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Cancer Research UK Online Shop - Frequently Asked Questions

You should find answers to some common questions here, but if you have any problems please contact us.

1. Your Cancer Research UK Online Shop Account

1.1 Why should I create an account with CRUK?

1.2 How do I manage my account with CRUK?

1.3 Can I track my order or check the status of my order?

1.4 I’ve forgotten my password or haven’t received my new password

1.5 Are my details secure?

 

2. Your Order

2.1 How can I place an order?

2.2 I have not had confirmation of my order.

2.3 Can I make changes/ come back to my order?

2.4 How do I cancel my order?

2.5 When will I get my refund?

2.6 Can I exchange an item?

 

3. Delivery

3.1 How much does delivery cost and how long will it take?

3.2 Do you deliver to BFPO?

3.3 How much does it cost and how long does it take to deliver items outside the UK?

3.4 Why do you have delivery charges?

3.5 Do I qualify for free delivery?

3.6 Can I send an order to more than one address?

3.7 I have only received part of my order.

3.8 Some of my items are missing.

 

4. Promotions, offers and Gift Aid

4.1 How do I apply a promotional code?

4.2 Can you claim gift aid on my order?

4.3 How do I make a donation to Cancer Research UK?

 

5. Products

5.1 Will out of stock items be available in the future?

5.2 Do you offer discounts for bulk orders?

5.3 Do you offer products on a sale or return basis?

5.4 I am running an event and wish to sell some of CRUKs products?

5.5 Do you do customised Christmas cards?

5.6 What sizes are you clothing ranges?

5.7 Do you offer gift wrapping?

 

6. About Cancer Research UK

6.1 How much money goes towards research from the purchase of the products

6.2 Where does my money go?

6.3 How else can I support Cancer Research UK?

 

1. Your Cancer Research UK Online Shop Account

1.1 Why should I create an account?

Creating an account will mean that your information is stored, which will enable you to use the fast-track checkout and have access to your order history. Unfortunately you won’t be able to track your order via your account.

1.2 How do I manage my account with CRUK?

You can manage your CRUK Online Shop account through the ‘My Account’ llink in the top right corner of the screen. Here you will be able maintain all your account information including delivery and billing addresses, change your password and view your order history.

1.3 Can I track my order or check the status of my order?

Unfortunately, you aren’t able to track your order status. All orders will say ‘pending’. To find out about the status of your order, please call 0300 123 4408. Orders made by standard delivery usually take between 5-10 working days to arrive. If 10 working days has passed and your order has still not arrived please call 0300 123 4408.

1.4 I’ve forgotten my password or haven’t received my new password

Simply click on the ‘Forgot my Password’ link in the registered customers section you will be emailed new login details to your registered email address.

If you do not receive your new password within 24 hours please email giftshop@cancer.org.uk and our team will be happy to help you.

1.5 Are my details secure?

We use Secure Server Technology to ensure that all personal and transactional information is protected to the highest standards. For more information please see our privacy policy

2. Ordering

2.1 How can I place an order?

You can order online, by phone (0300 123 4408) or using our postal order form. When completed the order form should be sent to: Cancer Research UK, PO Box 170, Ashford, Kent, TN24 02X.

Orders for flowers are placed on our FlowerShop, which is provided and managed by Arena Flowers.

2.2 I have not had confirmation of my order.

Normally you will receive an email within a couple of hours confirming your order. If you haven’t received an email after this time please email cruk@response-service.co.uk or call on 0300 123 4408 who will be able to assist you.

2.3 Can I make changes to my order?

Should you change your mind, you can amend part or all of your order by calling 0300 123 4408.

In the case of flowers and personalised goods amendments can be accepted until your order has been prepared for despatch. During busy periods, such as Christmas, Mother's Day and Valentine's Day, your order details may be prepared up to three days before your flowers are ready to be dispatched. Amendments are not possible on orders placed in this period.

2.4 How do I cancel my order?

You have the right to cancel your order by notifying us within 14 days of the date that you receive the goods. You do not need to provide any reason for this cancellation. However, you must return the relevant item(s) to us no later than 14 days after the day on which you tell us that you wish to cancel your purchase. You will be responsible for the costs of returning the goods to us.

To cancel a purchase, You must tell us that You wish to cancel within the 14 day period referred to above. You can do this by:

• Submitting the cancellation form to the following address: Cancer Research UK, Orbital Park, Ashford, Kent, TN24 0GA, or by email to cruk@response-service.co.uk.
• emailing us at cruk@response-service.co.uk or calling us on 0300 123 4408, providing us with details of your order in order to allow us to identify your purchase
• Return the item to us by packing it securely (preferably in the original packing) and sending it back to us with a copy of your receipt and your customer advice note confirming that You wish to cancel your order.

