Refund policy
Effective Date: 10 May 2026
At Shahana Collection, each piece is individually secured and prepared through our curated designer network upon order. As a result, our fulfilment model differs from standard stock-based retail.
We encourage customers to carefully review product descriptions, size guides, measurements, estimated fulfilment timelines, and product imagery before placing an order.
MADE-TO-ORDER FULFILMENT
Most products available through Shahana Collection are sourced and prepared on demand once an order is placed.
As each order enters designer preparation shortly after confirmation, returns, exchanges, or cancellations based on personal preference cannot generally be accommodated once processing has begun.
Preparation and dispatch timelines may vary depending on the designer, collection, and seasonal production schedules.
CANCELLATIONS
Cancellation requests may only be considered within 24 hours of placing an order and before designer processing or sourcing has begun.
Once an order has entered preparation, sourcing, or production, cancellations cannot be accommodated.
Ready-to-ship items may not always qualify for cancellation once fulfilment preparation has started.
RETURNS & ELIGIBILITY
Returns are only considered in the following circumstances:
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incorrect item received,
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verified defect or damage,
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item unavailable after confirmed purchase,
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significant fulfilment discrepancy reviewed and approved by our team.
To request a return review, customers must contact our support team within 48 hours of delivery at:
Please include:
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order number,
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product name,
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clear images of the issue,
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detailed explanation of the concern.
Returned items must:
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remain unused and unworn,
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include original tags and packaging,
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be returned in original condition.
Returns submitted without prior approval may not be accepted.
Items that have been worn, altered, or show signs of use — including fragrance, stains, or wear marks — are not eligible for return or exchange, regardless of the reason for return. By wearing an item, the customer acknowledges acceptance of the goods received.
REFUNDS
Approved refunds will be processed to the original payment method within approximately 14 business days after the returned item has been received and inspected.
Shipping fees are non-refundable except in cases involving incorrect items or verified fulfilment errors caused by us.
We do not reimburse independent return shipping costs unless explicitly approved.
Where appropriate, exchanges or store credit may be offered instead of refunds.
PRODUCT VARIATIONS & CRAFTSMANSHIP
Many products available through Shahana Collection involve handcrafted embroidery, embellishment work, dye processes, and designer production techniques.
As a result, slight variations may naturally occur, including:
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embroidery placement,
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embellishment positioning,
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stitching details,
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fabric tone,
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finishing elements.
Minor variations of this nature are considered part of the made-to-order designer process and do not automatically constitute faults or defects.
Please note that embellishments may naturally shift slightly during handling or transit and are not necessarily regarded as manufacturing faults.
RETURN SHIPPING RESPONSIBILITY
Customers remain responsible for returned items until they are successfully received by us.
We strongly recommend using a tracked and signed delivery service when returning approved items.
Shahana Collection is not responsible for returns lost or damaged during transit back to us.
POLICY COMPLIANCE
By placing an order through our website, customers acknowledge and accept the made-to-order nature of our fulfilment process, associated preparation timelines, and the terms outlined within this policy.
We reserve the right to refuse returns, refunds, or exchanges that do not comply with this policy.