You have questions. We have answers.
We want you to feel completely comfortable with your purchases from our online store. To make the shopping experience the best it can be, we offer comprehensive sales support to help you select the products that work best for you. Do you have a question that isn’t answered below? Please get in touch and we’ll work on the answer.
I’m having trouble logging in. What should I do?
First check that your login details are correct. Your login username is the email address you used to register with us. If you can’t remember your password, visit our Storefront and select the Sign In link. Choose “Forgot your password?” Then complete the required information and click “Reset your password”. You’ll receive a password reset link to your inbox.
If you’re still having problems accessing your account, please contact our Customer Service Department at support(at)sheakardeldesigns.com and we’ll be able to help.
Are your products ever on sale?
Yes, we often have end of season sales or special promotions. To be the first to hear about our sales, sign up for our newsletter here.
How can I add or remove items from my shopping cart?
First select the shopping cart link at the top of the page. This will let you see all the items that are currently in your cart. To remove an item, move your mouse over the item in the cart and click on the “x” at the top right. To change the quantity of an item in your cart, simply enter the new quantity in the “Qty” column.
How does PayPal work?
PayPal is a secure, widely used payment processing service that allows you to make payments online. PayPal allows you to purchase items on sheakardeldesigns.com by credit card (Visa, MasterCard, Discover and American Express), debit credit card, or E-cheque (i.e. using your regular bank account). At no point will SheaKardel Designs see your card number as it is securely encrypted through PayPal’s server. This limits the risk of unauthorized use and access. Please note that E-cheque payments can take up to 2 weeks to clear. Credit card payments are much faster and allow for quicker delivery of your product(s).
Is your payment gateway secure?
Our payment gateway is as secure as it gets. We use the same security and encryption technologies as the largest banks, and our shopping cart is a PCI-DSS validated Level 1 Service Provider – the gold standard for e-commerce solutions worldwide.
Can I change my billing or shipping information once I’ve made a purchase?
It may be possible, but you have to let us know as quickly as possible after purchase. Contact our Customer Service Department at firstname.lastname@example.org, and if your order has not been shipped yet, we can change it to a new shipping address.
Will I receive a payment confirmation?
Yes, once your payment has been received you’ll receive an email confirming your order. You can also log into your storefront account to check your order status at any time. If we have received your payment, the order status will show “Processing”.
Will I receive an invoice for my purchase?
Yes, once your payment has cleared we’ll send you an invoice by email. Please also keep your PayPal receipt for the transaction.
Can I change the shipping method once I’ve made a purchase?
It’s best not to change the shipping method, but it may be possible if you contact us before the item is shipped. You should contact our Customer Service Department at email@example.com as quickly as possible after placing your order. If the order has not shipped yet, we may be able to change the shipping method. Note that you will be required to cover any difference shipping costs.
How long will it take for my purchase to arrive?
Delivery times depend on the shipping method you select and where the order is being shipped to. If there are any unforeseen issues with completing a delivery, we will work with you and the shipper to have your order delivered as quickly as possible.
Do you ship to my country and how much will it cost?
Yes, we ship to your country (and every other country – we ship worldwide). Shipping costs vary based on weight, destination and the shipping method you select. We suggest that you carefully review the shipping options and select the one that works best for you.
Is shipping included in the product price?
No, shipping is not included in the product price. When you are placing your order through the website, after you enter the ship to address our system will present you with shipping options and their associated costs based on the shipping address you provide.
Will I receive a confirmation when my item has shipped?
Yes, once your item has been dispatched you’ll receive a notification email. We’ll also supply you with a tracking number, which is usually available within a few days of dispatch. The tracking number will also be available on your account.
How long does it take for my order to be dispatched after my payment clears?
Our handling time is 3 business days, so your shipment will usually be dispatched within 3 days of your payment clearing.
How can I track my order?
Once you have received the tracking number from us, you’ll be able to track the shipment and view the delivery status online. Tracking is done through the website of the delivery company being used, not through our website.
Why is my tracking number invalid?
A tracking number can be invalid for a number of reasons. If you have any issues with tracking your shipment, please contact our Customer Service Department at firstname.lastname@example.org and provide us with your order number. We will then contact the shipping company on your behalf to address the issue and then provide you with an update.
Who is responsible for paying Customs charges, if any are incurred?
It is your responsibility to clear Customs and pay the required Customs duties in your country. SheaKardel Designs always declares the full value paid on international shipments and will include an invoice for Customs as required. We do not add taxes, VAT, duty, or any other hidden charges.
If I return my item, will I get a refund on the additional Customs charges?
No, we do not refund Customs charges.
Can I cancel my order?
Yes, it is possible, depending on what stage of processing your shipment is at.
If you haven’t paid for your order yet, you can simply remove the items from your shopping cart and the order will not be processed.
If you have already paid for your order, it may still be possible to cancel it. Please contact our Customer Service Department at email@example.com as soon as possible. If the order has not been shipped yet, we may be able to cancel it and either return the payment to you, or register it as a credit against future purchases.
How do returns work?
To return an item, you will need to contact our After Sales Service team at firstname.lastname@example.org and provide the following information:
- The order number
- The reason for returning the item
- Photographs clearly showing the problem with the item
- Details of the requested replacement item: the item number, the name and color
- Your shipping address and phone number
It is important to note that we cannot process any returns that have been sent back without our approval. Please get in touch with our After Sales Service team before sending an item back. The return must be initiated within 7 calendar days upon receipt of your items and the item must be in its original condition.
Under which circumstances can an item be exchanged or returned?
We’re proud of the quality of our clothes and will accept exchanges or returns in cases where an item has quality issues, or there has been a mis-shipment.
For quality issues:
The item must be returned to us within 7 days of your receiving the order, and in the same condition as it was sent. It must have the original tags and be unwashed and unworn. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer’s responsibility to check the product upon receipt. Damaged goods due to client negligence or items without their tags will not be accepted for refund.
For mis-shipment issues:
If the product you receive does not match the item ordered, we will process a return.
All returns and exchanges must be initiated within 7 calendar days of your receipt of the order. We reserve the right to refuse the return and exchange of any items that have been worn, damaged, or had the tags removed, and to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way.
Where should I send my returned item?
Once you’ve reached an agreement with our Customer Service Department, you can send the item(s) to our headquarters in British Columbia, Canada. Once we have received the item and reviewed its condition we will process a refund or exchange, depending on what has been agreed. Shipping costs for exchanges will be charged to you.