Return and shipping

Returns

We hope you will be pleased with your purchase. Should you wish to return a Product to us, please contact shoponline@redcross.org.uk we accept returns within 28 days of receipt, 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 shoponline@redcross.org.uk

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 shoponline@redcross.org.uk. 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 Kindness Gifted cards or e-cards. 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 shoponline@redcross.org.uk if you would like to discuss the matter further.

Can I exchange my order?

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.

For more information please refer to our FAQ section here.

Shipping