We are part of Richemont group, one of the major luxury products group in the world.

We always try our best to treat our customer with respect, whoever they are and wherever they are. Some things are possible, others not and we always try our best to find solutions to help and please our customers.

We are truly worldwide. We deliver to 44 countries around the world, from North America to Europe and Asia.

Our products are identical everywhere in the world, from Las Vegas to Beijing.

Shanghai Tang is a worldwide brand and we deliver Internet Orders to various parts of the world. However, there are some limitations and we deliver to the following list of 44 countries only:

 

We endeavor to dispatch all orders within 24 hours

Internet delivery although fast, is not immediate.

Our total delivery time is measured as follow:

 

 

Based on our analysis of shipping data over the past few years, these are the average delivery time frame you should experience, depending on your location area.

 

 

Although we try our best to process your order on time, some unexpected and external factors could always alternate these dates.

-It may happen that your order is being hold at customs for a special custom clearance process.

-It may also happen that we need more time to find some items as availability in your size or color also depends upon our product replenishment strategy and processes. In any case, we will try our best to inform you about any product availability issue.

-It is possible as well that we have to ship your order from Hong Kong in case other areas do not carry it in stock. In this case, your order delivery may be longer than expected.

 

Internet delivery although fast, is not immediate. Make sure your order is posted with enough time to receive your items on-time.

 

We accept most of the Credit Cards for payment.

We accept the following Cards:

VISA

MASTER CARD

AMERICAN EXPRESS

DINER'S CLUB INTERNATIONAL

DISCOVER

JCB

Payment can only be done through Credit/payment Cards. No bank transfer, no check, no cash.

 

 

Trying to be fair, what is being charged to our customers is an average that should overwrite the real cost of shipment and delivery. We make no margin out of shipping and delivery costs.

All orders are shipped through normal post office services. Shipping charges are calculated as follow:

 All orders are shipped under standard service and through normal post office services.

Based on your delivery area, we use different post office services:

-UPS is used for every delivery to North American (USA and Canada)

-Royal Mail and then local post office services are used for deliveries to Europe

-Hong Kong post and then local post office services are used for deliveries to Asian countries (including China, Australia and New Zealand)

Delivery to Post Office (PO) boxes is not available.

We do not distinguish between standard and express shipping modes.

First thing you should do is to track your delivery status using the tracking number which is available on your shipment confirmation email ("your order has been shipped"). Please refer to the "tracking your delivery" section of  these pages.

Second, you should contact us by email at customerservice@shanghaitang.com. We have a centralized team that will take care of your request. In your email subject, choose the propose "internet Order related" topic. This will speed up the process as all "internet Order related" emails are immediately routed to our central Shop-Online coordinator. You will be contacted shortly by the most appropriate person and we will study your case and the various options/solutions available if there is a problem about the delivery.

We endeavour to dispatch all orders within 48 hours following your booking.

Once booked into your web site you will receive an automatic confirmation email - "thank you for your order" within minutes. Our staff will start processing your order i.e picking your items, wrap them up and prepare your order. Your order will be prepared by one of our 3 logistic locations (New-York, London and Hong Kong) to get the best delivery service. Generally orders to North America are served from New-York, orders to European countries are served from London and orders to Asian countries are served from hong Kong. Depending on product availability, you may receive several deliveries even if we try not to.

However, for gifts, we don' t split deliveries as we assume you would not wish to. In case we do not carry one of your gifts either in New-York or in London, we will route the entire order to Hong Kong and it will be processed from there at no extra cost of course. Please help us to identify your order as a gift by "ticking" gift wrapping option during your check out process or let us know any other of your preference.

For other orders than Gifts, you may receive – although we try not to- separate deliveries when your order is with multiple items as we will ship all items immediately available from the best location Ito speed-up the delivery time. For split deliveries, you will be first told by email. We will tell you that we had to split your initial order into 2 seperate deliveries. You will then receive 2 separate email confirmation  "your order has been shipped" with 2 different tracking numbers, one for each delivery. You will be only charged once for the cost of shipment even if we split your order into several deliveries. This issue, which is due to product availability and supply chain, is on our side.

You will be notify about the shipment of your order with an automatic email - " your order has been shipped" .

If your tracking number begins with "EE", "EA" or "DA", or this is a HK SPEED POSTdelivery please click here.
If your tracking number begins with "1Z", or this is a UPS delivery  please click here.
If your tracking number ends with "GB" or this is a ROYAL MAIL delivery please click here

The most effective way to communicate with us is by email using the contact us section of our web site. Click on the following link: http://www.shanghaitang.com/contactus.jsp

 

A dedicated staff is checking emails everyday and will route them to the appropriate person for answer and follow-up.

By centralizing the collection of customer enquiries, our goal is to shorten feedbacks to our management and therefore adapt our organization faster.

All enquiries are routed within 24 hours to the most appropriate person for answer.

 

-A 1^st email will be sent to you as soon as you have completed your purchase. This email (“Thank you for your order”) will confirm that we have duly booked your order into our Shop-On-Line store and we will soon start to process it.

