Frequently Asked Questions (FAQs)

Where is my order?

We'll send you an email or SMS once your item has been dispatched, with the expected arrival date and a link to track your order.
Alternatively, you can find tracking information in your order details on the Track My Order Page on our website. If an order includes multiple items, each may have separate delivery dates and tracking information.

Can I adjust my order?

We’re unable to make any changes to your order once you’ve hit the ‘place order’ button,
this includes the following:
Changing the item or size

Delivery/billing address

Adding items to your order

Shipping method

Please contact us as soon as possible at info@sanshairu.com to make any other changes to your order.

IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.

What if my order arrives damaged?

If you realize that the package is damaged before accepting the delivery, please do not accept the delivery and immediately inform us.

If you have accepted the delivery, and then realized that the package is damaged, please feel free send us a message through our helpdesk within 24 hours of receiving the package. For details please refer our Refunds Policy page.

I want to cancel my order

Please contact us as soon as possible at info@sanshairu.com and we will proceed with the cancellation of your order. You will not be charged for anything.

How long does it take to get my refund?

We process your refund within 5 business days. Once the refund is processed, the refunded amount will be returned to your original payment method within a few days.
Exactly how long this process takes depends on your payment method.
Credit Card (Visa, Mastercard, American Express, Maestro and Diners Club)**
Visa, Mastercard and Maestro take up to 2 working days.
American Express takes up to 3 working days.
Diners Club takes up to 5 working days.
PayPal - Takes up to 5 business days
Alipay - Takes up to 5 business days

WeChat Pay - Takes up to 5 business days.
Net Banking - Takes up to 7 business days

I still haven’t received my refund

Depending on the country you're from & the returns courier you
your item(s), delivery times back to our warehouse can vary, so please
before contacting our team!
Please note that once your items have been , it can take
up to 7 days for your order to be processed and your refund to be actioned.
It can then take 5 days for your refund to appear in your account after
processed.
If your return is marked as delivered, sit tight, our returns team will be
once the return has been processed to confirm your refund.
But if you need to get in touch with Customer Support about your
your messages:
Proof of postage (like a receipt or the sticker on the package)
The tracking numbeŸr
ŒYour order number
We'll then get back to you as soon as we can!

Can I apply promo code

You can apply promo code during checkout before making the payment.
If you face any issues, please send us a message with your promo code and we'll assist you

I need to generate Invoice

Please send an email to info@sanshairu.com and we will  send you an email attaching your invoice once the item is delivered.

How do I make changes to the invoice?

If you want to make a change to the invoice (for example, the billing address, reference), then send us an email at info@sanshairu.com.
In this message, clearly state what you would like to have changed. Please note that editing the invoice can take up to 5 business days.

I live outside the UK - why am I not able to order some products to my country?

Because of shipping and import restrictions, we can't deliver some products to countries outside the UK or Europe. Here are the restrictions:
Products classed as food or drink cannot be shipped to addresses outside the EU. This includes items like our souvenir chocolate bar and chocolate coins.
Liquids such as toiletries cannot be delivered outside of the UK.
Joie products cannot be delivered outside of the UK.
Levi's products cannot be delivered outside of Europe.

You’ve sent me the wrong item

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
 Your order number
 The name of the item you did not received
 The name of the item you received in it's place
 A clear photograph of the item you have received, including logo

Once we've received the above info, our Customer Support team will get this sorted for you ASAP!

You may be asked to return the incorrect item back to us through our returns process. See our `Returns` page, if you're not sure how to do this.
ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

I am missing an item from my order

In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently.
 Your order number
 The name of the item you did not receive
Once we've received the above info, our Customer Support team will get this sorted for you ASAP!
ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

Where do you ship?

We currently ship world-wide but there are some restrictions and we will reach out to you and refund your money if its not possible to ship to your country.

Undelivered package

A package may be undeliverable if:
The package is damaged in transit.

The recipient refused delivery.
The address given is incorrect. Always check your address before placing an order.
Nobody is available to accept the delivery after multiple attempts.
All undeliverable packages are returned to us and we issue a full refund (if the payment is already made).
Our courier partners can't retrieve and deliver an undeliverable package, even if it is at a local courier station. If you still wish to purchase the item, place a new order.

