FAQ

We are based in the United Kingdom 

Business Name: Shell Bay Co.  

UK Address: 

Shell Bay Co., Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA 

 

Returns (Parcels): 

Unit 98291, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK  

 

CONTACT US  

 

HOW DO WE CONTACT YOU?  

 

Send us a message via the contact form on our website or send an email to hello@shellbayco.com and we'll get back to you as soon as we can.  

 

HOW QUICKLY DO YOU RESPOND TO EMAIL QUERIES? 

 

We answer emails within 2 working days. Please remember we always work hard to process your order within 2 working days and we will keep you updated to make the purchasing process and your experience as pleasant as possible.  

 

IS YOUR WEBSITE SAFE? 

 

Absolutely. Our website is SSL Certified and comes with the Web Application Firewall (WAF), allowing our website to provide HTTPS encryption. This lets visitors know that our website is trustworthy and that any data they exchange is encrypted, keeping it safe from snooping or exploitation.  Our website’s WAF is designed to intercept and examine incoming data and neutralize malicious code from security threats like SQL injections and DDoS attacks, warding off any damage from being done to our website. Plus, the Content Delivery Network (CDN) provides even further protection from DDoS attacks by restricting access to our website’s original server. 

 

HOW OLD DO I NEED TO BE TO MAKE A PURCHASE? 

 

You need to be 18 or over. We do not sell products for children. If you are under 18, you can use this website only with consent/supervision of your parents or guardians.  

 

DO I NEED TO REGISTER ON YOUR WEBSITE? 

 

You might be required to register in order to access certain services i.e. order’s status. If you decide to create an account, your username and password will be for your personal use only and you are responsible for maintaining the confidentiality of your account information and for restricting access to your account. You agree to accept responsibility for all activities carried out under your account or password. In addition to that, we reserve the right, in our sole discretion, to terminate your account, refuse service, or cancel your orders.  

 

BEFORE YOU PLACE AN ORDER 

 

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

 

We offer safe shopping and accept payment via credit/debit cards, Apple Pay and PayPal. Our payment provider is Stripe, a 100% secure international payment gateway, used by companies like Salesforce, BigCommerce, and other 50k+ eCommerce stores.    

 

DISCOUNT CODE ISN'T WORKING 

 

Please email hello@shellbayco.com and we will try to resolve the problem as soon as possible. 

 

HOW DOES SHIPPING WORK?

 

Shell Bay Co. will provide tracking detail/links via email. Please ensure you provide us with your email address and mobile number when placing an order, so you can receive your tracking information and updates on any delays affecting the delivery of your order.   

All orders are shipped directly from the UK and can take 3 – 10 working days to arrive in the countries listed below. Please expect potential delays considering current drivers’ shortages in some areas, and other economic challenges. Please do not panic if it does not show up immediately, it will be on its way and you will be updated on the progress.   

 

WE OFFER INTERNATIONAL SHIPPING

 

Countries we currently ship to: United Kingdom, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Ireland, Isle of Man, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.   

 

If you don't find your destination country on this list, please contact us at hello@shellbayco.com   

 

All items in the store take 1 to 3 working days to process. Please add processing time to your shipping estimate. Orders to UK will be naturally faster, while orders to Europe will take longer. Courier services used will vary based on the shipping address provided. There are certain circumstances that may occur that are not within our control (natural disasters, holidays, weather, drivers’ shortages etc).  

These situations, though relatively rare, may result in a delay in the shipping of your order. For this reason, we are unable to guarantee the exact delivery time of your order.   

 

WHAT IS THE SHIPPING PRICE? 

 

Shipping rates for orders placed from a UK address are £4.95 if the order is under £70 and FREE for all orders above £70.   

 

DO YOU SHIP INTERNATIONALLY? 

 

Yes, we do. Please find here all the counties we currently ship to: United Kingdom, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Ireland, Isle of Man, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.  

 

If you don't find your destination country on this list, please contact us at hello@shellbayco.com we will be happy to add your country on to our list.  

 

DO I NEED TO PAY ANY CUSTOMS? 

 

In the rare event of a customs charge, this will be the responsibility of the customer. Shell Bay Co.is not responsible for any delay, damage, or additional fees, imposed by the local customs. If you don't pay these local/import custom duties or taxes, then the order could be returned to Shell Bay Co.or possibly destroyed if it is too expensive to return.    

 

Please note, if this happens, we will not be able to refund your purchase. You must comply with all applicable laws and regulations of the country for which your order is destined.  

We will not be liable or responsible if you are in breach of any laws in any such country.   

 

WHEN WILL MY ORDER BE SHIPPED? I HAVE NOT RECEIVED NOTIFICATION. 

 

All orders are shipped within 1-3 working days after the purchase. You will receive a shipping notification email within 2 to 3 days after placing the order.  If you have not received the shipping notification, please contact us at hello@shellbayco.com   

 

RISK OF LOSS  

 

All items purchased from this website are made pursuant to a shipment contract. Therefore, risk of loss and title for purchased items pass to you upon our delivery of the items to the carrier. You are responsible to filing any claims with courier companies for damaged/lost shipment.   

 

CANCELLATIONS & RETURNS

 

CAN I CANCEL MY ORDER? 

 

Yes. Cancellations must be made within 24 hours of order placement. Send us an email to hello@shellbayco.com within 24 hours and let us know the reason why you wish to cancel your order. 

 

All refunds will be processed within 24-72 hours before the fund reflects on the customer’s bank account. 

 

I ORDERED SOMETHING, BUT WANT TO CHANGE THE DELIVERY ADDRESS 

 

You must contact us within 1 working day after placing the order to arrange an address change. You can do this by emailing hello@shellbayco.com with your order number and ‘address change’ as the subject.  

 

MY ORDER ARRIVED, BUT I RECEIVED THE WRONG ITEM 

 

Please contact us at hello@shellbayco.com and provide us your order number. If we’re at fault, you can send us back the items and we’ll send you the correct items at our cost (or issue a refund). 

 

MY ORDER ARRIVED, BUT I WANT TO RETURN IT

 

Please send us an email with the subject "RETURN [order-number]" at hello@shellbayco.com and we will deal with your request as soon as possible.    

 

All returned products will only be accepted unused, in their original condition and with all tags still attached. If the product is faulty, we will cover the shipping costs.     

Items can be returned within 14 days after delivery for a refund or an exchange in its original, unused condition. If we receive used or damaged products, we will not process the refund or exchange.  

 

WHAT'S THE ADDRESS FOR RETURNS? 

 

RETURNS ONLY:   

 

SHELL BAY CO. 

Unit 98291 Courier Point 

13 Freeland Park 

Wareham Road 

Poole, Dorset 

BH16 6FH,

UNITED KINGDOM 

 

WHEN WILL I RECEIVE MY REFUND? 

 

Refunds will be credited in your original form of payment. If you paid via credit or debit cards, refunds will be sent back to the same account/credit card within 2-5 working days of receipt of the returned items. 

Please contact the bank/credit card company with questions about when the credit will be available in your account. Same applies to PayPal.