Delivery & Shipping: Frequently Asked Questions
How much does delivery cost?
- Cost of standard delivery: £4.99 (up to 5 working days)
- Cost of priority delivery: £6.99 (next working day, if ordered before 2pm)
As a charity, we are unable to subsidise the cost of postage and packaging. This price covers delivery costs and we don't make any profit from this.
When should my order arrive?
If you choose standard delivery at checkout, your order will be sent First Class and should arrive in the next 2-3 working days, but please allow up to 5 working days for delivery.
If you opt for priority delivery and checkout before 2pm, your order should arrive the next working day.
Why can’t I order outside of the UK?
Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK as the high cost of delivery outside the UK currently makes such a service uneconomic.
Please note that we cannot deliver to PO Boxes and BFPO orders will be sent to the BFPO Head Office in the UK.
I want to return an item, how do I do this?
You have 14 days from when you receive your order to return items if you change your mind. Please follow the instructions and complete the returns form sent with your order to help us process your returned items. If you have any questions about this process, please contact us on email@example.com so that we can help.
Can I cancel or amend my order?
We start processing your order quickly which means we cannot guarantee that we will be able to make any changes to your order once it’s been confirmed. Email us as soon as possible after you’ve placed your order at firstname.lastname@example.org with your order number, and we'll let you know if we’re able to amend or cancel the order for you.
I have a missing parcel, what should I do?
If it’s been more than 7 working days since you placed your order, or your tracking details show the parcel has been ‘delivered’ but you don’t have the parcel, first check that nobody in your house or any neighbours have taken the delivery for you. If you still cannot find your parcel, please contact us on email@example.com with your order number so that we can help.
My parcel has arrived but an item is missing, what should I do?
If your order is missing an item, please get in touch with us on firstname.lastname@example.org with your order number and the item that is missing so that we can help.
There is an issue with my order, what should I do?
For any issues with your order, please get in touch with us on email@example.com with your order number so that we can help.