ShadowLook support
Let’s get you
back on track.
Get help with orders, delivery, returns, payments, custom products, account access, or selling on ShadowLook. Your request stays connected to your verified account.
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What can we help with?
Selecting a topic adds it to your request so the admin team receives the right context from the start.
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Give us the details.
We’ll take it from there.
Add an order ID, shop name, or product link when you have one. A little context helps us understand the issue faster.
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Quick answers
For anything not covered here, sign in and send a message with the details you already have.
What details should I include for an order issue?+
Include your order ID, product name, seller, delivery address concern, and a short description of what happened. Photos can be requested for damaged, incorrect, or incomplete items. Your verified account is attached automatically.
Where can I see the delivery date and available delivery options?+
The product page and checkout show the options available for the selected item and destination. Standard, faster, free, or paid delivery may vary by seller, product, and country.
How do I request a return or refund?+
Open the relevant order and contact support with the order ID and reason. Eligibility depends on the product, its condition, seller terms, and the issue reported. Custom products may have different rules unless they arrive damaged, incorrect, or materially different from the approved order.
Why was my coupon or payment option not accepted?+
Coupons and totals are validated again when the order is placed. Check the code's dates, eligible products, minimum spend, and account rules. Available payment methods can also vary by order and location.
Where can I get help with a customizable product?+
Choose Custom design help and include the product link, selected model, colour, size, artwork, and what you expected to see. Do not send sensitive personal information in an artwork file.
How do I get help with my shop or a proposed category?+
Choose Seller support and include your shop name. You can ask about shop setup, product approval, delivery configuration, inventory, custom category review, or seller access.
How does personalized discovery work?+
ShadowLook can use interactions such as searches, product views, saved items, and purchases to improve product and category ordering. You can still browse the full catalogue, and privacy choices remain available through your account and browser settings.
How quickly will support respond?+
Response time depends on the type and complexity of the request. The support inbox keeps the request attached to your verified account, and the team may ask for additional order or seller details before resolving it.