FREQUENTLY ASKED QUESTIONS
HOW CAN I REACH YOU AND WHEN SHOULD I EXPECT A RESPONSE?
For customer service inquiries only, please email firstname.lastname@example.org Our Customer Service team is available M-F 8am - 5pm GMT. We will do our best to respond to all customers within 48 hours. Response times may be extended during weekends and holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION, DID MY ORDER GO THROUGH?
Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team email@example.com if you have not received your confirmation email after 24 hours of your purchase. We advice all customers to screen shot the confirmation page once order has been placed if possible.
CAN I MAKE CHANGES TO MY ORDER ONCE IT’S BEEN PLACED?
Due to the extremely limited nature of our products, all sales are final. Orders can not be cancelled, exchanged or modified once they have been placed. Please ensure all info is correct before submitting your order.
I HAVE RECEIVED MY ORDER AND NEED SOME ADDITIONAL ASSISTANCE.
Please contact our Team on firstname.lastname@example.org to request assistance or report any issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues. Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.
PRODUCT & STOCK
HOW DO I FIND OUT ABOUT UPCOMING LAUNCHES AND RESTOCKS?
New product and restock information will always be posted on www.sheaselasi.com and on our official Instagram, Twitter & Facebook account @sheaselasi. Make sure to also subscribe to our YouTube channel, Shea Selasi TV for updates, tips and advise.
CAN I RESERVE ITEMS BY ADDING THEM TO MY CART?
All products on sheaselasi.com are in stock and available for order (unless otherwise noted). Items can not be reserved by holding them in your cart. Product availability is extremely limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.
WHEN WILL MY PACKAGE BE DELIVERED?
Processing time for orders is 2 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Once shipped, delivery time within the United Kingdom is 3-5 days and 5-21 business days internationally. We do not offer expedited shipping at this time. All orders are shipped via Royal Mail. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from Royal Mail to international mail carriers.
I AM AN INTERNATIONAL CUSTOMER; DO I HAVE TO PAY CUSTOMS AND TAXES?
Items shipped outside of the United Kingdom are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore can not be reimbursed by Shea Selasi.
Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
We are offering a 20% welcome discount for the first 20 customers. At Check out type in code: WELCOME20
Can I add the discount code after my purchase is done?
Once your order has gone through we cannot provide any dicount for your purchase or refund you any money so we advise to make sure to add the code at checkout in the discount box. If you need any help please contact us via email email@example.com
Our top priority at Shea Selasi is the health and safety of our customers and our team, so we completely redesigned our production to comply with the United Kingdom's recommended social distancing and PPE guidelines.
WHAT DOES THIS MEAN FOR ME?
- Processing times may be delayed. Generally processing times are within 2 business days* although currently those times vary due to the issues relating to COVID-19 and government orders and the impact to our business. Processing times may also be extended during holidays, launches/re-stocks, limited edition releases and promotions.
- We will notify you as soon as your order ships or if we foresee any issues with fulfilling your order.
We appreciate your patience and understanding as we work through this together.
Thank you so much for your support on our growing business!