FAQ's

1) Where is my order?

You will receive your order in 14-18 business days from the date that it is placed.

This is to make sure that your order is accurate. This processing time does not include shipping time.

As for estimated delivery time, please check the Shipping Info page. You can log into your account >> click on "My Orders" and click on the "Track" button for more details.

2) Can I cancel my order?

Yes, you can. There are two types of order cancellation:

  1. Cancelling a paid order

If your order has not been shipped out, you can cancel this order under "My Orders". Or you can contact our Customer Service for assistance.

  1. Cancelling an unpaid order

An unpaid order will be cancelled automatically after 12 hours. Or please log into your account >> click on "My Orders" and click on the "Cancel Order" button. Your order will be cancelled.

Please note that we CANNOT cancel orders which have been shipped out. Therefore, please contact our customer service for help if you do not want the order. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

3) Why I didn’t get an email about my order being shipped?

Normally, an email with tracking number will be sent to your account email address after the order is shipped out in 24 hours.

If you did not receive the email:

  1. Please visit "My orders" to check the order status, it could be still in processing.
  2. Please check if you loged in the correct SHBANG account, the email is sent to the registered email address.
  3. Please check your junk emails and if your email address shielded our email.

4) Why does my PayPal order appear as pending? How can I cancel my PayPal pending order?

PayPal orders using an e-check method of payment will appear as pending. E-check payments are not directly linked to your PayPal account. PayPal must go to your bank to request the funds; therefore, it will take longer.

Contact your bank to verify this case or we can help to cancel your order only when the status turned to completed.

5) When can customers get free shipping?

  • Free shipping on all orders in the UK
  • £7.95 for all orders outside the UK

 

6) Can I change/modify my shipping address/sizes?

  1. If the order has not been shipped, you can click and edit shipping address under "My orders".
  2. If the order is shipped, please contact our customer service for help.

About size changing:

  1. For unpaid orders, you need to cancel the order in "My orders" and place a new one with the size you want.
  2. For paid but unshipped orders, you can contact our customer service for size changing.
  3. For shipped orders, the size cannot be edited. SHBANG recommends you to do return for size changing after you receive the parcel.

6) Why can I not comment on all of my purchased products at review?

In the same order, if the customer has more than one product with the same SKU number, the customer can only comment on one of these products actually reviewing of products.

DELIVERY

1) I still haven’t received my package. Where is my order?

You will receive your order in 14-25 business days from the date that it is placed.

We're improving our delivery process to make your packages even safer, so there may be a 4-6 day delay in processing your orders.

This is to make sure that your order is accurate. This processing time does not include shipping time.

As for estimated delivery time, please check the Shipping Info page. You can log into your account >> click on "My Orders" and click on the "Track" button for more details.

2) How long does delivery normally take?

You will receive your order in 14-25 business days from the date that it is placed. Standard delivery may need more days than express delivery. For estimated delivery time after your order was sent out, you can check the Shipping Info page for estimated delivery days. Or you can log into your account >> click on "My Orders" and click on the "Track" button for more tracking details.

3) Why does it show my package has been delivered but it hasn’t?

Packages might be delivered to your mail box or signed by your neighbours. We suggest you check in your mail box and with your neighbours first. Or you can check with the shipping company with your tracking number and your ID card.

Tracking number can be found by click "Track" under “My Orders”

If you still cannot find your package, please contact our Customer Service.

4) How can I deal with my package if I do not want it because of the customs taxes?

Normally orders from United Kingdom will not be charged for custom fee.

Customs. In accordance with Customs regulations customers must provide valid and accurate data. All consignee names, address and payers name should be valid. Certain countries request that the consignee submit their ID or passport to clear the package or for payment verification purposes. It is the customers sole responsible for the accuracy of data that they provide to us. Should any information be incorrect and prevent any shipment or deliveries or customs clearance, we will not hold responsible and will not offer any compensation in such cases. As the importer, customers are responsible to comply with all laws and regulations in their own countries. Please refer to our Privacy & Cookie Policy for more information.

5) Why it shows that my tracking number is invalid?

If there is a tracking number, it means that the parcel has been shipped out.

The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing centre by plane. Then each shipping company will pick up parcels from airport. Once they have scanned those parcels, the website will update the tracking number. It may take 5-7 days to see any activity once it has shipped out from our end.

