Delivery and Returns Policies
Delivery information
Orders placed on Shikpoush can be delivered every day of the week. Delivery costs will vary depending on the service selected, where your item is coming from and its destination. Standard delivery is available in selected countries. When you're placing your order, the available delivery options for your destination will be displayed at checkout. The delivery options for your destination are displayed at checkout.
Delivery to PO Boxes, Army Post Office (APO) and Fleet Post Office (FPO) addresses is currently unavailable.
Delivery times
Standard delivery for selected countries: delivered within 7-12 days.
Delivery times are based on the time your package is sent and should only be used as a guide. Shikpoush cannot take responsibility for customs clearance delays or failed payments, though we'll try to minimise any potential delays.
Depending on your location, our orders can be delivered by different couriers like DHL, UPS, FedEx, TNT or DPD.
Duties and taxes
If you're in any of the locations below, we include the cost of duties and taxes in your order. The price you see at checkout is the price you pay and there are no additional delivery fees.
EU (excluding the Canary Islands), UK, USA, Canada, China Mainland, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic Of Korea, Kuwait, Mexico, Qatar, India, Norway, Saudi Arabia, Taiwan Region, Thailand, UAE, Japan, Brazil, Isle of Man, San Marino, Colombia, Chile, Argentina, Egypt, Lebanon, Hong Kong SAR and Bahrain.
When ordering from within your own region, import duties do not apply. However, you may be required to pay VAT or local sales taxes. For customers in the UK, Canada, and the US, domestic taxes are determined and presented separately during the checkout process.
If a Delivery At Place (DAP) destination is selected, the price you pay at checkout will exclude import duties and sales taxes. Instead, you’ll need to pay these directly to our courier to release your order from customs. As we're unable to advise the exact amount, we recommend contacting your local customs office or tax authority before placing a Delivery At Place (DAP) order. Should an order be seized/abandoned due to certain circumstances, neither Shikpoush nor the Partners are able to retrieve the order and you may not be refunded for your purchase. These circumstances include, but are not limited to:
- Failure to Provide Required Customs Documents: if the order is seized and cannot be recovered because you did not supply the necessary customs documents upon request and within a reasonable timeframe;
- Refusal to Pay Customs Duties: if the order is seized and cannot be recovered because you declined to pay the applicable customs duties;
- Unreachable Customer: if the order is seized and cannot be recovered because attempts to deliver were unsuccessful, and you were unreachable.
Delivery to US
If you’re a US customer ordering from one of our international brands or partner boutiques, US Customs may ask for your IRS, EIN or SSN number before authorising delivery to your address. Don’t worry – you’ll usually have one week to provide this information before your order is returned to its original location for a refund.
Need more information? View our Terms & Conditions
How to return
As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet.
When returning your items, please include any accessories, branded boxes or cases that came with your order, in the reusable Shikpoush packaging. If anything is damaged or missing from your return, you may not receive your refund.
Whether you arrange a collection or drop off your return, you’ll need to do this from the country or region you ordered to.
Here’s what you need to do:
Go to Orders & Returns if you have an account.
Find the order you want to return and click Return Item(s)
Select each item and your reason for returning
There are two ways to return your items. Depending on your location, one will always be available.
1. Book a free returns collection Select your collection address and number of packages, schedule a collection date, suitable time and click Book Collection
2. Return for free at a drop-off point near you Select the in-store or drop-off option in your account and take the return to your chosen Shikpoush partner boutique or courier drop-off point
Prepare your return
Place the item inside the Shikpoush packaging - don't forget any brand boxes, dust bags, or cases
Attach your Return Label to the outside of the Shikpoush packaging. If you’re returning multiple beauty items that arrived in separate boxes, please package them the same way they arrived with new Return Labels
If you received a Return Note with your order, attach it to the outside of your package
Give the Waybill Doc to the courier. Make a note of the Waybill Number to track your return
When your package is collected or dropped off, make sure you ask the courier to scan the label so you can track your return.
Need to reschedule your return collection? You can do this by heading to Orders & Returns in your account.
Returns from different brands or partner boutiques should be packaged separately and the correct Return Label attached to the outside of each Shikpoush package.
All the documents you need to return your item should be included in your Shikpoush package.
Returns Policy
We accept returns within 7 days, starting from the day your order was delivered.
Returned items must comply with our returns policy:
• Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included
• Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned
• When trying on footwear, please do not mark the soles or damage the shoe box
• If an item has a Shikpoush security tag or brand tag attached, it must be returned with the tag in its original position
• Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact
• Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged packaging, where applicable
• Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled
• Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you
• Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it
• Made-to-order items cannot be returned as they have been created to your specification, unless the item arrives damaged or faulty when delivered to you
Please be careful when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
Customers are liable for any returns made at their own expense, which do not use our standard return service. If returning from a country different from the country in which the order was received, customers must bear the return costs and be liable for the return. This excludes orders in which an incorrect item was received or was damaged, or faulty.
