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        Delivery & returns

        Delivery and Shipping

        The Total time of delivery to the client consists of Transit time + Processing time.

        The usual Processing time for everyday order processing takes 1 business day. Ideally, an order made before 12:00 pm Central European Time on a working day is being processed the same day. Customers would receive a notification via email when an order is being Processed and sent to the client, containing a Tracking number (link) for the parcel. 

        Delivery FAQ

        Do you offer international shipping?

        Yes, we offer do. During the checkout process, you can select your country to see the available shipping options and costs.

         

        What are your shipping charges?

        Shipping charges may vary depending on the destination country, the weight and dimensions of the package, and the shipping method chosen. You can view the shipping costs during the checkout process before placing your order.

         

        What is the estimated delivery time for my order?

        The estimated delivery time depends on your location and the shipping method you choose. In general, Standard delivery within Europe usually takes 3 to 7 business days. For Expedited delivery, the estimated time is 1 to 3 business days. Please note that these are approximate delivery times, and actual delivery may vary due to factors beyond our control. An example of the Total delivery time for a shipment in Germany, with Expedited shipping (DHL) made before 1 PM during a business day would be 1 business day. An example of the Total delivery time for a shipment in Austria, with Standard shipping (PostOne Premium) made before 1 PM during a business day would be 1 business day. 

         

        Can I track my order?

        Yes, we provide tracking information for all orders. Once your order is shipped, you will receive an email with a tracking number that you can use to monitor the status and location of your package.

         

        Do you offer free shipping?

        No, currently we don't offer free shipping.

         

        Do you ship to PO Boxes or APO/FPO addresses?

        Unfortunately, we cannot ship to PO Boxes or APO/FPO addresses. We require a physical address for all deliveries.

         

        What happens if I am not at home during delivery?

        If you are not at home during the delivery attempt, the carrier will usually leave a delivery notification with instructions for the next steps. This may include options to reschedule the delivery or pick up the package from a local delivery center.

         

        Can I change my shipping address after placing an order?

        We process orders quickly to ensure prompt delivery. If you need to change your shipping address, please contact our customer support team as soon as possible. We will do our best to accommodate your request if the order has not yet been shipped.

         

        What if my package is lost or damaged during shipping?

        In the rare event of a lost or damaged package, please contact our customer support immediately. We will work with the shipping carrier to resolve the issue and ensure you receive a replacement or a refund.

         

        Are there any additional customs fees or taxes for international orders?

        Customs fees, taxes, or import duties may apply to international orders, depending on the destination country's regulations. These charges are the responsibility of the recipient and are not included in the product or shipping costs.

         

        If you have any further questions or need assistance with your order, feel free to reach out to our customer support team, and we'll be happy to help!

        DELIVERY TIMES

        Expedited (DHL Express)

        • Countries within European Union - 1 to 3 business days (usually 1 Working day).
        • Countries outside European Union - 1 to 3 business days + Processing days until the customer pays all duties and taxes for the purchase.
           

        DELIVERY TIMES

        Standard Shipping (PostOne)

        • PostOne ONE TRACK service is used for shipments up to 2.00 kg. The usual Transit time is 3-4 business days.
        • PostOne ONE PREMIUM service is used for shipments above 2.01 kg. The usual Transit time is 2-3 business days. 

          *Transition time for islands might take an additional one to four working days.
        Specifications
        Country / RegionONE PREMIUM (above 2.01 kg)ONE TRACK (up to 2.00 kg)
        Australia8-12 Working days10-14 Working days
        Austria3-5 Working days4-6 Working days
        Belgium3-4 Working days4-6 Working days
        Croatia5-7 Working days4-6 Working days
        Cyprus6-8 Working days5-7 Working days
        Czech Republic2-3 Working days4-6 Working days
        Denmark4-7 Working days4-6 Working days
        Estonia5-7 Working days5-7 Working days
        Finland4-7 Working days4-6 Working days
        France4-6 Working days4-6 Working days
        Germany3-4 Working days3-5 Working days
        Great Britain5-7 Working days5-7 Working days
        Greece2-3 Working days4-6 Working days
        Hungary2-3 Working days4-6 Working days
        Ireland5-7 Working days2-5 Working days
        Italy3-5 Working days4-6 Working days
        Latvia5-7 Working days5-7 Working days
        Lithuania5-7 Working days5-7 Working days
        Luxembourg4-7 Working days4-6 Working days
        Netherlands3-4 Working days4-6 Working days
        New Zealand8-14 Working days10-16 Working days
        Norway6-8 Working days5-7 Working days
        Poland3-4 Working days5-7 Working days
        Portugal5-7 Working days5-7 Working days
        Romania2-3 Working days3-6 Working days
        Slovakia2-3 Working days4-6 Working days
        Slovenia5-7 Working days4-6 Working days
        Spain5-7 Working days5-7 Working days
        Sweden5-7 Working days5-7 Working days
        Switzerland5-7 Working days5-7 Working days
        Rest of the world10-20 Working days10-30 Working days

