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:
Pre-Order
Order Terms
Please note, we have a minimum order value of £10 for any orders to go through and to be confirmed.
We only ship within the UK.
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 encounter an error when first entering your credit card details, it may be due to a missed field or an error in the information provided. Any such error will be highlighted in red, and you will be prompted to re-enter your details.
If your details are correct but the page remains stuck on ‘processing payment’ after submission, it could be a browser-related issue. We recommend using the latest version of your internet browser. If the issue persists, please contact us.
If your order has been successfully placed, you will receive an email confirmation. You can also view the order in your order history, provided you created an account during the checkout process.
Is my credit card secure?
Yes, we use a range of security measures to ensure the privacy and protection of your personal information. It is safe to use your credit card on our ordering platforms. Shayona does not scan, capture, or store any credit card details. All payment information is handled securely by trusted payment gateway providers such as PayPal.
Will you share my information with anyone?
We do not share or sell information to third parties, nor do we use any 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 cannot amend your order or charge your card without your authorisation. This ensures that only you can approve any payments.
If you wish to add items to your order, please email us at sales@shayonauk.com, and a member of our team will assist you. We may need to send you a separate payment link for any additional charges.
What if we are unable to fulfil some items in your order?
If an item you ordered online is out of stock for delivery, a refund will automatically be issued to the same card used for the purchase. Please allow 3–5 working days for the refund to appear in your account.
In some cases, we may send substitute items of a similar type or weight if the original product is unavailable.
Can I cancel or modify my order?
Once an order has been dispatched, it cannot be cancelled or amended. However, if you wish to make any changes or cancel your order before receiving the dispatch notification, we will do our best to assist.
Please contact our team by replying to your confirmation email or by emailing us at sales@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 carefully check your order to ensure all the items you have requested are included. You will be informed of any items that are out of stock or unavailable.
If you find that something is missing from your order upon delivery, please contact us by email within 2 days of receiving your order, and we will resolve the issue.
What if I was sent an incorrect item?
If you have received an item that is different from what you ordered, please contact us via email within 2 days of receiving your order and we will rectify the issue.
Please note that we may require photographic evidence to verify any problems that 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.
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.
Why do some of the prices differ from in-store or the packaging?
While the majority of our items are fixed weight, a small number of our fresh products are priced by weight. Those prices shown online or in the app represent the average cost based on a large number of containers. We strive to offer the most competitive pricing possible.
To maintain this service, we do apply delivery charges and a small frozen goods surcharge. Without these, it would not be viable for us—or any independent online retailer—to offer an online ordering service.
Despite rising transport and service costs, we have made every effort not to pass these increases on to our customers, and as a result, we have maintained the majority of our pricing structure for over 12 months.
Please note: Frozen product prices include a small surcharge to cover the additional shipping and packaging costs, which does not apply to the same items when purchased in-store.
Will there be more products added in the future?
Yes! We’re continually adding new products and regularly updating our website. If you have any suggestions or product requests, please feel free to email us at contactus@shayonauk.com.
I'm a retailer/restaurateur, Can I stock your products?
Of course, please visit our page below for more details:
Wholesalers, Retailers and Restaurants
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.