Shalamar 

Office 4 219 Kensington High Street, Kensington,
London, England, W8 6BD

Phone: +44 (0)800 689 4762

Email: info@myshalamar.com

Frequently Asked Questions

Please read our FAQ before sending us a message.

Delivery

We know how important it is to receive your goods when you expect them, especially if you’ve ordered something for a specific occasion, and we use a large network of couriers to deliver goods.

We allocate the delivery partner based on the delivery method selected and the value of your order.

All UK delivery options are fully tracked and we’ll email you a link to your tracking information once your parcel has been shipped from our warehouse.

You can also track your orders by logging into ‘My Account’ and viewing your most recent orders. Just click ‘Track This Order’ and you’ll be directed to the tracking page.

If you provide a valid mobile number on your Shalamar account, our delivery partner will also send you SMS delivery notifications.

Delivery services available in the UK are:

  • Free Standard Delivery can take 3-5 Working Days

  • Premium Next Day Delivery will be delivered next or following day dependent on time of order. The cost for this delivery is £9.99

Returns and Refunds

RETURNS

To be eligible for a return your item must be unused and in the same condition that you received it with all tags and original packaging complete. Should your return be accepted, your refund will be put back with the method of payment you paid with within 7-10 working days from when we confirm receipt for your item.

RETURNS PERIOD

You must complete the returns form and return the item(s) within 14 days of receipt of your order.

RETURNS OUTSIDE RETURN PERIOD

Any return requests after the period of 14 days from receipt, will be refused. If such goods are still sent back to us, we reserve the right of not offering you a refund.

We would in such a scenario need to send the item back to you which will incur a shipping charge, this would be payable by you upon request.

SALE ITEMS

There is a possibility that items on sale are reduced due to any of the following reasons: end of season/minor marking/slight damage or colour differences. Any discrepancies with a sale item will not be classified as a fault as such Sale items are non refundable/exchangeable.

Order Issues

Faulty Items

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact us on one of the options below with: The order number The faulty item’s name and number A description of the fault

Missing Items

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything. If an item is missing, please contact us using one of the options below with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

Incorrect Item

We want to sort out any issues with incorrect items straight away.

If one of the items you received isn’t what you ordered, please send it back to us and we’ll refund you as soon as it’s arrived back at our warehouse.

Please fill in the section on the back of your delivery note to say the item is incorrect and put the note in your parcel when you send it back. Do ask for proof of postage and ensure you keep it safe in case we need to look at it later on.

Payment Methods

We accept all Major Credit Cards and online services including Paypal and Apple Pay 

We take your security very seriously, therefore your details are safe with us.

We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.

To add your card details, just login to your account and click on ‘Payment methods’. From here, you can add your payment details and save them to your account. When you come to pay for your order, you can select one of your saved payment methods to pay for your order.

If you don’t want to save your payment details to your account, then you can also enter them when you get to checkout. If there is no payment details saved to your account, then you’ll be asked to enter them when you click ‘Place Order’.

Responsibility and Accountability

If you intend to return a purchase, you do have a statutory duty to take reasonable care of our goods. Such goods remain your responsibility until they reach us in the same condition to when you received them

All returns will be inspected upon being received, please refrain from damaging the goods during inspection or whilst trying them on for size, including the original packaging and labels/tags.

We do not accept liability for any goods which do not reach us. We therefore advise that any goods which are returned are done so using a recorded delivery service and proof of postage is retained. We reserve the right to refuse a return or exchange in the event of damage being caused to our goods.

It is your responsibility to ensure you’re aware of our returns policy and we will not take any liability or offer any flexibility for noncompliance with this policy.

Our Products

Majority of our products are hand embroidered and therefore fragile in their usage whilst having a 5%-10% variation possibility. By placing an order on our website, you accept the possibility of variation in comparison to the images provided on this website.

Please note product embellishments may get displaced and this is not regarded as a fault but is due to the nature of the work. These garments should be worn with care.

Please note that all clothing products sold on this website are recommended to be dry-cleaned. We will not be responsible for any claims resulting due to damage caused by washing using another method or claims for variation / and or beading/sequences displacement.

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