Delivery

Contents

Delivering your order during COVID-19

When will my product be delivered?

How do I track my order?

Can I change the delivery address on my order?

Can I pay for next day delivery / select delivery date?

I haven't received my order, what should I do?

I have received a card saying my item has been returned to the warehouse, what should I do?

Do you deliver to outside of the UK?

I'm not going to be in on the date my order is to be delivered, can I rearrange delivery?

Delivering your order during COVID-19

Our courier, DHL, is still operating on a three to five day turnaround to deliver orders. Due to COVID-19, you won't be required to sign for your order, and instead the DHL delivery driver will take a picture once you've received it.

Our returns and refunds policy also remains the same. You can find out more on our returns and refunds page.

When will my product be delivered?

Orders will be delivered within 3-5 working days, our standard delivery times are Monday - Friday 8am - 8pm.

This means orders placed on a Friday won't be dispatched until Monday, so don't panic if you don't receive your shipping confirmation over the weekend.

Delivery times vary depending on the stock availability and the delivery option and destination. Please note that delivery times are only estimates. We aren't liable for delays in meeting them, as such delays may occur due to circumstances outside our control as well as during peak periods (e.g. Black Friday and Christmas period).

How do I track my order?

On the morning of delivery DHL will send you a text message on the mobile number provided at checkout. The message will include an estimated delivery window and there will be a link included in the text message so you can track your order or change the delivery date if you're not going to be in. All orders need to be signed for.

Can I pay for next day delivery / select delivery date?

We currently only offer standard delivery with our courier DHL. We aim to deliver all orders within three to five working days.

Can I change the delivery address on my order?

Once you've placed your order and received your confirmation email, your order cannot be amended. If you want to add an additional item, you'll need to place a new order.

I haven't received my order, what should I do?

You should receive a delivery confirmation by text message 3 - 5 days after your purchase. Please note that delivery times are only estimates. We will not be liable for delays in meeting them as such delays may occur due to circumstances outside of our control as well as during peak periods (e.g. Black Friday and Christmas Period).

We try our best to ensure you receive your exact order on time.

If you don't receive the correct items you ordered, or if you've received a postal card but haven't had a text updated from DHL, please contact us providing the details below.

If you haven't received your product or a notification that your order has been cancelled within 10 days of placing an order via the store, you should contact our team who will investigate the status of your order. You can contact our team using our contact form or via email at shopsupport@shellenergy.co.uk, providing the details listed below.

  • Name
  • Details of your order (Order number)
  • Contact details (phone number, email address, shipping address)

In the unlikely event that your order is deemed missing with DHL, we'll dispute this with the courier on your behalf and arrange for a replacement to be sent as soon as possible.

I have received a card saying my item has been returned to the warehouse, what should I do?

If you're out when the delivery is made, DHL will attempt to deliver a further two times to obtain a signature before returning your parcel to the warehouse. DHL will send a text message on the morning of each attempted delivery, and the message will contain a link that you can use to change your delivery date if you're not going to be in.

Once your order is received back at the warehouse, you'll receive a full refund for the amount paid.

Do you deliver to outside of the UK?

You may place an order for products from outside the UK, but this order must be for delivery to an address in mainland UK (please note: we cannot accept orders that are to be delivered to a communal or PO box address).

I'm not going to be in on the date my order is to be delivered, can I rearrange delivery?

You will be able to rearrange delivery date using the tracking link sent in the text message sent by DHL on the morning of your delivery.