Knotted Bow Flat Shoes

QUESTION

How can I track my order?

ANSWER

Once your order gets in the hands of dispatch, you will receive an email confirmation, which will include your tracking number and a tracking url. Copy your tracking number and click the link. Once the page loads up, input your tracking number, submit the form, and you will have access to everything about the status of your package.

QUESTION

My order is being delivered International; do I need to present anything at the time of delivery?

ANSWER

If your order is being delivered International or locally, a valid proof of ID will be required at the time of delivery to confirm your identity. You can use the following as a valid proof of ID:

• Valid passport
• Driver's license
• Credit/Debit card

QUESTION

Can I have my order delivered to a specific address?

ANSWER

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

QUESTION

What is your return policy?

ANSWER

Items are to be returned within 14 days from the day of delivery in the case of international transactions, and 7 days for local transactions. It should be unworn and in its original condition.

You can initiate your returns through our Returns Portal. Simply re-pack the item in its original packaging or in a secure, waterproof package with the labels and tags still attached. Print a returns label on our Returns Portal (or affix the returns slip that came with your order) and drop it off at your local post/dispatch office. You will receive an email confirmation for tracking and proof of return.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They’ll give you a returns label although you will be responsible for the cost of returning the goods to us. Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered. This doesn’t affect your statutory rights.

Any returns will be made at your own cost however you must obtain you proof of postage/dispatch until you have received your refund, just in case your order is lost on its way back to us.

QUESTION

How do I return?

ANSWER

To create your return, simply log into My Account; click Create Return next to the order you’re looking to send back to us and follow the instructions provided. Don’t forget to select ‘Faulty’ when asked for a reason for your return. If you’re not able to create a return, please get in touch with our Customer Care team and they will be happy to help you further.

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can’t get damaged on the way. As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. We are not responsible for any items that are returned to us by mistake. If we are able to locate the items and you’d like these returned to you; we may ask you to cover the delivery cost.

QUESTION

Do you Refund?

ANSWER

Yes, we do refund only if the item/items are in their original condition. We will give you a full refund by way of the original payment method. Your refund should be processed within 14 working days of us receiving your parcel. We do not accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.

However, we will refuse a return on grounds of hygiene, if an item has been damaged, soiled, washed, altered or worn, or if the original tags or labels are no longer intact and/ or attached to the relevant item, if the item(s) returned to us do not match what you received and if you have returned items after expiry of the returns period.

QUESTION

Can I return a faulty or damaged item?

ANSWER

We’re really sorry if you’ve received a faulty item. Please contact our Customer Services with a picture of the faulty item and your order number. Our Customer Services will request that you please return the item to us as soon as possible so we can get this sorted for you.

QUESTION

Can I exchange an item?

ANSWER

We process exchanges only if a customer walks into the showroom for pickup, and for some reason the product doesn't meet their needs, whether it's not the right size, not the colour they want. In any other case, we do not process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘How to Return an Item’. If you have any other questions, feel free to contact care@shindara.co

QUESTION

Do you refund delivery charges if I return?

ANSWER

Unfortunately, we do not refund delivery charges on orders that are not faulty incorrect.

QUESTION

Can I return lingerie or beauty products?

ANSWER

Grooming products and pierced jewelry cannot be returned for health and hygiene reasons. Underwear and swimwear can only be returned if the hygiene seal has not been removed. Beauty products and accessories cannot be returned for hygiene reasons.

QUESTION

How long does it take to process my return?

ANSWER

We aim to process your return as quickly as possible, but on occasion it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s), please contact us with the proof of postage/dispatch information on your receipt and we will check this out for you.

QUESTION

Can I return items I've bought with a gift voucher?

ANSWER

Of course! Your right to return an item is exactly the same regardless of whether you bought it with a gift voucher, a payment card, or a combination of the two. If you paid for your whole order with a gift voucher, then the refund will be credited to your Shindaraco account ready for you to spend straight away.

If you paid with a combination of gift voucher and another payment method, we'll refund the alternative payment method first and then the remaining amount will be credited to your Shindaraco account ready for you to spend.

QUESTION

What happens to my refund if my card is no longer in use?

ANSWER

Your refund will still go back onto the card details used on your order as long as the card account is still open. When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order to a different card.

QUESTION

Can I cancel my order after having placed it?

