Changes in delivery to the EU from 23rd June 

Unfortunately, we are no longer able to sell to consumers living in countries within the European Union (EU) from 23rd June 2021 due to a change in the VAT status of such sales as a result of new EU regulations that makes this no longer commercially viable for RBL.

The RBL’s distribution of paper poppies to the EU is not affected as a result of the UK leaving the European Union.

Items sold by the Poppy Shop are subject to local taxes and duties. Orders shipped outside of the UK may have import taxes added at the point of entry to the delivery country. We are unable to advise on or take responsibility for this cost and the local Tax Office will be able to advise further on these charges.

A spokesperson for the Royal British Legion said:

‘The RBL’s distribution of paper poppies to the EU is not affected as a result of the UK leaving the European Union. Goods sold by our online Poppy Shop to customers in the EU will be subject to the local rate of VAT and customs fees from 1st July. These costs are often higher than the value of the goods themselves and to pass them on to customers is not reasonable, therefore regrettably we are ceasing sales to customers in countries in the EU until such time as that legislation is reviewed.’

Will my delivery be affected by the COVID-19 outbreak?

We are currently running a full operation within our fulfilment and distribution centre. Some delivery services including Parcelforce and Royal Mail have begun to operate a contactless operation and will not be handing over hand-held devices, instead logging the name of the person accepting the item.

Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

What delivery options are available?

UK and BFPO Standard Delivery is FREE on orders £40 and over, or £3.99 on orders under £40. We despatch orders Monday - Friday, and orders are usually delivered within 3 - 5 working days.

European Delivery is £14.00, and orders are usually delivered within 5 working days.

Rest of World Delivery is £28.00, and orders are usually delivered within 14 working days.

Items sold by the Poppy Shop are subject to local taxes and duties. Orders shipped outside of the UK may have import taxes added at the point of entry to the delivery country. We are unable to advise on or take responsibility for this cost and the local Tax Office will be able to advise further on these charges.

How long will my order take to arrive?

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.

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 re-delivery. See our FAQs for more information.

 

Returns and Refunds

Where should I send returns?

The Poppy Shop, Adamsway, Mansfield, Nottinghamshire NG18 4FL, UK

If you are returning your order due to a fault or incorrect item then please call The Poppy Shop at 0300 1239 110 to arrange for a pre-paid label to be emailed or posted out to you.

In either case it is recommended that you receive a proof of postage from your shipper in case there are any problems in transit. We always try to process returns as soon as they arrive.

Exchanges and Refunds - Unwanted items

We want you to be completely satisfied with you purchases from the Poppy Shop. If you are not completely satisfied with any item(s) within your order, please return in its original condition (including all labels, tags and wrapping intact) and with proof of purchase within 30 days of receiving your order and we will refund or exchange your item(s).

For Online, Telephone and Postal orders we will refund Postage costs only where a full order has been returned within 30 days.

We are unable to reimburse any postage paid to return an item.

We are unable to offer an exchange or refund on items that are not eligible to be returned, unless faulty. A comprehensive list can be found below

Once we have received the return this will be processed as soon as possible. If a refund has been issued, this should be expected in the same format as the original payment and will be within 14 days of the return being received.

Exchanges and Refunds - Faulty items

If an item you have purchased has developed a fault within 30 days of receiving your order, please return it with proof of purchase and we will refund or exchange your item.

After 30 days, we will offer a replacement item in terms of the Consumer Rights Act 2015.

If an item is being returned due to a fault, please contact the Poppy Shop on 0300 123 9110 who will provide a pre-paid returns label.

We are unable to reimburse any postage paid to return an item.

Once we have received the return this will be processed as soon as possible. If a refund has been issued, this should be expected in the same format as the original payment and will be within 14 days of the return being received.

Items purchased at Physical Trading activities

Where an item(s) has been purchased at a Physical Trading activity, the Returns and Refund policy applies.

Please contact a member of the Customer Service team via the details on the Contact Us page for further assistance.

Items that are not eligible for exchange or refund unless faulty

  • Products returned after 30 days.
  • Products where sealed packaging has been opened.
  • DVDs CDs, Vinyl and other media items.
  • Perishable goods with an expiry date.
  • Gift Cards, Virtual Gifts and Donations.
  • Products that include personalisation.
  • Products that cannot be returned for hygiene reasons:
    • Face Coverings
    • Hats
    • Pierced Earrings
    • Beauty Products
    • Bedding

When will I get my refund?

You can expect a refund in the same form of payment originally used for purchase within 14 days of receiving your return.

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.