Return Policy
Canada Post strike: SHAN will be using alternative shipping carriers until it is resolved. Your tracking number will be sent with the carrier name.
All marked down items, soaps, creams and candles are final sale. They are neither refundable nor returnable.
All regular priced items, may be returned in their original condition (unworn, unwashed and unaltered) with all labels in place within 14 days of receiving your order.
Items purchased online can also be returned in a SHAN store with the order number. Refunds will be made through the payment method used at the moment of the purchase. Reimbursement will be issued within two business days upon receipt at head office (maximum delay of 7 business days). Under no circumstances is it possible to refund an item purchased online directly in-store.
Return shipping costs are not pre-paid.
Canadian and International return adresse: SHAN Laval (retour web) 4390 Desserte Laval-Ouest, Laval, QC, Canada, H7T 2P7
US returns: SHAN Miami (web returns) 1885 Purdy Avenue, Miami Beach, FL, 33139
Only items purchased in our SHAN stores can be returned (for store credit) or exchanged in our SHAN stores.
If you need to return an item due to an error or in the event of a defective item, please contact our customer service at [email protected].
For more information on our exchange and return policy please contact our customer service at [email protected] or 1-888-687-7101 from Monday to Sunday 9AM to 5PM EST.
Return Authorization
We hope you love your new SHAN pieces!
However, if you are not satisfied, you may return or exchange them by requesting a return authorization:
Following the reception of your request, our customer service will be in contact with you within 24hrs
Shipping
Standard orders are normally processed between 1 to 2 business days and shipped according to the following criteria’s:
Orders placed Monday - Friday before 2:00 pm EST will be shipped out the same day (excluding holidays). If placed after this deadline, the order will be shipped out the following business day. Orders placed on Friday after 2:00 pm EST will be shipped out on the following Monday.
Occasionally our shipping processing may be longer, some items may be backorder and need to be transferred between our facilities. In the event of a shipping delay you will be informed with the first 48 hours of placing the order.
A valid shipping address must be provided when confirming your purchase. Once the items are shipped, liability is transferred to the customer (extra delays, costs or any other events uncontrolled by Les Collections SHAN inc). Les Collections SHAN inc. and its subsidiaries are not responsible for delays, damages, loss and costs related to the delivery or to the carrier.
Canadian orders: Free shipping. Orders may be shipped in different parcels. Canada Post tracking numbers will be provided.
US orders: Free shipping and duty free. Orders may be shipped in two different parcels. UPS tracking numbers will be provided.
International orders: All orders are subject to shipping fees for orders under 700€. Orders from the United Kingdom need to be over 1500€ to be eligible to free shipping and duties. Our customer service will be in contact as soon as possible if orders need to be customized.
We do our best to update our inventory; however, a product may be out of stock as your order is processed. We also strive to show the products’ colors and shades in the most accurate way. Nevertheless, we cannot guarantee that the colors will be perfectly accurate at reception.
Pick-up in store
In store pickups can be ready between 1 and 7 working days according to the availability of the item(s). An email confirmation will be sent shortly after the order is received to confirm the delay.
At pickup you must present your order confirmation and a piece of identification. If the order is picked-up by someone else, customer service must be notified at [email protected].
No refund can be made directly in store. See in store return policy above.