Frequently Asked Questions

General Questions

 How do I make a purchase?

To make a purchase, you need to login with your account. Click on ‘Store Login’. If you’re a new customer, you need to create a new account. If you’re an existing customer, you can login using your username and password.

 How do I login?

Click on 'Store Login' and login using your username and password you created when you first registered. If you have forgotten you username or password, you can click on the 'Forgotten your username or password?' link to reset this.

 What payment methods do you accept?

We accept payment by all major credit and debit cards including Visa Debit, Visa Credit and Mastercard.  PayPal payment is also accepted.  Payment is processed by Sage Pay, providing a completely secure online payment system. Payment by invoice can be requested at the checkout stage (please enter a Purchase Order number if applicable). Please note orders will not be dispatched until payment is fully received and you will not have access to training or be admitted to events.

 Can I return merchandise?

We can only accept returns on merchandise within 28 days of delivery. All items must be unused and in their original condition. A refund or exchange will be provided upon proof of purchase for the item you wish to return. Refunds will be processed via your original method of payment and can take between 3 to 10 working days to show back on your original method of payment.

 My merchandise order is faulty/damaged

If your order has been damaged in the post, please contact store@shelter.org.uk and we will arrange a replacement to be sent. This does not affect your statutory rights.

 What is the postage and packaging costs?

Postage and packaging is free where applicable.

 Where do you deliver to?

We only ship to addresses within the UK. Delivery is via Royal Mail 2nd class service.

Please allow at least 5 working days for delivery.

 How do I redeem a voucher code?

If you have been provided with a promotional voucher code, you can enter this on the Shopping Basket page to get your discount. Please check the validity of your code before purchase.

 How do I amend or cancel my order?

Once an order has been confirmed, we cannot amend an order. If you wish to add additional items, please make another purchase online. No changes or cancellations can be made to eLearning course purchases.

Training Course Access

 How do I enrol people to a course I have purchased?

When you purchase a course on behalf of someone else or when you purchase more than 1 course licence, you will be sent an email on payment providing you with Training Access details. Click on the link in the email to manage your courses purchased. You will see a list of courses you have purchased and the licences available that can be assigned to a learner. Follow the instructions onscreen to create a learner list to enrol a learner. You will need their email address to enrol them onto training as they will be sent an email notifying them that they have been enrolled onto a course by you.

 Where do I find the courses I have purchased?

You will be sent an email on payment providing you with Training Access details. Click on the link in the email to manage your course licences purchased if you are enrolling learners onto a course. If you have purchased a course for your personal use, you will receive an email providing you with direct access to the training. This will take you to our eLearning site.  You can access our eLearning site at learning.scotland.shelter.org.uk, login using your Store username and password.

 How do I access an eLearning course?

To access an eLearning course, click on the link provided in your order confirmation email or enrolment email. This will take you to our eLearning site learning.scotland.shelter.org.uk. Login using your existing Store username and password (or auto-generated username and password if you have been enrolled by someone – remember to change your password if you are logging in for the first time). Once logged in, you will see a list of courses you have access to on your dashboard.

 How do I withdraw from a course I no longer need access to?

To withdraw from a course, please contact our Training Team at trainingscotland@shelter.org.uk to remove your access. Once withdrawn, you will lose access to any assignments you have submitted and you won't be able to see any feedback or grades in that course.

 How long do I have to complete an eLearning course?

It is dependent on the course you are undertaking and can vary from one month to a year.

 What are the system requirements for the eLearning courses?

It is recommended that you use the latest version of Chrome, Firefox, Internet Explorer or Safari. Minimum versions of browsers to use:

  • Google Chrome 30.0
  • Mozilla Firefox 25.0
  • Apple Safari 6.0
  • Internet Explorer 9