1. ORDERING
1.1 Do I need to open an account in order to shop with you?
No, you don’t need to. You can make purchases and check out as a guest everytime.
However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.
1.2 How do I /create an account?
Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.
1.3 How do I order?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment. Follow the prompts to provide your measurements and complete payment.
For detailed instructions, please visit our guide on How to Place an Order.
1.4 How do I pay for my orders?
We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.
1.5 Can I amend and cancel my order?
If you need to make changes to your order, contact us as soon as possible at sales@shantima.com. Please note that changes can only be made before production begins.
1.6 I have a discount code, how can I use it?
Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you missed keying it during checkout. Kindly ensure that all information is correct before confirming your purchase.
1.7 How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgment e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and the billing and delivery address are verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
2. SHIPPING & DELIVERY
2.1 Do you ship worldwide?
Yes! We offer worldwide delivery by partnering with FedEx courier services to ensure every order gets to your doorstep safely. For more details and rates on delivery, visit our Shipping Policy.
2.2 Do you offer free shipping?
SHĀNTIMA offers free worldwide courier shipping on all orders. Express shipping is available as an upgrade during checkout if you need faster delivery. For more information, please read our Shipping Policy.
2.3 When will my order be processed?
All SHĀNTIMA pieces are custom-made at our studio in the South of Israel. We are a small team, so please allow up to 10 business days for your order to be ready and shipped to you.
2.4 How long will it take for me to receive my order?
We ship your orders via FedEx Courier or FedEx Express Post, depending on the option you choose during checkout. All shipments have a tracking number to ensure transparency and peace of mind.
Estimated Delivery Times: Shipping times vary based on location and shipping method:
- Israel: Courier Post: 2-3 business days
- USA & Canada: FedEx Courier: 7-10 business days | FedEx Express Post: 2-4 business days
- New Zealand & Australia: FedEx Courier: 7-14 business days | FedEx Express Post: 4-6 business days
- Europe: FedEx Courier: 5-10 business days | FedEx Express Post: 1-3 business days
2.5 How can I track my delivery?
Once the order has been dispatched, an email confirmation will be sent to you with the tracking number and the link to the tracking page of the shipping company.
2.6 Will I need to pay customs duties?
Imported items may be subject to customs inspection and duty payments based on your country’s regulations. We recommend checking with your local customs authority for specific information.
2.7 Can I change my shipping address after my order has been confirmed?
If you need to make changes to the shipping address, contact us as soon as possible atsales@shantima.com. Please note that changes can only be made before the order is sent.
2.8 I have not received my parcel, what should I do?
Kindly drop an email to our Customer Care Team at sales@shantima.com if you have not received your parcel after 14 working days, and we will assist you accordingly.
2.9 Will there be an additional charge for redelivery?
There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onwards.
3. RETURNS & EXCHANGES
3.1 What is your return policy?
We accept returns for all items, including custom-made garments, because every Shantima piece is made to order. To initiate a return or exchange, email us at sales@shantima.com within 7 days of receiving your order. Returned items must be in their original condition, unworn, and unwashed.
Read more about our return policy here.
3.2 Can I return a customized item?
Yes, customized items can be returned or exchanged, as all our garments are made to order. We accept returns for customized items, but only if the design has not been altered by the client and changes are limited to size adjustments.
3.3 How long does it take to process a return?
Once we receive your returned item, we aim to process your exchange or refund within 5 business days.
4. PRODUCT INFORMATION
4.1 How should I care for my linen garments?
Linen is easy to care for! Wash your garments in cold water on a gentle cycle and air dry or tumble dry on low. Avoid bleach to maintain the fabric’s natural texture and color.
Read more about How To Care For Linen Clothes here.
4.2 Do linen garments shrink after washing?
All our linen is pre-washed to prevent shrinkage. However, following our care instructions will help maintain the garment’s fit and quality.
4.3 Can I customize my garment further?
Yes, in addition to providing your measurements, you can request specific customizations like altering the length, adding or removing pockets, or adjusting other features. Simply include your preferences during checkout or email us at sales@shantima.com.
4.4 Can I choose different fabric colors?
Absolutely! We offer a range of natural linen colors. You can select your preferred fabric color during the ordering process. Please read about the linen fabric types we use in the blog post.
4.5 How do I choose the right size?
All our garments are custom-made based on your measurements if you provide them. For the best fit, refer to our size guide and provide accurate measurements during checkout. If you have questions, contact us for assistance.
4.6 What if I’m unsure about my measurements?
Feel free to reach out to us at sales@shantima.com, and we’ll guide you through the process to ensure the perfect fit.
4.7 Where are your products made?
All our clothes are made to order in a small, women-run studio in Beer Sheva, south of Israel.
4.8 What does OEKO-TEX certified mean?
All SHĀNTIMA products are made from OEKO-TEX certified linen. The certification ensures the human-ecological safety of textile products in all stages of production (raw materials and fibers, yarns, fabrics, end products). Products that are OEKO-TEX certified are free of allergenic dyes, pesticides, heavy metals, and other harmful substances. The certification is voluntary and must be updated annually.
4.9 What makes linen sustainable?
Linen is made from flax, a remarkable plant that requires minimal water and no harsh chemicals to grow. It’s fully biodegradable, eco-friendly, and aligns with our commitment to sustainability and caring for the planet.
Read more about linen here.
4.10 How does Shantima contribute to sustainability?
At Shantima, we minimize waste by making all garments to order. Using 100% natural linen, we avoid overproduction and focus on creating timeless, durable pieces that honor an eco-conscious approach at every stage of our process.