General

Is it necessary to have a customer account to make a purchase on shan.ca?To make purchases on shan.ca it is not necessary to have a customer account. It is still advisable to create your account to access pages, exclusive offers and purchase / return history. Forgot your password? Enter your email address to reset it. How can I sign up for the newsletter? You can register by entering your email address in the form at the bottom of the homepage.

 

Online Orders

How can I check the status of my order? Contact our Customer Service for any request. How can I request information about a product that is no longer available? Contact our Customer Service for any request. Where can I find technical information about our products? On each of our product pages you will find information on the composition, size chart and product care. Where can I find the size chart? On each of our product page and at the bottom of our home page. Can I add products to an existing order? It is not possible to add products to an existing order. You must place a new order. Are online transactions on shan.ca secured? Online transactions received are secured and encrypted with PayPal commercial services. How can I track my order? We will send you your tracking number, type it in the tracking section on the carrier's website, Canada: Canada Post USA / International: UPS.

 

Returns and exchanges

How can I return a product? To make a return, please fill in the return card provided by indicating, your order number, the style, the color and size of the item(s) you wish to return and the reason for your return. How many days do I have to return a product? Any on sale items are final sale. There is therefore no exchange or refund possible. Regular priced items can be exchanged and returned in their original condition, ie unworn, unwashed and unaltered, with all tags in place within 14 days of receipt of the order. How long does it take to get the refund if you return? A minimum of two working days after the items are received at our head office (maximum period of 14 days). Can I return my purchase in a store? Items purchased online can also be returned to a SHAN store with the invoice received in your package. The refund will not be issued in store but processed in the same method as the initial payment. What should I bring to the store to make the return? The invoice received in your package and a piece of identification.

 

Payments

What are the forms of payment accepted? Accepted payment methods for online purchases are: credit cards, Visa, Mastercard, American Express and PayPal. The billing address and the address registered with the chosen payment method must coincide. When will the amount be debited? The amount will be debited on the chosen method of payment only after the acceptance and the sending of the order. You will receive an email confirmation of purchase. Why are my credit card or other payment methods being declined? If you receive a notification informing you that the payment method has been refused, check that: Details of the card or payment information have been correctly entered; that the security code is correct; that the credit card is not is not expired. If all information is correctly completed, contact your bank or the payment service provider.