Refund policy

Starting a return

You can request a return within 30 calendar days of delivery. Start the request from your SHAMTAM account by opening the order and selecting the eligible item. If you need help with the account or the item arrived damaged, faulty or incorrect, use live chat on our website.

We aim to respond to a return request within two business days. Once we have confirmed how to proceed, the instructions for your order will provide the return address and the reference to place on the parcel. Please do not send an item back before you have received those instructions.

Sending the item back

Send the item without undue delay and no later than 14 calendar days after you submit your return request. Please use a tracked service and keep your proof of posting.

For a change-of-mind return, you pay the return postage. For an item that is damaged, faulty or incorrect, SHAMTAM will arrange the appropriate resolution and cover reasonable return costs. This does not affect rights that apply under consumer law.

Condition and exclusions

Please return items complete and in their original condition, with original packaging where reasonably possible. You may inspect an item as you would in a shop. Where permitted by law, we may make a deduction for any diminished value caused by handling beyond that needed to establish the nature, characteristics and functioning of the item.

Some items are not eligible for a change-of-mind return where an applicable legal exception applies, including personalised goods and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. This can include opened personal-care and aromatherapy products. Gift cards and items clearly disclosed as final sale at the time of purchase are also excluded, except where consumer law provides otherwise.

Refunds

After we receive and inspect the returned item, or receive proof that it has been sent where the law requires this, we initiate the refund within seven calendar days and return it to the original payment method. Your bank or payment provider may take additional time to display the funds.

For a statutory cancellation, we refund the order in accordance with applicable law, including the standard outbound delivery cost where required. If you chose a more expensive delivery option, the additional cost is not refundable unless the law requires otherwise. We may wait until we receive the goods or proof of posting before making a statutory refund where the law permits.

Exchanges and statutory rights

We do not offer a direct exchange process. If you would like a different item, return the eligible item and place a new order.

This policy does not limit any statutory rights, including rights relating to faulty, damaged or misdescribed goods.