Help and Support
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Frequently Asked Questions
Ordering
Parcels can be tracked via the DHL site and inputting your tracking number:
Cancellation/modification is subject to the status of order. If you require an order status visit https://shop.se.com/uk/en/sales/guest/form/ and fill out the form with your order number. Or you can contact Customer Services on 0333 6000 0622 (op1) or email shop-uk@se.com
Parcels can be tracked by heading to the DHL website and inputting your tracking number:
Order shipping will be within five working days from receipt of order/payment
All products are shipped from our manufacturing site in the UK.
Currently, we only ship to the UK and Northern Ireland.
Schneider Electric is committed to protecting your privacy and personal information. Our Data Privacy Policy https://www.se.com/uk/en/about-us/legal/data-privacy.jsp explains how and why we use your personal information and how you can exercise your privacy rights.
Payment
Our payment service provider currently accepts most major credit and debit cards.
We are a VAT registered company and are legally obliged to charge VAT on our products and services.
Unfortunately, we will not be able to process your order until payment has been authorised and the funds have been cleared.
In the event a payment request is not authorised, you should check the card details or contact your payment card provider for further assistance.
Alternatively, you can proceed with the purchase by using a different payment method (please refer to the “What payment methods do you accept” section within our FAQ’s for further details of acceptable payment methods).
Delivery
Contact Customer Services on 0333 6000 0622 (op1) or email shop-uk@se.com
Currently, we only ship in the UK and Northern Ireland.
Due to legal reasons, we are unable to amend your shipping address after payment has been authorised and cleared. If you need to change your delivery address you will first need to cancel your order.
All deliveries and returns are currently free of charge.
Returns
Cancellation/modification is subject to the status of order. If you require an order status visit https://shop.se.com/uk/en/sales/guest/form/ and fill out the form with your order number. Or you can contact Customer Services on 0333 6000 0622 (op1) or email shop-uk@se.com
You can return your product in four easy steps simply follow this link to start your return process –https://shop.se.com/uk/en/sales/guest/form/.
You can return your product in four easy steps simply follow this link to start your return process https://shop.se.com/uk/en/sales/guest/form/.
You can view our return policy here – https://shop.se.com/uk/en/returns
On the rare occasion an issue has occurred with your Wiser system, please call one of our skilled technical support team before returning your Wiser system. You can contact our team on 0333 6000 622.
Products
No, you always need the Wiser HubR. This connects to the wifi, you can then use the app to connect your product(s) to the Wiser HubR.
On the rare occasion an issue has occurred with your Wiser system, please call one of our skilled technical support team before returning your Wiser system. You can contact our team on 0333 6000 622.
No, you don’t have to drain the radiators to mount the radiator thermostats. You simply unscrew your old ones and screw the new ones to the valve that sits permanently on your radiator.