Customer Service
Should you require information or help, please contact us by email or by phone and we will be happy to assist you.
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SHIPPING TIMES AND COSTS
- Complimentary ground shipping within 1 to 7 business days
- In-store collection available within 1 to 7 business days
- Next-day and Express delivery options also available
- Purchases are delivered in an orange box tied with a Bolduc ribbon, with the exception of certain items
- See the delivery FAQs for details on shipping methods, costs and delivery times
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PAYMENT METHODS
Shella accepts the following payment methods:
- Credit Card: Visa, MasterCard, Discover, American Express, JCB, Visa Electron. The total will be charged to your card when the order is shipped.
- Shella features a Fast Checkout option, allowing you to securely save your credit card details so that you don't have to re-enter them for future purchases.
- PayPal: Shop easily online without having to enter your credit card details on the website. Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.
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EXCHANGES, RETURNS AND REFUNDS
Items returned within 14 days of their original shipment date in the same new condition will be eligible for a full refund or store credit. Refunds will be charged back to the original form of payment used for purchase. Customer is responsible for shipping charges when making returns and shipping/handling fees of original purchase is non-refundable.
How can I be sure that I have made my purchase?
You will receive a confirmation email once your order is placed. In case, you do not receive the confirmation email, contact our customer service at customercare@22ahead.com
Can I know what the status of my order is?
Yes, you can always track your order in real-time. Just click on the “Order Status” in your account.
What payment method can I use to make my purchase?
We offer the following payment methods:
- Cash on delivery (UAE Only)
- Visa
- Mastercard
- Apple Pay
- American Express
- Tabby (Terms & Condition Apply)
What are the delivery charges?
You can check the delivery charges at the Checkout page.
What are the benefits of signing up with you?
- Easily access and manage your account information.
- Check your order status and view the complete order history.
- Get exclusive access to limited-edition drops and offers.
What if the product I want is out of stock?
A product that runs out is marked as “out of stock” on the website. You can only order a product if is available on the website.
Which countries do you deliver to?
We are shipping the orders to the areas within the UAE, Gulf countries, and the Rest of the world.
When will I receive my order?
We are giving same-day delivery in Dubai. For all UAE orders, we are giving Express delivery. For GCC, the order will be delivered in 2-3 days. For the rest of the world, the order will be in 3-5 working days. If you do not receive your order within the given time, you can contact us at customercare@22ahead.com.
What is the responsibility of customers in terms of customs duty and taxes in countries where laws and taxes dictate such obligations?
In some countries, customers may be responsible for paying any customs duties or taxes associated with their orders, depending on the local laws and regulations. It's important to note that in the event of a return, the taxes are non-refundable.
Return Policy
- The customer must first inform us by email before arranging the return shipment.
- Ship the product back and email us at customercare@22ahead.com with the airway bill details.
- Clearly mark the parcel as a return shipment.
- Provide the following details in your email:
- Product Name, size, and price
- Reason for the return
- Original proof of purchase
- Note: Delivery charges are non-refundable.
- For exchanges, the customer must arrange delivery to our warehouse.