Frequently Asked Questions

Question 1

Who is SHANPAULO?

Answer

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

Learn more about our founders in the "About Us" page.

We design and create handcrafted purses designed to never go out of style, and we like to make them in a responsible way.

Question 2

Do you offer free shipping and returns?

Answer

Yes - we offer free ground shipping to the continental US only (shipping to Alaska & Hawaii will be calculated at checkout).

Click here to see more information on our return/exchange policy.

Question 3

The item I want is sold out, what should I do?

Answer

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..

Question 4

When will my order ship?

Answer

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

Question 5

How long will it take my item to ship and deliver?

Answer

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

Question 6

What shipping speeds do you offer?

Answer

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.

Question 7

How can I track my order?

Answer

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.

Question 8

It says my package was delivered, but I didn't receive it, what should I do?

Answer

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

Question 9

Does SHANPAULO ship internationally?

Answer

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.

Question 10

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

Answer

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.

Question 11

How much is the return shipping cost?

Answer

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.

Question 12

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

Answer

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

Question 13

How do I qualify for a return?

Answer

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.