We aim to despatch all orders within 5 working days; at busy times please allow up to 10 working days.
Northern Ireland Update - Due to the latest information provided by the government around Brexit, we are currently only able to accept orders up to a maximum charge of £135 (before VAT) being shipped to Northern Ireland. Orders above £135 will not be accepted at checkout.
Delivery information for donors or logistics companies:
The small charge to order products from the catalogue covers part of the cost of sorting, storing and includes delivery to your chosen UK address.
We aim to despatch all orders within 5 working days from the day we receive your order and payment (during busy times please allow up to 10 working days).
The majority of orders that can be shipped in cartons are sent via DPD. Please provide a mobile number to stay updated about when your order will arrive, and note that multiple parcels may arrive separately.
Orders are usually delivered between 9am and 5pm, Monday to Friday and someone must be available to receive and handle goods during these hours. Unfortunately we are charged when goods have to be re-delivered and have to pass the charge onto you if the re-delivery is the fault of the recipient.
Please ensure that when a delivery is made you only sign for the number of packages actually received. Please write on the delivery note if you notice any external damage to the packaging or if any of the items are missing. If you refuse to take an undamaged order or if you are not there when your consignment arrives, you may be charged for the cost of the failed delivery.
Larger orders may be delivered on pallets. In such instances you will be notified of the day of your delivery by the pallet delivery company. Please ensure that you are available to take delivery of the pallet on the agreed delivery day and that you have enough space at your premises to receive the pallet. The pallet company is contracted to deliver a kerb-side service which means that the driver will not be able to take items indoors or up any stairs. Please ensure that you have enough staff or volunteers to help unload the pallet.
If you refuse to take delivery of a pallet on the agreed date, or if you are not there when the pallet arrives, you may be charged for the cost of the failed delivery.
IMPORTANT: the despatch period is calculated from the time payment is received – not from the point of checkout. Please bear this in mind when making payment by BACS.
Direct delivery items
Products marked with the direct-delivery symbol are delivered to you direct from a third party and may take up to 28 days to be delivered.
To track your order progress and delivery status please log in and go to the My Account section, then scroll down to My Orders. In the event that any part of your order is not received, please contact the Customer Services team at firstname.lastname@example.org or 0300 30 20 200.