Delivery and Returns
General Delivery Information
When your item is dispatched, we will send you a confirmation email to the email address you used when placing your order.
If your order was shipped with Hermes, your dispatch email shows the Hermes tracking code, so you can keep an eye on the progress of your order after it has left us.
If your order was dispatched with Royal Mail, you will receive a tracking code in your dispatch email, but Royal Mail will not show updates as the parcel moves through the system. Tracking will only be updated when delivery is attempted or successful.
If you require delivery to more than one address, you will need to prepare a separate order for each address and each order will incur a delivery charge if applicable.
Deliveries to Scottish Highlands and Islands, Isle of Man and Channel Islands
Deliveries to Scottish Highlands and Islands, Isle of Man and Channel Islands have a flat rate of £12.50 up to 5kg.
Deliveries to Northern Ireland and the Republic of Ireland
Deliveries to Northern Ireland have a flat rate of £9.95 per parcel up to 10kg. More remote areas have a 3-5 day service.
Deliveries for the Republic of Ireland can only be made using a parcel forwarding service, such as Parcel Motel. Customers are responsible for arranging any services such as these, and prices may vary, so please check with the relevant provider for further information on this.
If you would like to collect your order from one of our Shaws stores, you can select the store of your choice during checkout.
You will receive a dispatch confirmation email when we have processed the order at our warehouse. This does not indicate that your order is ready for collection.
Please allow 3 - 7 days for the order to reach the store. This very much depends on when the relevant store will be receiving deliveries. You will receive a phone call from the store when your order is ready for collection. Please do not journey to the store to collect your order before this.
We want you to be completely satisfied every time you shop with ShawsDirect. We therefore give you 30 days from delivery to return your order to us for any reason for a refund or exchange. We will refund the original payment method on receipt of your returned goods. If you wish to return an order, please follow the instructions below. Goods must be returned in a resalable condition with all tags and packaging intact.
By post: send your goods at your own expense to Shaws (Cardiff) Ltd Returns, Fountain Lane, Off Cypress Drive, St Mellons, Cardiff, CF3 0FB. We recommend proof of postage or recorded delivery, as we cannot credit any items that we do not receive or which are damaged in the post.
In person: return to one of our stores. You will need your order confirmation or delivery note, and we will refund the original payment card used.
Unfortunately we are unable to accept returns of the following products: CD/DVD's or software that have been opened; food products that will be within 3 months of the sell-by date on their return; and products that can't be returned for hygiene reasons once the original packaging has been opened such as undergarments, pillows and mattress protectors. Products that have been customised to a customer's personal specification are also excluded from returns, except in cases of defect.
If you wish to return an order, all goods should be returned in the original product packaging in which they were sent to you, and they should be suitably packaged to avoid damage when in transit. A full refund will be provided upon return (excluding any return postage costs, if applicable). Goods must be returned in a resalable condition with all tags and packaging intact. We reserve the right to make a deduction from the refundable amount if goods are not returned in a saleable condition or are damaged.
My product has arrived faulty or damaged.
We try our best to ensure items arrive in a good condition. In the rare event of a problem with your delivery, please either do not accept delivery or sign for the item as "damaged", or "unchecked" if you do not have the opportunity to inspect on delivery. You must inform us by email at email@example.com or call 02920 837613 about any such problems within 7 working days. If you are able to, sending images of any fault or damage is helpful at this point. We can then agree the best course of action for you and the particular item. Please note that proof of purchase is required with all claims. Should the item have been altered/amended/'fixed' by yourself, we will not able to accept this as a return.
If you return something due to it being faulty or damaged, we will refund the full amount of the order including any return postage costs (upon proof of purchase of the postage) up to a maximum of £10 within 30 days. Please contact us if your return postage cost exceeds this amount.
I've received an item that I did not order.
If we sent you something you hadn't ordered, you need to notify us within 7 working days by email firstname.lastname@example.org or by telephone (02920 837613) to arrange the return. You can return the item within 30 working days unused and in its original packaging, using the returns label we’ll provide.
I want to cancel an order.
Cancellations prior to your order being shipped can be accepted by telephone (02920 837613 - Mon-Sat: 9am - 5pm). You can also email (email@example.com). However, to ensure your request is dealt with as soon as possible before dispatch, it is best to call us.
If the order has been completed and shipped, please refuse any delivery of cancelled goods. Alternatively, a return will need to be arranged using the return procedure above.
Right to Cancel
You have the right to cancel your order within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party specified by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail).
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
- 14 days after the day we receive back from you any goods supplied, or
- (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
- if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us at Shaws (Cardiff) Ltd, Fountain Lane, Off Cypress Drive, St Mellons, Cardiff CF3 0FB, no later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods. We suggest that you email your proof of postage to firstname.lastname@example.org to speed up your claim.
You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Your Statutory Rights
ShawsDirect policies comply with your statutory rights.