Please contact us as soon as possible at shoponline@redcross.org.uk. We’ll do our best to help, but changes may not be possible once the order is dispatched.

You should expect to receive your item within 3–5 working days from the dispatch date, excluding bank or public holidays. 

Deliveries to remote areas may take longer, and dispatch times may increase during festive seasons.

If you order more than one product, they may be delivered by different partners, at different times. 

Some products are made to order by UK makers and will have slightly longer dispatch times. 

Yes, once dispatched you will receive an email with a tracking number. Click the tracking number to visit the relevant courier’s website,

You can also find this tracking number in your customer account on the online shop.

UK delivery is £3.95 for all British Red Cross orders. Urban Makers orders are shipped free of charge by the designers.

Sadly, we do not ship outside the UK currently. However, we do deliver to all parts of the UK, including Highlands and Islands, Channel Islands, Isles of Scilly, and Isle of Man. 

We accept Visa, Mastercard, American Express and debit/credit cards except Diners Card. We cannot accept payment by cheque for orders made online.

You should expect to receive your item within 3–5 working days from the dispatch date, excluding bank or public holidays. 

Deliveries to remote areas may take longer, and dispatch times may increase during festive seasons.

If you order more than one product, they may be delivered by different partners, at different times. 

Some products are made to order by UK makers and will have slightly longer dispatch times. 

Yes, once dispatched you will receive an email with a tracking number. Click the tracking number to visit the relevant courier’s website,

You can also find this tracking number in your customer account on the online shop.

Your order should arrive within 3–5 days from dispatch. If it hasn’t arrived after this time, contact shoponline@redcross.org.uk. In the busiest times, due to delays from couriers, it may take up to 30 working days to arrive.

All purchases should be received within 30 days after the dispatch date. If your order arrived late, please contact us at shoponline@redcross.org.uk to discuss the issue.

Most orders will be dispatched with Royal Mail, however depending on the size, location and the dispatcher, this may change.

We are sorry about this, please contact shoponline@redcross.org.uk with your order number and the intended recipient email address. We will get it re-sent to you as soon as possible.

If you order more than one product, they may be delivered by different partners, at different times. 

Some products are made to order by UK makers and will have slightly longer dispatch times. 

If it has been more than 5 days since the first part of your order arrived, please contact us at shoponline@redcross.org.uk and we’ll do our best to help.

Yes, we accept returns within 28 days of receipt, please contact shoponline@redcross.org.uk and we will process the return. The returns procedure may differ depending on the product.

Under the Sale of Goods Act 1979 and the Consumer Rights Act 2015, items must be of satisfactory quality, fit for purpose, and as described. If your item is faulty or not as expected, you are entitled to a refund, replacement, or repair depending on the circumstances.

Yes, we accept exchanges within 28 days of receipt, please contact shoponline@redcross.org.uk and we will help organise this. Once we receive your order back, we will dispatch the preferred item. This is subject to availability.

In the interests of hygiene, food items, cosmetics, toiletries, and pierced earrings cannot be returned.

All other products must be returned unused — this includes not being washed, worn, or altered — and must have all original packaging and labels attached. You may try on clothing to check the fit, but please do so carefully and avoid wearing it beyond this. Unfortunately, we can’t accept any items that don’t meet these conditions.

If you simply no longer want the product, you will need to cover the cost of returning it. We will not refund your original delivery charge unless you cancel under the Consumer Contracts Regulations, please let us know if you believe this is the case.

Refunds will be made within 14 days of your product being received by us.

Please contact shoponline@redcross.org.uk detailing the issue and send images if relevant. We will deal with each email on a case-by-case basis.

These products count as donations rather than purchases. Under Charity Commission rules, we are unable to offer refunds.

Items are dispatched within three working days via Royal Mail or courier. Delivery estimates are based on shipment time plus delivery time.

Yes, once dispatched you will receive an email with a tracking number. Click the tracking number to visit the relevant courier’s website,

You can also find this tracking number in your customer account on the online shop.

We accept returns within 28 days of receipt, provided the item is in the same condition as when sold. This means it must not have been worn (other than to try on), washed, altered, or damaged since purchase, and should still have any original tags or packaging where applicable.

Returns are free — simply contact shoponline@redcross.org.uk and our team will arrange it for you.

We are sorry this happened, please contact us at shoponline@redcross.org.uk and we’ll do our best to help.

Refunds without item return may be offered, if the item was inaccurately described or lost in transit, with appropriate evidence provided.