 

-A 2^nd email (“your order has been shipped”) will be sent to you as soon as your items have been wrapped and have left our logistic hubs to the post office.

Your order will be shipped once Payment has been approved and some security checks have been performed on your credit card.

 

Your parcel has been allocated with a tracking number. This tracking number is mentioned into your shipment confirmation email (“your order has been shipped”) that you will receive as soon as your order has left our logistic hubs.

 

If you wish to track your order during shipment, please kindly visit the following websites (depending if it is UPS, Royal Mail or Hong Kong Post)

If your tracking number begins with "EE", "EA" or "DA", or this is a HK SPEED POSTdelivery please click here.
If your tracking number begins with "1Z", or this is a UPS delivery  please click here.
If your tracking number ends with "GB" or this is a ROYAL MAIL delivery please click here.

We guarantee a single deliveries for Gifts

For gift, yes, definitely, the person you would like to please with a gift will receive a single and unique delivery, even if all products are available in various locations. In case we do not carry one of your gifts either in New-York or in London, we will route the entire order to Hong Kong and it will be processed from there at no extra cost. Please ensure that you have mentioned your order is a gift by selecting our "gift wrapping"option. Alternatively, you could tell us by email.

When it is not for a gift, we could ship under 2 deliveries for better service unless you tell us no to 

For other orders than Gifts, you may receive – although we try not to- separate deliveries when your order is with multiple items as we will ship all items immediately available from the best location Ito speed-up the delivery time. For split deliveries, you will be first told by email. We will tell you that we had to split your initial order into 2 seperate deliveries. You will then receive 2 separate email confirmation  "your order has been shipped" with 2 different tracking numbers, one for each delivery.

No extra cost  - always pay for a single delivery only

You will always be charged once for shipment even if we process your order within several deliveries. This issue, which is link to product availability and supply chain, is on our side.

In case of a product is not available, you will be informed by email.

Our staff may also take the benefit of this contact to suggest alternative products before they can finalize your order and ship it.

Ultimately, unavailable products will be removed from your order.

 

However, our customers always matter and we usually are flexible. We would review every request from customers that are already part of our retail boutiques Loyalty program .

You can choose our "gift wrapping" option. It is free

Internet is the ideal way to send a gift to loved ones, friends or colleagues, for birthdays, celebrations or thanks.

We always take great care in wrapping your products. It is done by the same staff that do this in our retail boutiques, using our already highly appreciated green boxes, ribbons and stickers. All garments are wrapped into gentle tissue paper first. All small items such as cufflinks are securely maintained into their box to ensure no damage is created during the shipping.

As a nice way to enhance your gifts, you could choose our Gift wrapping option and have your products specially wrapped with our signature paper. It is worth around Christmas as we always develop an exclusive Holidays wrapping paper. It is also worth all year round with our nice double happiness signature wrapping paper.

In addition to gift wrapping paper, it is possible to attach a gift card message to your items. This option is made available in our Check Out process. Make your choice by 'ticking” the gift wrap’s message option and fill-in your text accordingly. We will print out your message on a nice card for you and our staff will take care of it.

Both gift wrapping and gift message are free.

All prices are in American US dollars (USD) only and identical everywhere.

Prices are before tax and shipping charges although an estimation of the total cost is available when checking your shopping card (or shopping basket).

Our On-Line shop is a truly worldwide store. We propose identical products worldwide at identical prices (before Tax and shipping costs). If you visit one of our retail stores, you may find small differences in prices as our retail Network of stores is under a different pricing policy.

Your credit card will be charged in US dollars (USD).

Our product prices are without taxes. Sales taxes or VAT should be added on the top of product prices and paid by our customers depending on regulations and goods shipping flows.

For custom duties and charges, our goal is to serve our customer Duties paid. We refund custom duties on demand.

 Sales Taxes for deliveries to North America (USA and Canada)

All orders are sales tax free except for delivery to customers located in New-York and Nevada states as we have retail boutiques in those states. For delivery to New-York and Nevada states, our products are eligible to the standard government state tax rate. Sales Tax rates are set a 8.875% for New-York and 8.1% for Nevada.

For deliveries to any other state of USA, no sales tax will be charged on the top of our product price list (refering to existing rules derived from the 1992 Supreme Court decision and taxation on online retailers)

All orders shipped to Asia are VAT free

Custom duties and custom charges

For customers in U.S.A and Europe, there will be no custom charges as goods are generally shipped from New-York (for deliveries to US) or from London (for deliveries to European countries. However, for some cases such as Canada of non-EEC countries, or in case an order is shipped from our main warehouse in Hong Kong, customers may be subject to import duties. These taxes are levied once the package reaches its destination. Additional charges for customs clearance must be borne by the customer. If in doubt, one should contact the local customs office for further information. When ordering from shanghaitang.com you are considered the importer of record and must comply with all laws and regulations of the country in which the goods are being received. Having stated the above, our goal is to serve our customer DTP (duties Taxes paid). We will consider to refund custom charges on a demand basis (providing we are provided with a valid custom receipt).

