[PLACEHOLDER] covering actual
shipping costs, carriers, dispatch times and the practical return process needs real figures
before this page goes live.
Delivery
We deliver throughout the UK. Some remote areas may experience slightly longer delivery times.
| Standard Delivery | £7.99 — 3–5 working days |
|---|---|
| Express Delivery | £9.98 — 1–2 working days |
| Order cut-off for same-day dispatch | 12pm — orders placed before 12pm are dispatched the same working day |
Orders are dispatched using Royal Mail Tracked 24 and Tracked 48, with other couriers used for special or larger orders. You’ll receive a dispatch confirmation email, with tracking information where available, once your order leaves us. Delivery times are estimates, not guarantees — they can be affected by circumstances outside our control (see Section 12 of our Terms and Conditions).
If delivery fails
[PLACEHOLDER: describe what happens if a delivery attempt fails — redelivery, collection point, how many attempts before the order is returned to us.]
Your right to cancel (14-day cooling-off period)
As a UK consumer, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of receiving it, for any reason, without needing to justify why. This is separate from — and in addition to — your rights over faulty goods below.
- Tell us you want to cancel. Email hello@shellyuk.com with your order number, within 14 days of receiving your goods. You don’t need to return the item to notify us — this just starts the process.
- Return the item within 14 days of telling us you want to cancel. Goods should be unused and, where possible, in their original packaging, so we can resell them — you’re liable for any reduction in value caused by handling the goods beyond what’s needed to check them, in line with your statutory rights.
- We refund you the price you paid, including standard delivery cost, within 14 days of receiving the goods back (or evidence you’ve sent them, if earlier), using the same payment method you used to order.
You’re responsible for the cost of returning goods, unless the item is faulty, damaged, or not what you ordered, or unless we’ve said otherwise.
How to return an item
We offer a 30-day return window from delivery — longer than the 14-day statutory minimum above. Return the item with proof of purchase, unused and in its original packaging where possible. [PLACEHOLDER: confirm whether a returns authorisation, specific returns address or prepaid label is required, or whether customers should just contact us first.]
Faulty, damaged or incorrect items
If something arrives faulty, damaged in transit, or isn’t what you ordered, this is covered by your rights under the Consumer Rights Act 2015 — separate from, and not limited by, the 14-day cancellation window above. Contact us at hello@shellyuk.com with your order number and, where relevant, photos of the fault or damage, and we’ll arrange a replacement, repair, or refund at no cost to you, including covering return postage.
Refunds
Refunds are issued to the original payment method. Once we’ve processed a refund, it can take [PLACEHOLDER: typical bank/card processing time, e.g. “3–5 working days”] to show in your account, depending on your bank or card provider.
Warranty claims
Shelly products carry a 2-year manufacturer warranty in addition to your statutory rights. Warranty claims outside the 14-day/statutory-rights window are handled directly by Shelly via their official support community: Shelly Support Group (Facebook).
Questions
Get in touch via our Contact page or hello@shellyuk.com — we’re happy to help before you order if you’re not sure something’s right for your setup.
Last updated: [PLACEHOLDER: date] — draft, not yet finalised.