Frequently Asked Questions

Find the answers to your questions relating to orders, delivery, returns and exchanges and more.

• Orders

• How many items may I purchase in one order?

  You may purchase a maximum of six Shaku creations per order.
  
  For larger orders please contact us directly via our contact form or email at info@shaku.co.uk.

• What payment methods do you accept?

  We currently accept all major credit and debit cards (Visa, Mastercard, American Express, Maetro) as well as PayPal, Apple Pay, Google Pay and Shop Pay.

• I haven't received my confirmation email

  You should receive an order confirmation email within 30 minutes of placing your order.
  
  If you have not received this email, please check your junk folder as it may have been caught there, or you may have incorrectly entered your email address when filling out your details.
  
  If a confirmation email has not been received within 24 hours, please contact us via our contact form or email at info@shaku.co.uk.

• Can I track my order?

  After you make an order, you will be sent a delivery confirmation email with tracking details enclosed. You can also track your order in your Shopify account.
  
  Please check your junk folder to ensure the email has not been caught there. If you experience any difficulties please do not hesitate to contact us at info@shaku.co.uk.

• Can I amend or cancel my order?

  Before your purchase has been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.
  
  If you need to make any amendments, please get in touch via our contact form or email us at info@shaku.co.uk.

• I am missing an item from my order

  We are so sorry to hear that you have not received all your items, we understand how disappointing this can be and it is not the experience we wish for our customers.
  
  To rectify this situation, please contact our customer services via email at info@shaku.co.uk or fill in our contact form and a member of our team will be happy to assist you further.

• Can I add a message to my gift?

  Of course you can! Simply add one of our lovely hand designed greeting cards to your order and let us know the message, either by writing it in the note field or sending us an email info@shaku.co.uk after you've placed your order.

• Shipping

• What are the shipping fees and delivery times?

  Shaku offers free delivery worldwide on all orders - no minimum spend required.
  
  We offer a few different delivery options depending on location:
  
  UK Standard: Free shipping. Orders will arrive within 3-5 working days.
  
  UK Next Day Delivery: Shipping is £10. Orders received after 12pm (GMT) will be shipped the next working day.
  
  UK Same Day Delivery - London Only: If you need your order today, we have a special same day courier service to make sure your order arrives before 7pm. Orders placed after 5pm will be delivered the next working day.
  
  Rest of World Express International: Free shipping. Orders will arrive within 11 working days. We use Royal Mail International Tracked to deliver these orders. Tracking is available within the UK only.
  
  Rest of World Courier: We offer the option to choose courier calculated fees. These are taken directly from the courier and we do not charge any extra fees to do this. We use DHL and UPS.

  All orders are dispatched within 1-2 working days of receiving your order. For orders received on Friday, they will be shipped the following Monday, excluding bank holidays.
  
  Shaku insures each purchase during delivery until it is delivered to you. All orders require a signature upon delivery, at which point responsibility for the shipment passes to you. If you have specified a different recipient than yourself for the delivery, you also accept that a signature by the third party is a sufficient proof of delivery and fulfilment by Shaku.

• What countries do you ship to?

  We offer complimentary shipping worldwide! 

• Will I be charged customs and import duties?

  Please be aware that customers outside of the UK are responsible for payment of any local customs charges/duties in the delivery country.

• What is your fastest delivery service?

  We offer next day UK delivery on all our items, provided your order is received by 12pm.

  If you live in London, we do offer a same day courier service provided you order before 5pm.

• Returns

• How do I return my item?

  We hope you love your Shaku items, however if for any reason you are not entirely satisfied we offer complimentary returns or exchanges.
  
  To return your order, please contact us by email at info@shaku.co.uk within 14 days of receiving your order. We ask that you include your name, order number (which can be found on your confirmation email) and date of order. We will then arrange for a courier to collect the item from you. Refunds will be credited by your original method of payment.
  
  Items must be returned to us unused with all Shaku tags attached. Returns that do not meet our policy will be returned back to you.
  
  For further information on the terms and conditions of return and exchange, please read our Terms of Purchase. 

• International Returns

  While we are able to offer complimentary returns within the UK, we are not yet able to offer complimentary returns for the rest of the world.
  
  At present, if you wish to return an international order, there will be a return fee associated with this as all returns are processed by couriers. We are also unable to refund the original delivery charge or any customs and duties paid by you.
  
  Please get in touch with us at info@shaku.co.uk and we will do our best to help you.

• I have received a faulty item?

  We are so sorry that you have received an item that is less than perfect condition. We assure you that every effort is made to ensure the quality of our products and that our customers receive an exceptional shopping experience.
  
  We kindly ask that you follow the returns procedure as set out in the returns FAQ above or contact us via email at info@shaku.co.uk.

• Other

• Item is out of stock

  If there is an item that you like but it is out of stock, you can sign up to be notified when it is back in stock. Simply visit the product page and enter your email.

• How to care for your scarf

  Our products are timeless, designed to last for years of enjoyment and to be passed down through generations. Please treat your Shaku scarf with love and follow our guide to properly care for your scarf.
  
  We recommend that all our scarfs are dry cleaned only.
   
  SILK SCARVES
  
  Silk is a natural and delicate protein fibre and any substances containing alcohol will damage the  fabric. Allow any perfume or hairspray to dry completely before wearing your scarf.
  
  Please be aware that it is typical for lightening or even darkening of the colour of silk scarves to occur.
  
  Try to avoid contact with any abrasive surfaces that may cause your silk scarf to snag.
  
  CASHMERE SCARVES
  
  Avoid any contact with water to prevent shrinkage. Wash only with a specialist cashmere dry cleaners.
  
  Do not rub as this will cause fibre distortion.
  
  If you experience pilling, a cashmere comb can be used to remove any small surface pills.
  
  We hope you can understand that Shaku cannot assume responsibility for the eventual deterioration or mishandling of the product.

• How can I speak to someone?

  If your question hasn’t been answered by our FAQs, please do not hesitate to get in touch with us we will be delighted to help you.
  
  You can reach us via email at info@shaku.co.uk or by filling out our contact form.

• Can I visit the showroom?

  Of course you can! We are open 9.30am to 5.30pm, Monday through to Friday.

  The address is:

  13 Canfield Place, London, NW6 3BT