Please allow some time for the courier to update the latest tracking info after reaching next station.

6) Why did the attempted delivery failed?

There may be following reasons:

  1. Consignee unavailable
  1. Wrong shipping address
  1. The parcel is delayed by the shipping company

Please check with the shipping company with your tracking number and your ID card to arrange re-delivery. If you still cannot receive your package, please contact our Customer Service for further help.

7) How can I track my order?

Please log into your account >> click on "My Orders" on the page “Me”, then click the button “Track” for your order.

It may take 3-5 days to see any activity once it has shipped out from our end as the next facility need time to scan parcels.

Please allow some time for the courier to update the latest tracking info after reaching the next station.

8) Why was my package returned?

There are multiple possible reasons:

1) Wrong or incomplete address

2) Invalid phone number

3) Unable to deliver

Please go to "Track" under "My Orders" to find the tracking number first and contact the shipping company for more information. You may also contact our Customer Service for further help.

9) Why was my order divided into two or more packages?

We will do partial shipping for your order in the following conditions:

1) Items are in different warehouses.

2) Hot-sale items need additional preparation time.

3) Weight limit of customs or courier.

You will receive an email notification when each parcel is being shipped.

10)Is there any additional fee beyond purchase?

Normally, our customers would not be charged any tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

RETURNS AND REFUND

1) Do you have free return?

up to 60 days (was 45days) from the date of purchase.

We do offer one free return label on your first return for every order.

Please note: Each additional return label for the same order (For packages weighing less than 20kg) costs £ 2.50, which will be deducted from your refund. You are free to use your own shipping label/courier at your own expense.

2) How long does it take for the refund to be processed?

Generally, it depends on refund method you choose.

Here are the details:

Your request will be processed within 10 business days after we receive your return. The refund will be issued to your SHBANG Wallet or the original payment account, as per your request.

Note: The original shipping fee and shipping guarantee are non-refundable.

3) How can I return items?

We’re bummed if you're not 100% satisfied with the items you received, and we gladly accept returns.

Due to the current situation, we are extending our return timeframe. All orders placed on or after 20th September, 2020 may be returned up to 60 days (was 45days) from the date of purchase.

To begin the return process:

  1. Sign into your SHBANG account.
  1. Find the order in My Orders, click the "Return Item" button.
  1. Select the item(s) you would like to return, indicate the reasons, and submit.
  1. Select return method.
  1. If you choose Post Office, print the return label and securely tape it to the outside of your return package，then drop off your package at your nearest Royal Mail.

Each additional return label for the same order (For packages weighing less than 20kg)costs £ 2.50, which will be deducted from your refund.)

  1. If you choose Self-Sending,write return address outside the package and return it by using your local post office at your cost.

Once you have done the return, please submit your return tracking number or return receipt to "return history" in your "My Orders".Or you can also contact our customer service for help.

4) What is the status of my refund?

Most returns can be processed within 5 business days after we receive your package. Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund.

Please understand that we need to refund to your card bank first within 48 hours. But your card bank may need another several days to transfer the money to your card account.

We can't control the processing speed of your card bank. Please ask the card bank for detailed information.

5) How do I receive my full refund?

We will offer a full refund for all returnable item, excluding shipping fee, shipping guarantee and non- refundable items (bodysuits, lingerie, jewellery, and accessories (except scarves, bags, and mermaid blankets).

Voucher codes and points will not be refunded as monetary value.

6) What items can't be returned?

The following items cannot be returned or exchanged: bodysuits, lingerie, jewellery, beauty, underwear, Event & Party Supplies, DIY Supplies, Pet Supplies and accessories (except scarves, bags, and mermaid blankets).

7) What is your return policy?

We’re bummed if you're not 100% satisfied with the items you received, and we have made the returns so easy for you!

Due to the current situation, we are extending our return timeframe. All orders placed on or after 20th September, 2020 may be returned up to 60 days (was 45days) from the date of purchase.

  1. Once we receive your parcel, your refund will be automatically issued and the return label fee will be deducted from the total refund amount.

Return label:

Post Office（Return by Royal Mail return label）

The first return label is free on your return for every order. Each additional return label for the same order (For packages weighing less than 20kg)costs £ 2.50. (The return label should be 10x15 cm)

  1. The following items cannot be returned or exchanged:bodysuits,lingerie,jewelry,and accessories(except scarves, bags, and mermaid blankets).
  2. Please DO NOT send your return to the address on your package. That is not our return address and will affect the processing of your return.