To create a better shopping experience for our customers, we offer a flexible returns policy. We monitor the number of returns and reserve the right to close your Shikpoush account or restrict future orders if your return behaviour is in breach of our Returns Policy. Read our Terms & Conditions here.
Cancelling an order under the Consumer Contracts Regulation
Depending on where you live, you can also choose to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) 2013 Regulations (CCRs). If you would like to cancel your order, you must notify us of your wish to cancel within 14 days from the date your order arrived using one of the methods set out below. If you choose to cancel your order (or part of your order) before it has been prepared for shipment (usually when the shipping label is printed), the items will not be sent out to you and you will receive a full refund, including shipping costs. If you choose to cancel your order (or part of your order) after it has been prepared for shipment (usually when the shipping label is printed), the items will need to be returned. Once the returned products have been received and accepted, you will receive a full refund, including shipping costs. Your statutory rights in relation to cancellation/withdrawal (as set out in section 10 of the Terms and Conditions) are not affected. Once you notify us, you will be responsible for the cost and arrangement of returning the items to the Shikpoush brand or partner boutique you ordered from.
For more information on cancelling an order under the Consumer Contracts Regulation (CCRs), view our Terms & Conditions.
To cancel a contract, you must inform us, preferably:
• By telephone on +97153459297, giving us your name, address and order reference; or
• By completing and returning this cancelation form to the address specified in the form.
Refunds
Once your return has been received by our brand or partner boutique, it can take up to 6 calendar days to process. If your return has been accepted, your refund will be processed to the original method of payment used to place your order, excluding any delivery costs. Where applicable refunds can take up to 14 days to show in your account, depending on your payment provider.
To track the return of your package, use the Waybill Number from the Waybill Doc included in your order. Or check the status of your return by going to Orders & Returns in your account.
Refund to your Shikpoush account
Note: this section is not applicable to you if you are located in Japan, South Korea, Taiwan, Hong Kong, Macau, Australia or India.
To improve your shopping experience with us, when you request a return through your Shikpoush account, you may have the option to select to receive a refund to your Shikpoush account for use on your next purchase on Shikpoush. The refund amount visible in your Shikpoush account will automatically be applied to your next purchase on the Website, subject to an expiry date of 5 years starting from the date your return is accepted (see rules on expiry date below).
Shikpoush is authorised (as agent on behalf of our Partners) to offer you the option to receive your refund to your Shikpoush account. If you select this option, and your return is accepted by the Partner, Shikpoush (acting in accordance with its authorisations of its Partners) will apply this to your next purchase on the Website. By selecting to receive your refund to your Shikpoush account, you acknowledge that you have exchanged your right to receive a refund from the Partner.
Please note that:
● Refund to your Shikpoush account will expire 1 years from the date the return is accepted, as shown in your Shikpoush account. If you do not place an order before the specified expiry date, the refund amount will no longer be available to use in a future purchase.
● Shikpoush will automatically apply all visible amounts to your next purchase on the Website, where such purchase is made before the specified expiry date. If the value of your purchase is lower than what is visible in your Shikpoush account, the difference shall remain in your account and shall be used on your next purchase on the Website.
● Refund to your Shikpoush account cannot be redeemed, converted to cash, withdrawn or transferred to anyone else. Shikpoush reserves the right to expire any refunds to your Shikpoush account at its discretion if the return involved fraudulent activity, or due to fraudulent activity on your account.
Refunds in cryptocurrency
If you have used cryptocurrency to pay for your order, once your return has been accepted by our brand or partner boutique, your refund will be processed by TripleA in the original cryptocurrency at the current exchange rate. Our payment provider, TripleA will use the email address you provided at checkout and email you as soon as your refund has been processed.
To claim your refund, you'll need to email TripleA with the following information:
- Full Name
- National ID, Passport or Business Registration Number
- Country of Residence
- Crypto Address to receive your refund
Once you've provided the requested information, your refund will be processed by Triple A and they will send you a confirmation email. You'll need to claim your refund from TripleA within 30 days of being emailed.
When a refund is successfully claimed by you, the crypto should return to your wallet within the same business day, depending on how congested blockchain is. If you need any help, please contact TripleA's Customer Service team on [email protected]
Faulty items
If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our global Customer Service as soon as possible.
We'll liaise with the Partner, and if applicable, arrange for the return of the faulty product. You may have the option to select a full refund to your original method of payment, or a refund to your Shikpoush account, where available (which will be subject to the terms specified above in "Refund to your Shikpoush account" section.
Made-to-order items
Due to the nature of made-to-order items, and the fact they have been specially created for you, we can not accept returns unless the items are damaged or faulty when delivered to you.
Pre-owned items
Pre-owned items sold at Shikpoush are checked prior to sale to guarantee their quality and precision. These items should be treated with care and returned in the same condition they were received.
If any of your purchases arrive in a flawed or faulty condition, or without Shikpoush and brand tags attached, contact our global Customer Service team.
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