Delivery & Returns

Delivery and Shipping

The Total time of delivery to the client is a sum of Processing time + Transit time.

Typically, the processing time is 1-7 business days. Ideally, any order placed before 13:00 pm CET on a business day will be processed on the same day.

Customers will receive an email notification when their order is being processed and dispatched, which includes a tracking number for the parcel.

Delivery FAQ

Do you offer international shipping?

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.

What are the shipping 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.

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.

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.

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 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.

Do you offer free shipping?

In Germany, orders over 79 EUR qualify for free shipping. Currently, we do not offer free shipping for other locations.

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?

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.

Can I change my shipping address after placing an order?

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:

1. Initiate the cancellation of the order directly through your account and proceed to place a new order with the correct address. The refund process will be executed automatically. It's important to note that order cancellations can only be processed while the status is in the "processing" phase.

2. If the order status has advanced to "packing", 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.

Is it possible for an order placed through a Guest account to be linked to another account?

Orders placed through Guest accounts can't be linked to other accounts.

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?

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.

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: Transition time for islands might take an additional 1 to 4 working days.

Country / Region	Transit time (PostOne)
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
Norway	7-10 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

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://shelly.com/ can be returned to Shelly Europe Ltd. (“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.

Return procedure

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 filling in the contact form on the Website or by e-mail: orders@shelly.cloud and mandatory stating:

name and family name
address
number and date of the order
type of device
delivery date

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

For Europe: 51, blvd. "Cherni vrah", Office X - Building 3, floor 3, 1407 Sofia, Bulgaria
For USA: 980 N Federal Hwy, Ste 430, Boca Raton, FL 33432

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

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.

Refund procedure

Upon withdrawal on Your part within the term said in this Policy, 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 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 Shelly Europe Ltd.

For further information please check our General Terms and Conditions.

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