Delivery & Returns

Delivery

Orders are shipped within 3-4 days of being received.  Small items are shipped via Royal Mail (First Class), while larger items are sent via courier.  We realise shipping costs are a customer concern, but please note that increasingly items are being shipped by courier as Royal Mail is not proving as reliable as it once was.  Method of shipping is at shenouk’s discretion unless specified by a customer in writing and confirmed by shenouk in writing.  If you require any special attention, including expedited shipping, please contact us prior to placing your order at sales@shenouk.com.

If you purchase more than one item on the website we will endeavour to consolidate items for shipping.  Lampshades are an exception, which will be packaged separately with appropriate materials to ensure their safe arrival.  Should multiple orders be consolidated for shipping, we will refund the appropriate shipping cost in a reasonable timeframe and an email confirmation reflecting such reimbursement will be sent.

Given we are a small business, at certain times of the year shipping times may be longer.  Any such change to delivery will be advertised on the website.

Should Royal Mail return your order to shenouk for reasons including, but not limited to, the provision of an incorrect or incomplete address or a customer not collecting from the post office in a timely manner, an additional fee to cover the costs of reshipping the order will be requested (payment via bank transfer).

If you are ordering a gift and would prefer a gift receipt without prices to be enclosed with your delivery, or a personal note enclosed, please contact us at sales@shenouk.com at your earliest convenience to coordinate.

Shipping

We use recycled cardboard boxes (which result in 30% lower CO2 emissions to manufacture vs traditional cardboard boxes) and the loose fill packing chips used for our lampshades are entirely biodegradable and compostible.  We would love to ship our products to you in the most decadent fashion, to match the quality of the products contained within.  However, we believe in trying out best to minimise the impact we have on the environment in the shipment of our goods.  Any special packaging we may use in the future would be designed specifically for reuse by customers.

Please note that any orders shipped outside of mainland UK are not eligible for free shipping promotions.

If you require expedited shipping, we are happy to coordinate.  Please contact us at sales@shenouk.com for information on pricing and delivery times available.

International orders

We do ship outside of the UK but pricing can vary.  Brexit documentation required for European orders has slowed timeframes for delivery, but shipping is still successful.  All non-UK orders are sent via courier (most commonly DPD or UPS).

This website does not provide for placing orders internationally, so please contact shenouk for shipping quotes which are done on a bespoke basis.  Invoices are sent manually from the website in order to allow for payment by credit card.  Please note that any customs or duties imposed on orders shipped outside of the UK will be the sole responsibility of the buyer.  International orders are not returnable or exchangeable unless otherwise specified in writing by shenouk or its representatives.  Please contact us at sales@shenouk.com with any inquiries.

Returns

Apologies if you decide not to keep your shenouk purchase!  If so, your first step is to please contact us at sales@shenouk.com to notify us of any returns.

shenouk accepts returns of merchandise within 14 days of receipt of goods for accounting purposes.  Goods should be returned using appropriate shipping materials to avoid any damage in transit, with ‘signed for’ delivery.  The cost of shipping returns is the responsibility of the buyer.  Refunds will be issued upon receipt of the returned items, less the original shipping cost which is non-refundable.

All returned items should be received in their original unused condition.  shenouk reserves the right to refuse acceptance of goods returned in an unsalable condition.

When purchasing gifts that might require a longer time horizon for potential return, please contact shenouk prior to placing your order to confirm if an extension is possible.  Written confirmation is required to guarantee your order will be returnable after the 14 day time frame.  Shipping for gift returns is on the recipient, not shenouk, as with other orders.

Care guidelines are provided on individual product pages in the ‘Details’ tab, as well as outlined generally in the ‘Product Care’ section of the website.  The recommendation for most shenouk products is for dry cleaning.  Returns are only accepted in their original unused condition.  Given we cannot control home washing or attest to the quality of third-party cleaners, items that have been laundered or dry cleaned by customers are not accepted for return.

In the unlikely event you receive an item that was damaged in transit to you, or receive something you were not meant to, please contact us at your earliest possible convenience at sales@shenouk.com.  In these rare cases, we will happily reimburse you for the cost of return shipping in addition to the cost of goods–or reship the goods you were meant to receive at no charge to you.

Please note that sale/discounted merchandise is final sale and cannot be returned.

Exchanges can be made but written confirmation by shenouk is required — and the possibility of exchange is not guaranteed.  Exchanges follow the same time horizon as returns of 14 days with no exceptions unless otherwise agreed.  Once the original order is received back, we can send the exchanged item.  Additional shipping and any change in product price for a replacement are the responsibility of the buyer and will be confirmed by shenouk.

shenouk products are handmade by artisans in Jaipur and represent unique items.  As a result, variations in colour, pattern, and size may occur (and are part of the charm!) and will not be viewed as a valid reason for return.