I want to change my delivery / shipping address, how can I change it?

You can only change till such time that we have not billed and shipped
can add/remove landmarks from the address however changing of
shipping address cannot be done. You can send us a message at info@sanshairu.com for address change. 

For completely changing the address, you can always place a new order and ask us to cancel the previous order.

Delivery status shows delivered but the order is not delivered

We apologise for this experience.
Most packages arrive on time, but, sometimes, the tracking may show as "delivered" and you don't have your package.
If your order consisted multiple items and only few were delivered to you, it's possible that the other items in your order were dispatched in another shipment. To confirm, check Track My Order Page.
If that's not the case

If this doesn’t help, please reach out to us by sending a message at info@sanshairu.com and we’ll get back to you as soon as possible.

I want to opt out of the e-mail list, how can I do so?

You can click on the unsubscribe option in the e-mail received by you to unsubscribe from that type of e-mail.

I haven’t received/can’t find my order confirmation email – how do I check my order has been accepted?

Depending on your email provider and your email settings, your confirmation email might have gone into your Junk or Spam folder. Please check there first.
If you still can't find any instance of the order please send an email at info@sanshairu.com and we will be able to send you a PDF of the order details.

Payment failed or pending

Payments made on website can sometimes fail or remain in a pending stage. If you are facing this issue, you have the option to revise your payment.

Payments can fail for the following reasons
- You enter incorrect credit or debit card details, e.g. name on the card, card number, CVV, 3D secure PIN and expiry date. In case of an American Express card, your transaction can fail if your billing address PIN code is incorrect
- You provide card details that are no longer valid or need to be updated
- Your bank is going through an outage
- You close or refresh the page or go back to the previous page while the transaction is being processed by your bank
- The connection between our website and your bank fails due to some technical issues and the transaction cannot be completed
- Your card may be blocked for online transactions
- You use a card that's not currently accepted on our website.

What payment methods do you accept?

You can purchase on our website using a debit card, credit card, store credits or net banking.
We additionally offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay.
You can chose these payment methods at checkout.

Why is my card being declined?

If your credit card was declined, it’s normally to do with your bank’s automated fraud systems, and not with our our payment processor. If this happens to you, please make sure your credit card information is correct and try to submit it at least three times.

If the transaction still doesn’t go through, you will need to call your bank to clear the transaction. Every time our payment processor submits a charge request to your bank, its automated systems determine whether or not to accept the charge. In order to determine
this, our payment processor takes several things into consideration, including account balance and card expiration date.

Are payment and shopping on your site safe & secure?

Totally. our checkout page uses ssl, and you can pay via card or paypal. happy shopping.

Do you accept bitcoin or any form of digital currency?

We are currently in the process to add this functionality to our website. Please hang tight we'll let you know once cryptocurrency can be accepted by our website.

What currency will I be billed in?

Subscriptions will be billed in US dollars, euros, or pounds sterling. If you are outside any of these regions (USA, EU, or UK), you will be billed in US dollars.
Your bank will apply the corresponding conversation rate of the currency you choose.

Invoice provided was incorrect

You should send us a message indicating the incorrect details. Our team will definitely try to modify the invoice.
In this message, clearly state what you would like to have changed. Please note that editing the invoice can take up to 5 business days.

What is Afterpay?

Afterpay is a payment service allowing us to offer customers the ability to make purchases instantly and then pay for them in four equal payments made every 2 weeks without anyinterest.

How does Afterpay work?

Place an order with us using Afterpay as your payment method. You'll then be required to pay for the order in four installments, due every two weeks. Even better, it's completely interest-free when you pay on time!

 Who can use Afterpay?

Afterpay is available on our following webstores
USA

Australia & New Zealand

Canada

What is a coupon? I have received a promotion coupon code
how do I use it?

We introduce various promotions from time to time. To enable you to take benefit of these promotions, you are provided with relevant promotion coupon codes.
In order to take benefit of the discount / promotion, you will need to enter the promotion
coupon code in the space provided for it in your shopping bag, and click the "Apply" button
next to it.
Your coupon will be applied ONLY after you confirm your order by clicking on the Place
Order button later in the checkout process.
Multiple coupons cannot be used on a single order.