How Can We Help?

How to Order
Making a purchase could not be easier. Just browse our online store, click on any items that you wish to buy and put them into your basket. After you have finished your selection, click on the basket icon at the top of the page and you will be asked for a few details that we need to be able to satisfy the order.
Order Processing and Dispatch
Our distribution centre's opening hours are Monday to Friday 09:00 to 17:30. Orders placed during these times will be processed the same day, subject to stock availability. Orders placed outside of these hours will be despatched on the next working day (excluding bank holidays), subject to stock availability.
Orders are despatched via Royal Mail or our secure couriers, DPD. Standard orders can be delivered up to 17:30, please see the details above for delivery times if you choose one of our premium services.
Every product has a stock indicator next to it letting you know whether the item is in or out of stock. If an item is available for Free next day delivery, that option will be offered at the checkout stage. If for any instance there is an error in our stock, or a product ordered has an exceptionally long lead time we will contact you to explain the situation.
Courier Deliveries
We have chosen DPD as our delivery partner for all larger items. When you choose 
to purchase such an item from us, please choose a delivery address that is able to accept deliveries between the hours of 9am and 5.30pm. Please be aware that the driver will require a signature for the order.
Prior to your order being delivered, you will receive an email from us confirming the details of your order. You will also receive an email from DPD confirming the date of your delivery. Wherever possible they will also provide you with a one hour time slot in which they will attempt to deliver your parcel. At this point if you want to change the delivery date to a day more convenient to you, there is a link on the email to enable you to do this.
If no-one is at the address that we attempt delivery to, they will try neighbours to the left and right of your property to save you the hassle of arranging re-delivery.
In the event a neighbour takes your parcel in for you, the driver will leave a card advising you. If the driver is unable to leave the parcel with a neighbour they will leave a card giving details of how to re-arrange delivery.
In most cases the delivery can be arranged for the next day. If you have any queries about delivery of your order please contact us via sales@shima-uma.com. 
Please be aware that we operate a separate courier service  for Non UK Mainland Deliveries, please see the table above for an indication of costs and delivery times.
Delivery Options
Here at Shima Uma, we understand that the modern buyer needs a delivery company to fit around them, not the other way around. Yet we also understand that cost plays a vital part in your decision when chosing your delivery option.
Please find the details of our delivery services by clicking the link to our delivery page. Please bear in mind that the standard charges only relate to UK mainland deliveries. Please see the second grid on the page for our non mainland delivery services.
Security and Credit Card Safety
Your safety is guaranteed because we use the latest security measures to protect your details when you shop with us. We use 128-bit SSL Software to encrypt your credit/debit card information when you place an order on our secure server, which means that only we are able to decrypt the information in order to process your transaction.
After you login to your account, secure pages are indicated by:
the web address changing from "http://" to "https://"; and
our company name appears on the left of the address bar, highlighted in green
Our website complies with the following schemes:

ABOUT SSL CERTIFICATES
Complaints
We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly. If you feel you have a complaint you wish to make please e-mail us at sales@shima-uma.com.
We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue.
Returns and Refund Policy
We believe that you and your product will live in perfect harmony and share many happy years together. But there may be occasions when you feel it is necessary to return your item to us. This is not a problem and we aim to make it as simple and straightforward as possible for you. These terms do not affect your statutory rights.
If the product is unwanted...
You can return a product within 30 days of the date on which you received it and we will refund you any money which you have paid us for that product. The product needs to be in an ‘as new’ condition and complete with all packaging and components. All you pay for is the return postage of the goods. Please contact us by email at sales@shima-uma.com to inform us of your wish to return the goods. Please include a separate letter with your return detailing all the relevant information.

We recommend you use a secure delivery method which requires a signature upon receipt (such as Royal Mail First Class Recorded Delivery) and which insures you for the cost of the items being returned, as in the rare event of the parcel going missing you are responsible for the returned products until they reach us.
If you return a product to us that is not in an ‘as new’ condition we reserve the right return the product to you rather than credit your payment card.

Certain products and services are excluded from this returns policy, including food/perishable items, personalised products or those made to order. These items cannot be returned for a refund unless faulty.
If the product is faulty...

If you receive an item from us which is faulty, which you did not order or for any other reason which is our fault, please contact us by email at sales@shima-uma.com to inform us within 30 days of receipt and we will arrange a refund or replacement.
We will advise you how to send the item back to us; usually this will be by Royal Mail FREEPOST though for larger items we may require a courier to collect them from you.
If we ask you to use our Royal Mail FREEPOST address it is important to obtain a proof of posting certificate from your Post Office and retain it until we confirm receipt of your order.
For help with items later than 30 days after purchase please contact us by email at sales@shima-uma.com for more information.
Guarantee
Due to our incredibly competitive pricing policy, we reserve the right to refuse orders from distributors, resellers or wholesale customers.