Customer Care Center FAQs

How do you ship your products?

Most products are shipped via UK Mail NBD. The estimated arrival date of all packages is 15-20 business days.

How do I track my package(s)?

You may review tracking (if applicable) and shipping information at anytime by logging in and reviewing your order history.

What if I want to return my order?

You may return any unopened items for any reason within 14 days of receiving your order. Simply contact our Customer Care Center to start this process. Once your return has been processed, you should expect to receive your refund within 5-7 business days.

How are savings estimates calculated?

Each of our savings estimates are calculated in different ways, according to each calculation type, as follows:

Collective Savings Counters

These calculations illustrate the positive, powerful impact you, our customers are making on the environment and the financial savings you are enjoying from purchasing and implementing Shell Energy products. The displayed savings represent the estimated collective impact over the lifetime of the products purchased by our customers.

Kilowatt Hours

This calculation represents the collective kilowatt hours (kWh) reduced over the lifetime usage of our energy efficient products as compared to using similar, non-efficient products. Results are based on national average usages and assumptions.

Great Britain (GBP) Pound

This calculation represents the combined total of British pounds saved on energy related costs by purchasing our products. Results are based on the lifetime savings of the products. The collective savings totals include the following average rates: £0.14 per kilowatt hour for electricity and £1.00 per therm of natural gas. 


This calculation represents the total number of matured trees required to absorb the difference of CO2 emissions produced by non-efficient products and Green Star Energy products. The amount of CO2 reduced by the products we offer is calculated against how many trees it would typically take to convert that amount to oxygen. Results are based on the assumption that one mature tree can absorb one ton of CO2 from the atmosphere over its lifetime.