Contact information
Contact Information
Last updated: 17 July 2026
We are a small team and we answer every message ourselves. Whatever your question, here is how to reach us.
Get in touch
Email: help@shuvienstore.com Phone: 07753 794421 (+44 7753 794421 from outside the UK)
Opening hours: Monday to Friday, 7:00–18:00 UK time Closed weekends and UK public holidays.
Business address: Shuvien 36 Balsham Road Harwell DN10 1FP United Kingdom
Please note: this is our business and correspondence address. It is not a shop, it is not open to visitors, and it is not our returns address. If you need to return something, contact us first and we will give you the correct returns address for your item — see our Refund and Returns Policy.
How quickly we reply
- Email: we reply to most messages within one business day, and always within two business days.
- Phone: we answer during opening hours. If we are with another customer, leave a message with your name, number and order number and we will call you back the same business day.
- Messages received outside opening hours, at weekends or on UK public holidays are answered on the next business day.
Email is usually fastest, because we can look at your order while we read your message.
What to include in your message
Telling us these things up front saves a round of back-and-forth and gets your issue resolved in one reply:
- Your order number — it is in your order confirmation email
- The name and email address used on the order
- A clear description of the issue
- Photos or a short video if an item arrived damaged, faulty or incorrect
A useful subject line helps too. We prioritise by these tags:
| Your issue | Subject line to use |
|---|---|
| Cancel an order before dispatch | CANCEL |
| Change a delivery address before dispatch | ADDRESS CHANGE |
| Return or refund | RETURN |
| Damaged, faulty or wrong item | FAULT |
| Order not arrived or tracking not updating | DELIVERY |
| Data protection or privacy request | PRIVACY |
| Formal complaint | COMPLAINT |
Where to go for specific things
- Returns, refunds and cancellations — read our Refund and Returns Policy first, then email help@shuvienstore.com. Always contact us before sending anything back.
- Delivery times, tracking and lost parcels — read our Shipping Policy. If your tracking has not updated in more than 14 days, email us.
- Your personal data — read our Privacy Policy, then email help@shuvienstore.com with "PRIVACY" in the subject. We respond to rights requests within one month, free of charge.
- Complaints — email help@shuvienstore.com with "COMPLAINT" in the subject. We acknowledge within one business day and aim to give a full response within 5 business days.
Our official channels
These are the only channels Shuvien uses to contact customers or take payment:
- Email from @shuvienstore.com addresses
- Our phone number, 07753 794421
- Our own website checkout
We will never:
- Ask for your full card number, PIN, or online banking password
- Ask you to pay by bank transfer, cryptocurrency, gift card, or any payment app
- Contact you from a free email address such as Gmail, Outlook or Yahoo claiming to be Shuvien
- Ask you to click a link to "release" or "reschedule" a parcel in exchange for a fee
If you receive a message claiming to be from us that does any of these things, it is not from us. Do not reply and do not pay. Forward it to help@shuvienstore.com and we will confirm.
If you are ever unsure whether a message is really from us, contact us directly using the details on this page rather than the details in the message.
Complaints and independent advice
We would always rather hear about a problem and fix it. If you have given us the chance and we have not resolved things to your satisfaction, you can get free, independent advice from:
Citizens Advice consumer service Phone: 0808 223 1133 Website: citizensadvice.org.uk
For data protection complaints, you can contact the Information Commissioner's Office (ICO) on 0303 123 1113 or at ico.org.uk.