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1 Edison Gate

West Portway

Andover

Hampshire

SP10 3SE

Online shop enquiries: [email protected]

Shop order helpline: 01264 363036 (Mon-Fri 0800-1700) 

General email enquiries: [email protected]

Tel: 01264 361555 (Mon-Fri 0900-1700)

**FREQUENTLY ASKED QUESTIONS ABOUT DELIVERIES**

HAS MY DELIVERY BEEN DISPATCHED YET?

All deliveries are dispatched from our warehouse within 2 working days. NOTE: Our office was closed from 24th Dec - 4th Jan due to the Christmas break. Any orders during this time have started to be dispatched on 4th January but there is obviously some backlog so please do allow time for this. The current dispatch time is, therefore, up to 6 working days.

WHY DOES MY ORDER STILL SAY "PROCESSING" - DOES THIS MEAN YOU HAVEN'T DISPATCHED IT YET?

It doesn't change from "processing" - it continues to say "processing" until you receive the product. It will have been dispatched within 2 working days.

WHY IS IT TAKING SO LONG TO ARRIVE?

Our orders are dispatched via Royal Mail 2nd class post. We would have expected this to get to you in a couple of days but, as with everything this year, they seem to be taking a lot longer. Royal Mail's problems have been well publicised in the media and this is down to such huge demand for online deliveries. In some cases, we have seen orders arrive 2 or 3 weeks later. We have been running as a small charity for over 60 years and we have never had delivery problems with Royal Mail such as we have seen this year. We are just as frustrated as you are with the time our orders are taking. It has been incredibly upsetting.

WHY CAN'T I HAVE A REFUND IMMEDIATELY?

If you can, please do bear with us and wait for your order to arrive. Time and time again we have seen customers demand refunds only for it to arrive the following morning. Of course, there may be the odd occasion when packages have got lost in the post and we will, of course, give a full refund for these.

WHY DO YOU USE ROYAL MAIL?

Royal Mail have always proven to be the most reliant, cost-effective option and we have never had problems before. This really is an unprecedented time.

WHY CAN'T I GET THROUGN ON THE TELEPHONE?

As a small charity, we only have a handful of staff in our office. We have had 3 people manning the phones Monday to Friday and don't have a big customer services team. They are answering the telephones all day.

WHY DOES IT TAKE YOU SO LONG TO RESPOND TO EMAILS?

We receive hundreds of emails every day. As a small team, it has been incredibly difficult to get through them. In fact, you may well get a response in the evening, at the weekend or on some of the team's day off (this could well come from Leighla (Operations), Corinne (Marketing/Comms), Laura (Business Development), Carlie (Finance), Alicia (Buying) or even Jeremy (our CEO) who have been helping with customer service emails in their own time to help get through them)

CAN I SHIP MY ORDER ABROAD?

Yes, international shipping is available. Please add your address at the check out for your shipping cost quote.