FAQ’s

 

If you still need further assistance, please feel free to e-mail us at CustomerService@ShanelsIntimates.com or call us at 1-201-839-6592.

*Note:
Please remember that the day you place your order does not count as a shipping day.
Orders that come in over the weekends and holidays are processed the next business day.

 

Technical Problems with the Website?

As a newly launched website we know that occasionally there will be technical problems on the site. Some of the issues we will discover and will try to correct immediately so that it does not interrupt your shopping experience. However, there may be some technical issues that we will not know about, but, you may encounter as you browse and shop on the site.

If you do come across any problems, we would be very grateful if you could notify us by contacting us at 1-201-839-6592 or or email us at CustomerService@ShanelsIntimates.com.

To show our appreciation, anyone who notifies us of a problem on the site will receive a discount coupon.

We appreciate your business and will do everything to make sure your shopping experience is pleasant and uninterrupted.

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Your Beautiful Shanel’s Intimates Order(s)

To check on your Shanel’s Intimates order, please follow the steps below:

  • Click on the “My Account” tab located at the top of the page in the upper right corner
  • Sign into your Account
  • Click on the link View Order Status and History
  • All of your orders should appear, then click on the order(s) you would like to check

If you still need further assistance, please feel free to e-mail us at CustomerService@ShanelsIntimates.com or call us at 1-201-839-6592.

*Note:
Please remember that the day you place your order does not count as a shipping day.
Orders that come in over the weekends and holidays are processed the next business day.

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Back Ordered Items

  • Back Ordered items will NOT be charged to your credit card until the item(s) have been shipped.
  • If your order has been Back Ordered you will generally receive your package within 5 – 10 days, if it is being shipped within the United States.
  • Due to increased fuel charges, all International shipments have been temporarily suspended.

If you have any questions about your order, please feel free to e-mail us at CustomerService@ShanelsIntimates.com or call us at 1-201-839-6592.

 

Oh No! I Have to Cancel My Beautiful Shanel’s Intimates Order?

  • If you have to cancel your beautiful Shanel’s Intimates order, please contact us ASAP at 1-201-839-6592. or email us at CustomerService@ShanelsIntimates.com.
  • If the order has not been shipped, we will gladly cancel the order and issue you a refund. In most cases, the refund will appear on your credit card within 7 – 14 days OR,
  • Depending on your credit card company, your refund may take up to 30 days or one billing cycle to appear.
  • If the order has been shipped, we will not be able to cancel the order. However, you can return the shipment, subject to the terms in the Return Policy section.
  • The customer will be responsible for all shipping charges and additional fees associate with returning merchandise.


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Ooops! I Made a Mistake

So you’ve placed your order and realized that you made a mistake. If this should happen please contact us ASAP at 1-201-839-6592 or email us at CustomerService@ShanelsIntimates.com. Unfortunately, if your Shanel’s Intimates order has been shipped, we cannot make any corrections to the order.

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Where in the World is My Beautiful Shanel’s Intimates?

  • We ship your beautiful Shanel’s Intimates order(s) via USPS (United States Postal Service or UPS (United Parcel Service).
  • To keep your shipping costs as low as possible, all packages will be shipped via Flat Rate Shipping or Ground Delivery.
  • Depending on where you are located within the United States, the estimated delivery time is about 2 – 5 business days.
  • If your order has not arrived within 5 – 7 business days please contact us and we will provide you with tracking information. Email us at CustomerService@ShanelsIntimates.com or call us at 1-201-839-6592.
  • If you would like to have your package arrive sooner, please contact us ASAP and we will gladly upgrade your shipment. All upgraded expedited shipping will be charged an additional shipping fee based on the type of shipping service requested.
  • Due to increased in fuel charges, shipping companies have increased their International shipping charges tremendously. Therefore, we have temporarily suspended all International shipments. We will let you know when the suspension has been lifted.

*Note:
Please remember that the day you place your order does not count as a shipping day.
Orders that come in over the weekends and holidays are processed the next business day.

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Shipping Your Beautiful Shanel’s Intimates Order

  • We ship your beautiful Shanel’s Intimates order(s) via USPS (United States Postal Service or UPS (United Parcel Service).
  • To keep your shipping costs as low as possible, all packages will be shipped via Flat Rate Shipping or Ground Delivery.
  • Depending on where you are located within the United States, the estimated delivery time is about 2 – 5 business days.
  • Ground shipments require a signature.
  • UPS is ONLY available to street addresses.
  • If you would like to have your package arrive sooner, please contact us ASAP and we will gladly upgrade your shipment. All upgraded expedited shipping will be charged an additional shipping fee based on the type of shipping service requested.
  • Please be advised that UPS DOES NOT deliver on Saturdays unless specifically requested.
  • UPS Saturday Delivery is available to certain areas at an additional fee.
  • If you are interested in Saturday delivery, please contact us ASAP at 1-201-839-6592 or CustomerService@ShanelsIntimates.com.
  • For your tracking information, please contact us at CustomerService@ShanelsIntimates.com. or call us at 1-201-839-6592.
  • You can track your package directly with UPS at www.ups.com or call 1-800-PICK-UPS (742-5877) or USPS at www.usps.com

*Note:
Please remember that the day you place your order does not count as a shipping day.
Orders that come in over the weekends and holidays are processed the next business day.

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Discrete Shipping

  • Your beautiful Shanel’s Intimates order will be shipped in a Flat Rate shipping box or plain brown box with a return address from “SI Enterprises“.
  • Your package can be discretely shipped to your home or work address.
  • The word “lingerie” will not appear anywhere on your beautiful Shanel’s Intimate package.


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Holiday Shipments

  • Please be advised that packages being shipped during holiday periods may take a little longer to be delivered.
    (Holiday Periods – Christmas, New Years, Thanks Giving, Valentines Day, Halloween, etc. )
  • For your tracking information, please contact us at CustomerService@ShanelsIntimates.com or call us at
    1-201-839-6592.
  • You can also track your package directly with UPS at www.ups.com or call 1-800-PICK-UPS (742-5877) or USPS at www.usps.com

*Note:
Please remember that the day you place your order does not count as a shipping day.
Orders that come in over the weekends and holidays are processed the next business day.

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Additional Shipping Address

For your convenience, we do allow you the option to ship your beautiful Shanel’s Intimates package to an address other than your billing address. You can add the address by following the steps below:

  • Click on the “My Account” tab located at the top of the page in the upper right corner
  • Sign into your Account
  • Click on the link Manage Address Book
  • Add the new address


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Shipping Problems

  • We know that you wait anxiously to receive your beautiful Shanel’s Intimates package and we do everything to make sure that your package arrives safely and discretely. But sometimes there are things that occur that are beyond our control and we cannot be held responsible.
  • Lost or stolen package(s) – We will be happy to assist you with tracking your package, but, if the delivery is confirmed, we cannot be held responsible for the package being lost or stolen.
  • Delays – We have no control over shipping delays with the shipping company such as, but not limited to, weather, mechanical problems, delivery to incorrect address, etc.
  • Damaged Products – We package all shipments appropriately and have no control over products being damaged during the shipping process.
  • Incorrect Shipping Address – If you entered the wrong shipping address we will have to charge you whatever fees the shipping company will charge us to have your package re-delivered.
  • Insurance – If you would like to add insurance to your shipment please e-mail us at CustomerService@ShanelsIntimates.com or call us ASAP at 1-201-839-6592. An additional fee will be charged based on the type of insurance selected.

*Note:
Please remember that the day you place your order does not count as a shipping day.
Orders that come in over the weekends and holidays are processed the next business day.

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Shipping Overseas (International)

Due to the increase in fuel charges, shipping companies have increased their International shipping charges tremendously. Therefore, we have temporarily suspended all International shipments. We will let you know when the suspension has been lifted.

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Passwords

With all of the Passwords that you have to remember it is easy to forget them. If you forget your Password, simply follow the instructions below:

  • Click on the “My Account” tab located at the top of the page in the upper right corner
  • Located at the bottom of “Sign In to Your Account” is the link for – “Forgot Your Password?
  • Click on the link and enter your email address
  • Your Password will be e-mailed to you


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Create A New Account

To create a new account with us, click on the “My Account” tab located at the top of the page in the upper right corner
and follow the registration prompts. It’s quick and easy.

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Return Policy

At Shanel’s Intimates we understand that sometimes your beautiful lingerie may not fit properly or you’re not satisfied with the merchandise. You may return unworn & unused merchandise, however, there are NO REFUNDS ONLY Store Credit or Exchange for equal value, based on the conditions below.

State Law – “Intimate Wear” CANNOT be returned if worn.

  • We will not accept any worn merchandise.
  • It is unhygienic for us to accept merchandise that has been worn.
  • When trying on merchandise please DO NOT try on panties.
  • When trying on merchandise please DO NOT allow your bare crotch area to come in contact with the merchandise, if you do, we will not be able to accept the merchandise for return.

 

Return Authorization – An RA# must be issued before merchandise can be returned.

