Online refund policy and terms of service

Returns and Exchanges

We would like you to be happy with your purchase but if there’s something wrong with your item, or you change your mind and would like a refund/exchange please contact us at us at retailshopsupport@stgileshospice.com within 28 days of receiving your order and then simply post it back to us as per the address below. Please note you will be responsible for the costs incurred in returning the items to us.

 

St Giles Hospice Store

Online Team

1st Floor

15 Mere Green Road

Mere Green

B75 5BL

 

Please note the above doesn’t apply to items purchased on eBay.

 

Ordering an item

Your order is only accepted by us when we send you an email notifying you that your item(s) have been completed. 

If we cannot supply you with some or all of the items you have requested for any reason, we will contact you and explain your options. If we cannot supply you with the product or service you ordered, we will inform you of this by email and where payment has already been taken, we will refund you. We may not be able to accept your order as a result of one of the following:

  • The product you ordered being out of stock;
  • We are unable to obtain authorisation for your payment;
  • You have asked us to deliver your order to a location to which we do not offer delivery.

If you wish to change your order at any time, please let us know as soon as possible by contacting us at retailshopsupport@stgileshospice.com

We will try our best to accommodate your request, but this may not always be possible. If we can’t make the change you require, or we have already sent your item(s) to you, you may consider cancelling your order (see “Cancelling your order”).

 

Cancelling your order

If you wish to cancel your online order once you have placed it, you should email retailshopsupport@stgileshospice.com and a member of the team will be in touch.

 

Shipping

There are occasions when delivery times may change due to unforeseen circumstances, such as bad weather or busier periods of the year. We will endeavour to keep you as informed as possible with regards to any delivery delays if they arise.

Cost:

  • Price 1: Royal Mail Tracked 48 = £2.99 (up to 10 everyday greeting cards)
  • Price 2: Royal Mail Tracked 48 = £3.99 (Christmas cards, over 10 greetings cards or mix of both)
  • Price 3: Royal Mail Tracked 48 = £3.70 (March of the Elephants Merchandise)

Despatch times for new goods orders:

We aim to despatch all orders promptly upon receipt of an order. All orders are picked & packed to be despatched within 7-10 working days of our customers placing their order. We use Royal Mail tracked standard shipping services. Please find further guidance on postage timescales and live updates on the Royal Mail website.

The delivery reference number you are provided with will give proof of delivery information only and is not a tracking reference.

Orders are dispatched Monday – Friday (or next working day if a public bank holiday).