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SHIPPING POLICY

Order Processing​

  • We aim to process all orders within 2 business days. During busy periods, dispatch times may take us a little longer

  • Please double-check your shipping details before checkout

  • Missing or incorrect information can cause delays

  • If we require further details, we will contact you by email (check your spam folder)​

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Delivery Areas​

We deliver to most of the UK mainland but are currently unable to ship to the following postcodes:

  • Aberdeenshire: AB31–AB38, AB41–AB56

  • North Ayrshire: KA27–KA28

  • Paisley & Surrounding Areas: PA20–PA88

  • Perthshire: PH15–PH44, PH49–PH50

  • Argyle & Bute: FK17–FK21

  • Inverness: IV

  • Northern Ireland: BT

  • Guernsey: GY

  • Isle of Man: IM

  • Isle of Wight: PO30–PO41

  • Jersey: JE

  • Kirkwall: KW

  • Outer Hebrides: HS1–HS9

  • Shetland Islands: ZE

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Shipping Details​

  • Courier: DPD – parcels are shipped with their Next Day service

  • Costs: Calculated by the total weight of products in your order

  • Multiple Parcels:

    • Due to weight restrictions, large orders may be split into several parcels

    • Parcels may occasionally be separated in transit and arrive on different days

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Local Collection​

If you’re nearby, you can choose ‘Pickup’ at checkout to collect your order and avoid shipping costs.

  • Locations: New Quay or Crymych

  • Collection Times: Monday–Friday, 9am–2pm (no weekends or bank holidays)

  • Arranging Collection: Email shop@shellonearth.co.uk to book a collection time (visits by prior arrangement only)

RETURNS & REFUNDS POLICY

​We want you to love your order. If something isn’t quite right, we’re here to help.

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How to Return an Item

  • You have 30 days from receipt to return most items (excludes plants & perishables).

  • Please contact us within 7 days of receiving your order to let us know you’d like to return it.

  • Please keep your original packaging until you’ve spoken with us — it helps us process your return quickly.

  • Items must be returned unused, in the same condition you received them, and in their original packaging.

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💡 Tip: We recommend using a tracked/recorded delivery service — until your return reaches us, it’s your responsibility.

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 Refunds

  • Once your return is received and checked, we’ll process your refund within 7 working days.

  • If items are returned used, damaged, or without original packaging, we may deduct a percentage of the refund to cover resale loss.

  • Please note: We do not refund original delivery costs or reimburse return postage unless the item is faulty.

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Faulty or Damaged Items

  • If your order arrives damaged or faulty, please contact us within 24 hours with photos and details.

  • We’ll arrange a replacement or refund as quickly as possible.

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 Missing or Incorrect Items

  • If something is missing or you’ve received the wrong item, please contact us within 24 hours of delivery so we can put it right.

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Returned to Sender Parcels

Occasionally, parcels are returned to us by our delivery partners. This can happen for a number of reasons, including:

  • An incorrect or incomplete delivery address.

  • Unsuccessful delivery attempts.

  • The parcel not being collected from a parcel shop or depot within the courier's specified timeframe.

  • The parcel being refused on delivery.

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Tracking Your order

Once your order has been dispatched, you'll receive a dispatch confirmation email containing your tracking details.

We kindly ask that customers monitor their parcel's progress using the tracking information provided. Many of our delivery partners allow you to update delivery preferences, nominate a safe place, or rearrange delivery if you're unavailable.

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If Your Parcel Is Returned to Us

If a parcel is returned to our warehouse, we'll make reasonable efforts to contact you using the email address provided with your order.

Returned parcels will be held for 30 days from the date they are received back by us.

During this time, you can:

  • Arrange for your order to be re-dispatched (additional delivery charges may apply where the parcel was returned due to an incorrect address, unsuccessful delivery attempts, or failure to collect the parcel).

  • Contact us to discuss the available options.

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If We Don't Hear From You

If we don't receive a response within 30 days, we reserve the right to treat the order as abandoned.

Where appropriate, we'll issue a refund for the value of the goods, less:

  • The original delivery charge (where applicable).

  • Any return-to-sender or additional courier charges incurred.

  • Any other reasonable costs associated with the failed delivery.

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Need Help?

If you believe your parcel has been returned in error, or you'd like us to resend it, please contact us as soon as possible at shop@shellonearth.co.uk and we'll be happy to help.

PAYMENT METHOD

Credit and Debit Card payments are processed securely by Wix Payments and Paypal; Shell on Earth does not handle any credit card data for orders placed online.

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