ANSWER

You may be able to cancel (not change) your order within a short period of ordering. Unfortunately, we are unable to cancel or amend orders once the orders have been processed. If you are unable to amend or cancel your order, please return any items you no longer wish to keep and contact the carrier if the amendments you would like to make are in respect of an address. If something additional is needed such as a different size or color, please place a new order for this and return the unwanted items to us.

Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g., if we notice something unusual on an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Care at care@shindara.co or +234-809-111-1278 and they’ll be happy to speak to you about it.

QUESTION

I'm missing an item from my order, what do I do?

ANSWER

If you are missing part of your order, it’s possible it could have been sent in more than one parcel. If this is the case, you will have received one dispatch email per parcel. This is likely to be the case if your order is quite large. Please also check the invoice inside your parcel bag. This will detail which items should be in the parcel. If you have only been sent one dispatch email and haven’t received all of your items, please contact us ASAP.

QUESTION

I've received an incorrect item in my order, what do I do?

ANSWER

We are sorry that you have received an incorrect item. If one of the items you received isn’t what you ordered, please send it back to us and we’ll refund you if it’s incorrect. To create your return, simply log into My Account, click “Create Return next to the order you’re looking to send back to us and follow the instructions provided. Don’t forget to select ‘Incorrect item’ received as your reason for return. Please keep your proof of postage/dispatch in case we need to look at it further on down the line.

QUESTION

Can I cancel my order before it's dispatched?

ANSWER

Yes, you can cancel your order before it’s dispatched.

QUESTION

What is the delivery charge?

ANSWER

The delivery charge will depend on your location. We will automatically detect this and quote you the appropriate charge once you enter your billing info.

QUESTION

What payment methods are available?

ANSWER

We do not accept cash or cheque. We only accept bank transfers and credit/debit card payments via our website ONLY.

Our local payments are processed through Paystack, which enables you to pay with your Credit/Debit Card (VISA, Master Card and American Express), AirtelTigo Money, MTN Mobile Money and Ozow.

International payments are processed through Stripe.

QUESTION

How do I use my Gift Voucher to pay for an order?

ANSWER

When you purchase your gift card, you’ll get a unique code, which you can apply at checkout.

QUESTION

When will I be charged for my order?

ANSWER

As soon as we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.

QUESTION

What happens if the gift Voucher I bought hasn't been received?

ANSWER

Please contact care@shindara.co with details about the affected transaction.

QUESTION

Are my details safe when ordering online with Shindara.Co?

ANSWER

Our customers are super important to us, which means protecting our customers by keeping their personal data and information secure at all costs is a main priority. We know the world of data security can be tricky, but we want you to be fully aware on everything you need to know when it comes to your personal information and how it is used. For detailed information, kindly check our privacy policy.

QUESTION

How do I create an account?

ANSWER

Click the Login/signup button visible on just about every page.

QUESTION

Do I need to create an account to shop with you?

ANSWER

Yes, you get access to a lot more that you wouldn't have access to otherwise.

QUESTION

How do I sign up for Shindara.Co notifications?

ANSWER

If you decide to opt in, we will use your info provided to keep you up to date with all our latest news and offers. With your permission, we can contact you via email, text or keep things traditional with post. You can edit your marketing preferences, or choose to opt out at any time (Hit the unsubscribe button in the email if you do not have an account), by following these instructions:

• Log in to your account.
• Navigate to My Info

QUESTION

I'm having trouble signing into my account

ANSWER

You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognized, there are a few things worth checking:

• Make sure you are using the same email address and password you registered with.
• If you can't remember your password, click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.
• If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.

If, after this, you still can't sign in, contact our Customer Care Team and give them as much detail as you can about the issue, including screen shots of any error message you receive and what you've done so far to try to resolve the issue at hand.

QUESTION

Can I contact you if am not the Shindara account holder?

ANSWER

We're happy to hear from anyone who has a general query about shopping with Shindaraco, however if you are contacting us about an order or an account then you do need to be the Shindaraco account holder. We also ask that you use the email address that you registered with us so we can verify your details.

QUESTION

How can I unsubscribe from your emails and texts?

ANSWER

If you no longer wish to subscribe to Shindara Co. emails you can unsubscribe simply by clicking on the unsubscribe link in one of our emails

QUESTION

I've forgotten my password, how do I reset it?

ANSWER

Click the Forgot password link and enter your email address. We'll then email you a link directly to your registered email address to reset your password.