FAQs
Shayona Store Frequently Asked Questions
Delivery Terms:
Please see below for further Information:
Shipping Policy
Returns & Exchanges:
Our refunds and exchange policy lasts for 14 days from the date of delivery of your order.
For full explanation on refunds and exchanges please see the link below:
Why do some of the prices differ from in-store or the packaging?
All of our fresh products are priced by weight, the online/app price is the average cost of the product across a large number of containers.
The pricing is the most competitive price we can offer as this is already being subsidised by us. If we didn't charge for the delivery or the frozen surcharge, we would not be in a position to undertake online ordering, as is the same for all independent online retailers. With rising costs in transport and services, we have tried to make sure this is not passed onto the customers and so we have not changed the vast majority of our pricing structure in over 12 months.
All frozen product prices contain a small surcharge for shipping and packaging costs, in comparison to frozen products purchased in-store.
Warehouse and Office Timings
Please note, our office and warehouse timings are Monday to Friday, 9am - 4pm.
No orders will be dispatched and emails will be not be replied to outside of these hours.
Collections from our delivery partners are between 2pm and 3:30pm daily. We have no control as to when the delivery partners come to pick up the parcels. No one day is the same.
Pre-Order
What payment methods do you accept?
- We accept nearly all major debit/credit cards via the online store
- We cannot accept cash or cheques.
When is payment taken?
Payment for your order is taken and charged during the checkout process.
What happens if I have a problem when I go to pay?
If you receive an error the first time you enter your credit card details, it may be that you have forgotten a field or made an error when entering your details. The cause of such an error will appear in red and you will be instructed to add your details again.
If you enter your details correctly but, after you submit your details, the page seems frozen on ‘processing payment,’ this may be an issue with the browser you are using. We always recommend using the very latest version of your internet browser. If this persists, please contact us. If your order has gone through correctly, you will receive an email confirmation and will be able to see the order details in the order history section of your account if you have created an account when placing the order.
Is my credit card secure?
Yes, we use a variety of security measures to keep the privacy and safety of your personal information. Using your credit card on our ordering platforms is safe. Shayona does not scan, capture, or store credit card information at all. The credit card information is only used by the payment Gateway service providers such as PayPal.
Will you share my information with anyone?
We do not share or sell information to third parties, nor use personal information for any reason other than its intended use.
Post-Order
What if I did not receive my order confirmation email?
Please allow up to 1 hour for your email to come through. If you have still not received it, thereafter, please send us an email on contactus@shayonauk.com
What if I want to add something to my order after I have paid?
We do not store your personal data and therefore don’t have the rights to add to your order and automatically charge you for the change. This is to ensure that only you can authorise payments to your card.
If you need to add something to your order, please email us at sales@shayonauk.com and someone from the team will try and assist you. We may need to send you a link for any extra payments.
What if we are unable to fulfil some items in your order?
If an item, you ordered online is not in-stock for delivery, a refund for that item will automatically be placed to the same card used to place the order. Please allow 3-5 working days for the refund to appear in your account.
On some occasions, we may send substitute items of the same kind/weight if the product is out of stock.
Can I cancel or modify my order?
Once an order has been shipped it cannot be cancelled or modified. However, if you need to change or cancel prior to getting shipped notification we will accommodate your request.
Please get in contact with the team by replying back to your confirmation email or emailing us atsales@shayonauk.com.
Frozen Items Date/Location Change
Shayona cannot be held responsible if items of your order, including frozen items, are spoiled if you, the customer, changed the delivery date or delivery location. All the effort is made to ensure your products reach you in the best possible condition. Many orders are booked in as priority and/or next day deliveries due to the nature of the products in your order. We will use our discretion in issuing any refunds due to this. Not one order will result in the same outcome.
Post-Delivery
What if one of the products that I ordered is missing?
During the packing process, a member of the Shayona Team will go through your order and ensure all the items that you have ordered are packed. They will inform you of any missing/out of stock items. if there is something missing, please reply to the order confirmation email and we will be able to assist.
What if I was sent an incorrect item?
If you have received an incorrect item from one that you ordered, please contact us via email within 3 days from the point of delivery of your order and we will rectify this.
Please note, we may require you to send us photographic evidence to verify any problems which may have occurred.
What if any items are damaged?
If you have received items which are damaged, please contact us via email within 2 days from the point of delivery of your order and we will rectify this.
What if there was an issue with my item?
If you have any problems with your items, please contact us via email within 2 days from the point of delivery of your order and we will rectify this.
Some of my fresh items are spoilt.
If you have any problems with your items, please contact us via email within 2 days from the point of delivery of your order and we will rectify this.
Please note, we will require proof of the items being spoilt.
I'm a retailer/restaurateur, Can I stock your products?
Of course, please email contactus@shayonauk.com and we would be more than happy to answer any of your questions and discuss further.
Will there be more products added in the future?
Yes! We plan to add more products and we are updating the website frequently. If you have any suggestions or requests, please email on contactus@shayonauk.com
Seasonal Delivery Periods
The postal and other delivery services will be extremely busy over periods such as Eid, Diwali and Christmas delivery times may take longer than usual for which we cannot be responsible as these matters are beyond our control.
Please note all pictures shown on our website are for illustration purposes only and the actual product may vary.