Frequently Asked Questions

Open the SHUAFAY My Account page and enter the requested registration information.

Use an email address that you can access. Order notifications, account-security messages and password-reset instructions may be sent to that address.

Open My Account and sign in using the registered email address or username and password.

Use the password-reset option when the password is unavailable. Follow the secure link sent to the registered email address and check the spam folder when necessary.

Guest checkout availability may depend on the product, checkout flow and current store configuration.

An account is recommended because it may make order review, saved addresses, Wallet access and customer support easier.

A successfully submitted order normally generates an on-screen confirmation and an order email.

Review My Account and the email inbox, including spam or promotions folders. A pending, failed or unverified payment may require further action before the order can proceed.

Contact SHUAFAY immediately and include the order number and exact requested change.

A change or cancellation cannot be guaranteed after materials have been allocated, customisation has started, production has begun or the shipment has been booked.

Materials vary by product and may include different leather types, suede, textile fabrics, linings, hardware and specialist components.

Review the individual product page for its listed outer material, lining, construction and available options.

Genuine leather is a natural material. Individual hides may differ in grain, texture, softness, creasing, surface character and tonal appearance.

Reasonable natural variation is not automatically a defect where it remains consistent with the selected material and finish.

Use the exact product’s size chart, fit description and available product-specific measurements.

Do not select a size only because the same label fits in another brand. Sizing and garment ease can differ between brands and between individual product designs.

Eligible products may provide a custom-size option or may be reviewed through the custom clothing process.

The customer is responsible for supplying complete and accurate measurements. Review the SHUAFAY Custom Sizing Policy before submitting measurement information.

SHUAFAY aims to represent each product accurately, but screen calibration, lighting, photography, editing, material texture and dye batches can affect perceived colour.

Reasonable tonal variation can occur, particularly with genuine leather, suede and hand-finished materials.

Do not assume that a product includes armour, certification or a particular protective rating unless the exact feature is expressly stated and verified on the product page.

Contact SHUAFAY before ordering where a specific protector, certification or performance requirement is essential.

A made-to-order product may be manufactured or prepared after the order, selected variation, specifications and payment have been confirmed.

The item may use a standard listed size or may include custom measurements and other approved personalisation.

SHUAFAY may review original, modified, customer-inspired and made-to-order clothing requests for men and women.

Acceptance depends on design feasibility, materials, intellectual-property considerations, construction, intended use and production requirements.

Begin through the Custom Clothing Inquiry .

Include the product type, intended wearer, clear front and back references, measurements, preferred material, colour, hardware, special features, intended use, delivery country and desired timeline.

Submit only images, logos, artwork and designs that you are authorised to use.

No. Where an inquiry, assessment or quotation fee is displayed, it covers the stated review, feasibility, planning or quotation service.

The final product price depends on material, design complexity, measurements, hardware, pattern work, quantity, packaging and delivery requirements.

Production timing depends on product type, design complexity, measurements, material availability, pattern work, current capacity and customer response time.

The estimate shown on the product page, quotation, order confirmation or direct written communication is the most relevant estimate for that order.

Custom-sized, personalised and made-to-order products generally have restricted return and cancellation eligibility because they are produced for an individual customer.

This does not remove mandatory rights connected with verified defects, materially incorrect products or other qualifying issues.

Review the Custom Clothing and Made-to-Order Policy .

Available payment methods are displayed during checkout and may vary by destination, currency, order type, provider and transaction eligibility.

Complete any card, verification or security step requested by the selected payment provider.

SHUAFAY uses encrypted website connections and integrated payment providers to process eligible transactions.

Additional authentication may be required by the card issuer, bank or payment provider. Never send a complete card number through a normal support message.

SHUAFAY supports a regional and multi-currency shopping experience. Available currencies may depend on the selected country, storefront settings and checkout support.

Review the final currency, order total and payment amount before confirming checkout.

The SHUAFAY Wallet is an account-linked shopping-value and rewards feature.

Eligible customers may be able to top up Wallet value, receive promotional rewards and redeem part of the available balance on qualifying orders.

Review the SHUAFAY Wallet Policy .

Sign in to the account connected to the Wallet, open the Wallet Top-Up page , select an available amount and complete the payment process.

Wallet value is applied after payment confirmation and any required transaction review.

Bonus amounts, minimum top-ups, redemption limits and eligible products can vary by campaign.

