FAQs

ORDERING

1. Do I need to create an account to shop on Shanasaa?

No, it is not necessary to create an account with us. You can checkout your shopping cart without an account. However, creating an account can be advantageous to you. Having an account will enable you to store credit cards, shipping information, track past orders and build a wish list. It is easy to set up an account and you can do it while placing an order.

2. Can I place an order by phone?

At the moment you cannot place orders by telephone. However, leave us an email at contact@shanasaa.com and we can take an order for you.

3. How will I know if you have received my order? 

After you place your order, you will receive an email from us acknowledging that your order has been received. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. Only after the item(s) are located, your credit card details have been approved, and the delivery address has been verified, will your order be accepted and the item(s) shipped. 

4. What if an item is out of stock?

All items will be available for immediate shipping unless marked as "Sold Out".

5. What happens if I find that my personal details are incorrect after I have placed an order?

If you realise your personal details are incorrect once you have completed the ordering process please email our customer service team at contact@shanasaa.com, ensuring you include your order number. We can not guarantee that we will be able to rectify the issue, however, we can assure you that we will do all we can to amend your order.

 

DELIVERY & SHIPPING:

1. Can I track my order online?

At this time, we ship all of our orders using Royal Mail standard delivery which takes 3-5 days to arrive. You will receive an email from us when we ship your order for delivery. You may be required to sign indicating receipt of delivery.

2. Can I change the shipping address once the order has been dispatched?

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

3. Will I have to sign for my order?

We may require proof of delivery for all orders and we are unable to authorise packages to be delivered without a signature.

4. What happens if I am out when you deliver?

If you or the intended recipient is not in when royal mail attempt to deliver, they will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to pick up the item or rearrange delivery. Please note if you rearrange to deliver to another address, this may incur an additional charge that is out of our control.

5. How much are the custom duties & taxes for my order?

Within Europe including United Kingdom no additional custom duties & taxes apply. The price mentioned on the site is the total price including duties & taxes. 

For USA: Mail courier service will inform you for any custom duties & taxes.  Please contact your local customs office for further information. Any custom duties and taxes imposed by your government will be paid by you. You will be responsible for these charges. You will receive a separate invoice for any applicable custom duties and taxes.

RETURNS & EXCHANGES:

1. How do I receive a refund and will I be refunded for the full value of my order?

Unsuitable items may be refunded or exchanged within 14 days of our dispatch date. Before you return your product you must notify us within 48 hours of receiving an item and obtain our approval. Sale items must be returned within seven days. The product you return must be in new, unused, and unworn condition with all the original packaging and garment tags still attached. In addition the shipping costs for return must be borne by you. Kindly ship using a tracking method to be sure that we receive your product. We will refund you only after we have received the product and have verified it. To view our full Terms and Conditions on returning items, please visit the terms and conditions page.

2. When will I receive the refund of a returned item?

Refunds are processed on the day they are received and take 1-3 days to show in your account. This is of course subject to the refunds policy. Please note that shipping costs will not be refunded. Shanasaa is not responsible for the refund of international customs duties and sales taxes.

SAFE ONLINE SHOPPING

1. Is it safe to use my credit/debit card on Shanasaa's website?

We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Shopify. You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases.

2. Is my personal information kept private?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will Shanasaa share, rent or share your personal information without your consent.