FAQ's

General Questions

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped our courier will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.

Once you've placed your order, you will be sent an order confirmation email (if you provide an email address) which will contain your order number; this can take up to 30 minutes to arrive in your inbox.

If you have ordered items that are in stock, the order will be handed over to our warehouse team and shortly after you will receive a second email to let you know that your order is on its way to you.

Changes to your order can be requested before 2:30pm on the day of purchase, although we can not guarantee the order will be changed.

Once your order is dispatched with the courier we can not make any changes (e.g add / remove products or change of address).

We accept returns, however we do have certain terms that must be followed in the event of a return.

Please contact us within 14 days of delivery in order to enquire about a return request. Once a return request is granted you will be given a returns number, please include this noted inside the return.

Please refer to our Delivery and Returns page for a full list of terms and conditions of returns.

If your order has not arrived within a reasonable time frame (3-5 days for in stock, UK Mainland orders) then please contact us via email or on 03333 448 252.

If you're missing part of your order, it's possible it could have been sent in more than one parcel. This is likely to be the case if your order is quite large.

Sometimes we part dispatch orders if some if in stock and some is not, we will typically contact you if this is the case.

Please also check your dispatch email, this will detail which items should have been dispatched.

We're sorry to hear that you've received an incorrect item. So we can get this sorted for you, please send us an email with the following info:

  • Your name
  • Your order number
  • Product part number (this can be found on your order confirmation email)
  • Picture of the incorrect item

Shipping Questions

Shipping is automatically calculated at checkout and can also be checked on our Delivery and Returns page.

SHAD UK is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by SHAD UK. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

Orders placed before 3pm for items that are in stock are normally processed the same day. Orders are delivered using DPD on a next working day service. Please note that shipments to the Highlands, Islands and Northern Ireland are shipped on a 2 day service.

International shipment times vary, however a scale can be found on our Delivery and Returns page.

Luggage Fitting Questions

All of our luggage fitting kits and most other products come with full installation instructions, however we are available to answer any fitment questions you may have to the best of our knowledge.

Currently we do not provide a fitment service, however we do have distributors all over the UK which would be more than happy to fit your SHAD luggage for you, these dealers can be located on our dealer map.

Technical Questions

There is a 3D Secure payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information, please contact your bank.

At log in, click the ‘forgot password’ option and follow the steps to reset. Unfortunately due to GDPR laws, we are no longer able to manually reset your password, so if you are having issues receiving your password reset email please check your spam and junk and try again. Our customer service team will not be able to resend this or amend your password.

Log in using your current password, follow the steps under account information. Due to GDPR Laws, our customer service team will not be able to resend this or amend your password.

Just click the ‘unsubscribe’ button at the footer of the email newsletter.

COVID 19 Policy

With increasing Government guidance around how to stay safe, we wanted to keep our customers up to date on what we are doing differently to keep our staff and customers safe during these unprecedented times.

Our head office and warehouse team is working at a reduced number of staff to aid in social distancing.

Our team is being encouraged to take extra breaks to maintain hand washing, along with anti bacterial hand sanitiser being available throughout the warehouse and offices and all high touch point areas are sanitised regularly throughout the day.

We have spaced out all workstations where your SHAD order is packed and have deployed deep cleaning sessions daily throughout our warehouse and offices.

We will continue to follow any Government guidance and will keep you updated if there are any changes, keeping our staff and you at the forefront of all that we do.

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