Frequently Asked Questions

1. How long will I have to wait for my order?
2. Is the packaging discreet?
3. Can I track and trace my order?
4. What do I do if my order hasn't arrived??
5. What do I do if my order gets lost in the post?
6. What will show up on my credit card statement?
7. Can I pay by PayPal?
8. Can I pay by cheque?
9. Can I pay by Western Union Transfer?
10. I'm from outside the UK and the total I was charged was different from the total shown on the site. Why is this?
11. How can I be sure that payment through Shiva is secure?
12. I don't need any New Products emails. Can I stop them coming to my email account?
13. Do I need to enter my address details every time I order?
14. Do you store credit/debit card numbers?
15. How much does postage and packing cost?
16. How will I know that my order has gone through?
17. How will I know when my order has been sent out?
18. I am ordering from outside the UK. Why can't I order certain products?
19. Can I pay via a bank transfer?
20. How do I return an item?
21. Can I Click & Collect?

How long will I have to wait for my order?

The standard delivery time for UK deliveries is 1-2 days. This is with Royal Mail 1st class Recorded Delivery. If you want free delivery (minimum spend £25 / maximum weight 2kg) you can opt for 2nd Class Recorded which takes 4-5 days. If you want a guaranteed next day delivery, you can choose Royal Mail Special Delivery or Courier. (Please note that Saturdays are not included in delivery days.)

International deliveries usually take about 7 days, but can take a little longer depending on your area. You can opt for International Express Courier if you want a super speedy delivery (this is also recommended for high value orders).

Business Post - All orders received by 3pm will be shipped on the same day. Any orders received after 3pm will be sent the next day.

Royal Mail - All orders received by 4:30pm will be shipped on the same day. Any orders received after 4:30pm will be sent the next day.

Orders received at the weekend will be shipped out on the following Monday.

Is the packaging discreet?

Yes, packaging is very discreet and plain. Most small items are shipped in white Jiffy bags. Larger items and fragile items are shipped in brown boxes or grey mailers.

Can I track and trace my order?

Yes - you will get an email with your track and trace number as soon as we have sent out your order.
For Royal Mail shipments (including UK and international): You can trace your package at royalmail.com. Recorded Delivery is NOT guaranteed within 1-2 days, but usually will get to you in that time. Special Delivery is guaranteed next day.

Please note that orders shipped via Royal Mail International Signed For can only be traced up until they leave the UK. After this, they are in the hands of your country's postal service.

For UK Courier shipments: You can trace your package at dpd.com

If you opted for International Courier delivery, you will need to contact us and we will trace it for you.

What do I do if my order hasn't arrived??

We will always send out your delivery as soon as your payment has been authorised. If your package is late, this is primarily an issue for the postal or courier services. Please go to them first, before contacting us. Use the tracking number you received from us by email (excluding International Courier shipments).

What do I do if my order gets lost in the post?

Very rarely, orders can get mislaid along the postal chain. We always have proof that we have sent out your order and we can check to make sure that the package has or hasn't been signed for at the delivery address. If there is a problem we will be able to claim compensation for you. Please note that with UK Royal Mail consignments, they do not consider a package to be lost until 15 working days after it was sent. For International Royal Mail consignments, you must allow 25 working days after the package was sent before we can make a claim. Due to this, it can take a while for compensation to come through.

What will show up on my credit card statement?

Your credit card statement will show that you have made payment to "Shiva".

Can I pay by PayPal?

We don't take payments by PayPal, but we can accept all major credit cards and debit cards through our secure online payments page.

Can I pay by cheque?

If you want to pay by cheque, just give us a call on 020 8293 9231. We can process your order for you. Then send your cheque to our address, made payable to "Shiva". Once this has cleared, we'll send your goods. (Please note that cheques can take 5 working days to clear.)

Can I pay by Western Union Transfer?

Sorry, we are unable to take Western Union Payment.

I'm from outside the UK and the total I was charged was different from the total shown on the site. Why is this?

If you use our currency converter, you may find that there is a difference between the price shown and the price charged. This is because exchange rates change frequently and randomly. We update these changes as often as possible so that the currency converter is accurate. However, there are times when rates may change suddenly and it's not possible for us to update this information immediately. Also, different banks have different exchange rates. Please use our currency converter as a guideline only. For up-to-the-minute conversions, try an online real time converter such as www.xe.com.

How can I be sure that payment through Shiva is secure?

When you get to the page where you enter your credit card details, you will see a small padlock - usually in the bottom right hand corner of your browser. If for some reason you can't see this, have a look at the address of this page in your address bar. You'll see that the address begins with https://. The 's' on the end here denotes that this is a secure page.

I don't need any New Products emails. Can I stop them coming to my email account?

Yes, just email or call us and we'll remove you from our mailing list. The next time you order, you can opt in again if you want.

If you are a member, you can change these settings at any time by logging into your account.

Do I need to enter my address details every time I order?

If you are a member you can save your billing and shipping addresses so you don't have to enter them every time you order. If you're not a member then yes, you do have to enter them every time.

Do you store credit/debit card numbers?

No. We don't have access to your credit or debit card numbers. These details are encrypted by our online payment service provider - our online Payment Service Provider - then sent to our bank for verification. We never see any card numbers and they are not stored in any records.

How much does postage and packing cost?

Postage and packing costs depend on the weight of the order. You'll see you basket weight when you go to the checkout. For more information on prices, have a look at our shipping page.

How will I know that my order has gone through?

You will get an email to tell you that we've got your order. This is why we ask for your email address in the checkout.

How will I know when my order has been sent out?

You'll get an email to say that your order has been despatched. If you're a member, you'll get your tracking number as well.

I am ordering from outside the UK. Why can't I order certain products?

There are shipping restrictions on some of the products we sell. Some restrictions are due to products not being allowed on planes and other restrictions are due to laws in other countries. Eg, cannabis seeds are illegal to possess in most USA states. We are sorry for these rules, but we must abide by them otherwise we'll get into trouble!

Can I pay via a bank transfer?

Yes. Add items to your basket as normal, then when you reach the payment page (where you input your card details) select 'Bank Transfer' as your card type.

How do I return an item?

Return your item to Unit 16, Greenwich Centre Business Park, 53 Norman Road, London, SE10 9QF

Can I Click & Collect?

Yes. Collection days are Monday - Friday 12pm - 4.30pm. We are not open over the weekend. All orders placed after 3.30pm on Friday to Sunday will be available to collect on the Monday after 12pm. Collect from Unit 16, Greenwich Centre Business Park, 53 Norman Road, London, SE10 9QF