Frequently Asked Questions (FAQ)
Payments & Billing
Which payment methods do you accept?
We facilitate transactions through recognised and established financial providers. We accept payments via:
Credit & Debit Cards: Visa, Mastercard, and American Express.
Digital Wallets: Apple Pay and Google Pay.
How is my payment information processed?
All transactions are encrypted using industry-standard protocols (SSL) to protect data privacy. We do not store your full financial credentials on our servers; they are processed directly by our payment partners to ensure compliance with financial data protection standards.
Shipping, Delivery & Logistics
Where are orders dispatched from?
To ensure efficient delivery, we have warehouses in Europe and the United States. Your order will be dispatched from the facility closest to your delivery address:
United States Facility: 1 County Rd, Unit A4 Secaucus, NJ 07094.
European Facility: An der Autobahn 22, Guetersloh, 33333 Germany.
Which couriers do you use and how long does delivery take?
We partner with DHL, FedEx, and UPS Priority services.
Standard Delivery Time: 3 to 6 business days.
Tracking: You will receive automated email notifications at key logistical stages: upon order dispatch, upon arrival at the local logistics hub, and upon final delivery.
What happens if my delivery is delayed?
While we strive for precision, external factors (Force Majeure) may occasionally impact transit times.
Buffer Period: In the event of unforeseen logistical delays, a maximum extension of 3 business days applies to the standard delivery window.
Resolution: If your order has not arrived after this extended period, please contact us immediately. We will initiate a formal investigation with the carrier. If the parcel is confirmed lost, we will issue a full refund or dispatch a replacement order at no additional cost.
Returns, Refunds & Right of Withdrawal
What is your return policy?
In compliance with European and US Consumer Protection laws, you are entitled to a 30 days Right of Withdrawal. You may request a return for any reason within 30 days of receiving your goods.
How do I handle damaged or defective items?
We inspect all silicone dining accessories prior to dispatch. However, if you receive an item that is damaged or defective.
Process: Please email our support team at silicone@mealtimeshield.com within the withdrawal period.
Evidence Required: Attach clear photographs showing the defect or damage.
Resolution: Upon verification of the evidence, we will proceed with either a full refund or a replacement shipment, according to your preference.
How do I initiate a return or refund request?
Please contact our Customer Support team via email to initiate the process. We aim to respond to all inquiries within 24 business hours.
Returns are accepted at our local facilities in the US and Europe.
Contact Details:
Address: 118 Irchester Rd, Rushden NN10 9XQ UK
Phone: +44 7783886855
Email: silicone@mealtimeshield.com