How to Order
Q: What is the easiet way to find what I need?
A: One option is to use our top navigation menu to find what you are looking for. Another way to zero in on what you are looking for is by using our search box located on the top of every page. Type in a keyword to find the product!
Q: How do I place an item in my Shopping Bag?
A: When you are viewing an item in its product page, you will be able to add it to your Shopping Bag. Select the color and size you want (if applicable), then click the "Order" button. You should be able to see a list of items you added in your Shopping Bag. After successfullying adding an item to your Shopping Bag, click "Keep Shopping" to go back and add more items.
Q: How do I add more than one piece of an item?
A: Go to your Shopping Bag. Change the quantity of the specific item you want more of, then click "Update" to apply the change.
Q: How do I add another color/size of an item?
A: You have to go to the product page and select a different color/size, then click the "Order" button to add it to your Shopping Bag.
Q: How much is shipping to my address?
A: You can always check the shipping cost by adding the items you want into the shopping cart, then proceed to checkout. There, enter your shipping address and select the shipping option you want and click "apply". You will be able to see the shipping cost for your order before entering payment information and confirming the order. If you cannot get the estimate from there, please contact us at custserv@oldshanghaionline.com.
Q: Do you ship outside of the US?
A: Unfortunately, our website can only ship within the United States and Canada at this moment. Please contact us at custserv@oldshanghaionline.com if you need to place an overseas order.
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Order Status
Q: When should I expect an order confirmation email?
A: You should receive an order confirmation email immediately after you have placed your order. In case of technical delays, please allow up to an hour before contacting us to track your order.
Q: I have placed an order, but have not received any confirmation email. Did my order go through?
A: If you did not receive a confirmation email after your have proceeded through checkout, and you have entered a correct email address, then your order probably did not go through. Make sure to add our email to your address book so that our emails will go directly to your inbox. If you are unsure, please contact us at custserv@oldshanghaionline.com.
Q: How can I track the status of my order?
A: Email us at custserv@oldshanghaionline.com for up-to-date tracking information.
Q: When should I expect my order to ship?
A: We ship all orders within two business days from the day you placed your order. We will contact you within this period about any issues with your order. You will receive tracking information when it is available.
Q: How do I cancel or change my order?
A: If you need to cancel or make changes to your order, please email us at custserv@oldshanghaionline.com immediately. Unfortunately, we will not be able to make any changes if your order is already submitted to processing or has been shipped.
Q: Can I return or exchange my purchase?
A: Yes. Contact us at custserv@oldshanghaionline.com to receive detailed return instructions. Be sure to review our 30-day Satisfaction Guarantee Return Policy for more details.
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Product Questions
Q: Is there a catalog that can be mailed to me?
A: We do not have any catalogues available at this time. Please browse our website.
Q: What are laundry instructions for the Silk Clothing Collection?
A: We recommend dry cleaning only for all of our clothing and silk products.
Q: What sizes would the Kimono Robes fit?
A: They all come in one size only. You can check the measurements on each product page to make sure that the kimonos will fit.
Q: How are the Chopsticks packaged?
A: They are individually wrapped in a clear plastic bag.
Q: I would like to order the Chopsticks as wedding favors. Could we put our names on them?
A: We are not able to personalize the chopsticks with monograms or engravings at this time.
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** We will continuously update the FAQ section with questions we receive from you. If you cannot find answers to yours, please feel free to email us at custserv@oldshanghaionline.com.
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