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  • I want to change my personal information.
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    Q I want to change my personal information.
    A
    login > click [My Page] on the top right corner > [Change Personal Information]
    Please update any changes in your email address or phone number on My Page.
  • What is your after-sales services policy?
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    Q What is your after-sales services policy?
    A

    The card provided with the product is an authenticity card issued by the shaclara official store.

    After-sales services are provided for one year from the date of purchase. 

    However, the customer will be charged for repairing damages attributable to the customer.

  • The product has wrinkles. Is it a defect?
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    Q The product has wrinkles. Is it a defect?
    A

    The product is made with genuine leather,

    so there may naturally be creases, wrinkles, blemishes, or minor scratches. 


    For more detail, please contact us at our customer service center.

  • How do I request a repair?
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    Q How do I request a repair?
    A

    Please refer to the following procedure to request a repair.


    1. Go to the top of the shaclara website > customer > contact us. Make an inquiry via phone or email.

    (*Request must include: order number or purchase information / needed repair / photo)

    2. Some items or damages may not be repairable.

    3. A repairer will examine the photo and notify whether it is repairable and the cost for repair. (This will take one or two days)

    4. You may drop off the product at our store or send it over delivery.

  • Can I pick up the product at your store?
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    Q Can I pick up the product at your store?
    A

    Products are shipped via UPS only.

    You will be notified by text message or email when shipment begins. 


    Deliveries are usually completed within 1weeks on average after shipment.

  • Can I change or cancel my order?
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    Q Can I change or cancel my order?
    A

    You can change or cancel your order during the order period (from the 1st to the 10th of each month).

    Please contact our customer service center during the production period (from the 11th of each month).

  • How do I check my order if I am not a member?
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    Q How do I check my order if I am not a member?
    A You will be notified when shipment begins via phone or email information you provided during the non-member purchase.
  • How do I send the item for exchange or refund?
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    Q How do I send the item for exchange or refund?
    A
    Once the return request is received, the collection process will be arranged automatically. 
    You don’t need to hire a parcel delivery service company. The delivery person will visit to collect the item within two or three days after the return request. 

    If the delivery person is unable to get in contact with you after several trials, you may be deemed to be withdrawing the request. 
    Shipping charges may apply for exchanges and refunds for reasons not attributable to shaclara.
  • What is your policy for exchange or refund?
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    Q What is your policy for exchange or refund?
    A

    If you change your mind and wish to request a return or exchange, 

    the product must be sent back within seven days from receiving the item.


    Generally, the following cases are not eligible for exchange or refund.


    1. Color slightly different from screen

    2. Creases, wrinkles, blemishes, or minor scratches natural to genuine leather

    3. Reduced product value due to the removal of packaging or tag

    ※ Products may not be returned if the tag is removed. Please remove the tag after thoroughly checking the product.


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