- Mon-Fri: 10:00 - 18:00
- 25 West 21th Street, Miami FL, USA
I have received an incorrect item - what should I do next?
On occasion, we are aware that mistakes can happen when our staff are packing your goods. If you have received an incorrect item or incorrect size please do not hesitate to contact our Customer Support Team info@Shvanthi.com.
Please provide your order number, state the incorrect item and the item we should have sent you and we will look into this for you as a matter of urgency and will do all that we can to rectify the issue for you. It is probable that you will be requested to provide a photo of the incorrect product so that this can be provided to the relevant department.
Please be aware that all issues will need to be reported to us within 48 working hours of your order being received and failure to comply with our request for photo confirmation may result in us being unable to consider your claim.
Please do not open the incorrect product as this may be deemed as acceptance of the order.
I have a missing item - what should I do?
Sadly in some instances we can run out of stock of some products, this can happen when there is a slight delay from our website updating from our stock.
If you are missing an item from your order, please do check your emails first as we would’ve refunded you and emailed you for the out of stock item.
I haven't received an email or refund
If you are missing large amounts of your order, it may be because we split your order into multiple shipments. You should get tracking for all, but if you reach out to our team we can help through there.
If you haven’t received all your items, please contact our Customer Support team info@Shvanthi.com, providing your order number, and we’ll work with the courier to locate and deliver your missing item(s) as soon as possible.
I have received a damaged item
In the rare event that you receive a damaged item, we kindly request that you do not refuse delivery but accept it. Refusing delivery can lead to delays in processing replacements, as we must wait for the courier to return the refused parcel, which may take longer than expected.
Please be assured that we take extensive measures to prevent damage to your goods during transit. All our products undergo thorough inspection before being carefully packed and shipped.
To assist the resolution process, we kindly ask you to promptly contact our Customer Support Team info@Shvanthi.com. and provide the following information:
- Your order number.
- Details of the damaged product.
- Description of the type of damage.
- Confirmation if the package arrived intact and fully sealed.
In some cases, we may request photographic evidence of the damage, which should be provided within 48 hours of receiving your delivery.
For damaged items, we may need to arrange a collection from your delivery address or, in some cases, request that you return the items to us, with shipping cost reimbursement provided. Please refrain from returning or disposing of damaged items without prior authorisation, as doing so may result in the rejection of your claim.
If you receive a damaged tub/pouch with an intact seal, please do not open it, as this will be seen as acceptance of the order.
Once we receive the requested photos (if applicable), we will make every effort to promptly address the situation. Please note that we cannot process refunds, credit, or exchanges for damaged items until we’ve verified proof of the damage.
Your satisfaction is important to us, and we appreciate your patience in resolving this efficiently.
Order Amendments
Can I amend my order after I have placed it?
As Shvanthi use a fully automated ordering process, this means that all orders are locked onto the system as soon as you have placed and paid for the order. This ensures that your order is dispatched on time. As a result of this, we are unable to add or change any items on your order.
This includes changing your address, flavours, adding items or even swapping items. Sadly at this moment in time we are unable to amend your order after it has been placed.
Can I cancel my order?
If you decide you would like to cancel your order for any reason, please contact our Customer Support team as soon as possible via our chatbot in the bottom right and they will do all they can to assist with your request.
However, please be aware that once your order has been placed, there is only a small window of opportunity for us to complete your request and we cannot guarantee that we will be able to cancel your order before it is shipped.
If we are unable to cancel your order, you may return it to us following the Return guidelines.
You can return any unopened items within 14 days of purchase. Just make sure you send us your name, order number, and reason for return in the same package as your returned item. Please note we don’t cover the cost of returns.
Shvanthi (Returns)
15 Mickleton Drive
Evington
Leicester
LE5 6GE
Please note that Customer Services are open Monday to Friday 8am – 6pm, and Weekends 9am – 6pm. If your request is received after these hours, it may not be possible for them to complete your request.
Other Order Queries
Why haven't I received an order confirmation?
After placing your order, you can expect to receive an email confirmation within a couple of hours. This confirmation will be sent to the email address provided during your order placement or the one associated with your Shvanthi™ account.
Before reaching out to our Customer Support team, please consider the following steps if you do not receive the confirmation email:
- Check your spam or junk folder: Sometimes, our emails may land in your spam or junk folder, so please ensure you’ve looked there.
- Log into Your Shvanthi Account: If you have a Shvanthi account, you can log in and review your order history to verify your order’s status.
- Review your bank statement: If you order has been placed successfully, your bank statement should reflect the debit of funds from your account.
If you’ve been charged for your order but still haven’t received a confirmation email after two hours, please reach out to our friendly Customer Support Team with details of the email address used to place the order. They’ll be able to confirm whether the it has been placed successfully.
I have an account – can I send to a separate address from my Billing address?
Yes, we do offer the flexibility to have your order delivered to an address different from your billing address. It’s important to ensure that your billing address is accurate. To streamline this process, we recommend entering and saving your billing address in your account. You can also add and save additional delivery addresses if needed.
When it’s time to make payment for your order, you will be asked to select your billing address and the preferred delivery address for this order from the available options. If you find the need to include a new delivery address during the payment process, you can easily do so by clicking ‘Edit your addresses’ and then selecting ‘add address.’ This will add your new address to your saved options. If you make these changes while in the middle of a transaction, you may need to refresh your browser for the updates to take effect.