You have 14 calendar days from receipt to notify us, and another 14 days to return the item or provide proof of return.

Please visit: https://giftshop.redcross.org.uk/products/donate-by-post

We will use the information you provide us with to process and send your order. Your data will be shared with our fulfilment partners, but not for any other purpose. We will not share your details with any third parties.

If you chose to send a gift of kindness to a loved one, their data will only be used to deliver the card. We will not use their contact details for any other purposes. We would never share their details with any third parties.

Payments are handled securely byStripe, a payment system that uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data. No payment data is shared with the British Red Cross or our partners.  

The British Red Cross Gift Shop website is certified Level 1 PCI DSS compliant, which means it's secure and legitimate.

The British Red Cross is committed to privacy and will use personal data for the purpose it was collected or other legitimate purposes we tell you about: for example, to provide goods, services or information you have requested or to administer donations or services we provide. 

We may also analyse data we collect to better understand the people who support us or those who use or deliver our services. Sometimes this means us combining that data with information from reliable public sources. 

Our research allows us to tailor communications and services in a more focused and cost effective way, as well as better meeting your needs and the needs of others like you. However, we will never do this in a way that intrudes on personal privacy and will not use your data for a purpose that conflicts with previously expressed privacy preferences. For full details about how we use personal data, our legal basis for doing so and your privacy rights, please see our Privacy Notice online.

Email us at shoponline@redcross.org.uk for anything purchased on the online shop.  We aim to respond within 72 hours, but during busy periods it may take up to five working days.

Email us at retailcomplaintsqueries@redcross.org.uk for anything purchased in one of our high street shops.  We aim to respond within 72 hours, but during busy periods it may take up to five working days.

Email us at retailcomplaintsqueries@redcross.org.uk for any questions regarding Donate by Post, including getting a new link or how/where to return your bag.  We aim to respond within 72 hours, but during busy periods it may take up to five working days.

Email us at stores@redcross.org.uk for anything purchased from our Assisted Daily Living store.  We aim to respond within 72 hours, but during busy periods it may take up to five working days.

Contact us via the Ebay ‘Contact us’ feature for anything purchased on Ebay.  We aim to respond within 48 hours, but during busy periods it may take up to 72 hours.

Please contact our customer service team via retailcomplaintsqueries@redcross.org.uk

We will review and respond to complaints within five working days.

All profits go towards supporting the work of the British Red Cross. The British Red Cross support millions of people in crisis across in over 190 countries, your purchase helps us respond to emergencies, plan for future ones, and build strong, resilient communities in the UK and overseas.

£10 could supply a family with 1,200 chlorine tablets to give them access to clean, safe water.

£24 could provide food for a family of four who have been evacuated from their home by fire or flood in the UK.

£65 could make sure one of our UK emergency response vehicles reach people when they are needed.

£100 could buy 65 mosquito nets for a community hit by a cyclone.

Where our Kindness Gifted cards and e-cards specify supporting a particular area of our work, your money will only be spent in the way we have stated.

We receive 10% of the total sales made through Urban Makers purchases. This contribution helps fund our vital services and support for people in crisis across the UK.

Donate by Post is a free service from the British Red Cross that allows you to send pre-loved clothes, accessories, and jewellery by mail. Your donations are sold in our charity shops and online to raise funds that support people in crisis across the UK and overseas

For further information and FAQs please follow this link: giftshop.redcross.org.uk/products/donate-by-post

Kindness Gifted is a range of charity gifts offered by the British Red Cross. Each card or e-card represents a donation that supports specific causes such as helping refugees, responding to disasters, or supporting people in crisis across the UK and overseas.

Please find our Kindness Gifted products here: giftshop.redcross.org.uk/collections/kindness-gifted

Yes, all of our stories come from interviews carried out with people across the UK. In some sensitive situations, images and names have been changed to protect and respect the identity of the person sharing their story. 

If you have any concerns about your order, please contact shoponline@redcross.org.uk. 

Pre-loved items are second-hand clothes, accessories, and homeware donated to the British Red Cross. Shopping pre-loved helps reduce fashion waste, supports sustainability, and raises vital funds for our work in the UK and around the world.

Please find our pre-loved products here: 

giftshop.redcross.org.uk/collections/preloved

Urban Makers is a collective of independent makers who create beautiful, ethically made products with the environment in mind. The British Red Cross has partnered with Urban Makers to offer a curated selection of their items, with 10% of each sale supporting our humanitarian work.