FAQs

You can contact our customer care team on our hotline number : 98080248

Al Shanakel Customer Service :

We are open from 10am to 11pm Everyday (excluding Public holidays).

Yes, You can view your orders from us at any time using our website. Simply follow the steps below.

1. Log in to our website and click on 'my account' at the top of the page.
2. Click on the link ‘My Orders’ on the left of the page. This will show you your order history.

You can track following

• New Order Placed
• Order Delivered
• Order Invoiced

Option 1 Home Delivery

If Home Delivery is chosen, most of our orders placed before 8 pm will be delivered on the same day within 4 Hours however if any issues arises exact delivery time will be informed by our customer care team. Orders placed after 8 pm will be delivered on next day.

Al Shanakel pride itself in offering the highest levels of quality and service as KIDS deserve the best! We will be happy to refund or exchange any item(s) that you are not completely satisfied with, as long as the item / items are returned in an unused condition in their original packaging, within 15 days of receipt of your order with a copy of the Invoice. Faulty items must be reported within 5 days with packaging & receipt. Faulty Items can be repaired, exchanged or refunded.

Please visit our exchange & refund policy page for more details.

Your order may be cancelled for a number of reasons. The most common reasons for this are:-

• Out of Stock Items – In this event, you will receive an email confirming the cancellation of your order.
• If we’ve been unsuccessful in delivering the order to your chosen delivery address.
• If payment was not successful

We’re sorry that you haven't received your confirmation email. If our email address is not in your address book, it may have been classed as spam mail, meaning that it might not have appeared in your inbox. It is also worth checking that your email address has been entered into your account correctly.

Our confirmation emails are usually sent within a few minutes of an order being placed. However, when our site is very busy, you may have to wait a little bit longer before you receive your email. 

You may update your delivery address by clicking the 'my account' link provided on the page, logging in using your username and password and then going address page wherein you can add, remove and amend your addresses.

If you have already placed an order changes made in this area will not alter their delivery details. The change in address will get effected from your next delivery order.

Debit card and Credit Card payments will be immediately charged upon order confirmation.

When you place an order on our website, you will receive email confirming your order, delivery type and mode of collection, along with details of all the items you have ordered.

We will request you to check all the information pertaining to your order on this confirmation email, as incorrect information can cause delays on your order.

If you have an existing account with us and have forgotten your password please click the 'sign in / register' link at the top of the page. Click the 'forgotten your password?' link. We will then send you an email with instructions to reset your password.

If you don't receive your password reset email within 1 hour please check your spam folder. If the email is not in your spam folder please request another by contacting our customer care team by email : support@shanakel.com

Once an order has been placed we are unable to change your payment information. By default we do not store any payment information on our systems.