Delivery
The Children’s Trust charge a postage and packing fee to help cover the costs of sending you your products. This allows more money to go towards our work.
Unless otherwise stated, our delivery fees are currently:
£4.50 for orders up to £30.00
£6.85 for orders between £30.01 - £100.00
£13.75 for orders over £100.01
We endeavour to post your order to you within seven working days. However, for personalised items, the timescale is longer as we use a third party for fulfil your order.
Please be aware that the delivery timescales are indicative and there may be delays in the delivery network that are outside our control.
Returns
How do I return an item?
We want you to be happy with your purchase but if there is something wrong with your item and you would like your money back or to exchange an item, please tell us within 30 days of receiving your order (subject to the exceptions below).
Email us at supportercare@thechildrenstrust.org.uk , providing us with your Order Number and Date of Purchase to help us to identify your purchase.
Please return products by packing them securely (in the original packaging where possible) with a copy of your receipt to:
The Children’s Trust Returns
c/o Fundraising & Retail
The Children’s Trust
Tadworth Court
Tadworth
Surrey
KT20 5RU
Unless returning an item due to a fault, you will have to bear the direct cost of returning the goods. Please retain proof of postage when returning your items.
Cancelling your order
Please note that if you are not happy with your item for any other reason and would like your money back or to exchange an item, you also have a right to cancel your order (subject to the exceptions below) within 14 days after the day on which you receive your order. Please email us at supportercare@thechildrenstrust.org.uk.
When will I receive a refund or replacement?
a) Purchased Items
Once we receive the relevant item(s) back and agree there is a problem, we will:
i. Refund, via the original payment method, the sums paid for the item including delivery costs (up to the amount charged for the least expensive kind of delivery service we offer); or
ii. supply a replacement (where we have the relevant item in stock)
b) Donations
Please note that we cannot offer a refund for any donations made at the time the item was ordered as this is an optional payment and not a payment for the item. The Children’s Trust is only permitted to return donations in limited circumstances if we can establish the making of the donation was a genuine mistake or there are other legal grounds for returning the donation.
c) Event Tickets
Event tickets are non-refundable unless we cancel the event. In this instance, we will:
i. Offer to move your booking to the new postponed date, if applicable;
ii. Or give you a full refund, via the original payment method, the sums paid for the ticket.
d) Event Registration / Entry Fees
Event Registration / Entry Fees are non-refundable and cannot be transferred to an alternative event.
e) Out of stock items – Christmas cards
If an item you order is out of stock, we reserve the right to send you a substitute item of the same or greater value. Should you be dissatisfied with the alternative cards we have selected for you, you can of course request a full refund for the out-of-stock item.
What items are excluded from the returns and refunds policy?
Please note that we cannot exchange or refund the following items:
• goods listed as donated, unless there is a fault that was not listed by us in the product description.
• personalised goods
• clearance items reduced to half price or less
• on any clothing items that have been worn. In order for a refund, the items must be unworn, in the original packaging and the tags still in place
