Frequently Asked Questions

CONTACT US

For assistance with your order or any questions, please reach out to our customer support team directly through our website at shapehersilhouette.com.

PAYMENT METHODS

We accept a variety of payment methods for your convenience, including Visa, Mastercard, American Express, Discover, Apple Pay, ShopPay, PayPal, Affirm, and store gift cards. Security codes for cards can typically be found on the front or back.

A temporary authorization may appear on your statement when you place an order. The full charge is typically completed once your order ships. For certain payment methods, the charge is captured at the time of purchase.

INTERNATIONAL PAYMENTS AND DELIVERY

We are pleased to offer international shipping to numerous countries. For the most current list of destinations and supported currencies, please select your region at the top of our website. If you encounter any issues during checkout, our customer service team is ready to help.

Once an item arrives at our return center, we aim to process any applicable refund to the original payment method within a standard timeframe.

SHIPPING

Standard shipping is complimentary on all orders. We also offer expedited shipping options for a fee. Please visit shapehersilhouette.com for detailed rates and service levels.

Domestic orders are processed on business days. We make every effort to process orders quickly, usually within a standard timeframe for orders placed by a certain time. Please note that we are unable to ship to P.O. Box addresses or freight forwarding services.

Signature confirmation is not required for delivery at this time.

RETURN POLICY

Most items can be returned within a specified period from the delivery date for a refund, subject to our policy terms. A restocking fee may apply per order. Special extended return periods may apply for purchases made during key holiday seasons.

All returned items must be unworn, unwashed, unaltered, and have all original tags attached. Final Sale items, as well as items marked at a discount of 60% or higher, cannot be returned, exchanged, or credited. We reserve the right to deny returns that do not meet these requirements.

You can initiate a return online through our return portal on shapehersilhouette.com. Once we receive your request, you will get instructions and a return label. You also have the option to return eligible online purchases at our retail stores, though some payment methods require online initiation.

If you need to exchange an item, the easiest method is to place a new order online and return the original item separately.

Refunds are issued to the original payment method after we receive and process the return at our warehouse. The time it takes for the refund to post to your account can vary. For orders placed through Affirm, please refer to your Affirm account for specific refund details.

ORDER INFORMATION

You can easily check the status of your order by logging into your account on our website. Your order history will show current and past purchases, with details and tracking information. You can also look up an order as a guest by providing your order number, email, and billing zip code.

To provide extra peace of mind, we offer optional package protection at checkout through our partner, Route. This service can help if your order is lost, stolen, or damaged in transit. You can also use the Route app to track your packages and manage claims. For more details, please see Route’s customer FAQs.

SHOPPING ONLINE

Sales tax is collected for orders shipped to certain states. The tax calculation is based on the shipping address provided for your order. For states where we do not collect tax, purchasers may be responsible for reporting and paying applicable use tax.

Our full assortment may not be available online. If you are looking for a specific style, please contact our customer service team for assistance.

Once an order is submitted, we begin processing immediately and are unable to modify or cancel it. This allows us to get your items to you as quickly as possible.

To use a promotional code, please enter it in the designated field on your shopping bag or checkout page. The discount will be applied to your order total. We offer price adjustments on in-stock items within a short period after purchase, subject to our policy terms. Promotional or flash sale pricing cannot be applied to prior purchases, and all price-adjusted items are considered final sale.

ACCOUNT INFORMATION

Creating an account on our site allows for faster checkout, lets you save a wishlist, and provides easy access to your order history and tracking.

You are always welcome to checkout as a guest. If you have an account and forget your password, you can request a new one on the sign-in page. Please note that email addresses associated with an account cannot be changed; a new account would need to be created.

Your account wishlist is a great tool to save items you love and share them with friends and family via email.

REPAIRS

We are committed to quality and will repair merchandise damaged due to a verified manufacturing issue within a limited time from the purchase date. Repairs cannot be performed for damage resulting from normal wear and tear. For items you believe have a defect, please return them to the original place of purchase. Our full repair policy can be found on shapehersilhouette.com.

GIFTS

We currently do not offer gift wrapping or enclosed gift messages.

You can feel confident sending a gift directly, as the packing slip does not include pricing. Please use your own email address for order confirmations. We offer physical and electronic gift cards, which can be purchased online. You can check your gift card balance on our website.

COMMUNICATION

To subscribe for updates and news, please enter your email address in the sign-up section on our website.

To unsubscribe from our marketing emails, please contact our customer service team, and we will process your request. You can also subscribe to receive promotional text messages. You can cancel these messages at any time by replying STOP. Standard message and data rates may apply.

You are welcome to text our customer service number for support; by doing so, you are opting into text communication.

Welcome offers are sent via email or text to new subscribers. Please check your spam or junk folder if you do not see the email. This offer is for new subscribers only, and we reserve the right to manage its use. Exclusions apply to the welcome offer; it is not valid on gift cards, select collaborations, or at outlet locations. It cannot be combined with other promotions or applied to prior purchases.

SUSTAINABILITY

We are dedicated to responsible practices. You can learn more about our ongoing sustainability efforts by visiting the relevant section on shapehersilhouette.com.