FAQ

 

Who is SHANPAULO?

We are an awesome company out of beautiful Pennsylvania, USA with Brazilian and Irish and Polish roots.  

Learn more about us.

We have purses handcrafted for the rest of your life. 

And we like to make them in a responsible way.

 

Do you offer free shipping and returns?

Yes - we offer free ground shipping to the continental US only (shipping to Alaska & Hawaii will be calculated at checkout).  Click here for information about our shipping policy. Click here to see more information on our return/exchange policy.

 

The item I want is sold out; how can I get it?

We hate waiting too, but this happens sometimes. Sign up to be notified when we restock a purse, and you’ll get notified when it’s back.

You also may have the option to Pre-Order and you will be only charged at the time you pre-order. Shipping fees, taxes and import duties, where applicable..

 

When will my order ship?

All orders will ship in 24-48 hours after the order has been placed. Please add one business day to any shipping estimates.

 

How long will it take for my order to ship and deliver?

If you select our free shipping option at checkout, your order will arrive in 3-6 business days. We also offer expedited shipping options.

 

What shipping speeds do you offer?

We offer free complimentary (3-6 business days) shipping.  2-day and Standard Overnight shipping are available at market cost. Because all orders ship on the following business day, please add one additional business day to every shipping estimate.

 

How can I track my order?

You can find your tracking information on your order confirmation email. If you are having trouble finding your order confirmation email, feel free to reach out by email at customerservice@shanpaulo.com.

 

My tracking says my order was delivered, but I haven’t received it—what do I do?

Oh no!  Reach out to the SHANPAULO Customer Team with your tracking information and correct shipping address. We will get your issue sorted out as quickly as possible. customerservice@shanpaulo.com

 

Does SHANPAULO ship internationally?

We currently do not ship to any other countries, however if you are really interested in our beautiful purses, please contact us by email and we perhaps can open exceptions.

 

Can I edit/cancel my order after it has been placed?

We cannot modify orders once they are placed. We will only ship to the address provided at checkout. Orders with incorrect billing information or requiring additional verification will be delayed and/or cancelled.

 

How much will return shipping cost be?

Your return shipping cost will be on us within 14 days of delivery date. Once your return has been accepted, we will provide you with a shipping label, worry-free.

 

How long does it take for me to receive my refund?

You can expect to receive your refund within 10 business days after your return has been shipped.

 

How do I qualify for a return?

  • Returns in New Condition
    The Goods must be returned with all SHANPAULO tags still attached and must be in their original packaging such as ShanPaulo branded boxes and dust bags. The Goods were not used or damaged.
  • You have 14 days from delivery to return your SHANPAULO purses. If your return window has elapsed, please contact customer service for help. 

 

If anything does not fit your needs... Contact us!  Questions?  Concerns? Compliments?  We are here for you via email at : customerservice@shanpaulo.com 


Our support team hours are:

Monday–Friday 10am–9pm EST

Saturday 8am-12pm EST

 

We will get back to you as soon as possible.

customerservice@shanpaulo.com