Refund policy
Return/Refund & Exchange Policy
Made by Hand
Every Shahenaz piece is handcrafted by traditional artisans in rural India. Natural dyes, hand block-printing and handloom weaving mean no two pieces are exactly alike. Small variations in colour, print or weave are part of each piece’s character, not defects.
We stand behind the quality of everything we make. If your order arrives defective or isn’t what you ordered, we’ll make it right. And if a piece simply isn’t right for you, you can exchange or return it as set out below.
Non-Returnable Items
A few items can’t be returned or exchanged, unless they arrive defective or aren’t what you ordered:
- Customised or altered pieces
- Items bought on sale
- Personal hygiene items, such as face masks
Exchanges & Returns
Not quite right? Within 15 days of delivery, you can exchange any eligible piece for a different size or style across any of our categories
To be eligible, the piece needs to be unused, unwashed and unaltered, with its original tags still attached and needs to be sent to our head office with all original tags intact. Once the product has been inspected and approved, we will process an exchange for another item of your choice. You can select your replacement item with our team via WhatsApp or email
How to Start an Exchange or Return
Email us at ecommerce@shahenaz.com, call us on +91 9833716443, or WhatsApp us on 9833716443, Monday to Saturday, 9 AM to 5 PM (IST). Please share:
- Your order number
- Your delivery address
- Whether you’d like an exchange Photos of the item, if it’s defective or not what you ordered
Once the piece reaches us and passes a quick quality check, we’ll send out your exchange, within 7 working days, Orders placed online can only be exchanged or online, not at our stores.
If your situation doesn’t quite fit this policy, get in touch anyway. We’ll look at every request individually and do our best to help.
International Returns & Exchanges
We’re unable to accept returns or exchanges on international orders. If your order arrives defective or isn’t what you ordered, please email us at ecommerce@shahenaz.com within 2 days of delivery with your order number and photos of the item, and we’ll try and make it right.
If duties aren’t paid or the parcel isn’t collected from the courier, it will be returned to us. Unfortunately, we’re unable to offer a refund in this case.
Cancellations & Refunds
Changed your mind? You can cancel your order within 12 hours of placing it, as long as it hasn’t been dispatched yet. Just call us on +91 9833716443, email us at [email], or WhatsApp us on [number] with your order number. For prepaid orders, we’ll refund the full amount, including shipping, to your original payment method within 7 working days after deduction of processing fees charged to us by the payment gateway
Once your order has been dispatched, it can no longer be cancelled, but you can still exchange it after delivery. Please note that refusing a parcel at the door counts as a failed delivery, and the charges below apply.
Failed Deliveries
Our courier partner will try to deliver your order up to three times. If they still can’t reach you, you have 24 hours after the final attempt to ask for a redelivery. Otherwise, the order comes back to us and is cancelled automatically. Would you rather we send it again? Let us know within 24 hours of the final delivery attempt, and we’ll happily reship it for a redelivery fee as applicable.
If a parcel can’t be delivered because the address was incorrect or incomplete, it will come back to us. For prepaid orders, we’ll then refund what you paid, minus a shipping charge of to and return on actuals], the same as for a failed delivery.
Cash on Delivery (COD)
A processing fee of ₹50 applies to every COD order. If you return a COD order, The ₹50 processing fee is non-refundable.
Damaged Products
Every order is packed with care, but if something arrives damaged, we’ll put it right.
Please accept your parcel upon delivery as usual. In the event that your parcel arrives damaged or tampered with, or if you receive a defective product, please email us at ecommerce@shahenaz.com within 48 hours of delivery, along with your order number, clear photographs of the parcel and product, and a complete, uninterrupted unboxing video.
Please note that claims relating to damaged, tampered, or defective products can only be reviewed and processed if a complete unboxing video is provided. We therefore strongly recommend recording an unboxing video from the moment you begin opening the sealed parcel.
Once we’ve reviewed it, we’ll arrange a free pickup and send you a replacement or a full refund, whichever you prefer.
Please note that the style or design of a piece, and the natural variations of handcrafted products (see Made by Hand above), aren’t considered damage.
