We're here to help

Need assistance with an item you've bought or an order you've made? Got a question about a repair? Need tech support? Let's get you sorted!

Select a topic below and get the info you need.

General enquiries

Aftersales support

If you're looking for some support, for any issues relating to a fault, missing parts, instructions or general usage queries it's best to consult the links below. This page provides videos and PDFs of instruction manuals, product specfic FAQs and how to get in touch with the manufacturer directly. Particularly with electrical items we'll always recommend talking to the manufacturer first to see if they can resolve any issues.

If your item is outside of its warranty and you just need a spare part, then we also have a site dedicated to helping you. The spare parts and accessories section of our website contains a variety of affordable spare parts and recommended product accessories that will help you keep hold of your current product for longer.

I've changed my mind
If you've changed your mind and need to return an item, you have 30 days from the date of delivery to return your item(s). Your item(s) needs to be:

Unused and with all original components
In its original packaging (with the tags if applicable)
In a resaleable condition
With its proof of purchase
With any free items that came with the product
Refunds will be processed by the original payment method. If you paid by card, it can take up to 5 working days to appear back in your account. PayPal refunds can take up to 30 days.

NOTE: Made to order items are excluded from our standard change of mind policy. It takes 48 hours for us to process your order before we begin to make your product for you. After this time, all made to order products are non-returnable and cannot be cancelled.

My item is faulty or damaged
If you still need to return a faulty item within the first 30 days, we will offer you an exchange, replacement or a refund. After this time and as long as the product is still within it's warranty period, we will arrange a repair however if this is not possible, we will issue a like-for-like exchange or replace your item.

If your item was damaged when you received it then you'll need to contact us about arranging an exchange, a replacement or a refund. In some cases we may be able to offer you a discount to keep the item if it's something purely cosmetic that you'd be happier to keep for a partial refund.

If you have a large item to return, or want to talk to us about a damaged item, head to our contact us page.

Product Support

If your item is faulty, please start by visiting our Help Centre page where you will find additional information, product guidance and much more. Take time to look through the FAQs section on this page to see if we can solve your issue.

Here, you can access frequently asked questions about your product, video guides, set-up advice, download manuals, contact our customer support team on the contact details shown below, and much more.

How to contact us

Our friendly customer support team are happy to assist you Monday - Friday | 8:00am - 5:00pm.

Live chat support: Speak to our livechat team

Email: support@shuddle.co.uk

Telephone: 01234 567 890

(Current call wait time: Less than 3 minutes | Emails typically replied to within 24 hours of receipt)

Mail

Phone

Track your order

How do I track my order?

All of our orders have a 'Get it by' date, you can check this date in the order confirmation email you will have received. You can expect to receive your order within 3 working days from the date your order was placed on our website. This excludes weekends and bank holidays. A tracking number is generated once your order has been received by our courier partner(s). Please note, we work with different reliable courier companies including DPD logistics and Royal mail company.

A tracking number for your order(s) will be generated by our courier the next working day after making your purchase. For example if you place your order on our website on a Monday morning, wait till the following working day, on Tuesday morning for your tracking number to be generated. Your tracking number will be automatically sent to the email address you provided us when you placed your order, as soon as the tracking number has been generated by our delivery courier partner(s). Always check your email junk folder for undelivered emails before contacting our customer support team.

If 3 working days have passed since you placed your order with us and you still haven't received your order or tracking number, then please contact our friendly customer support team who will be happy to assist you with your issue.

NOTE: Custom made orders generally take between 2 weeks - 6 weeks from the time it takes to place your order to delivery. Our professional courier partners will always handle your order with care and deliver your order to the supplied a delivery address.

How to contact us

Our friendly customer support team are happy to assist you Monday - Friday | 8:00am - 5:00pm.

Live chat support: Speak to our livechat team

Email: support@shuddle.co.uk

Telephone: 01234 567 890

(Current call wait time: Less than 3 minutes | Emails typically replied to within 24 hours of receipt)

Mail

Phone

Returns & Refunds

I've changed my mind
If you've changed your mind and need to return an item, you have 30 days from the date of delivery to return your item(s). Your item(s) needs to be:

Unused and with all original components
In its original packaging (with the tags if applicable)
In a resaleable condition
With its proof of purchase
With any free items that came with the product
Refunds will be processed by the original payment method. If you paid by card, it can take up to 5 working days to appear back in your account. PayPal refunds can take up to 30 days.

NOTE: Made to order items are excluded from our standard change of mind policy. It takes 48 hours for us to process your order before we begin to make your product for you. After this time, all made to order products are non-returnable and cannot be cancelled.

