Refund policy

Return & Refunds

We have a 14-day return policy, which means you have 14 days after receiving your item to start the return process. We do not refund return postage costs for any unwanted/incorrectly ordered products.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused with labels and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, return your order to the address below along with the order confirmation and any feedback on our service. 


PO Box 191
West Wickham
BR4 4DE

Orders must contain our returns form, orders returned without this will not be accepted.

Refunds

 We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchange & Replacements

We have a 14-day exchange policy, which means you have 14 days after receiving your item to start the exchange process. To be eligible for an exchange, your item must be in the same condition that you received it, unused in its original packaging. You’ll also need the receipt or proof of purchase.

  1. To start an exchange, return your order to the address below along with our Exchange form (exchanges without this form will not be accepted)
  2. Once you have shipped your exchange, contact us at support@shellphone.co.uk with your order number, exchange details, proof of postage and one of our Customer Service Team members will be happy to process a replacement order with the warehouse for immediate dispatch.


PO Box 191
West Wickham
BR4 4DE

Make sure to include your Royal Mail receipt (proof of posting) in your customer service email.

We require this certificate of posting / postage receipt to ensure exchange/replacement is delivered as soon as possible for use at earliest opportunity