FAQ and Contact
technical support / defective items
For assistance in setting up and configuring your Shelly equipment, or for issues that may indicate a defect, Shelly offers end-user technical support. You can reach them HERE
You will receive a support ticket from Shelly for your request.
If Shelly support confirms a defect in your device, please send us the ticket link via the contact form.
We will replace the device as soon as possible or refund the purchase price.
are all items in stock?
Basically, we only offer items that are in stock and can be delivered immediately.
If an item is temporarily out of stock, it cannot be ordered.
missing / wrong items
You received the wrong item or your order is incomplete?
Then please contact us with the order number via the contact form. We will take care of it as soon as possible.
where is my order?
We usually ship all orders directly the day after we receive them.
If 3D-printed parts are included in the order, it may take max. one day longer.
The transit time of the shipments is usually only 1-2 days (within Germany).
You will receive an email with the DHL shipment number right after the shipping label is created, so you can track your shipment.
For questions about the shipment status, we can also only access the same shipment number and also the DHL customer hotline has only this option.
If a shipment is on the way for an unusually long time, we have the possibility to submit a transit time complaint to DHL.
However, this is only possible after 7 days!
where is my invoice?
Immediately after completing your order you will receive your invoice by email.
If the invoice does not arrive, it is usually because you entered a wrong email address, your spam filter or you placed the order via ebay.
Unfortunately, ebay does not pass on the email addresses of customers to us.
In this case, please contact us via ebay and tell us the email address to which we should send your invoice.
Invoices for orders from outside Germany can only be created to the delivery address (or an invoice address in the same country), otherwise the VAT rates will not match.
So for example: Delivery within Germany but VAT free invoice to an address in the UK - does not work!
corporate customers from other EU countries
Unfortunately it is currently not possible to enter the VAT-ID directly at checkout.
If you want to place a VAT-free order for your EU-company, please contact us via the contact form with company address and VAT.
We can then create your order manually.
If you have any questions about our products, please feel free to use our contact form.
Support for planned projects, operating aids, schematics, updates and much more is also offered in the official German Shelly Support Forum.
If you want to cancel your order, you can of course do so within 14 days after receipt of the goods. See cancellation policy.
Please send the revoked items incl. the filled out revocation declaration to:
Good luck with your Shelly projects!