FAQ - Returns

I've changed my mind, can I get a refund for my preloved item?  

All preloved items can be returned for free within 30 days of receiving your order, as long as they are returned in the same condition in which they were delivered. Once we have received the return, we will refund the cost of the item. Generate your freepost returns label using the link below.

Get a freepost returns label

Can I get a refund for my Shelter merchandise/Christmas stock item?  

If you change your mind, non-perishable items can be returned for free within 30 days of receiving your order. Items must be in the same condition as which they were delivered. Please use the link above to get your freepost label.

Can I get a refund for my Shelter artist collaboration t-shirt?  

As our Shelter x Artist Collaboration t-shirts are all made to order, these items are non-refundable if you change your mind. If your item is faulty or the incorrect size was received, please get in contact with our customer support team to arrange a return.

Are there any charges for return?

There are no charges for return. Original shipping charges are non-refundable.

How long will it take for me to receive my refund? 

Once we receive the items back we process your refund within two days. If it is received on a weekend, your refund will be processed the next working day. Refunds normally take up to a maximum of 10 days to reach the original method of payment. 

My item is not as described/faulty, what can I do? 

You are entitled to a full refund if your item does not meet the description at the time of purchasing or if it’s faulty. Please get in touch with our customer support team by phone 0344 515 1445 or email onlineshop@shelter.org.uk and we will help you with the issue. 

View our full returns policy

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