My Order

Do you have a query about a specific item? 

Please make sure you check the product listing of the item you are interested in. All the relevant information should be available there. If for any reason you cannot find the information you’re looking for or your query is more specific, then please get in touch with us by email at shop_support_team@shelter.org.uk  

What if my order contains Merchandise & Gifting items?

We include a delivery reference for insurance purposes for each item. However, as our items are sent via Royal Mail standard shipping, they cannot be tracked via royal mail by our customers. 

What if my order contains second-hand goods?

These can be tracked as all items are sent via Royal mail tracked 48 or signed for. Your tracking reference will be added to the shipping confirmation. To track please visit the Royal Mail website tracking page here  https://www.royalmail.com/track-your-item  

Sometimes during busier times of year such it may take longer for delivery. Therefore, please allow some extra time for delivery. 

Where is my order? 

You firstly receive an order notification by email as soon as your order is placed. We aim to despatch all orders within 4 days of receipt.  

You will then receive a shipping confirmation via email as soon as we post your item. If it has been more than seven days since you received your shipping confirmation email and you are yet to receive your order, then please reach out to us and we will assist you. 

How do I add a discount code to my order?

Discount codes are applied at the checkout, just enter your code in the gift card and discount code box shown above the order total. 

How can I pay for my order? 

 We accept the following payment methods: 

  • Apple Pay 
  • Google Pay 
  • Paypal 
  • American Express 
  • Visa debit & credit 
  • Mastercard debit & credit 
  • Maestro 

 

How do I know if my order has been shipped? 

For all orders you will receive a shipping confirmation email when your item has been despatched.

My order is yet to arrive, what can I do? 

If your estimated delivery date has passed, please allow a few extra days for your order to be delivered (especially during busy times). 

If your order doesn’t arrive, please let us know and we will help you.  

How do I amend/cancel my order? 

All customers have a right to cancel their orders within 14 days from the date you placed your order.  This means you can either cancel your order before or after it’s been despatched.  

If you wanted to amend/cancel your order then please get in touch with us via our email address or contact number. If your order has not yet been shipped we can amend it for you.  

What if my order has already been despatched? 

You will need to return your order to us and we will process your refund as soon as we receive the item .  

For all orders (excluding gifting & merchandise) from our Online Shop you can initiate a return on this page, please have your order number to hand which can be found on your order or shipping confirmation email. You use this to generate a freepost return label.  https://shop.shelter.org.uk/a/returns 

For any gifting and merchandise orders please contact shop_support_team@shelter.org.uk where we will create a freepost returns label for you.  

What if my order contains Gifting & Merchandise? Such as cards, crackers, chocolates and pin badges? 

Please email us Shop_support_Team@shelter.org.uk or give us a call on 0344 515 1445. We will initiate the returns process for you and assist with your refund.  

What postal service do you use for orders? 

All merchandise and gifting orders are posted royal mail second class standard within the UK and international standard shipping for anything being sent elsewhere. 

All second hand items are despatched via Royal Mail signed for or tracked domestic services. 

I’ve received my order but some items are missing, why is this? 

Our second-hand products are all individually listed and dispatched by volunteers from one of our many charity shops. Our gifting & merchandise is despatched from a central location. Therefore, if you buy multiple products it is likely they will come from different locations and will arrive separately. 

Do you use sustainable packaging? 

For all second hand items we use fully recyclable brown packaging. This can even be composted.  

For all other items we’re currently updating our packaging so it’s more sustainable. This should be changing within the next few months. Please check back for updates! 

 

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