  • Merchandise returned without an RA# will not be accepted.
  • If you would like to return merchandise please contact us within 7 days of receiving your merchandise.
  • Please e-mail us at Returns@ShanelsIntimates.com or call us at 1-201-839-6592 to obtain an RA#.
  • Once an RA# has been issued the merchandise must be returned in excellent condition with all tags attached, labels, accessories, original packaging, etc. and received by us within 10 days.
  • After we have inspected the merchandise and the item(s) are deemed approved, we will issue you a Store Credit or Exchange of equal value.
  • The customer will be responsible for all shipping charges.
  • Since items can get lost/stolen we suggest that customers send returns with a tracking number or a delivery confirmation.

 

Non Acceptable Returns – We will NOT accept the following merchandise:

  • Merchandise that smells like perfumes, smoke, etc
  • Merchandise that has been exposed to animals, pet hair, etc
  • Merchandise that has been worn, used, washed, damaged, etc
  • Merchandise that does not have the original tags attached, labels, accessories, original condition, etc
  • Halloween costumes ordered 2 weeks before October 31st are FINAL SALE and cannot be returned for a store credit. (We may consider an exchange if the costume is returned in excellent condition, with tags attached, costume accessories, and in the original packaging.
  • Hosiery packages that have been opened
  • Panty merchandise that has been opened
  • Novelty items MUST be returned unused, in original packaging (packaging must not be torn, etc), unwashed, labels & tags in tact, etc
  • All Special Orders cannot be exchanged, returned, or receive Store Credit so make sure that you order the correct size, color, style, etc.
  • DVDs – International copyright laws will not allow us to accept DVDs that have been opened (plastic wrap ripped, opened, etc)
  • All Sales are Final

 

Miscellaneous

  • The customer will be responsible for all shipping charges associated with returning merchandise.
  • Store Credit or Exchange of equal value, will not include shipping charges, gift wrap charges, and other charges associated with the order – these charges are non-refundable.

*Note
All items will be inspected thoroughly and will either be approved or not approved, so please make sure that you have adhered to all of the above mentioned Return Policy conditions before returning merchandise.
Returns can take up to 10 – 14 business days to be processed. If you have any questions about the Return Policy, please feel free to contact us at
1-201-839-6592 or email us at  CustomerService@ShanelsIntimates.com.

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Promotional Codes/Discount Coupons/Gift Certificates

If you have a Promotional Code, Discount Coupon, or Gift Certificate please follow the instructions below so that your offer can be applied to your order:

  • Please check the expiration date on your Promotional Code/Discount Coupon/Gift Certificate
  • Please check the minimum purchase requirements on your Promotional Code/Discount Coupon/Gift Certificate
  • The minimum purchase requirement amount is for merchandise only. Taxes, shipping, gift wrap charges and other fees associated with the order cannot be applied as part of the minimum purchase amount.
  • To apply the Promotional Code/Discount Coupon/Gift Certificate, after you have clicked on the “Check Out” tab located at the top of the page in the upper right corner you will be taken to the “Shopping Cart – Order Summary Page“.
  • In the “Sales and Discount” box enter your Promotional Code/Discount Coupon/Gift Certificate Code in the “Coupon Code” box, for example – SCLHH5.
  • All codes are Case Sensitive.
  • Do not enter the “#” symbol – only enter letters and numbers.
  • Then click on the “Apply” button located at the bottom of the box.
  • Promotional Codes/Discount Coupons/Gift Certificate Codes cannot be applied to previously placed orders or after your order has been submitted.
  • Only (1) discount offer will be accepted per order.
  • If you used a Promotional Code/Discount Coupon/Gift Certificate Code to purchase an item that you are returning, your Store Credit or Exchange will be the amount that you paid for the merchandise minus shipping charges, gift wrap charges, and other charges associated with the order.
  • We understand that occasionally there will be technical problems with the site, so if you encounter any problems with entering the Promotional/Discount offer, for example you get a “This coupon is not valid” message please contact us ASAP at 1-201-839-6592 or email us at CustomerService@ShanelsIntimates.com.


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Payment Options

At the moment, we only accept Credit Card Payments and orders can only be placed via the internet.

We only accept Credit Card Payments via PayPal:

  • American Express
  • Discover
  • MasterCard
  • Visa


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Special Orders

If you would like to place a Special Order, please contact us and we would be happy to help you. Please contact us at 1-201-839-6592 or email us at CustomerService@ShanelsIntimates.com.

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Operating Hours & Contact Information

Our office hours are Monday – Friday – 9:00am to 6:00pm (EST).
Office: 1-201-839-6592

Email: CustomerService@ShanelsIntimates.com
If you have any questions, concerns, or technical problems with the website please feel free to contact us.

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