We will make the reimbursement using the same means of payment as You used for your initial transaction, unless You have expressly agreed otherwise; in any event, You will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or You have supplied evidence of having sent back the goods, whichever is the earliest.

Please note that these cancellation rights do not apply to all items. For further information about your cancellation rights and how to cancel your order, please see our terms and conditions. This is not intended to be a full statement of all your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Full details of your rights under these Regulations are available from your local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

2.5 When will I get my refund?

We are happy to offer a refund for orders cancelled and items returned within 14 days of the date of cancellation. Refunds will be processed within 14 days of us receiving your notice of cancellation or, if you have already received your order, our receiving the item(s) back from you. The refund will be issued in the same form of payment originally used to make the purchase unless we have agreed otherwise.

The goods should also be returned to us in a new and unused condition, otherwise we may reduce your refund to reflect any reduction in the value of the item.

For further information about your rights to a refund, please see our terms and conditions.

2.6 Can I exchange an item?

If you would like to exchange your item, please return it within 14 days in a resalable condition. Please specify the item you require in exchange for the returned item by completing the form on the back of the dispatch note received with your order. Alternatively, please contact our customer service team on 0300 123 4408 who would be more than happy to help you. If you would like to select an alternative product at a different price as a replacement please contact our Customer Service team will also help arrange payment or refund of the difference.

Please note that there are certain items we cannot exchange unless they are faulty. For further information about exchanging items, please see our terms and conditions. The Cancer Research UK Online Shop guarantee is in addition to your legal cancellation rights set out above.

3. Delivery

3.1 How much does delivery cost and how long will it take?

In order to cover the cost of postage and package we have to charge a delivery fee. This allows more money to go toward our life-saving work.

UK, UK remote mainland and Bristish Isles delivery Charges

In order to cover the cost of postage and package we have to charge a delivery fee. This allows more money to go toward our life-saving work.

  • Standard UK, UK remote mainland and British Isles delivery: (via Royal Mail, untracked, 5-10 working days) £3.95
  • Next day courier delivery: £7.95 -  orders must be placed before 1pm to guarantee delivery for the following working day If an order is placed after 1pm on a Friday, the delivery will not be made until the following Tuesday. We are unable to guarantee next day delivery to UK remote mainland and British islands.

If you choose our next day delivery service and our nominated courier does not attempt to deliver to you within the given time frame then we will refund your postage costs.

Orders sent by next day delivery will require a signature on receipt.

We're pleased to offer you the choice of free delivery for orders over £49. Of course, you're welcome to choose to pay if you'd prefer.

Please note that some deliveries are not trackable. If you would like to check the status of your order, please email cruk@response-service.co.uk or call on 0300 123 4408.

3.2 Do you deliver to BFPO?

We also deliver to British Force Post Offices within the UK. For BFPOs outside of the UK further delivery charges are incurred. A member of our customer services team will contact you in relation to any further charges incurred prior to despatch..

  3.3 How much does it cost and how long does it take to deliver items outside the UK?

Delivery times may vary depending on the international carriers used. We have the following set charges for delivery to Europe, USA and Canada:

Area Standard delivery
Austria £15.00
Belgium £15.00
Canada £15.00
Cyprus £15.00
Denmark £15.00
Finland £15.00
Estonia £15.00
France £15.00
Germany £15.00
Gibraltar £15.00
Greece £15.00
Ireland £15.00
Italy £15.00
Luxembourg £15.00
Malta £15.00
Netherlands £15.00
Poland £15.00
Portugal £15.00
Singapore £20.00
South Korea £15.00
Spain £15.00
Sweden £15.00
Switzerland £15.00
USA £20.00

If you live in another location and wish to place an order please email cruk@response-service.co.uk or telephone 0300 123 4408 and we will calculate the delivery time and charges for your location

Please note that some of our products are not available for international delivery.

Our international postage costs reflect the current rates charged by courier companies delivering internationally. These are under constant review and are subject to change. 

If your parcel comes to more than 2kg in weight we may need to get back to you to give you a specific quotation.

Please note that the standard delivery prices include cover for orders up to the value of £35 and Cancer Research UK cannot be responsible for items lost in transit beyond this value.  If your parcel is valuable you may wish to opt for our insured and signed for delivery which covers your parcel to the value of £500.

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.

For more information about international orders please email cruk@response-service.co.uk or call on 0300 123 4408.

3.4 Why do you have delivery charges?

We understand that the postage charge can discourage people from shopping with us however, the £3.95 we charge for standard delivery helps cover the cost of postage and packaging. This means more money goes towards our life-saving work.

3.5 Do I qualify for free delivery?

If the value of your basket, after all discounts, at the checkout is £49 or more your order qualifies for free delivery. Also if you have a promotional code entitling you to free delivery your order will not have a delivery charge.

Please note that the free delivery option must be selected manually during the checkout process.

3.6 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.

