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Cancer Research UK Online Shop - Frequently Asked Questions

 You should find all the answers you need here, but if you have any problems please do not hesitate to contact us.


1. What if I forget my password?

From the "My Account" sign in page, click the "I've forgotten my password" link and enter your email address. We'll then send you a new password. Once you've got your new password, enter it on the sign in page and from "My Account" you can change the password to one you'll easily remember.

2. Can I come back to my order at a later date?

Log in to your account before you add items to your basket – this will automatically store the products in your basket. If you log out of your account and then back in the items will remain in your basket until they are either removed or you checkout and pay for them. Please note that adding an item to your basket does not reserve it in our warehouse, and the item may go out of stock before you return to your basket. If this is the case we will notify you in the basket.

3. How do I log out?

To log out, click the "log out" link next to My Account in the top right-hand corner. Your personal information is removed from the computer. If you click the Welcome link again, you'll see the greeting is no longer personalised.

4. How do 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 with the exception of flowers and personalised 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.

5. How do I make changes to my order?

Should you change your mind, you can cancel or amend part or all of your order by calling 0844 249 2218.

In the case of flowers and personalised goods amendments and cancellations 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. Cancellations and amendments are not possible on orders placed in this period.

6. Are my personal details secure?

We use the latest in Secure Server Technology to ensure that all personal and transactional information is protected to the highest standards.

7. 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 payment or 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 left corner.

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, or contact our supporter services team on 020 7121 6699 or supporter.services@cancer.org.uk

8. How much do you charge for delivery?
UK mainland delivery

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.

  • Standard delivery: (via Royal Mail, 5-10 working days)   £3.95
  • Next day courier delivery: orders must be placed before 1pm to guarantee delivery for the following working day  £7.95. 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; any orders valued £70 or higher sent by standard delivery will also require a signature on receipt. Please ensure someone will be available to sign for the delivery.

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

UK remote mainland and British islands

Standard delivery to UK remote mainland and British islands is £3.95. We are unable to guarantee next day delivery to UK remote mainland and British islands. Alternatively you can call us to arrange your delivery.


International delivery charges

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

We have the following set charges for delivery to Europe and the USA:

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 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.

I have a free delivery promotion code

Add your free delivery code into the promotion code box during checkout to qualify for free delivery. Free delivery is standard delivery which can take from five – seven days. Please note certain free delivery codes require minimum spends before you qualify. In addition, please take note of geographical limitations on free delivery codes.

9. Do you deliver to my area?

We deliver to almost all post codes in the UK, and can deliver internationally.

10. Do you deliver to British Force Post Offices (BFPO) addresses?

Yes we do 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.

11. 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.

12. 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.

13. Where is my order?

Please note that some deliveries are not trackable. If you're not sure whether your order has been dispatched, check the status of your recent orders in the My Account section of the site. Orders made by standard delivery usually takes between 5-10 working days to arrive. If 10 working days has passed and your order has still not arrived please get in touch by sending an email to: giftshop@cancer.org.uk or by telephone: 0844 249 2218.

14. Where will my money go?

This depends on what you buy from us: 100% of the profits from our own products e.g. Cancer Research UK pens and second hand clothing, go towards our lifesaving work; however we also use preferred suppliers for some of our products, and we share the profit on those products e.g. 20% of every flower order funds the vital work of Cancer Research UK.

15. 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. 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.

Please remember to 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 020 7121 6699.

 

16. What does Cancer Research UK do?

Cancer Research UK supports the work of over 4,250 scientists, doctors and nurses throughout the UK and over 90% of the population live within 30 miles of a Cancer Research UK funded site.

We carry out world-class research to improve our understanding of cancer and find out how to prevent, diagnose and treat the disease. We ensure that our findings are used to improve the lives of all cancer patients.

Read more about Cancer Research UK's work.

17. 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 .

Visit our Support Us website to find out more.

