Shipping policy

Shipping Policy

Last updated: 17 July 2026

This policy explains where we ship, how long it takes, and what happens if something goes wrong along the way. Please read it before you order — particularly Section 3, which sets out our delivery times.

1. Where we ship

We ship to addresses in the United Kingdom only.

We cannot deliver to addresses outside the UK, and we are not able to deliver to PO Boxes, forwarding services, or BFPO addresses. If you place an order with an address we cannot deliver to, we will contact you and refund you in full.

2. How our fulfilment works

Please read this before you buy.

Shuvien operates a dropshipping model. We do not hold stock in our own warehouse. When you place an order, it is passed to a fulfilment partner who packs and dispatches the item directly to you.

Most of our products are dispatched from suppliers located outside the United Kingdom. This is why our delivery times are longer than those of a retailer shipping from a UK warehouse. We would rather tell you that clearly now than surprise you after you have paid.

If your order contains items from more than one supplier, it will arrive in separate parcels, on different days, with separate tracking numbers. This is normal and does not mean anything is missing. See Section 5.

3. Processing and delivery times

Processing: up to 72 hours

We process and dispatch orders within 72 hours (3 business days) of your order being confirmed and payment clearing.

Orders placed on weekends or UK public holidays begin processing on the next business day.

Transit: up to 45 calendar days

Once dispatched, delivery to your UK address takes up to 45 calendar days (approximately 6 weeks).

Total: up to approximately 50 calendar days

Estimated total time from placing your order to delivery: up to approximately 50 calendar days — around 7 weeks.

Many orders arrive sooner. This is our outer estimate, and we would rather set it honestly than promise a date we cannot hold.

Please note

By placing an order you agree to this delivery period. It is longer than the 30-day default that applies under the Consumer Rights Act 2015 where no period has been agreed between the parties, and we are setting it out clearly here, before purchase, so that you can make your decision with the full picture.

If this timeframe does not work for you, please do not order.

4. Shipping methods and costs

Orders are sent using standard tracked shipping through international postal networks and their UK delivery partners. The exact carrier depends on the supplier and your address, and is chosen at dispatch.

Delivery charges, if any, are calculated and shown at checkout before you pay. The total displayed at checkout is the total you pay.

5. Tracking your order

You will receive a dispatch email with a tracking number once your order leaves the fulfilment centre.

A few honest notes about tracking on international shipments:

  • Tracking can take 3 to 7 days to start updating after dispatch. A number that shows nothing at first is normal.
  • Tracking often goes quiet mid-journey. There can be long gaps — sometimes a week or more — while a parcel is in transit or clearing customs. This is expected and does not mean it is lost.
  • Tracking may change carrier when the parcel reaches the UK and is handed to a domestic delivery partner.

If your tracking has not updated for more than 14 days, email us at help@shuvienstore.com with your order number and we will chase it with the carrier.

Multiple parcels

Orders containing items from different suppliers ship separately. You will get a tracking number for each parcel, and they will arrive on different days. Please wait for all your tracking numbers before reporting anything as missing.

6. Import duties and taxes

The price you pay at checkout is the total price of your order, and for the great majority of orders there is nothing more to pay on delivery.

However, because our products are dispatched from outside the UK, you should know how UK import rules work:

  • Consignments valued at £135 or less do not attract import duty at the border.
  • Where a consignment is valued above £135, UK import VAT and customs duty may be charged at the border. Where that happens, the carrier will collect these charges from you before delivery, and they are payable by you.

We are telling you this before you buy so that there are no surprises. If you would like to know whether a specific order is likely to attract charges, email help@shuvienstore.com before you order and we will tell you.

Customs authorities may also open and inspect parcels. We have no control over this and cannot speed it up.

7. Delays

Delivery estimates are estimates, not guarantees. Delays can happen because of customs clearance, carrier backlogs, extreme weather, peak periods, industrial action, or events outside our reasonable control.

We will keep you updated where we can. If your order is going to be significantly later than the estimate, we will contact you, and you can choose to wait or cancel for a full refund.

Your legal right: if we miss the agreed delivery period and delivery within that period was essential to you — or if we refuse to deliver — you can treat the contract as ended immediately and get a full refund. Otherwise, you can set us a new reasonable deadline, and if we miss that, you can cancel and receive a full refund. These rights come from the Consumer Rights Act 2015 and nothing in this policy affects them.

8. Order not received

Goods remain our responsibility until they are physically delivered to you. If your parcel is lost in transit, that is our problem to solve, not yours.

If your order has not arrived within 50 calendar days of your order date, email help@shuvienstore.com with your order number. We will:

  1. Open an investigation with the carrier. This usually takes up to 10 business days, as we have to give them time to search.
  2. Once the investigation closes, either send you a replacement or refund you in full — your choice.

Please report a non-delivery within 30 days of the end of the estimated delivery window where you can. Reporting later does not remove your legal rights, but carriers apply their own time limits to claims, and reporting promptly lets us act on your behalf.

Marked as delivered but not received

If tracking shows delivery but you do not have the parcel, please:

  • Check with anyone else at the address
  • Check with immediate neighbours
  • Check any safe place, porch, bin store or reception area
  • Check for a card from the carrier

Then contact us within 7 days of the delivery date and we will investigate with the carrier and resolve it.

9. Damaged in transit

If your parcel arrives damaged, contact us at help@shuvienstore.com as soon as you can, and within 7 days of delivery where possible. Please send:

  • Your order number
  • Photos of the damaged item
  • Photos of the outer packaging, including any carrier labels

We will replace or refund the item, and we cover all costs. Do not throw the packaging away until we have confirmed the outcome, as the carrier may ask to see it.

See our Refund and Returns Policy for your full rights on damaged and faulty goods.

10. Incorrect address

Please check your delivery address carefully before you pay. Incorrect addresses are the single most common cause of failed deliveries, and once an order is with our fulfilment partner we usually cannot change it.

  • Before dispatch: email help@shuvienstore.com immediately with "ADDRESS CHANGE" in the subject line and your order number. If we can still catch it, we will fix it free of charge.
  • After dispatch: we cannot redirect the parcel. If it is returned to the supplier, we will refund the cost of the goods once it arrives back, less the original delivery cost, which we cannot recover. If the parcel is delivered to the wrong address you gave us, or is lost as a result, we are not able to refund or replace it.

This does not affect your right to cancel under our Refund and Returns Policy, or your rights where the error was ours.

11. Failed or refused delivery

If nobody is available, the carrier will normally leave a card and attempt redelivery or hold the parcel at a local depot or collection point.

It is your responsibility to arrange redelivery or collect within the carrier's deadline. If a parcel is returned to the supplier because it was not collected, or because delivery was refused, we will refund the cost of the goods once it arrives back, less the original delivery cost.

12. Questions

Email: help@shuvienstore.com Phone: 07753 794421 (+44 7753 794421 from outside the UK) Opening hours: Monday to Friday, 7:00–18:00 UK time Address: 36 Balsham Road, Harwell, DN10 1FP, United Kingdom

Please include your order number in any message about a delivery. We reply to most emails within one business day.