Our Policies
Please read carefully before placing your order
01 · Returns & Exchanges
4-Day Return Window
All return and exchange requests must be raised within 4 days of delivery. No requests will be entertained after this window, no exceptions.
We want you to love every piece from Shay. If something isn't right, here is how the returns process works:
- Items must be unworn, unwashed, and in original condition with all tags attached.
- Items must be returned in their original packaging.
- We do not offer cash refunds. Returns are accepted as store credit or size exchange only.
- Sale items, customised pieces, and altered garments are not eligible for return or exchange under any circumstances.
- Accessories, jewellery, and innerwear cannot be returned for hygiene reasons.
- Colour variations due to screen display settings do not qualify as a defect and are not grounds for return.
- Shay reserves the right to reject a return if the item shows signs of use, damage, or alteration.
To initiate a return, WhatsApp us at +91 87670 47637 within 4 days of delivery with your order number, reason, and photographs of the item. We will guide you from there.
Once the returned item is received and inspected, store credit or an exchange will be processed within 5–7 working days.
02 · Packaging Video Policy
Mandatory — No Video, No Claim
A clear, uncut video of the sealed parcel being opened for the first time is compulsory for all damage, defect, or missing item claims. Claims submitted without this video will not be processed under any circumstances.
This policy protects both the customer and Shay. Every order is carefully inspected and packed before dispatch — the packaging video is the only way to verify the condition of the item at the time it reached you.
How to record the packaging video correctly:
- Begin recording before touching or opening the package — the sealed outer packaging must be clearly visible at the start of the video.
- The video must be one continuous, uncut recording from start to finish. Do not pause, stop, or restart.
- Ensure the entire package exterior is visible before you begin opening.
- Record in good lighting so all contents are clearly visible.
- If you have a complaint, share the video with us via WhatsApp within 24 hours of delivery.
By placing an order with Shay, you agree to this policy. Claims for damaged, defective, or missing items raised without a valid packaging video — or raised after 24 hours of delivery — will not be entertained.
03 · Shipping & Delivery
- Orders are dispatched within 1–3 business days of payment confirmation.
- Standard delivery across India takes 4–7 business days depending on location.
- Expedited shipping is available on request — contact us before placing your order.
- Once dispatched, a tracking number will be shared via WhatsApp or email.
- Shay is not responsible for delays caused by courier partners, natural events, or circumstances beyond our control.
- For international orders, additional customs duties and import taxes may apply — these are entirely the buyer's responsibility.
Cash on Delivery (COD)
COD is available on select pin codes. COD orders that are refused at delivery or returned without valid reason may result in future COD privileges being revoked.
04 · Sizing & Alterations
- Please refer to our Size Guide carefully before placing an order — sizing varies between styles and fabrics.
- If you are between sizes, we recommend sizing up as most styles can be taken in.
- Shay offers complimentary minor alterations on in-store purchases. For online orders, alterations are available at an additional charge — enquire via WhatsApp before ordering.
- Customised or altered garments are not eligible for return or exchange.
- Please share your exact measurements (bust, waist, hips, height) at the time of ordering if you require a specific fit.
05 · Payments & Pricing
- We accept UPI, credit/debit cards, net banking, and Cash on Delivery on select pin codes.
- All prices are listed in Indian Rupees (₹) and are inclusive of applicable taxes unless stated otherwise.
- Prices are subject to change without prior notice. The price shown at the time of placing your order is the final price.
- In the event of a payment failure, please verify with your bank before retrying — duplicate charges will be refunded within 5–7 working days.
- Shay does not store payment card details. All transactions are processed securely through Razorpay.
06 · Order Cancellations
- Orders may be cancelled within 12 hours of placement, provided the item has not yet been dispatched.
- To cancel, WhatsApp us immediately with your order number.
- Once an order has been dispatched, it cannot be cancelled — the returns process applies instead.
- Made-to-order and customised pieces cannot be cancelled once production has begun.
- Repeated cancellations or refused deliveries may affect your ability to place future orders.
07 · Garment Care
To maintain the quality of your Shay pieces, we recommend the following general care guidelines:
- Dry clean only for embellished, embroidered, and heavily worked garments.
- Delicate fabrics such as georgette, satin, and Italian crepe should be handled with care and not machine washed.
- Cotton and cotton-silk pieces may be gently hand washed in cold water with mild detergent.
- Do not wring or tumble dry embellished garments — lay flat or hang to dry in shade.
- Store in a breathable garment bag away from direct sunlight to preserve colour and fabric quality.
- Shay is not responsible for damage caused by improper care or washing.
08 · Limitation of Liability
Shay makes every effort to accurately represent the colour, fabric, and design of each product. However, actual colours may vary slightly from what is displayed on your screen due to monitor settings and photography lighting — this does not constitute a defect.
Shay shall not be held liable for any indirect, incidental, or consequential damages arising from the use of our products or services. Our total liability in any dispute shall not exceed the purchase price of the item in question.
Shay reserves the right to update or modify these policies at any time without prior notice. The most current version will always be available on this page. Continued use of our website or services constitutes acceptance of any changes.
09 · Privacy Policy
At Shay, your privacy is important to us. This section explains how we collect, use, and protect your personal information.
What we collect:
- Name, phone number, email address, and delivery address when you place an order or contact us.
- Payment information — processed securely by Razorpay and never stored on our servers.
- Browsing behaviour on our website, used only to improve your experience.
How we use it:
- To process, fulfil, and communicate about your orders.
- To send order updates, tracking information, and customer service messages.
- To send promotional messages — only if you have opted in. You may opt out at any time by messaging us on WhatsApp.
- We do not sell, rent, or share your personal information with third parties for their marketing purposes.
Your rights:
- You may request access to, correction of, or deletion of your personal data at any time by contacting us.
- You may withdraw consent for promotional communications at any time.
By using our website or placing an order, you consent to the collection and use of your information as described above.