18. How do I place my first order?

Browse or search for the items you would like to order. Keyword search boxes are located on nearly every page of our website. You will also find links to browse lists and tags.

If you know the product code of the item you want you can type this into the search box and find the product straight away. You can also find the product you want more quickly by searching by size, colour or price. When you find an item that interests you, click the title or name of the item to see its product detail page. Add the items to your shopping basket.

If you want to order an item click the "Add to Basket" button on the item's product detail page. Once you've added an item to your basket use the top navigation bar or the "Continue shopping" button to keep searching or browsing until your basket contains all of the items you want to order. You can access the contents of your basket at any time by clicking the 'Shopping Basket' icon at the top of every page of our website.

Enter a promotion code

If you have a promotion code to apply to the order, e.g. for free delivery if your order qualifies, please enter it in the box provided.

Proceed to checkout

Take a moment to review all of the items you've placed in your basket. When you're ready to complete your order click the "checkout" button. You will be taken to the first page of the order process.

Sign in

If you're a returning customer enter your email address and password for your account, and click the "Sign in" button.

If you're new to Shop to beat cancer you will be asked if you would like to create an account. By simply adding a password when you create your order, you will be able to securely store your delivery details so that next time you order you won’t need to enter them again. You will also be able to use your password to store additional address details, make changes to your account information and to track the progress of your order with us. However, if you don’t have time to think up a password you don’t need to set up an account.

Enter a delivery address

Tell us where you would like to have your order delivered.

Choose a delivery method

Consider how quickly you would like to receive your order, and choose a delivery method. Our standard delivery takes from five – seven working days. We do have a next day delivery option which must be selected before 1pm on any normal working day to guarantee delivery the following working day.
Visit delivery preferences to view our delivery charges. The delivery charge for your order will be displayed on the order summary page just before you submit your order.

Decide whether you would like to give us a donation

Any donation is greatly appreciated - your money could help save many lives each year. Remember, if you are a UK taxpayer, by ticking the Gift Aid box you can increase the value of your donation by at least a quarter – at no additional cost to you!

Review and submit your order

Check the accuracy of all the information you provided and make any necessary adjustments. You may have instructions relating to delivery this is your opportunity to add these to the order in the "comments" box. When you are ready, click the "continue" button to submit your order. Once you place your order, we will send you a confirmation email message.

Provide payment information

Let us know how you would like to pay for your order. You can pay for your online order using Visa, MasterCard, Delta, Switch, Maestro or Solo cards. Please note we don't accept Visa Electron for online or telephone orders. All orders must be prepaid, but remember payment will not be taken until we are ready to dispatch the item.

Enter your credit card number without spaces or dashes.
 
Check your order status

If you would like to review or check the status of your order before it enters the dispatch process, click the "My Account" link in the top right corner of most pages on our site. This will allow you to view your orders current status.

What forms of payment can I use?

We won't ask you for any payment until we've made sure that all the goods in your shopping basket have been processed. And to make sure you always have the highest level of security, your payment details are automatically encrypted when you enter them.
You can pay for your online order using most credit or debit cards - Visa, MasterCard, Delta, or Maestro/Switch cards are all accepted.

19. How do I take advantage of your special offers?

Simply complete your order online and the special offer price will apply automatically.

Please note that special offer prices quoted on the website apply only to orders completed online.


20. How do I use a promotion code?

Select and add items to your basket, ensuring that you meet any criteria that apply to the promotion code (e.g. spend over £35 for the discount to apply).

On the basket page, enter the promotion code in the "promotion code" box. You'll need to enter the promotion code to get the discount or special offer on your order. Please select'proceed to checkout'. Once you fill in your details under the delivery tab the option will appear for 'free delivery'. By selecting this option you will not be charged for postage and packaging.

I have a gift voucher

Select the items you want and add them to your basket.

On the basket page, enter the gift voucher code to redeem as payment against the order.

21. Do you offer a gift wrapping service?

At present we do not offer a gift-wrapping service. We apologies for any inconvenience.

