FAQs

Once my order has been dispatched when can I expect it to arrive? 

We work with a range of carefully selected partners to provide the products listed on our online shop. If you order more than one product, they may be delivered by different partners, at different times. 

You should expect to receive your item within 3-5 working days, (excluding bank or public holidays in England and Wales) from the dispatch date for your order to reach you. Deliveries to the Highlands and Islands, Channel Islands, Isles of Sicily, and Isle of Man may take longer. Some products are made to order by UK makers and will have slightly longer dispatch times. This date will also increase over festive seasons.

Can I track my order?

Yes, once dispatched you will receive an email highlighting the order tracking number. Please click on this tracking number to be taken to the relevant dispatchers website where you can track your order. Most orders are sent via Royal Mail. However this may vary depending on the supplier.

Do you offer international shipping? 

Sadly, we do not ship outside the UK currently. However, we do deliver to all parts of the UK, as well as to the Channel Islands and Isle of Man. 

Can I return my order? 

If you want to return a product to us, please contact shoponline@redcross.org.uk 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.  

All products returned must be unused (this includes being washed or worn) and have all the original packaging and labels attached. Unfortunately, we can’t accept any items that fail to meet these criteria. 

If you simply no longer want the product you ordered, you will need to cover 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. 

What do I do if an item is broken/not as expected?

We are so sorry if this has happened to you, please contact shoponline@redcross.org.uk detailing the issue & send images if this is relevant. We will deal with each email on a case by case basis.

I/the recipient has not received the Kindness Gifted e-card ordered?

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.

What methods of payment do you accept? 

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

Are payments secure? 

Payments are handled securely by Stripe, 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.  

Is the website safe? 

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

What will you do with my data? 

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 I send a Kindness Gifted card or ecard to a loved one, what will you do with their data? 

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. 

Where does the money go? 

Your money will go towards supporting the work of the British Red Cross. Where our Kindness Gifted cards and e-cards specify that funds generated will either go to a specific area of the UK or product, your money will only be spent in the way we have stated.  

We receive 10% of the total sales made through Urban Makers purchases.  

Are the stories real? 

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.