Include Header Info Line

Delivery Charges

Delivery to any location in the UK & Northern Ireland is £6.99, however delivery is FREE on orders over £150. More shipping rates can be found below.

Delivery Times

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.

What happens if I'm not in?

As goods are shipped via the DPD courier network you will receive a text or email (depending on the information you have provided us with) confirming your shipment and giving you options for rearranging delivery or leaving the goods in a designated 'safe place'.
If you are not in when these are delivered, 2 further attempts will be made on consecutive days (not weekends) and then the item will be stored at the local depot for 1 week before being returned to us. If the parcel is returned to us after these 3 attempts (and a week waiting at your local depot) we will make every effort to get it redelivered however you are responsible for the cost of the redelivery.

What happens if I don't receive my order?

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

Do you ship to PO Boxes?

Currently, we do not offer shipping to PO boxes, in any country.

Custom Charges

Due to new UK Brexit regulations, international shipments invoiced at over 150 euros may incur local customs and tax charges on arrival in their destination country.
All customs and local tax charges will be payable by the customer and will not be covered by SHAD UK.
Our carrier will contact the customer once the shipment has arrived in the destination country and inform the customer of any charges to pay.
The customer will have 5 days to contact the carrier and pay these fees.
If these fees are not paid within the 5 days the goods will be returned to us and the order will be deemed cancelled.
Any return shipping charges plus any administrative fees will be debited from the value of the goods to be refunded.
As the situation regarding international shipping is still volatile, we reserve the right to update these prices when necessary and will communicate any changes in advance.

Returns / Exchanges

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. 

• - Returns shipping will not be covered by us and must be arranged by the buyer.
• - SHAD UK is only responsible for carriage in one direction of transit, any damage that occurs while in transit back to SHAD UK will not be covered by us and we may refuse the return.
• - SHAD UK will not accept any return without a returns number, this must be noted inside the return.
• - Goods must be returned complete and in original packaging, in the same condition as sent. If the item is returned in either damaged packaging we may charge a restocking fee or decline the return.
• - Goods packaging must not be written on or marked, this will result in a repackaging fee or refusal of the parcel, please note any address on a label attached to the packaging. Do not write on or mark packaging / products.
• - Using excessive tape on a package will most likely damage the packaging when returned, this will result in a repackaging fee or refusal of the parcel, we recommend using parcel tape (clear or brown) and not using duct / cloth tape.
• - If products or packaging is visibly damaged on return arrival, it will be refused or a fee will apply, depending on the damage.
• - We reserve the right to refuse / return a package or charge a restocking fee when returns are returned to us after 14 days.

Please note, if you have received a faulty item, please refer to our warranty page.

Cancellation of your order

• - Cancellation of orders can be requested before 2:30pm on the day of purchase, although we can not guarantee the order will be cancelled.
• - Once your order is dispatched with the courier we can not cancel the order or make any changes (e.g add / remove products or change of address)
• - If you need to cancel your order once it has already been dispatched then you will need to start a return process, please refer to our returns section. 

Changes to your order 

• - 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)

Warranty Claims

• - If you have any issues with any products sold by us then please contact us as soon as possible via email or phone, from this we can assess if the issue is a warranty issue or not. Please note, we may require photos / videos of the issues in some cases.
• - Depending on the issue we may need you to return the item to us for further inspection. Return shipping must be covered by the customer and if a fault is found, the return shipping will be refunded (up to £12.99).
• - In warranty cases, we recommend shipping products back to us in original packaging, however if this is no longer available then the customer is responsible for sourcing appropriate packaging for the return, SHAD UK is not responsible for return transit damage.
• - Warranty returns require a returns number, once given this please note in on a piece of paper and add it in with the warranty return, without this number we will not be able to identify the buyer and this may prolong warranty periods.
• - If an issue is found we may offer a repair, replacement or refund, depending on the issue or product.

If you need to reach us, you can contact us here, call us on 03333 448 252 or write to us.

Our customer service number (03333 448 252) is manned during hours (08:30 - 17:00 GMT) Monday to Friday. If we're not available to take your call, please leave us a message on our answering system.