Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Delivery times are typically 1 to 3 weeks, depending on the destination. Please note that these are estimates and actual delivery times may vary due to factors such as customs clearance or weather conditions.
Please find the My Account button in the upper right corner of our website and click on it to register or register through the link: https://shywool.com/my-account/.
Once we receive your order confirmation, we will process all orders within 3-7 business days (excluding weekends and holidays). You will receive an additional email notification once your order has been shipped. If you need to change the address, please contact us at [email protected] to modify it.
Once your order has shipped, you will receive a shipping confirmation email with your tracking number to help you follow the progress of your shipment.
If you choose a direct payment gateway to complete your purchase, WooCommerce stores your credit card data. It is encrypted via the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is only stored for as long as necessary to complete your purchase transaction. Once completed, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, a joint effort of brands like Visa, MasterCard, American Express, and Discover. PCI-DSS requirements help ensure that our store and its service providers handle credit card information securely.
We try to include taxes and duties whenever possible. However, for certain destinations or shipping methods, duties and taxes may still be incurred. These charges are the responsibility of the recipient. Shywool is not responsible for any additional costs incurred during or after shipping.
Yes, we can ship to most countries.
Yes, as long as you place the orders at the same time, Shywool will send all the items in your order in one package.
If you need to swap an item
Returns and Exchanges
Return Eligibility
- Time Frame: Returns must be initiated within 14 days of the received date.
- Condition: Items must be in their original condition, unused, and in the original packaging.
- Proof of Purchase: A receipt or proof of purchase is required for all returns.
Full policy: https://shywool.com/refund_returns/
If you are sure you received the wrong item, please contact us or the shipping company directly. We will help you resolve the issue with the shipping company. In addition, if we sent the wrong item, we can re-express the correct item to you, or you can choose to refund.
Keep all packaging and damaged items. Contact us or the carrier to file a claim. We can assist you in contacting the carrier or provide you with their contact information so you can file a claim on your own. If the product is confirmed to be damaged or missing, you will have the option of a full refund or replacement.
If you need to return the product, please contact us and we will send you the address, contact information and other information.
You can contact us for customer support via email: [email protected] or WhatsApp: +86 18520262115 or the instant chat tool on the website.
If you enter the wrong address, please contact us immediately via email [email protected] to modify it.
After submitting an order, you can cancel the relevant order in the order background or contact us directly.
You can pre-order products that have been sold out. You can contact us by email and we will notify you as soon as the product is back in stock.