Complaints procedure

If something has gone wrong, we want to know and to put it right. Most problems can be sorted out quickly by replying to any email we have sent you.

1. Tell us

Email support@shellbarktrading.com with “Complaint” in the subject. Include your reference (it starts with SBT-), what went wrong, and what you would like us to do. Attach any photographs or documents that help.

2. What happens next

• We acknowledge your complaint within 2 working days.
• We aim to give you a full answer within 14 days. If we need longer, for example while the carrier investigates a lost parcel, we will tell you why and when to expect an answer.

Complaining never affects your legal rights, or how we treat any submission you have with us. Parcels lost or damaged in the post are covered in section 8 of our terms of sale.