        Standard Return and Refund Policy

        Dear Customer, please be aware that according to our Standard Return and Refund Policy, purchases made directly from our websites: https://shelly.cloud/  can be returned to Shelly Group PLC (“Seller”/ “Allterco”/ "Shelly"/“We/Us”). Shelly devices purchased through other retailers must be returned in accordance with their respective return and refund policy.

        You, as a Customer, are entitled to cancel an Order made before its dispatching as informed by e-mail on the site of the SELLER.

        You are entitled to withdraw from the distance contract and to return the Order within 14 days as of the delivery, for any reason and without a justification. This right vests only if you have the capacity of “consumer” within the meaning of Directive 2011/83/EC and Directive 2019/770 /EC on certain aspects concerning contracts for the supply of digital content and digital services. 

         

         

        How to return a delivered Product?

        The right of withdrawal from the contract may be exercised and the delivered Product may be returned within 14 days as of the day on which you or a third party indicated by you have acquired physical possession of the goods.

        You shall notify Us for Your wish to withdraw from the contract by sending a withdrawal statement to e-mail:  [email protected] or by sending a filled withdrawal form prior to the expiry of the stated time limits, in the original, at the following address:

        1407 Sofia, 103 Cherni Vrah Blvd., Republic of Bulgaria for Europe

         

        980 N Federal Hwy, Ste 430, Boca Raton, FL 33432

        or

        ……………………………. for the USA,

         or by explicitly stating the withdrawal on the contact form on the Website by mandatory stating: name and family name, address, number and date of the order, type of device, delivery date.

        Please note that any costs related to a rejected delivery (if charged by the delivery courier) or return of Products upon withdraw are at Your expense.

        Upon exercised right of withdrawal on Your part the Product shall be returned at the following address:

        1407 Sofia, 103 Cherni Vrah Blvd., Republic of Bulgaria for the territory of Europe

        or

        ……………………………. for the territory of the USA,

         

        The return expenses shall be borne entirely by You.

        The returned Product shall not have been used, the package shall be intact and in the state in which it had been delivered – in the original package in its entirety together with the accompanying documentation, without any damage or removal of foil and stickers placed by the manufacturer, without any changed software configuration (without installed or removed applications, nor personal information uploaded).

        Until the date of receipt of the returned Product by Us the risk of accidental perishing or damage shall be borne entirely by You. We shall not be obliged to return any paid amounts in cases of loss, perishing or damages to the Product, including those occurred during transport by the return.

        How will You receive a refund for returned Product?

        Upon withdrawal on Your part within the term said in this Policy, Allterco shall reimburse all payments received from You within 14 (fourteen) days as of the day on which We are informed of Your decision to withdraw from the contract. We may withhold the reimbursement until we receive the goods back, or until You supply evidence of having sent back the goods, whichever is the earliest.

        The amounts subject to reimbursement shall be paid as follows:

        • For payments on delivery - by bank transfer on the bank account stated by You in the withdrawal form
        • For online payments – by bank transfer on the bank account from which You have made the initial payment;
        • For payments through PayPal – within Your profile in PayPal.

        The amount shall be reimbursed without this leading to any additional expenses for You.

        Additional taxes and custom duties, as well as any transaction charges (including exchange rate fees), if any, imposed by the payment service provider are not subject to reimbursement by Us.

         

        For further information please check our General Terms and Conditions.