FAQs

Shayona Store Frequently Asked Questions

Delivery Terms:

Please see below for further Information:
https://shayonauk.com/policies/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:

https://shayonauk.com/policies/refund-policy

What payment methods do you accept?

- We accept nearly all major debit/credit cards via the online store
- We cannot accept cash or cheques, so all payments must be made by card.

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.

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.

How will I know if an item is in stock?

All items displayed on the website are in stock. If the item is sold out, you will not be able to add it to your order.

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.

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 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

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.

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

Please note all pictures shown on our website are for illustration purposes only and the actual product may vary.