Delivery

How long will my delivery take?

For all new goods purchases: Delivery is within 5-7 working days of your order being placed and between Monday to Friday (excluding Public Holidays).

Please look out for your delivery shipping confirmation to be sent by email.

What is the cut-off date for Christmas deliveries?

Please consider any postage delays during busier periods in the run up to Christmas. Royal mail services are normally  impacted at busier times of the year  due to higher levels of postage and most recently because of Covid-19.

 Therefore we recommend you order any items from our website to be delivered in time for the holidays no later than December 12th.  This is 6 working days before the Royal Mail guidance as we want our customers to experience the best possible delivery service. Royal Mail guidance for Christmas postage can be found here

What are your despatch times for new goods orders?

  • We aim to despatch all orders promptly upon receipt of an order
  • Currently all orders are picked & packed to be despatched at our fulfilment house within 2 working days of our customers placing their order.
  • In the instance of a high volume of orders during peak times, these timings may include 2 extra days despatch time.
  • We use Royal Mail standard shipping services. Please find further guidance on postage timescales on the Royal Mail website https://www.royalmail.com/help/when-will-my-item-arrive Royal Mail always add updates to their website should they be facing any customer postage delays.
  • You can use the Shop app https://shop.app/ to track your order.
  • The delivery reference number you are provided with will give proof of delivery information only and is not a tracking reference.
  • No orders are despatched on Sundays as our warehouse is closed, any Sunday orders are picked and packed on the Monday (or next working day if a public Bank holiday)

What are your despatch times for second-hand items?

  • Second-hand items on our online shop are listed and despatched by individual Shelter shops across the country. We aim to despatch all orders within 5 working days of them being placed.
  • We use Royal Mail standard shipping services (as above)

*We aim to meet these delivery times but during busier periods (Black Friday, Christmas) deliveries may take a little longer. Occasionally system updates and unexpected events such as extreme weather conditions, will mean there may be a slight delay in the delivery. However, we will always work hard to keep such issues to a minimum. Shelter cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions.