FAQ

Do I have to pay duty or custom charges on my items?

If you’re ordering products to be delivered outside of the EU, they may be subject to taxes due to local laws or customs rules. Whoever your order is addressed to is responsible for all customs laws for the import of the products, and will be required to pay any additional charges for international delivery. The person receiving the goods, not the person placing the order, will receive a separate request for payment of these charges. If you’re ordering products to be delivered to someone else, make sure that they’re aware that they’ll need to cover this before you order. Unfortunately we have no control over these charges and cannot predict what they may be, so we can’t offer assistance on these processes. We recommend that you check the import charges applicable in any non-EU country before ordering products to be delivered there.

What materials do we use?

We try to use as much pure and honest materials as possible.

Soft furnishings:
For our cushions, cotton based fabrics are used with cotton embroidery threads. All our inserts
are hypoallergenic.

Our throws and dulais are 100% cotton. The kantha throws are made out of block printed muslin
with a thin layer of Calico. Cotton embroidery floss is used again.

Kitchen & Dining:
All our kitchen and dining products are made by hand. We use pure seasoned wood for our
cheeseboards, trays, and bowls. All our ceramic is made using clay.

Clothing:
All clothes are made using natural cotton and organic cotton fabric (Muslin) that is block printed by hand using
environment friendly dyes.

How do I place an order?

Simply add the items you wish to buy to the basket. When you go to checkout, you will be
prompted to a quick sign-up. This allows you to easily make changes and keep track of your
orders. When you place an order, and we have received your payment, we will get back to you
shortly with an order confirmation number. You will then be informed once your package has
been posted. If you’d like your item gift wrapped, please let us know at checkout.

What payment methods do you accept?

We take payments through Paypal, Mastercard, visa, apple and google pay. You can cancel or
update or edit an order within 14 hours of purchase if you change your mind. Once the item has
been shipped, it is not possible to make any amendments or cancellations.

Do you offer gift wrapping?

Yes, we do. Please mention if you would like something gift wrapped at checkout.

Do you offer free deliveries?

Sometimes, we do offer free deliveries or give out promo vouchers. Keep an eye out for those.

How long does it take to receive the products?

We ship out products within 1-3 business days after receiving payment unless they are out of
stock items. Most local parcels are sent out with as a standard delivery and should be with you
within 2-3 days. International parcels will take between 4-7 working days to arrive. If you would like to arrange an expedited delivery, please get in touch at info@ishq.uk or call us at 07366 567778

Do you offer free returns?

At the moment, we are unable to offer free returns. You can post returns to the following
address

Sanaee Limited,
408, 42 Meridien House
Upper Berkeley Street
Marylebone
W1H 5PW
London, United Kingdom.

What is your returns policy

If the items are damaged or unsatisfactory we will refund it within 14 days of purchase, but the
buyer will pay for return shipping. Please keep in mind that colours appear different on different
monitor screens, sometimes a certain item can not be recreated in the specific print requested
or embroidery thread colours may vary a bit. We aim for 100% customer satisfaction. Please
note we do not offer refunds or exchanges for jewellery items unless they are faulty.

CARE AND MAINTENANCE FOR YOUR ITEMS

As with all handmade products, you may find slight imperfections or difference. Please know
colours appear different on each screen and every piece we create is unique in its own way. No
one imperfection is the same. Rest assured it is our goal to provide the best quality we can. All
wooden products are food safe and carry the care instructions on their respective product
pages. If you have any queries, please write to us at uk.ishq@gmail.com

For cheeseboards, we suggest you do a slight polish of oil once in a while for the wood to shine
and condition. All ceramic that is gold plated must not be microwaved or put in the dishwasher,
we suggest delicate hand-washing with a non abrasive sponge and light detergent.

For clothes, all our clothing can be machine washed on delicate unless stated otherwise
(especially with prints in gold). Please do not bleach or tumble dry them. For best results, wash in cold water using a mild detergent. Do not dry clean! Ironing whilst damp will give you a really
nice finish, or use a spray starch.

For hand-embroideries, we recommend dry cleaning.