3.7 I have only received part of my ordered.

Sometimes an order is split into parts when it is despatched, this can be due to the size of the order or that part of the order is not yet available to be sent out. We aim to provide customers with their orders as soon as it is available. To check the status of your order please email cruk@response-service.co.uk or call on 0300 123 4408.

Please note that some of our products are posted from different locations your order may arrive in more than one parcel.

3.8 Some of my items are missing.

It may be possible that some products as part of an order is split into parts when it is despatched, this can be due to the size or that part of the order is not yet available to be sent out. We aim to deliver products to all our customers as soon as it is available. Please note that some of our products are posted from different locations your order may arrive in another parcel.

4. Promotions and offers

4.1 How do I apply a promotional code?

To apply a promotional code you need to enter the code at the checkout stage. Please enter the code as it appears and note that codes are case sensitive.
Discounts to total bills are applied when you get to the checkout page.
For free delivery codes, please select the 'Free delivery’ from the delivery options during the checkout process.

4.2 Can you claim gift aid on my order?

Unfortunately, we will not be able to claim Gift Aid on any purchases you make from us. However, if you are a UK taxpayer, we can, with your permission, claim Gift Aid on any donation you make to us, or have made to us in the past four years. Simply tick the Gift Aid box when you make a donation to us, or, if you would like to alter your Gift Aid status, please get in touch with us on 0300 0123 1861

4.3 How do I make a donation to Cancer Research UK?

There are two ways to donate to Cancer Research UK through the online shop. The first is to click on the ‘Donate’ category in the shop. The second is to specify a donation to be added to your order at checkout. This will be added to the cost of your items.

5. Our Products

5.1 Will out of stock items be available in the future

If an item is out of stock we cannot guarantee that we will get it back in stock again. If there is an item that you particularly have an interest in purchasing, please email us at: giftshop@cancer.org.uk and we would be happy to confirm this for you.

5.2 Do you offer discounts for bulk orders?

Unfortunately, we aren't able to offer a discount on the bulk order of products.

5.3 Do you offer products on a sale or return basis?

Unfortunately, we don’t offer any of our products on a sale or return basis.

5.4 I am running an event and wish to sell some of CRUK's products.

We recommend that you buy the merchandise you require for your event form the Online Shop, which can then be sold to cover your costs. For more advice please email our fundraising support team at supporter.services@cancer.org.uk

5.5 Are you able to customise Christmas cards?

We do offer customers personalised cards. If you are interested please let us know the Christmas card design, quantity and the personalised message. We can then forward your request to the relevant person who will be able to provide you with more details. Requests can be sent to: supporter.services@cancer.org.uk.

5.6 What sizes do your clothing ranges come in?

The Cancer Research UK Online Shop stocks clothing from a number of different manufacturers, the following size tables intended to aid your selection but please be aware there may be some small variations from the sizes.

CRUK Sportswear size guide:

Women XS S M L XL XXL XXXL
Waist (centimeters) 65 69 74 79 84 89 95
Bust (centimeters) 82 86 91 96 101 106 112
Hip (centimeters) 90 94 99 104 109 114 120
Mens   S M L XL XXL  
Chest (centimeters)   94-98 99-104 107-111 112-117 119-124  
Chest (Inches)   37-38 39-41 42-43 44-46 47-48  

 

5.7 Do you offer gift wrapping?

At present we don't offer a gift wrapping service. Sorry for the inconvenience.

6. About CRUK

6.1 What does Cancer Research UK do?

Cancer Research UK is the world’s leading charity dedicated to beating cancer through research. We have saved millions of lives by discovering new ways to prevent, diagnose and treat cancer, and survival has doubled over the past 40 years. Every day in the UK there are more than 400 people diagnosed with cancer that will survive the disease for more than 10 years thanks to research.

We fund research into more than 200 types of cancer, including the one that’s most important to you. From the most common – such as breast, bowel, lung and prostate cancers – to rare types of tumour and children’s cancers, we support groundbreaking science that benefits everyone

Find out how our heroic scientists, doctors and nurses have helped changed the picture for cancer patients in the UK and beyond.

Find out more about CRUK.

6.2 How much money goes towards research from the purchase of the products?

100% of the profits from the products we sell through the Online Shop e.g. Christmas cards, branded products, gifts goes towards our work.

In some instances, we use preferred suppliers for some of our products, and we share the profit on those products. We provide a facility to buy flowers from our partner flower shop site, provided by Arena Flowers. 25% of every flower order is donated to Cancer Research UK.

6.3 Where does my money go?



We receive no Government funding so our life-saving work is only possible thanks to people like you. A number of bodies work together to ensure that we make the best use of the funds we receive and continue to carry out world-class research. Find out more.

6.4 How else can I support Cancer Research UK?

There are many other ways you can support our research into cancer, from making a regular donation to taking part in one of our fundraising events. Find out more.