Delivery Services and Returns UK & Worldwide

We ship worldwide

All orders received by 4pm Monday – Friday are shipped same day with tracking.

UK orders*

You have the option to choose:
Royal Mail Signed For® 1st Class
Royal Mail Signed For® 2nd Class
Royal Mail Special Delivery Guaranteed by 1pm®**

UK Free shipping

All UK orders over £45 and less than 2KG* in weight are shipped for free using Royal Mail 2nd class signed for.

Rest of the World orders*

Royal Mail International Tracked & Signed

On January 1st 2021 the UK left the EU. This means that any items sent out of the UK may incur import taxes in the country of destination which must be paid before you can receive your parcel. You, the customer, are responsible for paying any import taxes due in your own country. Shui Me has no control over this.

*If your total order weight is more than 2KG, either split your order, email hello@shui-me.com or call 0800 3579 088.


Returns & Refunds

Returns will be accepted for any reason within 30 days providing the product is returned unopened and in its original packaging. In the first instance please email returns@shui-me.com  quoting your order reference number and stating the reason you’d like to return the item.

Once approved, you are responsible for the cost of returning the product(s) and for ensuring that it is returned safely and securely. Any items that are returned damaged or not fit for sale will not be refunded. Items returned with damaged product packaging will incur a 20% fee.

You MUST use a tracking service like Royal Mail Signed For and you MUST get proof of posting. Any returned parcels not received or without a proof of posting will not be considered for a refund.

If an item is received damaged please contact us within 7 days for a replacement sending photographic evidence to hello@shui-me.com and remember to quote your order number. We may ask you to return the damaged item.

Any refunds due will be paid within 14 days of being authorised.

If a parcel could not be delivered or if it was not collected, Royal Mail will return the item to Shui Me. A refund will automatically be issued for the product minus the shipping costs. Please place a new order and note any special delivery requests.


Parcel not arrived?

Royal Mail ask to wait 10 working days before they will consider an item is lost. After 10  working days, if you have not received your parcel, Shui Me will make a claim with Royal Mail which can take up to 30 days to investigate. Royal Mail will either find the parcel and deliver it or not find the parcel and compensate Shui Me. If they do compensate Shui Me, you can choose to receive your order again free of charge or opt for a full refund. Just get in touch to arrange.

Please note – Shui Me has no control over this process and whilst we have full sympathy with you, please be patient and understand that lost and delayed parcels are nothing to do with Shui Me. We will however, do all we can to help but can only do so within the time frames set by Royal Mail. Please refer to their policy here www.royalmail.com/retail-compensation-policy-loss


Trade enquiries welcome

Please email trade@shui-me.com


**Royal Mail Update:

22/08/2022

Information for Customers Accessing Special Delivery Services
We will continue to accept, prioritise and deliver as many Special Delivery Guaranteed items as resources allow during industrial action.

We cannot however guarantee delivery by 9am or 1pm next day for items sent during periods of industrial action. We are therefore suspending the delivery guarantee for items posted from Thursday 25 August, up to and including items sent on Thursday 1 September or for items sent between Wednesday 7 September up to and including items posted on Saturday 10 September. Customers will not be able to claim for items posted on these dates and which are not delivered on time.

www.royalmail.com/internationalupdates

All Signature services

We’ve put in place a temporary procedure for those services where we would normally capture a recipient’s signature on delivery in the UK. For items delivered on or after Saturday 14th March 2020, our postmen and women will not request a signature but will capture the recipient’s name and will ensure they take in the item. You can still check that we have obtained confirmation of delivery and who we delivered to by tracking your parcel at www.royalmail.com/track-your-item (where you may see a special code, ‘XP1’ instead of signature).  As a result, we will not consider refunds or compensation requests for not capturing a signature for items delivered on or after Saturday 14 March 2020 and until further notice.

Please note:

Should I expect daily deliveries?

The delivery of parcels and letters is a way of keeping the country together, businesses operating, and helping many people who may not have the option to leave their homes. We’re working hard to collect, process and deliver as much mail and parcels as possible in difficult circumstances. Despite our best endeavours, some areas of the country will experience reduced service levels at some points due to Coronavirus-related absences.

Royal Mail help centre- https://personal.help.royalmail.com/app/home