Returns Policy

The Shelter online shop offers a 30 day free returns policy for second-hand items and non-perishable gifting items, which begins on receipt of the item. This does not apply to our made to order merchandise items. All unwanted goods should be returned in a resaleable condition, as they were received. This does not affect your statutory rights.

To begin a return and generate a freepost label, please enter your email address and order number on the portal to request a returns label.

If you purchased your item via our eBay store, please follow the usual return process on eBay instead.

As our merchandise items such as t-shirts, tote bags, hoodies and mugs 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.

There are no charges for return. Original shipping charges are non-refundable unless all items returned do not match the description on our website.

You have a legal right to return any item that does not match the description on our website, is not fit for its intended purpose, or is not of satisfactory quality. You are entitled to a refund if you tell us this within 30 days of receipt of the item, or you may request a replacement item instead.