Welcome to Shieldandstow. Below you will find answers to common questions about our products, ordering, payment, delivery, returns and refunds.
If you need further assistance, please contact us at control@shieldandstow.com.
1. About Shieldandstow
What products do you offer?
Shieldandstow offers products for balcony organisation and outdoor household storage, including outdoor furniture covers, cushion storage bags, dust covers and balcony storage bags.
Please refer to each product page for its description, dimensions, available options and other relevant information.
How can I contact Shieldandstow?
You can contact our customer service team by email.
Email: control@shieldandstow.com
Website: www.shieldandstow.com
Please include your order number when asking about an existing purchase. We aim to respond within 24 working hours.
2. Orders and Payment
How do I place an order?
Select the product you wish to purchase, review the product details, choose any available options and add the item to your basket. Proceed to checkout, enter your contact and delivery information, review the order summary and complete payment using an available payment method.
An order acknowledgement or confirmation will be sent to the email address provided at checkout, as applicable.
Which payment methods do you accept?
Available payment methods may include:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Other electronic wallet payment methods displayed at checkout
The payment options available for a particular order will be shown during checkout. Your payment must be authorised or confirmed before the order can be processed.
Is payment processed online?
Yes. Payments are processed online through Stripe, our payment processing provider. The available payment methods and any additional steps required to complete a transaction will be displayed during checkout.
You do not need to create a Stripe account merely to place an order unless a particular payment arrangement expressly requires one.
What should I do if my payment is declined?
Check that your payment details are correct and that your selected payment method can be used for the transaction. You may also wish to contact your card issuer or payment service provider for further assistance.
If the issue continues, contact us at control@shieldandstow.com before submitting repeated payment attempts.
Can I change or cancel my order after placing it?
Please contact us as soon as possible if you need to amend or cancel an order.
We will review the order status and explain the available options. If the order has already entered the dispatch process, changes may no longer be practicable.
This does not affect any statutory cancellation or withdrawal rights that apply under the relevant consumer protection legislation.
3. Shipping and Delivery
Where are orders dispatched from?
Orders are dispatched from Canada to eligible European destinations.
Which delivery services do you use?
Depending on the destination and service availability, we may use carriers such as DHL, FedEx and UPS Priority services.
The carrier and available service may vary according to the delivery destination and the circumstances of the order.
How long does delivery take?
Our standard estimated transit time is 5–12 business days after dispatch.
Actual delivery times may vary depending on the destination, carrier operations, customs procedures where applicable, public holidays and other circumstances affecting transport.
Any separate order preparation period shown at checkout or in our shipping information should be considered in addition to the estimated transit time.
Will I receive tracking information?
Yes, where tracking information is available for the selected delivery service.
We send order-related emails to the email address supplied at checkout. Notifications may be sent at key stages, including:
- When your order has been dispatched.
- When the parcel reaches a relevant carrier facility or logistics point.
- When the parcel enters the local delivery stage.
- When further tracking information becomes available.
The timing of each notification depends on the information supplied by the carrier.
What if my order has not arrived within 5–12 business days?
If your parcel has not arrived within the estimated transit period, email control@shieldandstow.com with your order number and tracking reference, if available.
We will review the tracking information and, where appropriate, open an enquiry with the carrier.
After reviewing the circumstances and available evidence, we will determine an appropriate resolution, which may include a full refund or a replacement shipment. Any mandatory rights and remedies under applicable law will remain unaffected.
What happens if my parcel is lost or damaged during delivery?
Please contact us at control@shieldandstow.com and provide your order number and any relevant tracking details.
For visible damage, photographs of the parcel and the affected item can help us assess the matter. We will review the available information and arrange an appropriate resolution in accordance with the circumstances and applicable law.
Responsibility for loss or damage during transit remains with us until you, or a third party designated by you other than the carrier, physically receive the goods, except where applicable law provides otherwise.
4. Returns and the Right of Withdrawal
Can I return an item if I change my mind?
Where the applicable law provides a statutory right of withdrawal, eligible European consumers generally have 14 days from the day they receive the goods to withdraw from an online purchase without giving a reason.
