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Orders and Shipping
How long does it take to receive an order?
Once your order is placed, it takes us 1 to 2 working days to prepare it from our logistics center based in France.
The delivery will take 3 – 5 days to Europe, 4 – 6 days to USA / Canada and 6 – 9 days to other countries. Although we ship your order and provide the tracking number within 24/48 hours, it is the shipping carriers and the government who will decide when to deliver your order.
Due to the current health situation, these delays may be longer than expected
Where do you ship to? How much does delivery cost?
Shadysand currently ships to Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom, United States.
Delivery costs 4.95€ for France and 5.95€ for Europe and 6.95€ for other countries.
How do I track my order?
Once the order has been shipped, you will receive an email confirming the shipment of your order with the tracking number of the package.
Once the order is shipped, please allow 24-48 hours for the tracking number to be fully updated on the carrier system. Please note that during this time, your order is actually on the way and there is no delay of the package rather than the tracking number status. After that period, you can track your order at the carrier tracking website
If you no longer have your tracking number, you can track your order via the order tracking page here
Where do you come from?
Our company and our brand are French. Our head office is based in Annecy in the Alps.
We ship orders from our logistics centers based in France.
What happens if I entered the wrong address?
Please contact contact@shadysand.com as soon as possible. In some cases, we may be able to change the address for you if your order hasn’t already been processed by our warehouse. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, we may contact you once we are notified that the order has been returned/received. Please note that shipping charges are non-refundable.
Will my parcel be delivered to my address?
Yes of course, your parcel will be delivered to the address provided at the time of purchase. If you’re not home at the time of delivery, your parcel will be redirected to your local post office for counter collection.
Will I need to pay customs?
All packages sent to an address within the European Union will not be subject to customs or import duties.
If your delivery address is outside the European Union, there are often duty and tax exemptions.
If you’re still unsure on whether you’ll be subject to customs fees, we’d recommend contacting your local customs office for more information before placing your order
Can I edit or cancel my order?
We have a very fast turn around of orders in our warehouses to ensure a quick delivery which means we cannot guarantee orders can be edited or cancelled once placed. If you would like to edit or cancel your order please contact contact@shadysand.com with the subject ‘cancel’ and your order details as soon as possible. If you order has already been shipped, you can return this by following the return steps
Billing & Payment
Why I am not able to complete my payment?
If you’re having trouble with payment, please ensure that you are using one of our accepted payment methods and that you have sufficient funds on your card.
What payment methods do you accept?
We accept Visa, MasterCard, AMEX and PayPal.
Can I pay Cash on Delivery?
All orders must be purchased through our website and paid at the time of check out.
Returns and Refunds
What is your returns policy?
If you have received the incorrect items or the items you have received are faulty, please email contact@shadysand.com to discuss further.
If you are not satisfied with the goods you have received, you can return them to us within 15 days of receipt, providing they are in original resalable condition.
Once returned you will be entitled to a full refund which will not include the cost of the return postage. We are not able to refund or exchange items that appear to have been used, opened, or are not in original condition. If you want these returned to you, we may request that you cover the delivery cost.
Please note that if 15 days have gone by since you received your order, unfortunately, we can’t offer you a refund or exchange.
Return Process:
- Please download, print off, and complete a returns form if you do not already have one.
- Email your returns form along with a photo of the products you are returning to contact@shadysand.com
- Once approved, ensure your return is well packaged and meets all the conditions outlined below.
- Please mark ‘Returned Items’ clearly on the outer packaging of your parcel.
- Use an insured tracking delivery service to ensure your parcel reaches us safely.
- Send a follow up email with your tracking information to contact@shadysand.com
Enclose your goods, and return to the return address provided by email.
Returns Terms and Guidelines:
- All returned items must be unused, unopened, and complete with original packaging.
- We are not responsible for the return shipping costs of the items.
- Please make sure all returned items are well packaged, so as not to be damaged in the post.
- Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.
- Please make sure that the returns form has been approved – without approval it may result in your return not being processed.
Return Forms
When will I get my refund?
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a 2-3 business day.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@shadysand.com