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Questions about your order?

Monday-Friday 9am-5pm

Shure Online Shop FAQ

How do I order a product?

For selected products we offer direct order through our fulfillment partner 11ecom. To order a product, browse to the product page and select BUY NOW.

If you see Shure Shop in the options, you can select ADD TO CART in order to buy the product directly.

If you PROCEED TO CHECKOUT you’ll be asked to provide contact and payment information. By pressing "Complete Payment" you place your order.

How can I return my item?

We’re sorry you feel you’d like to return your product. You may return anything bought in our web shop and cancel the original sales contract as long as you do this within 30 days of the original purchase date and provide proof of purchase by including your receipt.  All we ask is that you let us know in writing that you would like to return the unwanted product (by post, fax or email). We do not need to know the reason for the return provided that you send back the product promptly within the 30-day limit and within a maximum of 14 days after notifying us in writing. Our returns address is:

11ecom GmbH

Stolberger Straße 368

50933 Köln


Email: shure@11ecom.de

You will have to bear the direct cost of returning the goods.

Some goods, such as those which are sealed for delivery and have already been opened for use or test purposes, may not be suitable for return for health or hygienic reasons and are therefore excluded from our 30-day returns policy.

For example, the products of the SE series (all versions of SE215, SE425, SE535, SE846 and Aonic215, Aonic3, Aonic4, Aonic5) are excluded from return for hygienic reasons if the earmolds have been removed from their packaging.

For more details, please read our customer terms and conditions at: www.shure.com/en-GB/meta/terms_conditions/b2c_shure_shop_terms

Further details on how to return goods within the first 30 days of purchase can be found in paragraphs 3 and 4 of our general terms and conditions of sale: see https://shure-shop.eu/en/gtc.

How long does it take to process my refund?

The returned merchandise will be inspected when it arrives at the warehouse. When all is confirmed, we will transfer the amount payable back to your bank or giro account. If you paid by credit card, we will credit the amount. A potential shipping fee or other costs (in case anything is damaged or missing) will automatically be deducted from the refund. This process takes 3-5 days typically and no longer than 14 days.

What happens if I have received a defective item?

We’re very sorry – this should not have happened, but don’t worry. We’ve got you covered!

Every Shure product comes with a 2-year warranty. Within this period – just inform us about the problem and we’ll find a solution!

If there’s something wrong with a product we’ll fix that at no cost for you!

How much is charged for the shipment?

We ship free of charge within the European Union.

Shipping costs for other deliveries to countries outside the European Union, additional transport costs, customs duties or fees are incurred by the customer.

My product is more than 2 years old and broken – What can I do?

Please let us know what exactly the problem with your product is. Together we’ll find the best solution for you.

How long does the delivery typically take?

Typically, we prepare your order for shipment on the same day. Our goal is to dispatch your product on the day of ordering, provided it is received before midday (subject to possible changes during busy periods). Once handed over to the carrier, delivery is expected to take between two to five days, depending on the destination.

Can I also have my product delivered to an address that is different to my invoice address?

When placing your order you can indicate whether the order should be delivered to your invoice address or any other address (e.g. your work address).

Which payment methods are accepted?

  • PayPal: Payment through PayPal is free of charge. It’s a simple and fast two-click process as your data is already with PayPal. In addition PayPal guarantees for the security of your data.
  • Credit card: For payments through credit cards we use certified security standards. We will charge your credit card account upon order completion. We accept Visa and Mastercard.

I did not receive an order confirmation – what happened?

Please check your spam filter. If you cannot find an email from Shure, just get in touch with us!

What’s the current status of my order?

If you have any questions about the status of your order, please feel free to contact us by e-mail: shure@11ecom.de.

My order has been dispatched, but I have not yet received anything.

If you still have not received your order 5 working days after the dispatch confirmation, please contact our Customer Service.