Refund policy

Return and Refund Policy:

At Shello's Creative Boutique, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

Returns Process:

Please contact us at shellocb@gmail.com before returning any items. Due to our fulfilment model, return authorisation is required to ensure smooth processing.

Return Address: 21 Barry Road, London, NW10 8DE, United Kingdom

Return Window:

You have 30 days from the date of delivery to request a return for most items. For customers in the European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason.

Eligibility for Returns:

To be eligible for a return, items must be:

  • Unused and in the same condition that you received them
  • In their original packaging
  • Accompanied by proof of purchase (order confirmation or receipt)

Non-Returnable Items:

Certain items cannot be returned for hygiene and safety reasons, including:

  • Personalised or custom-made items
  • Items marked as final sale at the time of purchase

How to Request a Return:

To initiate a return, please contact us at:

  • Email: shellocb@gmail.com
  • Phone: +447304042278
  • Please include your order number and the reason for your return. We will respond within 2 business days with return instructions.

Return Shipping:

Return Address:
Shello Creative Boutique, 21 Barry Road, London, NW10 8DE 
United Kingdom

Return Shipping Costs: Customers are responsible for paying return shipping costs unless the item received was faulty or incorrect. We recommend using a trackable shipping service for your return.

Refunds:

Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5-10 business days. The exact timing may depend on your location and payment provider.

Exchanges:

If you need to exchange an item for a different size, colour, or product, please contact us to arrange the exchange. We will provide instructions for returning the original item and placing a new order.

Damaged or Faulty Items:

If you receive a damaged or faulty item, please contact us immediately with photos of the damage. We will arrange for a replacement or full refund, including return shipping costs.

Late or Missing Refunds:

If you haven't received your refund within the stated timeframe:

  • Check your bank account or credit card statement again
  • Contact your bank or credit card company, as processing times may vary
  • If you've done all of this and still have not received your refund, please contact us at shellocreativeboutique@gmail.com

EU Consumer Rights:

For customers in the European Economic Area, you have the right to:

  • EU Customers – Right to Cancel

    If you are located in the European Union, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

    To exercise your right to cancel, you must notify us within 14 days of receiving your order by contacting us at shellocb@gmail.com.

    Once you have notified us, you have a further 14 days to return the goods to us. We will issue a full refund, including the original standard delivery cost, within 14 days of receiving the returned item.

    Please note:

    • You are responsible for the cost of return shipping unless the item is faulty or not as described.
    • Items must be returned in their original condition.
    • This right does not apply to personalised, sealed hygiene products once opened, or digital downloads once accessed.

Contact Us:

If you have any questions about our return and refund policy, please contact us:

  • Email: shellocb@gmail.com
  • Phone: +447304042278
  • Address: 21 Barry Road, London, NW10 8DE

Last updated: 22 April, 2026