Frequently Asked Questions

Q: I've read your policy page where you said you normally wouldn't accept returns or exchanges. Is that true?

While it is true that "generally speaking, we do not offer return, refund or exchange on any sold items", per our store policy (, the main purpose of this policy is to encourage people to make mindful and responsible purchasing decisions. In practice, we actually accommodate plenty of return and exchange requests, if the customer reaches out in a respectful manner and within reasonable timeframes, as stated on the policy page.

So if you are hesitant to place an order because of our strict return/exchange policy, we hope this answer will clarify our perspective and ease your mind. If you tend to order things just to try them on, our strict return/exchange policy is unfortunately in place to discourage you from doing that.

Q: What does the return/exchange process look like?

If you need to return or exchange certain items in your order, please first reach out to us via email ( Depending on your request, we may send you an invoice for the extra fees. Once the payment is complete, we will send you a return label with detailed instructions. Once we receive and examine your return package, we will send you the new items, or issue the refund in store credits.

Q: What if I received the wrong item?

No one is perfect. We can make mistakes from time to time during the shipping process. If you open your package and find that an item is missing or incorrect, please shoot us an email (, and we will send you the correct item asap!

Q: How long is the shipping time?

This will greatly depend on your location. Our main warehouse is currently located in Ridgefield, NJ. Here is a list of shipping time estimates for reference:

East Coast (NY, NJ, SC, etc): 1 to 2 days
South (TX, FL, etc): 2 to 3 days
Midwest (WI, MN, IL, MI, etc): 2 to 3 days
West Coast (CA, WA, OR): 4 to 5 days

For more questions related to shipping, please check out our shipping policy:

We normally take 1 to 2 business days to process and ship out orders. However, there can be delays occasionally due to issues in our inventory system. If your order is not shipped for over a week, please let us know via email, and we will look into it asap!

Q: How do I know if my order has been shipped? Will I receive a tracking number?

You will receive a shipping confirmation email once your order is shipped, and the email will include a tracking number. It is important to track your package and try to be at home to receive the package when it is delivered.

Sometimes, our notification emails may get sent to your promotion tab, or even spam folder. To prevent this from happening, it is recommended to add both of our email addresses to your contact list: - customer service and general inquiry - shop notifications

Q: The tracking page is not showing any update other than "label created". Should I wait or contact you?

It is possible that we are still processing your order - however, if the tracking status is stuck at "label created" for a week, please let us know via email, and we'll look into the issue asap!

Q: Do you provide customer service via Instagram DM?

No. The only effective way to reach out to us regarding customer service questions is via email (

We usually respond to emails within 1 - 2 business days. If you don't hear back from us after 3 business days, please send us a friendly reminder just in case we have accidentally missed your message :)

Q: How should I determine my size in your store?

Sizings can vary greatly from brand to brand, and from product to product. In order to determine which size of a product will fit you best, you have to carefully examine the size chart, the link to which is available on the product page.

If you have a hard time deciding which size to order, please email us for a sizing recommendation, and we will be more than happy to help!

Please take a moment to read "Should I Ask For a Sizing Recommendation?":

Q: Are you a drop shipping company?

We are NOT a drop shipping company! We designed all of our products, and we ship all orders from our main warehouse in Wisconsin.

Q: I live in New York. Can I stop by your HQ to try on some clothes?

No. Our HQ is not open to the public, and we currently don't have a physical store front for in-person shopping. If we open a physical store in the future, we'll announce the news!

Q: Are your clothes ethically and sustainably made?

Yes! If you are rightfully concerned about the ethical protocols and environmental impact of the fashion industry, please rest assured while shopping at our store! All of our manufacturing partners are BSCI certified, meaning that the factory is compliant with high workplace standards. One reason why we sometimes experience delays during production is that the workers will get off work on holidays, and they rarely work overtime even during the busiest time of the year.

Our fabrics are sourced as sustainably as possible. For example, the cotton fabrics we are using for our most popular product, the Love At First Sight denim shorts, are certified by CmiA (Cotton made in Africa:, an initiative to help local farmers in Africa and reduce the environmental impact of the cotton industry.

Q: Where can I see customer reviews and how your clothes look on other people?

We don't have a review system on our website, because it will significantly slow down the site, and flood the product page with too much information. We want all information displayed on our website to be concise and crucially valuable to the customer.

To compensate for this, we designate our Instagram account ( to be a community space where we regularly share customer photos and reviews, as well as having thoughtful discussions about fashion every once in a while.

Q: What are some other ways in which I can support your business aside from making a purchase? 

All forms of support are greatly appreciated - please help us spread the word among your family and friends, if you really love what we do and what we stand for! 

If you have a public platform, it will be really helpful if you can introduce Shiny by Nature to your audience and community!🌻