Returns and Refunds

1. Can I cancel an order if I change my mind ?

1.1. Before your item is dispatched

If you change your mind about your order before your item is dispatched in the UK, you will get a full refund. Simply Contact us and we will cancel your order and give you a full refund.

1.2. After your item is dispatched

Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery or within 14 days of delivery by contacting us by clicking on our page Contact us. We will refund you the cost of the item(s), but you will need to pay for the cost of the return or for the cost of the item to be collected. The cost of return depends on the size and the weight of the item(s).

2. Which item(s) can I return ?

Products must be:

  1. • in the unused condition that you received them
  2. • in the original box and packaging
  3. • not customised or personalised

We will NOT refund products that are dirty or have been used, damaged, assembled or personalised.

You need to have the original Shanael receipt.

We offer sometimes free shipping, however the cost of returning the goods is at your own cost.

Do not send your purchase back to the manufacturer.

Before returning an item, you must Contact us directly and as soon as possible to know the return process, attach pictures of the item(s) you want to return and explain the reason of your return.

You should read our Terms and conditions of supply for more information on returns, refunds and collection costs.

3. How long will it take to proceed my refund ?

For security reasons we can only refund on the same debit/credit card you used to place your order. We try our best to refund you within 30 business days. You should read our Terms and conditions of supply for more information on refunds.

4. How can I return small items up to 10 kg ?

You can use CollectPlus to return your unwanted small items up to 10 kg (furniture is not included) to us, for £4.49. CollectPlus is a convenient way to return parcels via local shops, petrol stations, universities and shopping centres, and it is a service trusted by thousands of busy people every day. There are over 5,900 CollectPlus stores, open from early in the morning until late in the evening, 7 days a week. Simply visit http://www.collectplus.co.uk/Shanael to find your local CollectPlus store and to purchase your returns label for £4.49. Enter your order number and your email address, then simply buy, print and attach the label to your parcel, ensuring any outbound delivery labels are removed or covered. Drop off your parcel in your chosen store, where you will be given a receipt with a tracking code. You can track your parcel yourself, at https://www.collectplus.co.uk/track/new. Please note, you must purchase and stick your returns label to your parcel before taking your parcel into a CollectPlus store. CollectPlus will not accept responsibility for parcels handed into a store without a CollectPlus returns label. 

We kindly ask you to give us your tracking code.

You can return parcels with cabin baggage dimensions 60 x 50 x 50 cm and up to 10 kg using CollectPlus. You can find your nearest CollectPlus store by clicking here and use the ‘Find a store’ search at the top of the page. Alternatively, you can text COLLECT and your postcode to 84555 (e.g. COLLECT WD17 1HP). Texts from 84555 are free to receive. Texts to 84555 are charged at your standard network rate. Full terms and conditions can be viewed here.

5. How can I return furniture and big items above 10 kg ?

You must notify us of your intention to return the furniture and big items above 10 kg by clicking on our page Contact us within 7 days of dispatch. We will let you know the cost to return your furniture, depending on the size and weight.
The furniture must be unassembled, not customised, not made to order, and in exactly the same condition you have received it. We will not be able to accept return for furniture that has been assembled, used, damaged, customised or modified. 

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