22. What is your privacy policy?

At Cancer Research UK Trading Limited we are committed to protecting your privacy. Take a look at our privacy policy for more details.

23. 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 14 days of the date of receipt and we will refund your money or send you a replacement – no questions asked.

Items returned under our 14 day returns policy must be unopened with any seals and shrink-wrap intact (e.g., for CDs and DVDs, electronics, food). 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's fine. Our Customer Service team will give you a quick call to arrange payment or refund of the difference.

The Shop to beat cancer 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 three weeks 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 21 days for your return or exchange to be processed. Please note that refunds for items bought as gifts can only be given to the original payer, and if you decide to swap an item, we can't stop the payer knowing.

Products we are unable to refund
In the interests of hygiene, the following items are non-returnable unless faulty:

  • Underwear / lingerie, and swimwear. Please ensure that such items are tried on over your own underwear. We reserve the right to refuse returns of underwear  where it is apparent that this has not been the case.
  • Hats and hair accessories unless unworn and the tags still in place.
  • Pierced earrings and pierced body jewellery - we are unable to refund or exchange any pierced jewellery.
  • Quilts, duvets and pillows unless the original packaging remains undamaged and unopened.
  • Cosmetics and toiletries and towels, we will accept returns if they are in a saleable condition with unbroken seals and packaging, and only if supported by a valid proof of purchase (your despatch note) for exchange or refund.
  • Gift food
  • Goods listed as donated, except where the fault has not been listed by us in the product description.
  • Flowers
  • Personalised goods
  • In addition the following items are non-returnable unless faulty.
  • Clearance items reduced to half price or less.

24. Can I exchange an item?

We are happy to accept items for exchange providing they fall under our 14 day return policy. Items returned under Shop to beat cancer's 14 day returns policy must be unopened with any seals and shrink-wrap intact (e.g., for CDs and DVDs, electronics, food). Please specify the item you require in exchange for the returned item.

25. When will I get my refund?

You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return.
What are my rights under the distance selling Regulations?

If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to seven working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us (if possible, see individual product Returns Policies for details) or collection arrangements made, promptly at your cost. If we collect the item from you, you will be charged the cost of collection (up to £100 in some cases) which will be notified to you at the time of cancellation.

You must inform us of the cancellation of the contract.

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

The Regulations do not apply to personalised goods, flowers and plant gifts, made to order curtains, made to measure shirts or fresh hampers.

Description of products

Each product purchased is sold subject to its product description which sets out additional specific conditions related to that product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct. Although we aim to keep the website as up to date as possible, the information including product descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our order acceptance policy.

26. How do I check if my product is available?

By adding the product you require to the basket and reviewing your basket this will indicate if the product is in stock. If the product is out of stock the basket will indicate the product is not currently available.

Size charts

Shoptobeatcancer stocks clothing from a number of different manufacturers, the following tables are intended to aid your selection but please be aware there may be some small variations from the sizes below.

Women’s clothing

S/M - UK size 12-14
L/XL - UK size 16-18
Women’s slippers
S/M - UK size 4-5
M/L - UK size 6-7
 
 
Hampers

In the event of supply difficulties, we reserve the right to substitute goods or packaging of equal quality and value.

Please keep checking back if an item is currently out of stock. However, if you see an item on the site which then disappears this item is no longer available.

27. What methods of payment do you accept?

We accept a range of Debit and Credit cards including: Visa, Visa Credit, Mastercard and Maestro.

28. How can I print an order form?

Please use this link to download a PDF file of our order form and print on your printer.

Simply fill in the details of the products you would like to buy and post the form back to us at the address listed on the form. 

If your chosen product is out of stock we will send you the closest match.  If a suitable alternative is not available, the item will be cancelled from your order and you will not be charged.

To check availability or to choose alternatives, or to place an order to be delivered as soon as the next working day, please use this website.  Ordering from this website is easy and secure - if you are unsure how to use it please use our FAQs section for further advice.