Frequently Asked Questions
FAQs
On Shield by shai
01. How can I place an order?
Click on the ‘Order Now’ button on our website. Follow the steps shown to complete your purchase.
02. What payment methods do you accept?
We accept Cash on Delivery (COD) across the island. You can also pay via Bank Transfers, Online Payment Links, or use your Visa, Mastercard, or American Express cards.
03. How long will delivery take, and how much does it cost?
Delivery takes 2–5 working days within Sri Lanka. A delivery fee of Rs. 450 applies. International shipping is currently not available.
04. Can I track my order?
Yes! Once your order is placed, you will receive an email with your order details. You can track your order on our website using your Order ID.
05. Can I change my delivery address after ordering?
Contact us immediately. If the order hasn’t shipped, we can update the address. If shipped, we’ll try our best with the courier service to reroute it.
06. What’s your return and exchange policy?
Returns and exchanges are accepted within 14 days of receiving your item. Products must be in their original condition with tags attached. Please note that sale items are not eligible for return or exchange.
07. How do I return or exchange an item?
Email us first, then ship the item back to the return address provided. Please note: return shipping is at your cost and must be trackable.
08. What if my order was wrong or defective?
If the item is defective or the size is wrong, email us to arrange an exchange for the correct item or size.
09. Can I cancel or change my order after placing it?
If the order hasn’t been dispatched, contact us within 20–45 minutes. Otherwise, you may need to refuse delivery and request a refund.
10. Will I be charged customs or duties for international orders?
Yes, import taxes and customs charges may apply depending on your country. These must be paid by the customer.