- Shipping and Returns Policies
Shipping and Returns Policies
By purchasing our products, you agree to follow the shipping and return policy guidelines below:
Shipping and Delivery
Your in stock order will be shipped ASAP after receiving and delivered in 5 to 7 business days within continental United States via UPS Ground or U.S postal if not otherwise requested. If you request a faster or other ground service contact us by phone, fax or email and we will adjust the cost and charge you the difference. You will be charge extra fee for a shipping to Hawaii, Alaska, Puerto Rico, other territories and for international. Please submit your order and we will notify you by email or phone/ fax about an extra cost. We will send your item only if you accept the extra charges. Some of the items have an extra shipping fee because of their sizes or handling care. Just submit your item and we will let you know the extra cost and the special shipment procedures .For oversized items we use freight and trucking companies or customer’s choice carrier. If an unforeseen delay in shipping your order we will notify you by email. If you do not receive your order within the normal delivery timeframe, please contact us immediately.
At Sheherazade, our customer is our top priority and we are committed to our customer satisfaction. General merchandise items may be returned for a full refund less shipment cost or exchanged (goods must be in the original condition and packaging) within 10 days of receipt.Wholesale orders and items on Sale are neither refundable nor exchangeable Sheherazade will not refund the shipping charges for returned items nor pay for the shipping of returned items unless the items delivered were either not what you ordered or arrived damaged. In these cases, you must contact us immediately upon receipt and we will arrange for a pickup of the goods. It is unlikely that your products will arrive in unsatisfactory condition. However, please inspect your shipment immediately upon arrival. Any damages should first be reported to the carrier and then to Sheherazade by calling (212) 539-1771. Please save all original packaging (for insurance purposes), and to ensure that you qualify for a refund. Due to strict shipping and claim handling policies, damaged product claims will only be accepted and honored within 48 hours of receipt of merchandise. Please follow these requests in order to receive proper credit of the return.
How to make a return?
If you wish to make a return or exchange, please follow these steps within 10 days of receiving your order from us.
1. Contact us at Customer Service to get a Return Merchandise Authorization (RMA) number. Our store will only be able to accept return packages that are clearly marked with an RMA number.
2. Pack and seal your return securely in its original packaging. Clearly mark the RMA number of the outside of the box. Packages must be returned to us postage paid. We also recommend that you insure all packages, as you are responsible for any damage incurred during the return shipment. Sheherazade will not accept C.O.D. deliveries.
3. Ship the product to us, insured and postage paid to :
Tel 212-539 1771
Fax 212 539 1774
Please DO NOT return any merchandise without a return authorization. Once we receive the return in the same condition that it was sent to you, we will process the return. We will issue you a credit (in the same form as your payment) for the return ,or if goods are to be exchanged, we will send out to you the requested items. We will be sure to communicate with you about the return/exchange. Please note that our products are handmade by artisans and as a result, all have slight variations. Due to the nature of hand made products, dimensions, details and/or colors represented in our pictures may vary slightly. Natural variations in unique handmade products are not considered to be damages or defects. The subtle differences in each piece only enhance the beauty and value. You can be sure that your purchase is truly one of a kind – enjoy it for years to come! Customer Service At Sheherzade , we believe in complete customer satisfaction. Our goal is to make shopping on our site easy, pleasant and convenient. If you have any questions about our site, products or policies, please feel free to contact our Customer Service and we will be glad to assist you. Please note that many of our products can be custom designed to suit your needs. If you are searching for something in particular, please let us know. We are always interested in working with you, your designer or an artist to ensure that your needs are met. As most of our products are hand crafted by skilled local artisans, the creative options are endless.
Customer Service by Phone
Please call (212) 539-1771. Hours of operation are from 11 a.m. until 7 p.m. EST 7 days a week. At any other time, please leave a detailed message and we will be sure to get back to you the following business day. Customer Service by E-mail – Please write us at info@Sheherazadehome.com . If you are writing about an existing order, please be sure to reference your order number. Customer Service in Person – If you are in the New York City area, please be sure to visit our retail store, Sheherazade which is located at 121 Orchard Street New York, New York 10002. At our store, you will find an even greater variety of products showcased and unique inventory that is constantly being updated from buying trips to Morocco, Egypt, Syria, Turkey, Andalusia, and Central Asia. If you are having any trouble using our website, please contact us at (212) 539-1771.
Following up on Orders
If you wish to follow up on an order, please call or write us. We can assist you with tracking, changes, cancellations, exchanges and returns. Please have your order number ready when you call.