Question 1

When will my order be dispatched?

Accepted Answer

In-stock pieces leave the atelier within 1–2 business days. You'll receive a tracked, signed-for shipping confirmation by email the moment it goes out.

Question 2

Can I change or cancel an order after checkout?

Accepted Answer

Email care@getshiel.com within two hours of placing the order and we will do everything possible. Once a piece has been hand-packed and sealed, it ships.

Question 3

Do you restock?

Accepted Answer

No. SHIEL is built around capsule runs of fewer than 200 pieces. Once a silhouette retires, it does not return — it is replaced by the next chapter.

Question 4

What payment methods do you accept?

Accepted Answer

All major cards, Apple Pay, Google Pay, Klarna, and PayPal. Pricing is shown in your local currency where supported, charged in GBP.

Question 5

How does SHIEL fit?

Accepted Answer

Cut close. Our patterns are developed on the live form. Bias-cut satins skim the body; corseted pieces hold their shape and feel structured on first wear.

Question 6

I'm between sizes — which should I take?

Accepted Answer

Take the smaller size for corsetry and structured silhouettes. Take the larger for bias-cut satin and mesh. The full guide is on the sizing page.

Question 7

Do you offer made-to-measure?

Accepted Answer

Yes — for evening and bridal commissions. Allow 6–8 weeks. Write to atelier@getshiel.com to begin a fitting.

Question 8

Will alterations affect my warranty?

Accepted Answer

Alterations done outside our atelier void the right to return. We're happy to recommend a tailor in your city — just ask.

Question 9

Where do you ship?

Accepted Answer

Worldwide, from London. UK 1–2 days, EU 2–4 days, US/Canada 3–5 days, rest of world 5–8 days. Every parcel is tracked, insured, and signed for.

Question 10

How much does shipping cost?

Accepted Answer

Complimentary in the UK over £250 and EU over £400. Otherwise from £8 (UK), £18 (EU), £28 (US/CA), £35 (ROW). Full table on the shipping page.

Question 11

Will I pay duties or import taxes?

Accepted Answer

Within the UK and EU, prices include VAT. Orders to the US, Canada, and rest of world may be subject to duties — these are calculated and prepaid at checkout where possible so there are no charges on delivery.

Question 12

Can I expedite my order?

Accepted Answer

Yes. Choose Express at checkout or write to care@getshiel.com for next-day options. Subject to atelier availability.

Question 13

What is the return window?

Accepted Answer

14 days from delivery on full-price orders. Pieces must be unworn, unwashed, with all tags attached, and returned in their original tissue and matte-black box.

Question 14

How do I start a return?

Accepted Answer

Email returns@getshiel.com with your order number. We'll send a prepaid label for UK and EU returns within one business day. International returns are at the customer's cost.

Question 15

When will I be refunded?

Accepted Answer

Refunds are issued to the original payment method within 7 business days of the return arriving at the atelier. Your bank may take an additional 2–5 days to display it.

Question 16

Are sale and archive pieces returnable?

Accepted Answer

No. Anything marked Final Sale, archive, or sample-sale is not eligible for return or exchange. Faulty pieces are always covered — write within 48 hours of delivery.

Quietly answered,
in full.

Orders

Sizing & Fit

Shipping

Returns