The terms displayed on the Wallet Top-Up page, Wallet Policy and actual confirmation screen govern the transaction. Promotional Wallet value may be adjusted following a refund, reversal, duplicate credit, chargeback, error or policy violation.

Production or preparation time covers the period before the order is handed to the courier. Transit time begins after dispatch.

Made-to-order, custom-sized and personalised products normally require production before the courier delivery estimate begins.

SHUAFAY serves multiple international destinations, subject to product eligibility, courier coverage, legal restrictions and checkout configuration.

Enter the complete destination country and address during checkout to review available options.

SHUAFAY may use DHL, UPS or another suitable courier or logistics partner according to the destination, shipment type and available service.

The selected carrier and tracking details are normally shared after shipment booking.

When available, tracking may be provided by email, through My Account or through direct support communication.

A newly issued tracking number can require time before the courier records its first physical scan.

Customs duties, import taxes, brokerage and local clearance requirements vary by destination and may not be included unless clearly stated.

The recipient may be responsible for charges applied by local authorities or the courier. Consult the destination customs authority for country-specific guidance.

Contact SHUAFAY immediately and provide the order number, existing address and corrected address.

A change cannot be guaranteed after production, packing, courier booking or dispatch. Additional verification or courier charges may apply.

Review the SHUAFAY Refunds and Returns Policy and contact support within the applicable period.

Include the order number, product details, reason for the request and clear photographs where the concern involves damage, fit, condition or an incorrect item.

Do not send a parcel before receiving the applicable return instructions and address.

Do not assume that a prepaid return label is included with every order.

Return arrangements depend on the reason, product, destination, eligibility and instructions issued for the approved request.

Contact SHUAFAY promptly and provide the order number, a clear explanation, full-product photographs and images of the packaging and shipping label where relevant.

Keep the product, accessories and packaging unchanged until the case has been reviewed.

Exchange availability depends on product eligibility, condition, destination, stock or production availability and the applicable return terms.

Contact support before arranging any shipment. A new order and separate refund process may sometimes be required.

An approved refund may be returned to the original payment method, eligible Wallet balance or another appropriate destination according to the original payment allocation and applicable policy.

Bank, card-provider and payment-gateway processing periods may continue after SHUAFAY completes its refund action.

Warranty eligibility depends on the product, issue, purchase information, care, use, normal wear and the terms applicable to the order.

Review the SHUAFAY Warranty Policy and contact support with the order number and clear evidence of the issue.

Remove light surface dust with a clean, soft cloth. Follow the individual product-care label before general guidance.

Do not use harsh household cleaners, bleach, strong alcohol, unsuitable detergent or an unverified leather treatment.

Blot excess moisture gently with a clean, absorbent cloth and allow the product to air dry naturally at room temperature.

Do not use a hair dryer, tumble dryer, radiator, direct heater or intense sunlight to force drying.

Use a broad or padded hanger that supports the shoulders. Store the garment in a cool, dry, ventilated area.

Avoid prolonged compression, sharp folds and sealed plastic storage that can trap moisture.

A suitable leather conditioner may help support some leather finishes, but products can react differently.

Use only a product suitable for the specific leather and finish. Test a small concealed area first and avoid excessive application.

Do not machine wash leather unless the specific care label expressly allows it.

For deep cleaning, stain treatment, reconditioning or repair, use a professional experienced with the relevant leather type and garment construction.

Review the SHUAFAY Leather Care Guide .

SHUAFAY Industries may review eligible factory-direct manufacturing, wholesale, private-label, white-label and product- development inquiries.

Available materials, minimum quantities, sampling, pricing and production terms depend on the product and project scope.

Visit SHUAFAY B2B for the current manufacturing direction.

Use the SHUAFAY Product Quotation page.

Include product category, quantity, material, branding, packaging, customization, target market, reference images and delivery destination.

Minimum quantities depend on product type, material sourcing, branding, pattern development, packaging and production efficiency.

Submit the intended quantity with the quotation request so SHUAFAY can review the feasible production route.

SHUAFAY Studios provides digital and creative services that may include WordPress and WooCommerce development, website redesign, SEO, website performance optimization, photography editing, video editing and social content support.

Visit SHUAFAY Studios to review the current service offering.

Use the SHUAFAY Contact page for product, order, sizing, Wallet, delivery, return, B2B or Studios inquiries.

• Terms and Conditions
• Privacy Policy
• Shipping and Delivery Policy
• Refunds and Returns Policy
• Wallet Policy
• Custom Sizing Policy