If you have any enquiries or would like to make a comment on your experience of using our website, please contact us via:
- Email allows a more reactive and personalised response and we have a dedicated team at your service.
For enquiries about online shopping, please contact our Customer Service team by email at email@example.com. Alternatively, you can visit the Frequently Asked Questions (FAQs) page.
We are pleased to help on any size and fit advice, questions about deliveries, enquiries about exchange and return, information about your order status and much more.
- Why it is better to to communicate with us via email?
Our Customer Service communication is a mix between a central contact point and several local Shanghai Tang stores. By centralising the collection of customer enquiries at our head office, we ensure shorter feedbacks to our management and therefore allow faster decision. A dedicated part of our team is checking emails everyday and route them to the appropriate person for answer and follow up.
We aim to respond to your email within 24 hours of receipt. Once a case has been received and assessed, we decide on the most appropriate way to answer. As an example, product quality issues are directly assessed by our Production team at our head office. Once decided, replacements or exchanges are most of the time handled through the nearest boutique for more efficiency.
After you have completed your order, you will be sent a confirmation email with details of your order shortly:
1. Thank you for your order
Your order confirmation email, with the subject line "Thank you for your order", will be sent as soon as we have received your order. It confirms that we have duly received your order and we will soon start to process it. Please note that your credit card will only be charged when your order is despatched.
* If you have not received the confirmation email within 24 hours of placing your order or have any other questions, please email our Customer Services team at firstname.lastname@example.org
2. Your order has been shipped
An email with the subject line "Your order has been shipped" will be sent to you as soon as your items have been wrapped, packed and shipped. Your order will only be shipped once payment has been approved and some security checks have been performed on your credit card.
During the preparation time of your order, you may be contacted by our Customer Service team for specific purposes, such as stock availability of the product(s), issues about credit payment or to validate some contact of the shipping address.