Frequently asked questions

Have questions? We’re here to help


Order and Delivery


When will my order arrive?

On average, orders placed during weekdays arrive after 4-9 business days in the UK.

Orders to Europe or the US may, in some cases, take 2-4 business days longer.

For all other destinations, we cannot guarantee a specific time frame but can assure that no order will take longer than 21 business days. 

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped.

We also accept payment by PayPal or Amazon Pay. If you decide to use PayPal or Amazon Pay you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where are orders shipped from?

Most of our orders are shipped from our warehouses in the United Kingdom or London.

When demand is particularly high, we may resort to sending products from our overseas warehouse in China to ensure that all orders can arrive with our customers without any restocking delays.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery.

Once your order has been processed, you’ll receive a tracking reference via email which you can use to check the progress of your order online.

This can be done on our tracking page.

Where is my order confirmation?

This is automatically sent to your email address when you place an order.

If you haven’t received your order confirmation within 24 hours, please get in touch at contact@shapemate.co.uk just in case there’s a problem with your order.

Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How much do I need to pay for shipping?

Shipping to the UK, EU, Canada, Australia and the US is 100% free!

For all other destinations, the shipping fee is specific to the country and order value.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it.

If you need to order a greater quantity or an additional product, please place a new order online.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it.

If you contact us straight away after ordering, via contact@shapemate.co.uk, we may be able to cancel your order before it’s processed.

If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

About the product


Will the garments hurt my chest?

No!

All our garments are designed to adapt to your unique body shape and apply light, targeted compression on your chest without inflicting any pain or strong pressure. This is achieved through our use of high-quality spandex fabric, which forms the area without creating any feeling of tightness.

Will others notice I am wearing something underneath?

We get this question all the time. That's why we made sure we can confidently say that the answer is no.

The seamless design of all our garments ensures that they do not create bulges under your clothes and don't shine through no matter what you are wearing.

Is it sweaty? Can I wear it the whole day?

You sure can!

All our garments have been designed with an extremely elastic and breathable fabric that makes you forget that you're even wearing them.

What size do I need?

All our product pages include size charts, with specific measurements given for each size. For an optimal fit please adhere to these guidelines and email us at contact@shapemate.co.uk, if unsure

How do I put it on?

It's important to know that our garments should not be put on like a normal piece of clothing. The easiest way is to simply step in your vest or shirt and pull it up.

Of course, you can also pull it over your head like a normal shirt, but you run the risk you might get stuck ;).

How do I wash my garments?

Hand wash it or use the gentle cycle.

You need to wash and dry them like you do other delicate garments.

Don't add fabric softener, chlorine bleach or harsh detergents to the wash. In cold or warm water - hot water can damage the specialized fabrics.

Refunds & Returns


What's your refund policy?

You can absolutely return your item to us or exchange it for another one!

In fact, we are so confident in the quality of our products that you can return or exchange every item within 90 days after receiving it.

For exact conditions applying to this guarantee please refer to our refund policy.

How do I make a return?

Simply contact our customer service team via email at contact@shapemate.co.uk with the subject "refund".

We will then message you all the details regarding the return of the item.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item.

Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Where is my refund?

We aim to process refunds within three days of an item being returned to us.

Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund.

We’ll contact you by email to let you know when your refund has been processed.

How secure is your payment?

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via contact@shapemate.co.uk with the details. We’ll respond within 48 hours.

If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

Need to contact us?


I have an issue with my order, what can I do?

Don’t worry, our team is ready to help!

Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

How do I contact you?

Our email contact is contact@shapemate.co.uk.

This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from London to LA, so we can sometimes have some slight delays in response time.

We’re only human, so please be patient and we are working as quickly as possible to get back to you.

 

How long does it take to return an item?

Our Shapemate HQ and Customer Service team are located in London.