Delivery and Returns
Delivery
How much does delivery cost?
We charge a standard £2.00 for delivery per order to UK addresses, £5.00 for addresses in Europe and £6.50 for the 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.
How long will my order take to arrive?
We aim to dispatch orders within 48 hours of receipt of order, however please allow up to 14 days for delivery.
To check the status of your order, please log into “My Account” and once you are logged in you can then click on the My Orders link and check the status of your order. Alternatively you can contact the Poppy Shop at 0300 1239 110.
Do you deliver overseas?
We ship items worldwide. See our charges above.
Can I send to a different address?
Your delivery address can be different to your home billing address, so you can arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person cannot deliver your order because no one is in, a card will usually be left giving instructions on how to arrange redelivery. For more information see our FAQs.
Returns and Refunds
Returns process
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. Unfortunately we are unable to refund postage incurred to return a product unless the item is faulty or detective.
Items returned under our 14 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:
- Hats
- Earrings
In addition the following items are non-returnable unless faulty:
- Clearance items reduced to half price or less.
Exchanges
We are happy to accept items for exchange providing they fall under our 14 day return policy. Items returned under The Poppy Shop's 14 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 or earrings 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.
