FAQs
Contact us
Have a question? We’d be happy to help!
Email us: hello@bloodcancer.org.uk quoting your order number if you have one.
Call us: 0808 2080 888 (9am and 5pm, Monday to Friday)
Please note we are closed on bank holidays.
Deliveries
How long will delivery take?
Orders sent to most parts of the UK are received within seven days, and often much sooner. Deliveries to the further reaches of the British Isles may take around fourteen days, and international deliveries may take longer.
How much does delivery cost?
For orders delivered in the UK and under £30 we charge £3.95 for delivery, and for orders over £30 delivery is free. This covers our costs of fulfilling the orders and enables us to put more money towards our research.
How can I get free delivery?
Orders over £30 automatically get free delivery. If your order doesn't total £30 or more you could add a donation on the Shopping Bag page to increase the value of your order to £30 and help fund our life saving research.
Which delivery service do you use?
We dispatch all UK orders with Royal Mail or DPD dependant on the size of the order.
Can I collect my order?
We aren't able to offer collection.
What do I do if my order is late?
We generally allow 14 days for delivery as if your order is being delivered to the far reaches of Scotland it will take longer than an order going to the Midlands. If your order hasn't been delivered within 14 days please contact us and we will investigate or send a replacement.
What do I do if I've received the wrong order?
If you have received the wrong order, firstly we apologise for the error. Please contact us as soon as possible so we can send you the correct order.
Do you delivery internationally?
Returns, replacements and refunds
We hope you are delighted with your order. However, if you are not happy with a product you will have 14 days from receiving your order to notify us. To be eligible for a return, your item must be unused, in its original packaging and in the same condition that you received it. The cost of returning the items will be your responsibility. You will get a full refund for the items but not the original shipping.
In the unlikely situation that you receive an item that is damaged or faulty, we will give you a full refund, including the cost of returning the item to us for a period of 6 months from delivery of the item.
How to return an item to us:
- To start the return process for your order, please contact us at hello@bloodcancer.org.uk or call us: 0808 2080 888 (9am and 5pm, Monday to Friday) and quote your order number. Our team will let you know the best way to return the items to us.
- Carefully repackage the item, including a copy of the order details to help us identify your order.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If the refund is approved, we will notify you by email and refund the amount back to your credit or debit card within 14 days.
Returned items should be sent to (please contact us first prior to posting):
Blood Cancer UK is not able to offer a refund on donations unless a fault has occurred that is a direct result of an error or omission on our part.
Exchanges
Unfortunately, we do not currently offer exchanges.
Ordering
Which payment methods are accepted?
You can pay for your order using your credit or debit card. We accept Visa and Mastercard. We are unable to accept payment by cheque.
Do I have to pay VAT?
VAT is charged on some products and delivery charges, but not on and donations. The amount of VAT charged on your order will be shown on the Shopping Bag page before you checkout and on your payment receipt email.
How do I add a donation to my order?
You can add a donation to your order from the Shopping Bag page. Simple click on one of the predefined amount buttons or enter your own amount, tick the Gift Aid Declaration if you would like us to be able to claim an extra 25% on your donation and click the red 'Add to order' button
Can I order over the phone or by post?
Yes, you can place orders by phone or post. Please call us on 0808 2080 888 (9am and 5pm, Monday to Friday) or send a completed order form to;
Why don't you sell...?
If you have any suggestions for products you think we should sell we’d love to hear from you.
How accurate are the colours in the photos?
We do our best to take photos of our products that accurately represent the colour of the product, but due to photography lighting and computer screens displaying colours differently we cannot guarantee that the colour you see on your screen is the exact colour of the product in real life. Product photos are provided for illustrative purposes only.
What happens if the product I've chosen is out of stock?
We endeavour to only show products that we have in stock, however occasionally it might be that a product you have ordered is later found to be out of stock. In this case we will either refund your order or contact you to see if an alternative product is suitable instead.
Are my personal details safe?
We take the security of your personal information extremely seriously and do everything in our power to ensure that your personal information is kept safe. We never share or sell your details.
How do I unsubscribe from marketing emails?
If you have received a marketing email from us and you wish to unsubscribe so that we don't send any more emails you can click on the 'Unsubscribe' link at the bottom of the email.
I've placed an order, can I change it?
Depending when you let us know and when your order is dispatched we may be able to change your order before it is delivered. To let us know that you wish to change your order please contact us as soon as possible.
I'd like to place a bulk order. Can I have a discount?
We are mostly unable to offer a discount for large orders as we want to raise as much money as we can for our charitable work, but please feel free to contact us and we will consider it.
Can I send an order to multiple addresses?
We are currently unable to send items from the same order to multiple delivery addresses. If you wish to have items delivered to separate delivery addresses, please place separate orders.
Can you gift wrap my order?
We don’t offer gift wrap. If this is something you’d like, let us know and we’ll look into adding it in the future.
About the online shop
Why does Blood Cancer UK have a shop?
We want to provide another way for people to support us, and we choose products that we think the person will enjoy and will remind them of Blood Cancer UK . The profits from the shop help us to achieve our goal of beating blood cancer.
How much money from my order helps fund lifesaving research?
All of the profits from your order contribute to our research.
Will you send me products free so I can sell them and raise money for you?
Unfortunately we are unable to send any of our products free of charge for fundraising, however if you get in contact with our Customer Services team they will be able to help you with planning any fundraising activities. Thank you for your support!