Frequently Asked Questions
PURCHASING ONLINE
How do I use the website?
There are several ways to browse shenyunshop-europe.com. By rolling your cursor over the navigation bar at the top of the page and then clicking on your desired category, you can view our collections, read our story, or learn about the background of our products.
If you are looking for a specific item, our search box is located on the upper right-hand corner of our page. Just type in the name or category of the particular product.
Where can I buy Shen Yun Shop products?
Our products are available for purchase online at shenyunshop-europe.com and in person in the theatre lobby at most of Shen Yun's EU performances.
What if I have a question?
If you have any questions or concerns, please feel free to contact us by phone at +49 (0)30 23 59 30 230, Monday - Friday between 10:00 - 16:00 (CET), excluding holidays. Or send us an email at shop@shenyunshop-europe.com
PRODUCT INFORMATION
What types of products does Shen Yun Shop Europe carry?
Shen Yun Shop Europe carries an exclusive selection of Shen Yun memorabilia, apparel, accessories, and décor to beautify the home. Products on our site are subject to availability.
Does Shen Yun Shop Europe guarantee the authenticity of all its products?
Yes, we guarantee the authenticity of all products purchased on shenyunshop-europe.com.
Shen Yun Shop products are crafted with a sophisticated design using high-quality materials. Our designs are inspired by Shen Yun's dances and feature highly elaborate patterns from traditional Chinese attire. All scarves and ties are made of 100 percent silk.
What should I do if an item I want is unavailable?
For inquiries on items that are unavailable online, please contact us by phone at +49 (0)30 23 59 30 230, Monday - Friday between 10:00 - 16:00 (CET), excluding holidays. Or send us an email at shop@shenyunshop-europe.com
ORDER INFORMATION
Orders may be placed via website or phone.
To order via the website, type in the quantity of the selection you would like to purchase into the box next to “Quantity” and click “Add to Cart.” To add other products, click “Continue shopping.” Once you are ready to complete your purchase, click “Continue to Check Out” at the top right corner of the screen to be led through the checkout process.
Do I need to create an account to order online?
No. You may choose to either create an account or checkout as a guest. However, for future convenience we recommend you to create an account. Your account will allow you to store and update your personal information, access your order history, and save addresses for faster checkout.
How can I check my order status?
You may check your order status on our website by clicking “login" in the upper right corner of the screen. You will need to enter your email address and password under User Login. Go to “My Account” on the top and under “My Order” you may view your order status.
How do I know if Shen Yun Shop received my order?
You will be sent an email with your Order Confirmation once the order has been received. Here you will find your order number and details about your order such as the product description, your billing and shipping address, and the total price of your purchase. If you do not receive your order confirmation within 24 hours, feel free to call us by phone at +49 (0)30 23 59 30 230, Monday - Friday between 10:00 - 16:00 (CET), excluding holidays, or send us an email at shop@shenyunshop-europe.com to confirm that we have received your order.
Can I cancel or modify my order?
If you wish to cancel or modify your order, please send an email to shop@shenyunshop-europe.com as soon as possible. We will make every effort to accommodate your request. However, once an order has been processed, we cannot guarantee that the purchase can be canceled or modified.
If you have received your order and needed to return it, please contact us via email to shop@shenyunshop-europe.com
PAYMENT
Shen Yun Shop Europe accepts the following forms of payment for online purchases:
Visa, Mastercard, American Express and Paypal.
Please note that your billing address must match the address on your credit card statement. At this time, we do not accept gift cards.
When will my credit card be charged?
The transaction will be charged to your credit card after we have verified your card details, received credit authorization, confirmed availability, and prepared your order for shipping. Your credit card will not be charged at the time you submit your order.
Can I use multiple methods of payment?
At this time we only accept one form of payment per order.
Is the payment method secure?All transactions are secured. shenyunshop-europe.com is provided with an SSL encryption system to protect personal and payment data. Shen Yun Shop does not keep any credit card information.
TRACKING
How can I track my order?
When shipping your order, we will send a confirmation email with your tracking number to confirm that your order has been accepted and processed.
If you have a registered account with Shen Yun Shop Europe, you may check the status of your order online. Visit My Account, sign in to your account, and click the ‘My Order' tab.
Orders may take 2-3 business days to process. Once your order has shipped, you will receive a shipping confirmation email. You can track your order via the shipping confirmation email or your account.
SHIPPING & DELIVERY
Which shipping options are available and what are the shipping fees?
We offer DHL for shipping.
Standard delivery orders should arrive in 3 - 5 business days from the time you receive the shipping confirmation email. Orders will be shipped using DHL. If a standard order is placed over the weekend, the earliest it will ship is Monday.
What are the shipping fees?
Shipping is calculated based on the total weight of your order, the destination country or region, as well as the desired service level of shipping.
Where does Shen Yun Shop ship to?
We ship EU-wide.
Can I ship to multiple addresses?
At this time, we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.
When can I expect delivery of my order?
Once we ship your order you will receive a Shipment Confirmation email, which will include the tracking number of your package.
To estimate the total delivery time for immediately available items, please allow 3-5 business days for domestic deliveries and up to 10-15 days for international deliveries. If a more extended period is needed, we will notify you by email.
To estimate the total delivery time for priority waitlist items, please refer to your order confirmation email for your estimated shipping dates. Please be aware that the dates provided are only estimates, and that your items may arrive sooner or later than anticipated.
RETURNS, EXCHANGES & REFUNDS
What is your return policy? How many days do I have to return a product?
Please inspect your order upon delivery. If for any reason you are not satisfied, you may return unused, unwashed, and undamaged products in their original packaging with plastic-wraps within 30days from the date of delivery. DVDs, CDs, and calendars are non-returnable.
Please note that merchandise that has been used, altered, or damaged will not be accepted. Shen Yun Shop reserves the right to refuse return of any merchandise that does not meet the above return requirements.
For any return or exchange, please contact Shen Yun Shop by phone at +49 (0)30 23 59 30 230, Monday - Friday between 10:00 - 16:00 (CET), excluding holidays. Or send us an email at order@shenyunshop-europe.com as soon as possible, and include your order number.
Shipping and handling charges of the returned item may apply. We recommend a secure method of shipping for easier tracking and delivery confirmation. Shen Yun Shop is not responsible for items lost during shipping, and cannot process your return until the item is received.
How do I return an item?
Place your return in the original package and mail it back to:
CBC CrossBorder Connection GmbH | Salzachstr. 39a | 14129 Berlin | Germany. We recommend shipping returned merchandise via DHL for tracking purposes.
If I received a faulty item, what can I do?
We want all of our customers to enjoy their products. If you have received a faulty item, please contact us immediately at order@shenyunshop-europe.com, and we will aim to resolve it. If you seek a replacement and the item is no longer available, a refund including any applicable shipping and handling charges will be applied to the credit card used to place the order.
We estimate your payment method provider will make refunds within 7-10 working days. Working days are Monday - Friday, excluding public holidays. Refunds will be credited to the original purchaser’s method of payment.
Original shipping charges incurred at the time of purchase are non-refundable.