Note: The original shipping fee and shipping guarantee are non-refundable.

8)What should I do if my refund is incorrect?

We’re really sorry if we’ve made a mistake with your refund!

The following may affect the amount you have been refunded:

The delivery charge, which is only refunded for cancelled orders before shipment.

Any discounts/points that were applied when you check out, which may not now be applicable.

Note: Shipping and insurance fees are non-refundable. We will refund the actual price paid for your order.

If this is the case, please contact our Customer Service and we’ll try and sort it out for you as soon as possible.

9)How can I return/exchange items they are not as described?

We’re really sorry if we’ve made a mistake with your refund!

The following may affect the amount you have been refunded:

The delivery charge, which is only refunded for cancelled orders before shipment.

Any discounts/points that were applied when you check out, which may not now be applicable.

Note: Shipping and insurance fees are non-refundable. We will refund the actual price paid for your order.

If this is the case, please contact our Customer Service and we’ll try and sort it out for you as soon as possible.

10)Can I exchange for a bigger/smaller size?

 Due to the current situation, we are extending our return timeframe. All orders placed on or after 20th September, 2020 may be returned up to 60 days (was 45days) from the date of purchase.

We accept return for refund or exchange. The following items cannot be returned or exchanged:

bodysuits, lingerie, jewellery, and accessories (except scarves, bags, and mermaid blankets).

Please note that exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return for refund. Please contact our Customer Service for further help.

11)Why did I receive a payment message after receiving the refund?

If refunds and payments are processed within the same day, the issuing bank may process the payment as a hold but does not deduct from the account. We recommend you contact your bank to verify.

12)What if I received a wrong/defective/stained item?

We want to sort out any issues with wrong/defective/stained items straightaway.

As soon as you discover a wrong/defective/stained item, please contact our Customer Service with:

1) The order numbers

2) The item's name or SKU number or pictures

3) A description of the problems and some clear pictures

We'll get back to you as soon as we can.

ACCOUNT

1) Can I delete my account?

Yes you can.

1、Normally the account will be deleted within 1-7 days.

2、You will also receive a delete account notification email once your account has been deleted successfully.

3、Account cannot be recovered once deleted.

Note: You can also contact our agent to delete your account , if there is a problem with the verification code or your email address.

2) How do I change my email address?

We can't change/update our customers' email addresses as of now.If you don't have orders or finished everything in previous orders, you can submit the delete account request in 【My Account】- 【Account Security】--【Delete Account】.

Then you can create a new account with new email address.

If you have unfinished order(s), please remember your order number and we suggest you can ask us to delete your email address after you receive your order(s).

Then you can create a new account with new email address.

3) Will you save my personal information?

We respect your privacy and keep your personal information confidential.

Personal data is information that can be used to directly or indirectly identify you. Personal data also includes anonymous data that is linked to information that can be used to directly or indirectly identify you. Personal data does not include data that has been irreversibly anonymized or aggregated so that it can no longer enable us, whether in combination with other information or otherwise, to identify you.

For more details, please kindly refer to : Privacy Policy

4) Is it safe to order from you?

One of the most secure online system is applied to our website to protect your personal information against unauthorized use.

We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.

5) Why can’t I log into my account?

There could be several reasons:

1) Most of the time is that you have entered the email address or password incorrectly.

2) If you signed in with Facebook or Google the first time, you will need to click the "Sign in with Facebook/Google" button to log in.

3) If forgot your password, please click the button “Forgot your Password” on page LOG IN, or refer to the Related Article: How do I reset password?

HOW CAN I CONTACT YOU?
Hopefully, you'll find the answer you need from one of the articles we have on our help centre, but if you need a little help or just want to say hello, just select one of the contact options below.

*Please get in touch through ONLY ONE method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.
  
WHY DOESN'T SHBANG HAVE A PHONE NUMBER?

SHBANG does not have a call centre and we're not set up to handle high volumes of phone calls.

SHBANG was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.
 
WHAT INFORMATION DO I NEED TO PROVIDE YOU?

Be sure to INCLUDE AS MUCH INFORMATION AS POSSIBLE eg/ order number, email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.
MORE QUESTIONS?

Please contact our support team here - www.shbang.co/contact