FAQs

Delivery

Please refer to our dedicated delivery page for information relating to tracking and receiving your order.

Returns

Question: Am I able to return my product?

For information relating to returning your order and when you'll receive your refund, please refer to our returns and refunds page.

Question: I have received a faulty product, how do I return it?

For information on what to do if you experience a technical fault with your item, please refer to the Faulty Products section of the returns and refunds page.

Question: My product was damaged when I received it, what should I do?

You must report damaged goods to us within 24 hours of receiving your product. Please refer to our returns and refunds page on how to report damaged products and return them to us.

Payments & Promotions

Question: My coupon didn't work

Please make sure that the coupon code is still valid and hasn't expired. Not all of our coupon codes can be used in conjunction with other offers, so make sure you've checked the terms of the offer. If you continue to have issues with your coupon code, please contact us using the form on the contact us page or by sending us an email at shopsupport@shellenergy.co.uk.

Question: Where do I add my coupon?

Coupon codes can be added at checkout. A summary of your order will be shown on the right hand side of the checkout page. You’ll be able to add coupon codes in this summary section. Coupon codes can also be added when reviewing your cart.

Question: My payment hasn't been taken/isn't being accepted at checkout?

It can sometimes take up to five days for payments to be taken from your bank. If there are any issues processing it on our side, we'll let you know. Please note we're only able to accept Visa and Mastercard payments at this time.

Order FAQS

Question: Can I amend my order after I have placed it?

Once you've placed your order and received your confirmation email, you can't amend your order. If you want to add an additional item, you'll need to place a new order. If you want to cancel your order, you'll need to follow our returns and refunds page.

Question: Can I change the delivery address on my order?

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

Question: I have received an incorrect item in my order, what do I do?

If you’ve received an incorrect item in your order, please refer to the returns and refunds page. When providing details of your return, please let us know that you are returning your order due to not receiving the correct item. Once we’ve received it, we’ll send the correct item.

Question: Can I arrange installation for my item?

At the moment we don't offer installation alongside our products.
We do recommend that certain products are installed by professionals.

Contact us

Question: How can I contact you?

If you have any questions relating to your purchase, please contact us either by completing our contact form, sending us an email at shopsupport@shellenergy.co.uk, or by calling us on 03300 949 182 and selecting option 4. Our opening hours are Monday-Friday 9am-5pm.