My Order

My order

How do I place an order on your website?

Please select the item you wish to buy and click on the add to cart button. You can either complete this purchase once it’s in your cart by clicking the checkout button or you can return to the main pages and add more items to your cart. When you have everything you want just continue to checkout.

For information on payment questions please see the payment page in these FAQs.

Can I track my order?

New goods

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. Alternatively you can track your item if you download the Shop app, please follow this link if you would to track your order.

Please also bear in mind the busier periods in the run up to Christmas and allow some extra time for items to be delivered.

Second hand goods

These can be tracked as all items are sent via Royal mail tracked 48 or signed for.

Where is my new goods order?

You should receive a shipping confirmation via email. You can track your item if you download the Shop app, please follow this link if you would to track your order.  

Please also bear in mind the busier periods in the run up to Christmas and allow some extra time for items to be delivered.

How do I know if my order has been shipped?

For all goods 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 within 14 days of the date by which your order should have been delivered and we’ll do our best to help you. 

How do I amend/cancel my order?

Legally all customers have a right to cancel their orders within 14 days. 

What if my order has already been despatched?

You will need to return your order to us and we will process your refund.

What if my order has not been despatched yet?

Please get in touch with us by emailing Shop_Support_Team@shelter.org.uk. We will be able to cancel your order and issue your refund.

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