Frequently Asked Questions
Can I cancel my order?
If you order over the phone or online you have the legal right to cancel your order within seven working days of receipt of the goods. You will only be able to exercise this right if you return the goods you ordered at your own cost and in a resaleable condition.
During busy periods, such as Remembrance and Christmas, your order details may be prepared up to three days before your order is ready to be dispatched. Cancellations and amendments are not possible on orders placed during this period. Remembrance period is defined as any order taken between midnight on 29 October to midnight 27 November 27. The Christmas period is defined as any order taken between midnight on 3 December to midnight 31 December.
How do I make changes to my order?
Unfortunately once you have placed your order, though we will try, it is unlikely that we will be able to alert our fulfilment team in time and so you will still receive your order. Upon receipt you can however return unwanted goods in exchange for another item or a refund, provided the goods are returned unopened and in a resaleable condition.
How do I manage the emails I receive?
We'd like all our customers to receive the information they need to make their online shopping experience successful.
We'll automatically send you emails confirming your order, when it is despatched and any changes you might make to the order or your personal details. We'll also contact you in the unlikely event that there's a problem with the delivery of your order.
In addition, we can keep you up-to-date with special offers and products we think you'll like. If you want to subscribe to our regular email newsletters, just enter your email address into the box at the bottom right corner of the homepage at www.poppyshop.org.uk
If you no longer want to receive emails from us, you can click the link at the bottom of the emails we send you to remove your address from our list.
How much do you charge for delivery?
Standard delivery is £3.95 and is via Royal Mail, allow 3-4 working days
International delivery services and charges
|Rest of the world
Please note that the standard delivery prices include cover for orders up to the value of £46 and The Royal British Legion cannot be responsible for items lost in transit beyond this value.
All products are sold on a Delivery Duty unpaid basis, so please be aware that recipients outside the EU may have to pay import duty or other taxes. Please check these details before placing an order. We cannot mark orders as gifts.
Do you deliver to my area?
We deliver to almost all post codes in the UK, and can deliver internationally.
Do you deliver to British Force Post Offices (BFPO) addresses?
Yes we do deliver to British Force Post Offices within the UK and this is charged at standard the UK postage of £3.95. For BFPOs outside of the UK further delivery charges are incurred.
Can I send an order to more than one address?
Unfortunately, we are not able to split orders and send them to multiple addresses. To send items to more than one address you will need to place separate orders.
What happens if I'm out when you deliver?
If you're out when we try to deliver, the driver will try a neighbour or find a safe and secure place to leave your parcel. If they cannot find a safe place, your parcel will be returned to the depot.
They'll leave you a card explaining where your parcel is and what to do next.
Royal Mail will take your parcel to the local sorting office if it requires a signature and you're not in. Royal Mail will leave a card at your address explaining what to do next if your order requires a signature.
Where will my money go?
100% of the profits provide funding for The Royal British Legion to continue their work helping the whole Armed Forces family. www.britishlegion.org.uk/about-us/what-we-do.
Can you claim Gift Aid on my order?
Unfortunately, we will not be able to claim Gift Aid on any purchase you make from us.
What does The Royal British Legion do?
The Royal British Legion provides welfare to the whole Armed Forces family - serving, ex-Service and their dependants. We also campaign on a range of issues affecting Service people, are the custodian of Remembrance, run the annual Poppy Appeal and are one of the UK's largest membership organisations.
If I prefer to order offline, how do I do this?
If you would prefer to order over the phone, please contact The Poppy Shop at +44 (0)300 1239 110.
What forms of payment can I use?
Our online shop accepts most credit or debit cards - Visa, Visa Debit, MasterCard, Maestro, and Visa Electron cards are all accepted.
For phone and mail orders we accept cheques. Please make cheques and postal orders payable to The Royal British Legion Trading Ltd. Do not send cash in the post.
We now also accept Paypal as a form of payment if you prefer not to type in a credit card number.
What is your returns policy?
We want you to be completely satisfied with your purchases. If you are not completely satisfied with any item you ordered, just return it, if possible in the original packaging, within 30 days of the date of receipt and we will refund your money or send you a replacement – no questions asked. Unfortunately we are unable to refund postage incurred to return a product unless the item is faulty or detective.
Items returned under our 30 day returns policy must be unopened with any seals and shrink-wrap intact. Please note: we can only accept the return of opened items if they are faulty. If you would like to select an alternative product at a different price as a replacement that is fine. Our Customer Service team will give you a quick call to arrange payment or refund of the difference.
The Poppy Shop guarantee is in addition to your statutory rights.
When you send your item back to us, we'll process the returned item and arrange your refund. You can expect a refund in the same form of payment originally used for purchase within 28 days of our receiving your return.
Please note that the costs for returning the item to us are non-refundable.
If you are returning an item because of an error on our part or because it is damaged or defective, we will be happy to refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us.
When you return goods, please retain proof of posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive. However, during busy periods, please allow up to 28 days for your return or exchange to be processed.
Products we are unable to refund:
In the interests of hygiene, the following items are non-returnable unless faulty:
- Hand Sanitiser
In addition the following items are non-returnable unless faulty:
- Clearance items reduced to half price or less.
Can I exchange an item?
We are happy to accept items for exchange providing they fall under our 30 day return policy. Items returned under The Poppy Shop's 30 day returns policy must be unopened with any seals and shrink-wrap intact. Please specify the item you require in exchange for the returned item. For hygiene reasons we cannot accept hats, earrings or hand sanitiser unless they are faulty.
When will I get my refund?
You can expect a refund in the same form of payment originally used for purchase within 28 days of receiving your return.
How do I check if my product is available?
All items that are out of stock will be indicated as such.