My item is faulty or damaged

If you still need to return a faulty item within the first 30 days, we will offer you an exchange, replacement or a refund. After this time and as long as the product is still within it's warranty period, we will arrange a repair however if this is not possible, we will issue a like-for-like exchange or replace your item.

If your item was damaged when you received it then you'll need to contact us about arranging an exchange, a replacement or a refund. In some cases we may be able to offer you a discount to keep the item if it's something purely cosmetic that you'd be happier to keep for a partial refund.

If you have a large item to return, or want to talk to us about a damaged item, head to our contact us page.

Returning your unwanted items

If you're returning an item(s) because you've changed your mind. You'll need to pay the cost to send your unwanted item back to our returns address. The table below is an example of how much Royal mail will charge to deliver your parcel on their Royal mail tracked service. Please ensure you send your unwanted items back to us via a tracked service. A tracking number will be useful in the unlikely event your returning parcel gets lost in transit.

NOTE: Please ensure you retain proof of delivery as we and our couriers partners cannot be held liable for items lost in transit. Our returns address is shown below:

CUSTOMER RETURNS ADDRESS
Building xxx
Viewpoint business park
Birkenhead

Liverpool, Merseyside
L1 2XX

When posting your items back to us, it’s important that you contact our customer support team first to discuss your issue before sending back your unwanted item(s). Our customer support team will try to resolve your issue. However if your issue cannot be resolved then our customer support team will advise you on the next steps to take. If our support team have given you email confirmation with authorisation to return your item(s), a returns form and accompanying returns label will be sent to the email address you provided when you placed your order on our website. Please complete the returns form provided in the email, print the returns label provided in the same email and attach the returns label to the items being returned.

IMPORTANT: Please ensure you have spoken to our customer support team first, before returning your unwanted item(s). Our customer support team will always attempt to resolve your issue before advising you on the next steps to take with returning your unwanted item(s).

Can't find your returns label?

Don’t worry, just clearly mark your parcel with your order number and full name and return it using a tracked delivery method to the below address. If you're returning an item(s) because you've changed your mind. You'll need to pay the cost. Our returns address is shown below.

CUSTOMER RETURNS ADDRESS
Building xxx
Viewpoint business park
Birkenhead

Liverpool, Merseyside
L1 2XX

Please ensure you retain proof of delivery as we and our couriers partners cannot be held liable for items lost in transit.

Can't return your goods via the above methods?

Get in touch with our Customer support team and one of our friendly customer support team members will be able to explain your options and assist you with your issue. Please keep the unwanted item(s) safe and protected as it's your responsibility until it has been returned to us.

How to contact us

Our friendly customer support team are happy to assist you Monday - Friday | 8:00am - 5:00pm.

Live chat support: Speak to our livechat team

Email: support@shuddle.co.uk

Telephone: 01234 567 890

(Current call wait time: Less than 3 minutes | Emails typically replied to within 24 hours of receipt)

Mail

Phone

Spare parts & accessories

Air conditioning spares from LG, Hitachi and Haier

We supply a wide range of spare parts for indoor and outdoor air conditioning units. Across LG, Hitachi, and Haier, we can provide virtually any component, from compressors to replacement valve connectors, for systems of any size. We have access to thousands of spare parts, typically covering units introduced in the last ten years using R410A or R32. If you're looking for a specific spare part, contact our customer support team to see whether a replacement is available.

LG spare parts available

Parts are available for any type of system, including consoles, cassettes and wall mounts. With direct access to LG's spares portal, parts can be identified quickly. Components frequently supplied include thermistors, fan blades, and PCBs. Accessories such as fixed and remote controllers can be supplied. For a quick quote on any LG spare part, please contact our customer support team on the contact details below.

Hitachi spare parts available
We can supply spare parts for single-splits, multi-splits, commercial systems, VRF systems, and air source heat pumps manufactured by Hitachi. Parts available for all air conditioning systems, from wall mounts to cassettes and ducted units. We can source commonly sought-after parts, such as drain pumps and thermistors. Supplements such as wireless controllers are ready to be ordered. We ensure a fast turn-around time, thanks to direct communication with Hitachi.

Haier spare parts available
We've supply replacement parts for Haier systems. Dealing directly with Haier, parts are swiftly dispatched within days of being ordered PCB circuit boards, thermistors and fan blades are examples of the parts available. We stock the most commonly requested Haier spare parts for systems we've sold in the past. Controllers and other accessories can be provided. Parts are delivered 1 to 3 days within the UK.

How to contact us

Our friendly customer support team are happy to assist you Monday - Friday | 8:00am - 5:00pm.

Live chat support: Speak to our livechat team

Email: support@shuddle.co.uk

Telephone: 01234 567 890

(Current call wait time: Less than 3 minutes | Emails typically replied to within 24 hours of receipt)