For orders containing multiple items delivered separately, or items delivered in several lots, the withdrawal period is calculated in accordance with the applicable statutory rules.
How do I request a return?
Email control@shieldandstow.com with the subject line:
Right of Withdrawal – Order [Order Number]
Include your order number, the items you wish to return and your contact details. A clear written statement expressing your decision to withdraw is sufficient; you do not need to use a specific form.
Please send your withdrawal notice within the applicable 14-day period.
After notifying us, you must return the goods or hand them over to us without undue delay and no later than 14 days after informing us of your decision, unless applicable law provides otherwise.
We will provide the relevant return instructions and address.
Do I have to pay for return postage?
For a standard change-of-mind return, you may be responsible for the direct cost of returning the goods if you were informed of this responsibility before completing the purchase and the applicable law permits it.
Where goods are faulty, damaged, incorrectly supplied or otherwise not in conformity with the contract, the applicable statutory rules on return costs and remedies will apply.
When will I receive my withdrawal refund?
When you validly exercise your statutory right of withdrawal, we will reimburse the payments covered by that right, including the cost of the least expensive standard delivery option offered by us where required by law.
We will issue the refund without undue delay and within 14 days of being informed of your withdrawal.
Where permitted by law, we may withhold the refund until the goods have been received back or you have supplied evidence that they have been sent back, whichever occurs first.
Refunds will generally be made using the original payment method unless you expressly agree otherwise.
Can I open or inspect an item before returning it?
You may handle and inspect the goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
If the goods have been handled beyond what is necessary for such inspection, you may be liable for any resulting reduction in value to the extent permitted by applicable law.
Opening or inspecting an item does not, by itself, remove a statutory withdrawal right where that right otherwise applies.
5. Faulty, Damaged or Incorrect Products
What should I do if my item arrives damaged?
Please email control@shieldandstow.com as soon as reasonably possible after discovering the issue.
Include:
- Your order number.
- A brief description of the damage.
- Clear photographs showing the affected item and any visible damage.
- Photographs of the outer packaging, where relevant.
We will review the information and explain the next steps.
Do I need to return a damaged item?
Not in every case. Where the photographs and other available information adequately establish the issue, we may arrange a refund or replacement without requiring the damaged item to be returned.
If further inspection or information is reasonably necessary, we will explain what is required. Any return request will be handled in accordance with applicable law.
Can I request a replacement instead of a refund?
Depending on the nature of the issue and the applicable legal requirements, a replacement may be available.
Where a replacement is not appropriate or the law provides a different remedy, we will explain the available options. Remedies for faulty or non-conforming goods may include repair, replacement, a price reduction or a refund, depending on the circumstances and applicable law.
What if I receive the wrong item?
Contact control@shieldandstow.com with your order number and photographs of the item received, where possible.
We will review the order details and arrange an appropriate resolution in accordance with the circumstances and applicable law.
6. Refunds
How are refunds issued?
Refunds are generally issued to the original payment method unless another method is agreed with you and permitted by law.
The time taken for the refunded amount to appear in your account may depend on your payment method, card issuer or financial institution.
How long does a refund take to appear?
Once a refund has been processed, the time required for it to appear in your account depends on the relevant payment service and financial institution.
We will communicate the status of the refund where appropriate. If the amount does not appear within the timeframe advised by your payment provider, please contact us with the relevant order details.
7. Customer Support
When can I contact customer service?
You may email us at any time. If our team is unavailable when your message arrives, please leave your enquiry by email.
We aim to respond within 24 working hours. Response times may vary depending on the nature of the enquiry and the information needed to address it.
What information should I include in my email?
For order-related enquiries, please include your order number, the email address used at checkout and a clear description of the matter.
For damaged or incorrect items, photographs can help us assess your request.
Please do not send full payment card details, passwords or other confidential authentication information by email.
8. Further Information
For more details about purchases, delivery, returns and personal information, please refer to the relevant policies published on our website:
- Terms and Conditions
- Shipping Policy
- Returns and Refunds Policy
- Privacy Policy
- Cookie Policy
If you have any further questions, please contact us.
Email: control@shieldandstow.com
Thank you for choosing Shieldandstow.