FAQ

Postage costs

Shipping costs depend on the order amount and the country of delivery. Due to the impact on the global supply chain, we can unfortunately no longer offer the same shipping rates for many countries within the EU.

We offer free shipping if the value of your order is more than:

• Netherlands: €50
• Belgium/Germany: €60
• Luxembourg: €70

Yes. We will keep you informed at every stage of your order, from the moment you place your order to the dispatch and delivery. In your dispatch confirmation email you will receive a track & trace code with which you can follow the progress of your order online.

Yes. You can place an order as a guest with no obligation to create an account. However, we do recommend creating an account if you want to view your order history and save your cart and payment information for future purchases. Creating an account is quick and easy. Simply visit the Register page and follow the on-screen instructions.

This will be automatically sent to your email address when you place an order. If you have not received your order confirmation within 24 hours, please contact us at Info@Shanichell.com in case there is a problem with your order. Please check your spam or junk mail folder before contacting us in case the order confirmation has ended up there.

We usually only cancel orders if there is a stock issue, or if you have asked us to cancel the order. We apologize if your order was cancelled due to a problem on our end. We will always offer an alternative product and process your full refund as soon as possible.

There is a short time between the time you place your order and the time we start processing it. If you contact us immediately after ordering at Info@Shanichell.com , we may be able to cancel your order before it is processed. If not, we will ship your order and you can return it to us after receipt if you wish. We do ask that you first send us a photo of the product in its original unopened packaging.

Unfortunately, we are unable to change your order once we have started processing it. If you would like to order a larger quantity or an additional product, please place a new order online. If your order has not been processed yet, please contact us as soon as possible and we will review it immediately.

Orders that need to be shipped within the Netherlands will be delivered within 1-5 business days, if in stock otherwise 5 to 10 business days. For Belgium and Germany and Luxembourg the delivery time is 1-4 business days, if in stock, otherwise 6 to 12 business days. Shipping to other countries within the EU is not yet possible at Shanichell. Please contact us if your order has not been delivered within the expected delivery times, then we will check the status of your order.

We are based in the Netherlands and ship to most regions within Europe. Currently we ship to the following countries: Netherlands, Belgium, Germany and Luxembourg.

We accept the following payment methods: MasterCard, Visa and Maestro. We will not charge your payment until your order has been shipped. We also accept payments via PayPal, Apple Pay or Amazon Pay. If you choose one of these methods, you will be redirected to their website, where you can log in and complete the payment. After the transaction, you will be redirected back to our webshop.

For local payments we also accept iDEAL and Bancontact.

We aim to process refunds within 3 business days of receiving the returned item. However, please be aware that it can take your bank a few days to credit the payment back into your account. For this reason, we ask that you allow up to 10 business days after you have sent the item back to us before contacting us about your refund. We will send you an email to notify you once your refund has been processed.

You can return your item to us within 14 days of receipt, as long as it is undamaged, unused and in its original packaging with all tags and labels attached. Unfortunately, we do not offer the possibility of exchanges.

Please contact our customer service at info@Shanichell.com . If the return falls within the 14-day cancellation period and meets our return policy, we will send you a returns form by email. You must print this form and attach it to the packaging of the product when returning it. You must provide suitable packaging and pay the costs of return. Because we use goods from South Korea for part of our collection, the return costs are €28.

In the rare event that your order arrives damaged or defective, please take photos of the item in question and email the details to our customer service team at info@shanichell.com . We will respond within 48 hours. If for any reason you are not happy with the product, we will happily accept it for return as long as it is in “as new” condition, in its original packaging with all tags attached.

This depends on the carrier or shipping method you choose when returning your item. Once we have received your return, we will notify you by email. We aim to process the refund within three days of receiving the item at our warehouse, but it may take a few days for your bank or credit card company to credit the refund to your account or card