Shelly Europe Ltd.
Shipping and Refund Policy
Everything about how we process and deliver your order, how long it takes to arrive, and how to return a product or request a refund.
Delivery and Shipping
The total time of delivery to the client is the sum of processing time and transit time.
Processing time
Typically 1–7 business days from the moment your order is placed.
Same-day processing
Ideally, any order placed before 13:00 CET on a business day will be processed on the same day.
Tracking by email
You receive an email notification when your order is processed and dispatched, including a tracking number for the parcel.
Delivery FAQ
The most common questions about shipping options, rates, tracking and delivery attempts.
Yes, we do.
During the checkout process, upon selecting your country, you will be presented with a list of available shipping options and their corresponding rates.
Shipping rates vary depending on the destination country, the weight and dimensions of the package, and the shipping method chosen.
During the checkout process, upon selecting your country and before placing your order, you will be presented with a list of available shipping options and their corresponding rates, updated for your individual 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.Example 1: 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.
Example 2: 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.
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 real-time status and location of your package.
*For orders dispatched via PostOne in collaboration with a partner local courier, we only send an email containing a link for tracking the shipment through PostOne’s platform, directing you to their website. Subsequently, upon following this link, you will discover an additional tracking number specific to the partner (local) courier responsible for the shipment. We strongly recommend utilizing this tracking code, as there may be instances where certain tracking updates are not mirrored within the initial PostOne tracking link we provided.Yes, currently we offer free shipping depending on the destination country and order value. Applicable shipping costs and eligibility for free shipping will be shown at checkout.
Unfortunately, we cannot ship to PO Boxes or APO/FPO addresses. We require a physical address for all deliveries.
In the event that you are absent at the time of a delivery attempt, the carrier typically leaves a delivery notification that contains guidance for subsequent actions. Such instructions may encompass the possibility to rearrange the delivery or to pick up the package from a nearby delivery hub by yourself.
Please note: Certain partner local couriers may follow a customary practice of depositing your package within your personal mailbox or entrusting it to a neighboring recipient.We always aim to process orders quickly to ensure prompt delivery. Should you require a modification to your shipping address, we recommend taking the following steps:
-
After successfully placing an order, an “Edit order” button will be available both on the order confirmation page and in the Orders section of your customer account. Within 15 minutes of placing the order, you can use this button to:
- change the delivery address via a dedicated form; or
- cancel the order directly through the withdraw form, and proceed to place a new order with the correct delivery address.
- If the order status has advanced to “In Progress”, regrettably, it is no longer feasible to cancel the order, as it is slated for dispatch later on the same day. In such cases, we urge you to promptly get in touch with our dedicated customer support team. We will make every effort to accommodate your request provided the order has not yet been shipped.
No, Guest accounts are not supported. Every order is associated with a newly created account automatically, which can be accessed after verification using a login code sent to the user.
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.
Additional customs fees, taxes, or import duties may be imposed on international orders in accordance with the regulations of the destination country. It is imperative to note that these charges are the sole responsibility of the recipient and are not encompassed within the product or shipping expenses.
Delivery times
Choose Expedited or Standard shipping at checkout. Transit times depend on the carrier and the destination country.
Expedited
- Countries within the European Union — 1 to 3 business days (usually 1 business day).
- Countries outside the European Union — 1 to 3 business days + processing days until the customer pays all duties and taxes for the purchase.
Standard Shipping
- Please refer to the table below for transit time by delivery country with PostOne services.
- Please note: transit time for islands might take an additional 1 to 4 working days.
All delivery times are estimated and should be considered indicative only. Actual delivery times may vary depending on operational and external factors beyond our control, high order volumes, and order processing times during campaigns.
Transit time by country
Standard Shipping with PostOne services
| Country / Region | Transit time |
|---|---|
| Australia | 10–14 business days |
| Austria | 3–5 business days |
| Belgium | 3–5 business days |
| Croatia | 4–6 business days |
| Cyprus | 10–14 business days |
| Czech Republic | 4–6 business days |
| Denmark | 4–7 business days |
| Estonia | 5–7 business days |
| Finland | 7–10 business days |
| France | 4–6 business days |
| Germany | 3–5 business days |
| Great Britain | 7–10 business days |
| Greece | 3–5 business days |
| Hungary | 3–5 business days |
| Ireland | 4–6 business days |
| Italy | 3–5 business days |
| Latvia | 5–7 business days |
| Lithuania | 5–7 business days |
| Luxembourg | 4–7 business days |
| Netherlands | 3–5 business days |
| New Zealand | 8–14 business days |
| Poland | 3–5 business days |
| Portugal | 8–11 business days |
| Romania | 3–5 business days |
| Slovakia | 3–5 business days |
| Slovenia | 3–5 business days |
| Spain | 6–8 business days |
| Sweden | 5–7 business days |
| Switzerland | 6–8 business days |
| Rest of the world | 10–20 business days |
No country matches your search. Please check the spelling or contact our support team.
Standard Return and Refund Policy
Dear Customer, please be aware that according to our Standard Return and Refund Policy, purchases made directly from our website https://www.shelly.com/ can be returned to Shelly Europe Ltd. (“Seller” / “Shelly” / “We/Us”). Shelly devices purchased through other retailers must be returned in accordance with their respective return and refund policy.
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.
Return procedure
The right of withdrawal may be exercised and the delivered product returned within 14 days as of the day on which you, or a third party indicated by you, acquired physical possession of the goods.
To exercise your right of withdrawal, choose one of these methods
“Edit order” button
Available on the order confirmation page and in the “Orders” section of your customer account within 15 minutes of placing the order. Cancel the order by completing the withdrawal form.
Withdrawal form
Complete the withdrawal form in the “Orders” section of your customer account, or the Withdraw from your purchase form in the footer of the website, providing your order number and the email address associated with the order.
What you may be asked for
- Order number
- Email address associated with the order
- Reason for withdrawal (optional)
Upon receipt of your withdrawal request, we will send you a confirmation via email and provide further instructions regarding the return process, where applicable.
Where to send the product
1407 Sofia, Bulgaria
Boca Raton, FL 33432
Any costs related to a returned or a rejected delivery (if charged by the delivery courier) for the return of products upon withdrawal are at your expense.
Condition of the returned product
To be accepted, the returned product must be in the exact state in which it was delivered.
Unused product
The returned product shall not have been used.
Original packaging
Intact and complete, together with the accompanying documentation.
Seals untouched
No damage or removal of foil and stickers placed by the manufacturer.
Unchanged software
No installed or removed applications and no personal information uploaded.
Risk during the return shipment
Until the date of receipt of the returned product by us, the risk of accidental perishing or damage is borne entirely by you. We shall not be obliged to return any paid amounts in cases of loss, perishing or damage to the product, including those occurring during transport of the return.
Refund procedure
How and when you get your money back after a valid withdrawal.
You inform us of your withdrawal
Shelly Europe Ltd. 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 refund is issued
The amounts subject to reimbursement are paid by bank transfer to the bank account from which you made the initial payment, without this leading to any additional expenses for you.
Not subject to reimbursement: additional taxes and customs duties, as well as any transaction charges (including exchange rate fees), if any, imposed by the payment service provider.
Still have a question about your order?
Our customer support team can help with shipping, tracking, withdrawals and refunds. You can also reach us directly at orders@shelly.cloud.