faq's

Can I cancel my order?
Yes, you can.
Customers can choose to cancel their order at any point before the order status is marked as
“Shipped”
If your order was picked up by the shipping courier but was not yet delivered to your location,
you will only be subjected to shipping fees.
If your order has already been shipped and is en route to your destination, you will have to ask
for a refund/return which you will find under “Returns & Refunds”
How to cancel your order before it is shipped:
● Log in to your account -> My orders -> search for your order number (either in
“Pending” or “Processed”) -> Click on cancel order
● Click confirm to receive a new confirmation email. Once you receive the email, your
order will be automatically cancelled.
Guests can cancel their orders prior to shipment by contacting our customer support team via
chat or email at [e-mail].
Do I need an account to place an order?
No, you do not have to create an account to shop with Sheyaaka.
You can either complete your order as a guest or by creating an account.While placing an order
as a guest is an option, it comes with some limitations.
You will miss out on these benefits:
- Cash on delivery
- Wallet credit for every purchase made
- Sheyaaka’s loyalty programs
- Give your own review on items
- Find your fit feature
My Online Payment was declined, why?
Please check the possible reasons for this occurrence to happen:
● Your card is for ATM use only
Some cards cannot be used for online shopping, it is advisable you contact your bank to get more
information on this matter.

● 3D Secure Check
This is a one-time process completed through the card issuer’s (bank) website. Contact your bank
if you are facing any problems with 3D secure.
● Double check your card details
Make sure you have entered your card’s information correctly.
● Check the funds available in your card
Double check that you have sufficient funds to make the purchase
If none of the above apply, contact our customer support through the chat portal found on the
lower right corner of the page or by sending an email to [e-mail]
Schedule a delivery
Each one of our merchants have their own distinguished services to simplify the delivery
process.
DHL
Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while it’s
on its way to you using DHL On Demand Delivery (ODD). Whether you need to schedule a
delivery for another day or remove the signature requirement, ODD makes it easy for you.
Once your order has left our partner’s premises with DHL, they will contact you via SMS and/or
email to let you know when to expect your delivery. If ODD is available in your location, this
message will also contain a link to the ODD site. You only require your tracking (shipment Air
waybill) number.
Please refer to www.dhl.com for more information.
Aramex
In order to modify the delivery schedule with Aramex, you are required to contact your local
Aramex office providing them with your Air waybill number or email us at
[e-mail] to assist.
Skynet
You are required to contact your local Skynet office providing them with your Air waybill
number or email us at [e-mail] to assist.
How do I transfer a balance from wallet to wallet
You can share your balance with your loved ones!

To do so, log in to your account and go to My Assets->Wallet then follow the steps below:
● Click on transfer balance
● Fill in the amount to be transferred
● Fill in the beneficiary wallet number
● Click transfer and confirm your request
If you are a green member, you can only transfer 25% or less from your total balance.
If you are a gold member, you can only transfer 50% or less from your total balance.
If you are a platinum member, you can only transfer 100% or less from your total balance.
If you encounter any issues, feel free to contact our customer support agents through the chat
portal or send an email to [e-mail].
How can I redeem an existing gift card?
Congratulations on your card!
Gift cards are prepaid funds that you can use to make purchases through Sheyaaka.com.
These cards are available for sale through various resellers in specific countries and through
Sheyaaka.com.
Each card is valid for two years after purchase.
Follow the steps below to redeem your card:
● Log in to your account
● Go to My Assets->Gift Cards
● Type in your card number and pin
● Click on “Check Balance” then click on “Transfer to Card”
If you encounter any issues, please contact our customer service through the chat portal or send
an email to [e-mail]
I forgot my password, how can I reset it?
You can reset your password following these steps:
● On your log in page, click on forgot password
● Fill the fields requested
● Click submit
● You will receive an email to change your password
● Click on the link to be redirected
● Choose and confirm your new password

I received a defective item, what can I do?.
If you receive a defective item, please send an email to our customer service team at
[e-mail] making sure you include a clear picture of the defect.
Once verified, our courier partner will pick up the defected item within 4 days of our
confirmation and a full refund of the item will be issued.
If you are a registered customer, go to My Orders -> Refunds -> click on “Return an Item”. Then
fill the required fields and submit
What is a 2 factor authenticator and what happens if I lose
my phone?
Two factor authenticator is an additional security measure added by our security experts to better
protect your information.
Two enable this, go to My Profile->Settings-> 2 factor Authenticator
● Select your preferred security question and type in your reply
● Scan the QR code and type in the code you receive
● Click confirm
In case you lost your phone and require to deactivate the two factor authenticator to regain access
to your account, please contact our customer service through the chat portal or send an email to
[e-mail] and a member of our team will assist you.
What packaging options can I choose from?
For the time being and for the purpose of avoiding additional shipping fees that might arise from
the packaging method, your order will be shipped enclosed with Sheyaaka’s custom bags.
These waterproof and anti-tamper bags were selected specifically for their high quality and
lightweight properties, contributing to lower shipping cost.
Why is my order split into different packages?
Your orders are shipped directly from the merchant’s warehouse. That being said, sometimes you
will receive your items in separate packages depending on how many stores you have selected
from.
For each package sent, you will receive a separate shipment confirmation email with a tracking
link.

Some destinations have the option of consolidating their orders, you will be offered this option at
checkout.
Note: Consolidation options may cause a delay in delivery.
We will later announce the introduction of our fulfillment center at a later stage. Once activated,
customers can expect to receive their orders in one parcel, even if the order includes items from
multiple merchants. As a result, a delay of one or two days will be expected in order to combine
all items from different merchants into one order.
Shipping cost
We have partnered with Aramex to provide you with the best delivery experience in the market.
We will be introducing additional shipping methods based on our customer reviews and
recommendations.
For Lebanon: The average cost for domestic service per parcel is 4 USD. However, our
customers will benefit from a discount on shipping that is proportional to the number of parcels
they will receive.
The exact number will be calculated at checkout.
Order Status
Registered users can check the status of their order by following these steps:
1. Log in to your account, navigate to "My Orders" and check the status using your order
number.
2. Check the order status on the profile page.
3. Contact our customer support team via chat or email at [e-mail].

I purchased an item that went on sale a day after, what can I
do?
Our customers are our priority each step of the way!
This service that follows is only available for customers who've made their purchases using their
accounts with Sheyaaka.
You have the right to ask for a refund for the difference for as long as the parcel has not been
received.
To do so, please send an email to our customer support team at [e-mail]
with your order number.
Our team will hastily investigate the issue and contact our selling partner on your behalf. When
verified, the difference will be automatically added to your wallet.
As for our guests, unfortunately we cannot offer such partial refunds however you can cancel
your order by contacting our customer services team on [e-mail]. Please
take note that the amount will be refunded wholly if and only if the shipment has not yet been
picked up by the shipping company. If the order has already been picked up, the refund will

exclude any shipping fees. It is worth mentioning that the quantity is not reserved in this case and
our partner is not liable in any way.