Eligibility for Refunds:

• To be eligible for a refund, you must request a return on our returns portal within 14 days of receiving the goods.
• The returned items must be in their original, saleable condition, with all labels intact and in their original packaging.
• Shana’s Collections will only refund the value of the goods and not any delivery charges or costs.

Return Charges:

• The customer is responsible for all charges related to returning the goods, except in the case of faulty items, where Shana’s Collections will bear the return cost as per statutory rights.

Faulty Products:

• In the unlikely circumstance that you receive a faulty product, you will need to contact us within 3 working days of receiving the item before proceeding with the return.
• Please note the items must be unused and unworn; if the item becomes damaged or faulty after wear, we will not be responsible, and will not accept the return.

Non-Returnable Items:

• Customized items, pre-order items, made-to-order items, custom-order items, and items marked as non-refundable cannot be returned.

Refund Processing Time:

• Refunds will be processed within 14 days of the company receiving the returned items.

Impact on Free Delivery Offer:

• If your order falls below the “Free Delivery” threshold at any time, delivery charges will then apply. If you return your order or partial order which causes your order subtotal to fall below the “Free Delivery” threshold then the delivery costs of the delivery mode you selected will be deducted from your refund. (Standard delivery £5.99 , Express Delivery £8.99).

Exchanges:

• If you want to exchange an item, you need to return it for a refund within 14 days and place a new order for the desired items.

Cancellation Policy:

• Cancelling items – There is no guarantee after an order has been placed that we will be able to cancel it, this is because we prioritize dispatching goods as fast as possible, so once an order is packaged we cannot cancel it.
• If we are informed of your cancellation before the items are packaged, the best way to do this would be over the phone as we may take up to 2 working days to respond to emails.
• There will be a 10% cancellation fee applied to your refund if the cancellation is processed successfully.
• (This does not apply to custom order items, pre-order items, made-to-order items, or items specifically marked as non-refundable).

Return Procedure:

• Items can be returned using any courier or postal service, with tracking and insurance provided by the customer.
• Alternatively, you can return the items by hand at the company’s Flagship Store in Wembley, along with the invoice.

Contact Information:

• If you have any questions or uncertainties, you can contact the company via phone at 02035389700 or by email at shaneahsan@gmail.com

Refund Mode:

• Refunds will be processed only through the original mode of payment used during the purchase.
• Please note that the above section about faulty items and the cancellation policy should be read and understood carefully to ensure compliance with the company’s policy in case of any issues with the products or cancellation requests.

Return Address:

Shana’s Collections
Room 9
Stanley House Stanley Avenue
Wembley HA0 4JB