FAQ - 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 onlineshop@shelter.org.uk

Can I track my order of Gifting & Merchandise items?

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

Can I track my order of second-hand goods or Artist Collaboration T-shirts?

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

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 3 working days of receipt.  

You will then receive a postage confirmation via email as soon as we post your item. 

For more information on delivery please check out our dedicated delivery information page here

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 find out about postage and delivery?

Please follow this link to view our Delivery Information page here

How do I know if my order has been sent? 

For all orders you will receive a postage 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). 

With this in mind, If your order still 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 sent 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 postage confirmation email. You use this to generate a freepost returns label. Start a Return – Shop for Shelter

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

Please email us at onlineshop@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 item orders are posted Royal Mail UK standard. 

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

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

Our pre-loved second-hand products are all individually listed and dispatched by volunteers from one of our many charity shops. Our gifting & merchandise are 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 which 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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