Returns

I've changed my mind, can I get a refund for my second-hand item?  

All second-hand 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 itemGenerate your freepost returns label using the link below.

Get a freepost returns label

Can I get a refund for my Shelter merchandise/Gifting 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. As Merchandise and Gifting items such as our gift wrap and Christmas cards are held in a different warehouse, the returns process is slightly different. Please get in touch with our customer support team and we will assist you by generating a freepost return label on your behalf.

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.

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

Once we receive the items back we process your refund the same day. If it is received on a Saturday your refund will be processed the next working day. Refunds normally take 3-7 working 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 shop_support_team@shelter.org.uk and we will help you with the issue. 

View our full returns policy

 

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