The Short Answer
If your Shopise order arrived with stains or animal hair, don't panic — and please don't try to wash it first. Take clear photos immediately, contact us at shopise.us, and we will make it right with a replacement or full refund, no runaround required.
We Hear You — and We're Sorry
Opening a package and finding a stain on a dress you've been excited to wear, or discovering animal hair on a bag you planned to carry to a wedding this weekend, is genuinely frustrating. You ordered something new, and it should arrive looking exactly that way.
This kind of issue is rare, but it does happen — and when it does, we want the resolution to feel as easy as possible. This post walks you through exactly what to do, step by step, so you're not left guessing.
Step 1 — Don't Wash or Treat the Item Yet
This is the most important thing. As tempting as it is to run the dress under cold water or grab a lint roller, please hold off. Washing or treating the item before we've seen it can complicate the claims process. The stain or hair is your evidence, and we need to see it clearly.
Set the item aside on a clean, flat surface and move to step two.
Step 2 — Photograph Everything
Good photos are the fastest path to a resolution. Here's what to capture:
- A wide shot of the full item laid flat, so we can identify the product and colorway.
- A close-up shot of the stain or animal hair — get as close as your camera allows without losing focus.
- The packaging — a photo of the outer mailer or box, including any shipping labels, helps us trace the issue on our end.
- The hang tag or inner label if it's still attached, confirming the item hasn't been worn.
Natural daylight works best. If the stain is subtle or the hair blends into the fabric, try photographing against a contrasting background.
Step 3 — Contact Us Right Away
Reach out to our customer care team through the contact form at shopise.us and include the following in your message:
- Your order number
- A brief description of what you found (type of stain if visible, colour or type of animal hair)
- Your photos attached directly to the message
The more detail you give us upfront, the faster we can move. You won't need to go back and forth multiple times — one clear message with photos is usually all it takes.
What Happens Next
Once we receive your message and photos, our team reviews the claim and gets back to you promptly. In most cases, we'll offer one of the following:
- A replacement item shipped to you at no additional cost
- A full refund to your original payment method
- Store credit if you'd prefer to choose something else
We'll confirm which option works best for you before processing anything. You are never expected to pay return shipping on an item that arrived in a condition it shouldn't have.
Why Does This Happen?
We know "it's rare" isn't particularly comforting when you're the one holding a stained dress. So here's a little transparency: items occasionally pass through multiple hands between manufacturing, quality checks, and fulfilment. In isolated cases, a piece can slip through that shouldn't have — whether that's a minor mark from packaging contact or, yes, the occasional stray animal hair from a warehouse environment.
We take quality seriously. Every report we receive helps us identify patterns and tighten our processes. Your feedback genuinely matters beyond just your individual order.
A Note on Fabric Care — For Future Reference
Once your replacement arrives (or if the stain turns out to be something you're comfortable treating yourself after checking with us first), here's a quick guide to caring for the most common Shopise fabrics:
- Polyester and polyester-spandex blends — hand wash cold or gentle machine cycle; hang to dry. Most of our dresses, including styles like The Eveline Mini Dress and The Coco Mini Dress, fall into this category.
- Satin — hand wash cold only; never wring. Lay flat or hang to dry away from direct sunlight.
- Knitted fabrics — dry clean only for structured knits; check your specific care label.
- Woven bags — spot clean only with a damp cloth; do not submerge in water.
Always check the care label sewn into your specific item, as care instructions can vary even within the same style.
Shopping With Confidence at Shopise
We know that ordering a dress or bag online requires a certain amount of trust — especially when you're buying for an occasion and can't afford a surprise. Beyond quality issues like stains, we also hear from customers who want more certainty around fit before they order.
A few things worth knowing as you shop:
- Size up when in doubt. Several of our dress styles run slightly small relative to standard sizing. If you're between sizes, we consistently recommend going one size up — and our product pages include explicit notes when a style is known to run small.
- Check the full size chart. Each listing includes bust, waist, and hip measurements. Use these numbers rather than your usual dress size, especially for bodycon and fitted silhouettes.
- Petite and taller shoppers — our model details section on each product page lists the model's height and measurements so you can gauge proportions before buying.
Still Have Questions?
If you're unsure whether your issue qualifies, reach out anyway. We'd rather hear from you and find out it's a simple fix than have you sitting with a dress you can't wear. Our team is here to help — not to look for reasons to say no.
Visit shopise.us and use the contact form to get in touch. Include your order number and photos and we'll take it from there.
Frequently Asked Questions
What should I do if my Shopise order arrived with a stain?
Don't wash the item. Photograph the stain clearly alongside the full garment and your packaging, then contact Shopise through the contact form at shopise.us with your order number and photos attached. We'll arrange a replacement or refund.
What if my dress arrived with animal hair on it?
The same process applies — photograph the item before removing the hair, include your order number and photos in your message to us, and we'll resolve it quickly. Please don't lint-roll or wash the item before we've confirmed your claim.
Do I have to pay return shipping for a stained or soiled item?
No. If an item arrives in a condition it shouldn't — including stains or animal hair — you are not responsible for return shipping costs. We cover that.
How long does it take to get a replacement or refund?
Once we receive your photos and confirm the issue, we aim to process replacements and refunds as quickly as possible. You'll receive confirmation before anything is actioned.
Can I wash the stain out myself and keep the item?
Please check with us first. Some stains can be treated at home without damaging the fabric, but others — particularly on satin or dry-clean-only knits — can be made worse by DIY treatment. We're happy to advise before you try anything.
What if I only noticed the stain after wearing the item once?
Reach out and let us know. We'll review on a case-by-case basis. The sooner you contact us after noticing the issue, the easier it is to resolve — so don't wait.
How do I contact Shopise customer care?
Use the contact form at shopise.us. Include your order number, a description of the issue, and clear photos. That's all we need to get started.
I'm also unsure about sizing — where can I find help with that?
Every product page at shopise.us includes a full size chart with bust, waist, and hip measurements, plus model details and fit notes. If a style runs small, we say so directly on the listing. When in doubt, size up.