Shipping Information
We aim to process and dispatch within 2 working days, and items to be received within 5-8 working days, delivery times may vary depending on location. Estimated delivery times will be shown at checkout where applicable.
Once your order has been dispatched, you will receive a confirmation email.
Delivery charges are clearly displayed at checkout before you complete your purchase.
If there are any delays to your order, we will contact you using the details provided at checkout.
Returns & Cancellation
Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods.
To exercise your right to cancel, you must notify us within this 14-day cancellation period.
Once you have notified us, you then have a further 14 days to return the goods to us.
How to Request a Return
To start a return, please contact us at:
retailadmin@stclarehospice.org.uk
Please include:
Order number (e.g. #1234)
Name and email address used at checkout
Details of the item(s) you wish to return
We will provide instructions on how to return your item.
Returns Conditions
Unless an item is faulty or not as described:
You are responsible for the cost of return postage
Items should be returned in their original condition where reasonably possible
You may be liable for a reduction in refund value if items show signs of use, damage, or handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods
Important: Some items in our store, including paintable products, are designed to be opened and used.
For these items:
Returns are accepted only where the item is in a condition suitable for resale and in an unused condition.
If items have been opened, used, or altered in a way that prevents resale, we may deny the refund request on your order.
Refunds
Once we receive and inspect your returned items, we will process your refund within 14 working days and update you via email.
Refunds will be issued to your original payment method via our payment provider (Stripe).
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible at:
retailadmin@stclarehospice.org.uk
Please include your order number and details of the issue.
Where a product is faulty or incorrect, you are entitled to a repair, replacement, or refund. We will also cover reasonable return postage costs in these cases.
Contact Us
If you have any questions about returns or refunds, please contact:
St Clare Retail Team