FAQs

We offer free shipping within Australia with the condition that a delivery can take up to 45 days. We do not hold all stock items in our warehouse. Our products are sourced from the best suppliers from within Australia and from overseas countries. If the product is coming from an overseas supplier we are unable to provide an exact delivery time. Many of our products are hand crafted items from craftsmen in remote villages of Nepal, India, Tibet, China and the Middle East. This trade route is known as the Silk Road. It is an ancient trade route and so are the delivery services. We apologise for any inconvenience this may cause.

We offer a full refund if your order does not arrive at your provided address within the 60 day guaranteed period.

If your order hasn't arrived within 60 days, you can submit a refund request via Email at the Contact Us page.

Any product bought through the site is guaranteed if the items you received are not as described. If your item is significantly different from the product description, you can A: Return it and get a full refund, or B: Get a partial refund and keep the item. You can submit refund requests up to 15 days after your order has been completed.

If your order isn't as described, you can submit a refund request via Email at the Contact Us page.

The following situations are not included:
1. An item you claim is not as described, but the Vendor can prove that it is.
2. Items are as described, but you no longer want them (unless the Vendor offers Easy Returns)

To Shay does not provide reimbursement for costs related to return shipping, customs fees, taxes, postal fees. 

• When the Refund Request is received a Return Authorisation Number will be provided for your return item. Please make sure you first agree on the shipping method and who will pay the return shipping fee.
  
  
• If for any reason you are not 100% satisfied with your purchase we offer a full refund within 15 days of receipt. Please contact us via email to obtain a Return Authorisation Number, before returning your product in good condition and with original packaging, at your own expense. 
  
  
• Once your return item is received, a full refund will be given within 10 business days.
  

• Only items with a Refund Request submitted within 15 days of receipt of your shipment. 
  
• In original condition 
  
• Unused, Unwashed and Unworn 
  
• In the original packaging
  

• Goods which have been taken out of their original packaging cannot be sold again by the Vendor and can therefore not be returned.
  
• Goods should be returned in the exact same packaging as in which they were received, including accessories, manuals, invoices, tags, etc.
  
• Goods or accessories which show signs of being used or damaged will not be accepted for returns.
  
• Goods that have been washed, worn, damaged or had tags removed from, will not be taken back by the Vendor.
  
• Jewelry, watches, accessories, glasses or similar products which have been used, customised, carved, changed or damaged can also not be returned.
  

• Once your return item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
• If you are approved, then your refund will be processed back to the original payment method used to purchase the order. Typically, you can expect your payment provider to credit you for your refund within 14 business days.
  

To track your order delivery status, select the Track Order link in the footer section of this website. This will provide you with the most recent and detailed information about the delivery status of your order. Select opt in to get an email notification when the shipping status changes.

Information from our merchants’ customers

What information do we collect and why?

• We collect our merchants’ customers’ name, email, shipping and billing address, payment details, company name, phone number, IP address and device data.
  • We need this information to provide merchants with our Services, including supporting and processing orders, authentication, and processing payments. We also use this information to improve our Services.

When do we collect this information?

• Information is collected when a merchant’s customer uses or accesses our Services, such as when a customer visits a merchant’s site, places an order or signs up for an account on a merchant’s site.

• Technical support is only provided to paying Account holders and is only available via email.
• The Terms of Service shall be governed by and interpreted in accordance with the laws of the Province of Ontario and the laws of Canada applicable therein, without regard to principles of conflicts of laws. The parties irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of the Province of Ontario with respect to any dispute or claim arising out of or in connection with the Terms of Service. The United Nations Convention on Contracts for the International Sale of Goods will not apply to these Terms of Service and is hereby expressly excluded.
• You acknowledge and agree that Shopify may amend these Terms of Service at any time by posting the relevant amended and restated Terms of Service on Shopify’s website, available at https://www.shopify.com/legal/terms and such amendments to the Terms of Service are effective as of the date of posting. Your continued use of the Services after the amended Terms of Service are posted to Shopify’s website constitutes your agreement to, and acceptance of, the amended Terms of Service. If you do not agree to any changes to the Terms of Service, do not continue to use the Service.
• You may not use the Shopify service for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws), the laws applicable to you in your customer’s jurisdiction, or the laws of Canada and the Province of Ontario. You will comply with all applicable laws, rules and regulations in your use of the Service.
• You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service without the express written permission by Shopify.
• You shall not purchase search engine or other pay per click keywords (such as Google AdWords), or domain names that use Shopify or Shopify trademarks and/or variations and misspellings thereof.
• Questions about the Terms of Service should be sent tosupport@shopify.com.
• You understand that your Materials (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit Card information is always encrypted during transfer over networks.
• You acknowledge and agree that your use of the Service, including information transmitted to or stored by Shopify, is governed by its privacy policy at https://www.shopify.com/legal/privacy
• The Terms of Service may be available in languages other than English. To the extent of any inconsistencies or conflicts between these English Terms of Service and Shopify’s Terms of Service available in another language, the most current English version of the Terms of Service at https://www.shopify.com/legal/terms will prevail.