FREQUENTLY ASKED QUESTIONS

 

NOTE: Our services are generally not intended for persons under the age of eighteen (18) years (or age of majority of the individual's relevant country). If you are under this age, please do not view, use, register for, or subscribe to, the Services. If we learn that you are under eighteen (18) years of age or any other majority age in your country (or fraudulently misrepresented your age during the registration process, if applicable), we will promptly cancel your registration, or subscription, if any, and stop providing you the Services. 

 

HOW DO I PLACE AN ORDER?

Depending on availability and shipping restrictions, purchases may be made directly through hausofshea.com. You can contact us at 718-808-5221 or via email at contact@hausofshea.com. Voicemails and emails will be responded to within 2-3 business days. 

 

WHAT ARE YOUR HOURS OF OPERATION?

Please note we are available Tuesday-Friday from 11AM-6PM(EST) and Saturday 10AM-5PM(EST), excluding holidays.

 

CAN I CANCEL OR MODIFY MY ORDER?

Preorders and Backorders (except personalized or made-to-order) that have not yet shipped can be cancelled by contacting 718-808-5221 or via email us at contact@hausofshea.com, as soon as possible. Orders for items immediately available cannot be cancelled or modified once they have been successfully submitted. We advise you to follow the return instructions included in your package, or refuse the shipment upon delivery, and it will be returned to our attention. Please allow 7 to 14 business days for your refund to be processed once it arrives to our warehouse. Made to order items and personalized items are considered final sale and cannot be returned to Hausofshea.com for a refund. Once a Made to Order has been confirmed, it cannot be cancelled.

 

WAS I CHARGED TWICE?

Your credit card will only be charged once after your order ships. If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within (48 – 72 hours). If you need help speeding up the process, you can contact the issuing bank of your credit card. Please only click the “Place Order” button once to avoid multiple authorizations.

 

WHY DID I GET AN ERROR MESSAGE WHEN ENTERING MY BILLING INFO?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

 

MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.
Please only click the “Place Order” button once to avoid multiple authorizations.
If you continue to receive error messages, please contact Customer Care at: contact@Hausofshea.com .

 

HOW CAN I CANCEL OR CHANGE MY ORDER?

We are unable to cancel orders once placed. If you need to make a size modification please email us immediately contact@hausofshea.com. We generally process orders in stock items immediately, and once our warehouse has processed your order, we will be unable to make any changes.

 

HOW DO I REPAIR AN ITEM?

-Haus of Shea offers A repair service for HOS products purchased from HAUSOFSHEA.com for a small FEE that is estimated upon visual override sent to email Contact@hausofshea.com .After images have been overlooked you will receive email with address and details for Products to be brought to the NYC showroom or mailing address.

 

HOW CAN CLEAN MY GARMENTS?

HOS strongly suggests Dry clean only.Wash at your own risk

 

HOW CAN I FIGURE OUT WHICH SIZE TO BUY?

Please see our Size Chart for general information on sizing located on the product page.  If you still have specific questions about a fit of an item or measurement guidelines, please email us. 

 

THE ITEM THAT I LOVE IS SOLD OUT. HOW OFTEN DO YOU RESTOCK?

New items can sell out quickly, but we may get more soon! Please contact us by email so we can further assist you. 

 

HOW LONG DOES IT TAKE TO PROCESS MY EXCHANGE OR STORE CREDIT?

Once we have received your package, your request will be processed within 7-14 business days. You will be notified via email at the address listed on your account when this transaction has taken place.

Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. 

 

WHY WAS MY ORDER CANCELED?

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. In any event if the customer decides to cancel order before it is shipped please allow 48 hours for customer care to cancel and process any refunds. If your order comes through our system as potentially fraudulent or fraudulent, it will be cancelled IMMEDIATELY. If you purchase on our website with a fraudulent card, you will be reported to your local authorities and sent to collections for the amount that was charged. 

 

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

We cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

If you refuse a shipment from Haus of Shea, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Haus of Shea. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

 

Have a question we have not answered? Please feel free to contact us at contact@hausofshea.com