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.
- What if I forget my password?
- Can I come back to my order at a later date?
- How do I log out?
- Can I cancel my order?
- How do I make changes to my order?
- Are my personal details secure?
- How do I manage the emails I receive?
- How much do you charge for delivery?
- I have a free delivery promotion code, what do I do with it?
- Do you deliver to my area?
- Do you deliver to BFPO addresses?
- Can I send an order to more than one address?
- What happens if I'm out when you deliver?
- Where is my order?
- Where will my money go?
- Can you claim Gift Aid on my order?
- What does The Royal British Legion do?
- How else can I support the work of The Royal British Legion?
- How do I place my first order?
- If I prefer to order offline, how do I do this?
- What forms of payment can I use?
- How do I take advantage of your special offers?
- How do I use a promotion code?
- What is your returns policy?
- Can I exchange an item?
- When will I get my refund?
- How do I check if the product I require is available?
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 Login 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 shopping bag – this will automatically store the products in your bag. If you log out of your account and then back in the items will remain in your bag until either you remove them or you checkout and pay for them. Please note that adding an item to your bag does not reserve it in our warehouse, and the item may go out of stock before you return to your bag. If this is the case we will notify you in the bag.
4. 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.
5. 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.
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 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 page.
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.
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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.
9. I have a free delivery promotion code, what do I do with it?
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 3-4 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.
11. 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 £2.95. For BFPOs outside of the UK further delivery charges are incurred.
12. 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.
13. 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.
14. Where is my order?
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.
15. 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.
17. 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.
Read more about The Royal British Legion's work.
18. How else can I support The Royal British Legion?
There are many other ways you can support us, visit the Support Us section of our website to find out more.
19. How do I place my first order online?
Browse or search for the items you would like to order. Keyword search boxes are located on nearly every page of our website.
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. When you find an item that interests you, click the title or name of the item to see its product detail page.
If you want to order an item, click the "Add to Bag" button on the item's product detail page. Once you've added an item to your bag use the top navigation bar or the "Continue shopping" button to keep searching or browsing until your bag contains all of the items you want to order. You can access the contents of your bag at any time by clicking the 'Shopping Bag' icon at the top of every page of our website.
Once you have completed your selection, if you have a promotion code to apply to the order, eg for free delivery if your order qualifies, please enter it in the box provided on your Shopping bag page. Take a moment to review all of the items you've placed in your bag. When you're ready to complete your order click the "checkout" button. You will be taken to the first page of the order process. Follow the instructions on the page or click here for our How to order instructions.
21. 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.
22. 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.
23. How do I use a promotion/offer code?
Select and add items to your bag, ensuring that you meet any criteria that apply to the promotion code (eg spend over £35 for the discount to apply).
On the shopping bag page, enter the promotion code in the "Offer Code" box and click apply code. You'll need to enter the promotion code to get the discount or special offer on your order. Once you have entered it, you should see the discount applied to your shopping bag total.
25. 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. 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:
- Hand Sanitiser
In addition the following items are non-returnable unless faulty:
- Clearance items reduced to half price or less.
26. 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 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, earrings or hand sanitiser unless they are faulty.