Your order is a sales contract.

The final "approval click" constitutes an electronic signature between Shanghai Tang and yourself. Between the parties this electronic signature has the same legal value as a handwritten signature. 

We do not enclose any paper invoice with your goods to avoid any issues with delivering gifts to friends and relatives.

You will be notified about the shipment of your order through an automatic email confirmation (“your order has been shipped”). This email acts both as a packing list and an official invoice. All necessary information is displayed, including individual item prices without tax, taxes (VAT or Sales tax), shipping costs and final price.

 Of course, we can track your record in our system and send you either a print copy or a softcopy of your Order content upon request. We can also tailor made a proper invoice and sign it if required. Please contact us at customerservice@shanghaitang.com for any special request

Payment will be debited and cleared from your account upon shipment of your order.

Your credit card will not be charged until your order has been shipped out from our logistic location and until you receive our automatic email confirmation "you order has been shipped".

As a customer, by reading and agree our Terms and Conditions you confirm that the credit /debit card that is being used is yours.

All credit /debit card holders are subjects to validation checks and authorization by the card issuer.

If an issuer of your payment card refuse to Authorize payment to Shanghai Tang, we will not be liable for any delay or non –delivery.

In case of an item is not available for shipping hence removed from your order, you will be informed by email and the total amount of your order will be amended accordingly. You will only be charged for items that we are able to deliver.

Risks of loss shall pass to the customer upon delivery of the product to the carrier by Shanghai Tang.

Products transportation is at the customer's own risk, even if they are shipped or returned carriage free.
Having said this, we always try our best to find solutions to help and please our customers when we face a delivery issue.

In case a wrong size has been ordered, you can of course ask for an exchange.

We refund any order for any reasons. Generally, you will be asked to return goods to our nearest retail boutique for more convenience

It is always better to contact us prior any return of merchandise, even for a refund. You can contact us by sending at customerservice@shanghaitang.com

Once you get a reply, you can return the parcel, including a copy of the shipment confirmation/invoice you received by email (“your order has been shipped” email). Following your contact, you will get a confirmation of the nearest store address by email.

We refund any order for any reasons providing the goods are return to our nearest store within 14 days following the delivery of your order at your delivery address. You have rights to change you mind. You have also rights to dislike a color, a feature, a design.

Conditions for return

Items should be returned unused, and with all Shanghaitang.com garment tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused.

We refund any order for any reason providing the goods are returned in initial condition to our nearest store. This should be done within 14 days following delivery of your order to your delivery address.

Refunds to you will be made within 30 days from the date your return item has been received by one of our stores.

All undamaged, correctly returned products will be credited to the original purchaser's credit card including sales taxes but excluding shipping charges.

 Faulty items

An Internet Order can always be cancelled. It is simply a matter of time before you get your money back providing we can have our products back in sellable condition.

If you haven’t submitted (or gone through the 5 simple steps of our check out process) an order, you may clear the items in your shopping bag at any time by clicking the “Remove Item” button next to the product you do not wish to purchase.

 

If you have booked your order and received a confirmation email from us (see Processing your order section above) you can still cancel your order within 24 hours of the order being placed.

Please email your cancellation marked “order cancellation” to the customerservice@shanghaitang.com.

Please ensure you list your name, address, Order number on the email. We will stop the preparation of your order and your credit card will not be charged.

If your order has been shipped already we will proceed to a refund and any sum debited from your credit card will be re-credited within 30 days of your order, provided the goods you return are in the same condition that they were when delivered to you.

You will be liable to any charges incurred when returning the goods to www.shanghaitang.com unless the return is as a result of an error on our side.

We are part of Richemont, one of the largest luxury group in the world.

We are an international brand and we take all reasonable care to make our site as secure as possible. All credit card transactions on are processed using a secure online payment gateway that encrypts your card details in a secure host environment.

To help ensure that your shopping experience is safe, simple and secure, Shanghai Tang uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet.

When SSL is enabled, you will see a padlock at the bottom of your browser. Click on this Padlock symbol to find out more about the SSL digital certificate registration.

In addition, we will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the site.

Click onto “my account” menu on the top of any page of our Shop-On-Line. There is an option “forgotten password”. Follow our instructions and your password will be sent to you by email.

We don't sell our contact or customer list to anyone. In case we do some marketing operation with another brand, our customers will always be asked whether they want to join or not.

Shanghai Tang respects the privacy rights of its online visitors and recognizes the importance of protecting the information collected about them. Click here to view our Privacy Policy.

During your check out process, we will ask for your email and phone number. We need first to be able to contact you regarding the processing of your order.

Getting your email is also a way to communicate with you about our lastest brand development and our new products. By providing us with your email, you will be automatically enrolled into our newsletter program. It is always possible to unsubscribe. There is an "unsubscribe" link on the bottom of each newsletter. Click on it and you will be automatically removed from our mailing list.

For any enquiries about data privacy or newsletter program enrollment, please contact our CRM coordinator at the following email:  dexter.li@shanghaitang.com