Orders
Yes, you can purchase more than one Gateway Connect device. We do not recommend that you need more than one device. At the moment you can only link one device to the free ivie app. Having one single device, you can move it around your home and put it in different rooms if needed.
We have worked hard to ensure our packaging is kind to the planet. Everything is made from recycled materials and is fully recyclable.
Our delivery partner is Royal Mail. They will attempt to deliver your product three times. If you’re not there a third time, your parcel will be kept in the local depot for you to collect. Make sure to check the missed delivery card for more details on how to collect your parcel.
The Gateway Connect works with all SMETS2* smart meters and most SMETS1 upgraded smart meters. To make sure that the Gateway Connect will work with the smart meter of your property, we have created this simple compatibility checker. Simply add your house name/number and your postcode for an instant result. Sometimes, if we can’t find your address based on these details, we may also ask you for your MPAN (Meter Point Administration Number) a 13-digit number that you can find on your electricity bill or communications from your supplier. The MPAN is a unique identifier of your home’s smart meter.
* SMETS is a British acronym for Smart Metering Equipment Technical Specifications, which are the standards that smart meters must meet in the UK. There are two main generations: SMETS1 and SMETS2. The primary difference is in how they communicate with energy suppliers, with SMETS2 meters having more advanced communication capabilities.
Deliveries
We currently offer delivery within 3-5 days, excluding weekends and bank holidays.
Once your order has been dispatched, you’ll be contacted by email with a unique order tracking number. Visit Royal Mail’s order tracking page here to keep an eye on your delivery.
Our delivery partner is Royal Mail. They will attempt to deliver your product three times. If you’re not there a third time, your parcel will be kept in the local depot for you to collect. Make sure to check the missed delivery card for more details on how to collect your parcel.
Your order should be with you between 3-5 days. If it has been more than 5 days, please get in touch with us here. Be sure to quote the order number and last three digits of the shipping address postcode. You will receive shipping updates from our distribution partner.
Returns & Refunds
You can find our returns policy here.
All Chameleon devices come with a 12-month warranty. You can read the warranty in full on our website as part of the terms of sale.
Something wrong with your device? We can try to fix it. Take a look at the rest of our FAQs on this page or please contact us here. If you still feel that the device isn’t for you, check out our returns policy for details on how to submit and process a return of your Chameleon products.
Your refund will take up to 14 days from the day we receive your device or the day when you provide us with evidence of sending it back to us. Check out our returns policy for further information on how we manage returns.