, you can ask us to step in and help.


To return an item, please email customer service at [email protected]

When your return request is accepted, you’ll receive a return shipping label from either the seller or Shopshok, or you’ll be asked to purchase one directly from a carrier. Who covers the shipping costs depends on why you’re returning it. Find more information about return shipping.

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

You’ll also receive a date by which you should ship the item back. You can find this date in the details of your return request which will be sent to your email with the subject “Send the item back”. If you don’t ship the return by that date, we may close the request and you will not receive a refund.

When you send your item back make sure a tracking number is added to your return request to avoid delays or issues in the refund process.(We strongly recommend that you use a trackable method to mail your return.)

Keep in mind that the condition of the item you send back to the seller is important, so repack it carefully. If you return the item used, damaged, missing parts, or damaged during return shipping because it wasn’t packaged correctly, sellers may deduct from your refund to cover the loss in the item’s value. 

Get your refund

Once the seller receives the item back from you, or once they’ve agreed to refund you and let you keep the item, they have 2 business days to issue your refund. When they do, you’ll receive an email letting you know.

It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

Misuse of returns or the Shopshok Money Back Guarantee

Engaging in activity as described in the Abusive Buyer Policy may result in a range of actions, including issuing warnings to buyers, blocking buyers from requesting returns or refunds on shopshok, blocking buyers from opening claims, the loss of shopshok Money Back Guarantee coverage, and account suspension.

Activity that is not allowed includes, but is not limited to:

  • Opening duplicate requests using other buyer protection programs
  • Colluding with a seller to wrongly declare an item’s value for customs
  • Filing a chargeback after receiving a refund
  • Claiming an item was not received when there is proof of delivery to the buyer’s address on the Order Details
  • Falsely claiming an item was not as described
  • Returning an item other than the original item received
  • Using or damaging an item and then returning it

Return shipping for buyers

There are several ways you can send an item back to the seller. Who pays the cost of return shipping depends on the seller’s return policy and the reason for the return.

When the seller accepts your return request, you’ll either receive a return shipping label from shopshok or the seller, or you’ll be asked to purchase a label directly from a carrier.

We’ll send an email with the subject “Send the item back” with all the details of your return request. You’ll need to ship the item back before the date stated in this email. If you don’t ship the item back by that date, we may close your request and you will not receive a refund.

Who pays for return shipping?

The seller pays for return shipping if they offer a free returns policy or if the item was damaged, faulty, or doesn’t match the listing description.

You pay for return shipping if you’re returning the item because you changed your mind, and the seller’s return policy states that buyers are responsible for return shipping.


If you have any questions concerning our return policy, please contact us at:

Phone:+1 (281) 909-7477


Email: [email protected]