ALANA

WE OFFER FREE SHIPPING ON ALL ORDERS WORLDWIDE - AND NO DUTY!

*COVID-19: CURRENT INFORMATION*

Dear customers,

the health of our customers and employees is our top priority. All measures are taken to maintain our range of services in the best possible way for you, despite current developments. We take the recommendations and advice of the Federal Ministry of Health very seriously and follow them closely. To protect our employees, we constantly adapt our safety precautions.

DELIVERY TIMES AND SHIPPING DELAYS

We're working hard to get your order to your door as quickly as possible while prioritizing the safety and wellbeing of our associates and customers. Due to the extremely high volume of parcels overwhelming courier services worldwide we are experiencing unusually lengthly delays to orders placed on our site. Please expect your order to take anywhere from 16-30 days to arrive. As the situation with COVID-19 evolves we will continue to keep you updated and move towards improving the wait times. We thank you for your patience at this time and want you to know this is simply a temporary situation. 

We'll send you a shipping confirmation email with tracking number the minute your package is on its way.

We kindly ask you to be patient should your goods not arrive at the specified time.  The current situation is challenging for all of us and we are doing our best to adapt our processes to the current situation.

PLEASE NOTE: Order placed between 04/15-06/10 are experiencing a 26-60 day delivery window to receive the order.

PROCESSING

Our general processing time is 1-4 business days. Please note, delays of up to 10 days may occur during promotional periods. Further, we cannot be responsible for delays incurred by our shipping couriers or any other circumstances beyond our control. Orders may be processed in 2 shipments for a faster delivery time, in this case the customer will receive 2 tracking numbers.

SHIPPING 

We offer free shipping on all orders! We ship directly from our distribution center and delivery times are based on the destination. These are estimated delivery times and do not include possible customs delays.

AUTHORITY TO LEAVE  

Please ensure you provide a delivery address that is open during business hours (preferably a business address) to ensure the safe delivery of your parcel. Where a delivery is attempted and no one is available to accept the parcel, your parcel will be left in a secure location. Please note we cannot be responsible for any lost or stolen parcels once they have been dispatched by us.

TAXES AND DUTIES

We are pleased to offer duty-free worldwide shipping! You will not be charged any additional duties upon delivery. 

REJECTED SHIPMENTS

Shipments failed to be claimed or rejected by the customer for any reason will be returned to Shady Lady Eyewear. A $30.00 USD return fee will be charged and the remaining amount will be refunded in the form of a store credit.

CHANGES TO ORDERS

We are unable to make changes to orders once they have been placed – this includes product changes and shipping changes. We are not able to combine orders or change items on an order. 

If your order is returned due to an insufficient address, we will charge a $5.00 USD return fee and issue a store credit for the remaining amount. It is your responsibility to contact the courier to redirect your order to the correct address. We will not be responsible if your order is delivered to the incorrect address you provided.

RETURNS AND REFUNDS

RETURNS POLICY

We are happy to offer customers store credit (in the form of a gift voucher) to the value of the returned item(s), on change-of-mind purchases if the returned item(s) is received:

• Within 14 business days of ordering (the date your order was delivered);
• In the original purchase condition- unworn, unused, unwashed and undamaged;
• With all tags, stickers and protective packaging attached and intact;
• In the original, undamaged product packaging, such as sunglass bag and box;
• With a copy of the original purchase receipt (detailing the order number, customer name, address and date of order).

Please do not return the product without first contacting our customer service team. We cannot guarantee a return if this process is not followed. To start your return process, please contact us: hello@shadyladyeyewear.com 

We will provide a return address. In your return please include your order confirmation. We also suggest purchasing a tracking number as we will not be responsible for you package if it is lost in transit.

REFUND POLICY

All products are individually quality checked before leaving our warehouse, shipped in protective packaging and delivered with a trusted shipping provider. On the rare occasion an item is deemed faulty due to manufacturing fault or defect, we are happy to provide a refund of the total purchase amount, or where possible provide a replacement product.

Products deemed faulty are considered to have material or manufacturing flaws that:

• would have stopped you from buying it, if you had known about the fault;
• are unsafe or create an unsafe situation;
• are significantly different from the images or description presented.

A refund will not be issued for any or all of the following reasons:

• If you changed your mind;
• If you accidentally ordered the wrong product;
• If you decided you did not like the product;
• If you found the item cheaper somewhere else;
• If you have no use for the product.

Provided the item(s) are deemed faulty upon return, we will not be responsible for refunding you for the shipping cost incurred to return the product for review. To ensure that this cost is included in your refund amount, please ensure an official copy of the return shipping receipt is included in the return package. Unfortunately, if this document is not provided at the time of return, we will be unable to process this cost as part of your refund.

If an item is returned and not deemed faulty by our team, you will not be refunded and any costs that were incurred to return the product(s) for review will not be refunded.

Please be aware that refunds can only be made to the payment method or credit card used for the original purchase.

Please do not return the product without first contacting our customer service team. We cannot guarantee a refund if this process is not followed. To start your refund process, please contact us: hello@shadyladyeyewear.com