Frequently Asked Questions
Please read our FAQ before sending us a message.
Once you have placed your order you will be presented with an order confirmation screen detailing what you have bought, how much it cost and delivery options. At this time you will also be sent a confirmation by email re-stating the details for your records. This email does not however indicate that your order has been or begun to be processed or a confirmation of contract of purchase.
Once we have processed your order you will receive a second email from us detailing what you have purchased and confirming that your order has been processed. We will also inform you of your tracking reference number. By clicking on the tracking reference link you will be taken to the courier’s website where you can see the progress of your delivery.
Standard UK Mainland Delivery
Using our Standard UK Delivery, your order should be with you in three (3) to five (5) working days (excludes Weekends and Public/Bank Holidays).
All our products come with free delivery to mainland UK, excludes Scottish Highlands & Islands, Isle of Man, Northern Island and Channel Islands
Next Day Delivery
Place your order before 1pm Monday – Friday and receive your order the very next day mainland UK only (excludes Mondays, Sundays and Public/Bank Holidays). For only £7.99!
If you select our Next Day Delivery option, and your order is placed and accepted before 1pm Monday – Friday, we aim to have your order delivered to your door the very next day provided the next day is not a Saturday, Sunday or Bank Holiday. Orders placed after 1pm will take an extra 24 hours to deliver (excludes Mondays, Sundays and Public/Bank Holidays).
If you are ordering to a BFPO address then these shipments will be delivered to the BFPO Headquarters, Once delivered there it will be the responsibility of the HQ to send these orders on to you. For only: £15.
Payment Authentication or 3D secure are fraud prevention initiatives launched by card issuers. Verified by Visa (VbV) and MasterCard Secure Code (MSC) work in the same way. The authentication works by using passwords which are set up by you to protect you when you shop online.
How do I activate my card?
Many customers register their payment authentication with their card issuer. However, if you have not registered your card, you can register during the transaction. You should enter your card details and set a password in the secure window. Once you have registered your card, when you shop online in the future you will only have to enter your password.
Who do I contact for further information?
Customers should have received information about the payment authentication process from their card issuers. If you require more detailed information or encounter a problem with the authentication process, please contact your card issuer directly. Unfortunately, we have no control over the payment authentication process so we will be unable to assist with any authentication enquiries.
We do our best to ensure all of our customers enjoy a happy shopping experience with Shield AutoCare however occasionally you may need to return an item.
To return an item(s) firstly print the Returns Form, complete it and return it with your invoice and goods to:
Shield Auto Care
We would recommend that you return your items via registered post on a 2-3 day delivery service / second class. Please clearly state on the invoice the reason for return and whether you require a refund or exchange.
Personalised Items are non-returnable. Please note that this does not affect your statutory rights.
If a full refund is required, we need to be informed fourteen (14) days after the receipt of the order. The order must be then returned to us within fourteen (14) days after we have been informed of the cancellation, however you will be responsible for the cost of returns the goods to us. If a return is payable to you we will process the refund as soon as possible and, in any case within fourteen (14) days of receipt of the original order back to us less the cost of original postage which is £5.95 for most items less than 15kg in weight.
The items need to be in the original packaging where it forms part of the goods, for example, boxed goods, garments and gift items). Items must still be undamaged upon return. Return postage is at your own cost and risk.
You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
Our returns policy does not affect your statutory rights.
If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via e-mail that you are entitled to a refund for defective goods.
If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order.
Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.
All orders will receive an email which will have you order details with VAT breakdown.