We hope you will be pleased with your purchase. Should you wish to return a Product to us, please contact and we will process the return or put you in contact with the relevant third party. The returns procedure will differ depending on which Product has been purchased.

We will be happy to refund the price of or exchange a Product provided it is in fully resaleable condition with any labels/tags still intact and as far as possible, in its original packaging. If we find that the Product has not been returned to us in a fully resaleable condition, we reserve the right to refuse a refund or exchange on the Product. Please note that we are unable to refund or exchange Products which were specially adapted to your requirements unless they are faulty, damaged or do not meet the description we made.

All Products returned must be unused (this includes being washed or worn) and have all the original packaging and labels attached.  Any items that fail to meet these criteria will not be accepted.

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

If the Product is simply unwanted, you will bear the cost of returning the Product to us and we will not refund your original delivery charge, unless you have exercised your right to cancel the contract under the Consumer Contracts Regulations.

We will not refund any amount beyond the costs of the least expensive, standard delivery we offer.

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

Your statutory rights are unaffected.

If you have purchased an Urban Makers product, please contact

Please note that our returns policy may differ depending on which product you have purchased as we work with a number of third parties. If you would like to return a product, please contact us as soon as possible at We will then either process your return or put you in contact with the correct third party.

Please note, that this returns policy does not apply to British Red Cross Virtual Gifts (Gifts of Kindness). These count as a donation rather than a purchase, under Charity Commission rules we are unable to offer you a refund. However, please contact us at if you would like to discuss the matter further.

My order hasn’t arrived - what should I do?

Please allow up to 30 working days excluding bank or public holidays in England and Wales from the dispatch date for the Product to reach you. Please note that deliveries to the Highlands and Islands, Channel Islands, Isles of Scilly, and Isle of Man may take longer.

We deliver to all parts of the UK, as well as to the Channel Islands and Isle of Man. Post and packing charges are as stated on the Website throughout the UK, Channel Islands and Isle of Man.

My order arrived after I expected

If your order arrived after you expected, then please accept our apologies for any disappointment or inconvenience this may have caused. Please not that all purchases should be received within 30 days after the dispatch date. 

My Gifts of Kindness e-card hasn’t arrived

Please allow up to a day for an e-card to arrive. If it has not arrived after this time, please get in touch with us and send us an email on

My Gifts of Kindness is damaged or faulty

If your Gifts of Kindness card is damaged, please email us on and we will send you a replacement. 


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