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Return and Exchange Policy

What is your online return policy? 

For all online orders, any non-sale item is eligible for a monetary return or exchange within 21 days after receipt of the products. Please ensure that all items are returned in its original condition with all tags and protective liners still attached at the time of return.

For personal items, such as hosiery, underwear or adhesive products, the packaging must be unopened and intact. Items cannot have been worn, altered, opened, or washed as well.

Shipping charges on your original order are not refundable, and all refunds will be processed to original form of payment.

For orders within Hong Kong, we offer complimentary returns via SF express.

For orders within Asia & Australia/New Zealand, we are happy to provide an easy returns process. Email us and we'll send you a return label. A flat rate of $200.00 HKD will be deducted from your returns as a processing fee.

For orders outside of Asia, you are responsible for the shipping of your item back to our boutique. Please ensure that you use a trusted courier service, as we are not responsible for any packages lost in the duration of the return.

Can I return SALE items purchased online?

All SALE items purchased online can only be returned for online store credit, unless you bring the item to our boutique in person for an immediate exchange.

If you choose to mail your return back to you, upon receiving your returned item, we will send you the store credit in the form an email within 5 working days.

Please contact customercare@sheer.com.hk if you do not receive your store credit email. Store credit can only be used at Sheer website and cannot be used at our boutique nor exchanged for cash. All store credit is valid for 1 year from date of issue.

Sale items purchased in our boutique are not eligible for return or refund.

How do I initiate a return for my online order? 

To initiate a refund online, please follow these steps:

  1. Create your return online through our SHEER Returns Center

Once you enter your email and order number, a return request confirmation will be sent to you.

  1. Check your inbox

Once the return request is approved, you will receive an email stating your RMA#

Any items that do not meet our return policy will not be approved.

  1. Arrange your return delivery

Fill in your RMA# on the form enclosed with your order and mail the return items together to us.

For orders within Hong Kong, arrange a free pick-up via SF Express (hotline: +852 2730 0273) with the enclosed pre-paid waybill.

For orders within Asia & Australia/New Zealand, please email us and we will send you a return label. A flat rate of $200.00 HKD will be deducted from your returns as a processing fee.

For orders outside of Asia, you are responsible for the shipping of your item back to our boutique. Please ensure that you use a trusted courier service.

Our Returns Address:

Sheer, Shop 310, 3/F, The Landmark Atrium, 15 Queens Road Central, Central, Hong Kong

+852 2388 2876

How do I exchange an item for my online order?

If you would like to exchange your item for a different size or colour, please email us at customercare@sheer.com.hk for arrangements. If you wish to exchange for a different style, please initiate a return for your original item and put in a new order instead.

Can I come to your Landmark boutique for a refund / exchange of my online order? 

Once you confirm that your item is eligible for a refund or exchange, you can definitely bring it to our Landmark boutique and arrange for a refund or exchange. Our boutique staff will be happy to help you process the return. Any refund for an online order will be provided to you in the same method of payment. Please provide up to 10 working days for the refund to appear in your account.

What is your Landmark boutique return policy?

For all purchases made at our boutique, only exchanges or refund to store credit is permitted within 21 days for any non-sale item. All items returned must be in its original condition and unopened packaging, and cannot have been worn, altered, opened, or washed. Additionally, all tags and protective liners must still be attached. Sale items cannot be returned or exchanged. Please make sure all these criteria are met to be eligible for returns or exchange.

Holiday Promotion Returns Policy

Online Orders

Full-priced items can be refunded to your original payment method or store credit. Please note however, any partial cash refunds with the Holiday Promotion applied will void the promotion discount enjoyed. The refund amount will be the cost of your item minus the promotion discount amount.

SALE items can only be refunded for store credit online. You will be credited for the price of the sale item with the promotion percentage pro rata applied.

Exchanges are possible only for size changes. If you wish to exchange for a different product, you must generate a store credit or monetary value refund.

Sheer reserves the right to final decision regarding the promotion, and by making a purchase you are agreeing to the terms and conditions set above.

Boutique Purchases

SALE items cannot be exchanged nor refunded for store credit or monetary refund.

For full-priced items, only exchanges for the same product in a different size, or products of higher value than item returned can be processed. All exchanges must be done in person on the same day, as Sheer will not hold store credit for later use.

Sheer reserves the right to final decision regarding the promotion, and by making a purchase you are agreeing to the terms and conditions set above.

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