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FAQs

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Office

45 East Lawn Way
Covington, GA 30016 United States

Email us

support@shalawamnaturalscollective.com

Call us

Phone: 404. 689. 3797
10:00 AM - 6:00 PM EST

Frequently asked questions

Need a Little Help? We want your Shalawam Naturals experience to feel simple from the moment you shop until your order arrives. Find answers to our most common questions below.

How long does it take to process my order?

Because many Shalawam Naturals products are handmade or prepared in small batches, processing times vary by order type.

Digital Products & E-books: Immediately or within 24 hours
Handmade Skincare & Spa Products: 3–7 business days
Custom Gift Boxes & Curated Collections: 5–10 business days
Wholesale, White Label & Large Custom Orders: Processing times are provided based on the size and details of the order.

Business days are Monday through Friday, excluding holidays.

During launches, sales and holiday seasons, please allow additional processing time.

How long does shipping take?

Shipping time begins after your order has been processed.

Available shipping methods and estimated delivery times will be shown during checkout. Orders may be shipped through USPS, UPS or FedEx.

Please remember that processing time and carrier transit time are separate.

How will I know when my order ships?

Once your order ships, you will receive a shipping confirmation email containing your tracking number and carrier information.

Tracking may take up to 24 hours to update after your package has been scanned by the carrier.

Do you offer free shipping?

Any available free-shipping promotions or order minimums will be displayed on our website or during checkout.

Otherwise, shipping costs are calculated at checkout based on your delivery location, package and available shipping method.

Do you ship internationally?

At this time, Shalawam Naturals primarily ships within the United States, U.S. territories and Canada.

Canadian customers may be responsible for applicable customs fees, duties, taxes or other import-related charges.

What happens if I enter the wrong shipping address?

Please contact us as soon as possible at:

support@shalawamnaturalscollective.com

If your order has not yet shipped, we will do our best to assist you.

Once an order has shipped, we cannot guarantee that the delivery address can be changed.

Packages returned because of an incorrect or incomplete address may require an additional shipping fee before being resent.

What happens if my package is delayed, lost or stolen?

Once a package has been accepted by the shipping carrier, delivery is handled by that carrier. If your tracking shows a delay or delivery issue, please contact the carrier first using your tracking number. Shalawam Naturals is not responsible for carrier delays, weather-related interruptions, stolen packages or delivery exceptions, but our team will assist where reasonably possible.

What should I do if my order arrives damaged?

Please contact us within 48 hours of delivery. Send:

Your order number
A photo of the damaged product
A photo of the shipping package
A brief description of the issue

Email everything to: support@shalawamnaturalscollective.com

We will review the situation and determine the appropriate resolution.

My body butter or oil arrived soft or melted. Is it still good?

Yes. Many of our handmade products contain natural butters and oils that may soften or melt during warm-weather shipping.

This does not normally affect the quality of the product. If your product arrives softened, place it upright in the refrigerator for approximately 20–30 minutes, then allow it to return to room temperature before use. Because our products are handmade, texture may look slightly different after melting and resolidifying.

Why does my handmade product look slightly different from my previous order?

Our products are handcrafted in small batches. Natural variations in color, texture, appearance, botanical ingredients and fragrance are normal and are part of the handmade experience. Small variations do not necessarily indicate a problem with the product.

What is your return policy?

Eligible items may be returned within 30 days of receiving your order. To qualify, an eligible item must generally be:

Unused
Unworn
In its original condition
In its original packaging
Accompanied by proof of purchase

You must contact us before returning an item. Do not mail a return without receiving return instructions first.

Email: support@shalawamnaturalscollective.com

Can skincare, beauty or personal-care products be returned?

For health, hygiene and safety reasons, beauty and personal-care products are generally not returnable once opened, used or otherwise no longer in their original sellable condition. If your product arrives damaged, defective or incorrect, please contact us immediately so we can review the issue.

Are custom products returnable?

Custom, personalized, made-to-order and specially prepared products are generally final sale and cannot be returned unless they arrive damaged, defective or incorrect.

This may include certain:

Custom gift boxes
Personalized orders
White-label products
Wholesale/custom production
Special-order merchandise

Please contact us before purchasing if you have questions about whether a specific product is returnable.

Can I return a sale item or gift card?

No. Sale items and gift cards are final sale and are not eligible for return or refund.

Can digital products be returned or refunded?

No.

Because customers receive immediate or near-immediate access, digital products are final sale.

This includes:

E-books
Digital journals
Planners
Wellness guides
Printable resources
Templates
Downloadable resources

Please review the product description carefully before purchasing.

If you experience a technical problem accessing a purchased digital product, contact us for assistance.

Do you offer exchanges?

We do not process traditional exchanges. The fastest option is to request a return for an eligible item. Once the return has been approved, you may place a separate order for the replacement product you want.

How long do refunds take?

Once your approved return has been received and inspected, we will notify you of the refund decision. Approved refunds are issued to your original payment method, generally within 10 business days. Your bank or credit-card provider may require additional time to post the refund to your account. If more than 15 business days have passed since your refund was approved, please contact:

support@shalawamnaturalscollective.com

Can I cancel my order?

Contact us as soon as possible if you need to request a cancellation. Because some orders begin processing quickly and many products are handmade or prepared specifically for an order, cancellation is not guaranteed once processing has begun. Digital purchases cannot be canceled after access or download delivery has been provided.

Can separate orders be combined?

We cannot guarantee that separately placed orders can be combined. To avoid delays, each order may be processed and shipped independently.

Do you offer wholesale or white-label ordering?

Yes. Shalawam Naturals offers opportunities for qualifying businesses interested in wholesale and white-label products. Processing times, minimums, product availability and other requirements may vary based on the order.

EXPLORE WHITE LABEL

Do you have an affiliate program?

Yes. Approved affiliates can share Shalawam Naturals with their communities and may earn commissions on qualifying purchases made through their referral link.

BECOME AN AFFILIATE