FAQ

HOW CAN WE HELP YOU?

Product

How do I set aside items I like?

First of all, connect to your customer area. Then, when you are in a product sheet, simply select it and click on "Add to Wish List" below the "Add to Cart" button. Your item is automatically added to your wish list. This allows you to view all the items you have saved when you later log in to your Customer Area. 

Can a product that is out of stock be available again?

Replenishment is not known in advance and remains occasional. We invite you to visit our website regularly. Indeed, an out of stock item may become available again thanks to restocking or returns.

I have a question about a product 

For any question about a product, we invite you to send a request to customer service via the Contact form or screw info@shaina-distribution.eu . You will receive an answer within 48 hours maximum.

Order - Payment

How to place an order?

We invite you to click on the product you are interested in to access its description. Then choose the quantity and color and click on "Add to cart", all that remains is to validate your order by filling in the requested information. A summary of your order will be sent to you by email.

How do I use my promo code?

It's very simple, in your shopping cart, under the total of your order, you just have to enter the promotional code in the box provided for this purpose "Promo Code" then click on "OK".

 Can I combine several promotional codes?

Promotional codes cannot be combined with each other.

Why is my promo code not working?

If your code does not work, it can come from several reasons:

- The item in your basket does not match the offer in the promo code

- The validity date of the promo code has expired

- The amount of your basket is below the threshold of the promotional code

- The code has already been used

Can I cancel or modify my order?

Once your order has been confirmed, it is no longer possible to cancel, modify an address and/or add a product if the order has already been processed.

How can I be sure that my order has been validated?

When your order is registered, a confirmation email is sent automatically. You can also track its progress by logging into your customer area. You will also receive an email when your package is shipped.

What payment methods are accepted and are they secure?

We offer payment by credit card (credit card, VISA, Mastercard, Maestro), Paypal, payment by bank transfer. Payments by cheque are not accepted. 

When paying by credit card, you are automatically directed to our bank Société Générale, which guarantees the confidentiality of the data and has all the anti-fraud security systems. The entire transaction is sent in encrypted mode to a bank validation server in SSL 3D Secure mode (Secure Socket Layer).

When will my credit card be charged?

The debit of your order is made at the time of validation of your order.

Shipping & Returns

What are the costs, means and delivery times?

The cost varies depending on the delivery method selected. The amount of the charges is automatically calculated as soon as a product is added to the basket on the basis of a delivery in Metropolitan France. The costs are detailed in the GTCs. 

We deliver within 7 working days from the validation of the payment. Indeed, your orders are prepared within 48 business hours. You must add the delivery times. In the event of public holidays, periods of heavy activity such as sales, bad weather, exceptional closures or traffic bans, processing and delivery times may be extended.

What happens if I am absent at the time of delivery?

Packages delivered by Colissimo remain available 14 days at the post office. 

After this period, the package is sent back to our warehouse. Upon receipt, we will contact you. 

I have not received the right product, an item is missing, the product is damaged or has a defect, what should I do?

Upon receipt of your package, we invite you to contact Customer Service to inform them. To do this, you can connect to your Customer Area to send a message. The Customer Service will provide you with a quick response within 48 hours and will indicate the procedure to follow.

I have not received my order or the email informing me that my package is available

We invite you to connect to your Customer Area to track the progress of your package. You can also send a request to customer service via the contact form or on info@shaina-distribution.eu .

My order indicates that it is being delivered when I have not received anything

We invite you to send a request to customer service via the contact form or on info@shaina-distribution.eu . You will receive an answer within 48 hours maximum.

I was unable to pick up my package and it is no longer available

After the 14 days deadline for Colissimo, the package is sent back to our warehouse. Upon receipt, we will contact you. 

Returns - Refunds

Can I exchange a product?

The exchange on Shaina-distribution.eu is not possible. We invite you to connect to your Customer Area in order to follow the procedure for returning an item.

Did you receive my feedback?

As soon as we receive your package, a credit note or a refund will be issued on the payment method used when you placed your order, within 30 days, if the returned products are not damaged. 

If you haven't found the answer to your question, contact us: contact@shaina-distribution.eu