Frequently Asked Questions (FAQs)

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

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

We are currently running a full operation within our fulfillment 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.

1. What if I forget my password?
2. Can I come back to my order at a later date?
3. How do I log out?
4. Can I cancel my order?
5. How do I make changes to my order?
6. Are my personal details secure?
7. How do I manage the emails I receive?
8. How much do you charge for delivery?
9. I have a free delivery promotion code, what do I do with it?
10. Do you deliver to my area?
11. Do you deliver to BFPO addresses?
12. Can I send an order to more than one address?
13. What happens if I'm out when you deliver?
14. Where is my order?
15. Where will my money go?
16. Can you claim Gift Aid on my order?
17. What does The Royal British Legion do?
18. How else can I support the work of The Royal British Legion?
19. How do I place my first order?
20. If I prefer to order offline, how do I do this?
21. What forms of payment can I use?
22. How do I take advantage of your special offers?
23. How do I use a promotion code?
24. What is your privacy policy?
25. What is your return policy?
26. Can I exchange an item?
27. When will I get my refund?
28. 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, enter your email address and click the "Forgot your Password?" link. We'll then send you an email with a link to reset your password. Simply click on this link and follow the instructions – you’ll have a new password in no time!

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

Yes, so long as you log in to your account before you add items to your shopping bag – 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 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 basket. If this is the case we will notify you in the bag.

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3. How do I log out?

To log out, click the ‘person’ icon, found in the top right-hand corner of every page, then select 'LOG OUT'. Your personal information is removed from the computer.

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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 re-saleable 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.

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5. How do I make changes to my order?

Unfortunately, once you have placed your order are unable to alert our fulfillment team to amend it, 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 resalable condition.

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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.

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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 enjoyable.

We'll automatically send you emails confirming your order, when it is dispatched and any changes you might make to the order or your account 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 every email we send you to remove your address from our list.

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8. How much do you charge for delivery?

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 normally usually delivered within 3 - 5 working days, however please allow 5 - 7 working days for delivery due to high order volumes.

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.

Please note that the standard delivery prices include cover for orders up to the value of £46.00 and The Royal British Legion cannot be responsible for items lost in transit beyond this value.

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.

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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.

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10. Do you deliver to my area?

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

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

Yes, we deliver to British Force Post Offices within the UK for FREE on orders £40 and over, or £3.99 on orders under £40. For BFPOs outside of the UK further delivery charges are incurred.

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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.

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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.

If your delivery requires a signature and you're not in, Royal Mail will take your parcel to the local sorting office and leave a card at your address explaining what to do next

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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 'Order History' link and check the status of your order.

Please report any missing orders or items to us within 28 days of placing your order.

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15. Where will my money go?

100% of the profits go directly to The Royal British Legion to help fund our work supporting the Armed Forces community.

This means that by purchasing something from the Poppy Shop, you could be making an invaluable difference to thousands of serving and ex-serving personnel and their families.

This funding enables us to provides vital, life-long help and assistance to members of the Royal Navy, British Army, Royal Air Force, veterans and their families.

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16. Can you claim Gift Aid on my order?

Gift Aid can be added to Donations by selecting 'I would like to Gift Aid my donation' in your Shopping Bag.

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17. What does The Royal British Legion do?

The Royal British Legion provides vital, life-long help and assistance to members of the Royal Navy, British Army, Royal Air Force, veterans and their families.

We're here through thick and thin – ensuring that the unique contribution of our Armed Forces community is never forgotten. We've been here since 1921 and we'll be here as long as they need us.

We also campaign on a range of issues affecting Service people, we are the custodian of Remembrance, we run the annual Poppy Appeal and are one of the UK's largest membership organisations.

Read more about The Royal British Legion's work.

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18. How else can I support The Royal British Legion?

There are many other ways you can support us. Visit the ’Get Involved’ section of our website to find out more.

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19. How do I place my first order online?

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 you like, click the title or name of the item to see the product in more detail.

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 you can “Checkout Now” or “View Shopping Bag”. Or you can simply 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 please enter it in the box provided on the Checkout 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 Now' button. You will be taken to the first page of the order process. Follow the instructions on the page to complete your order.

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20. If I prefer to order offline, how do I do this?

You can contact our Customer Service Centre by calling 0300 123 9110. Lines are open Monday to Friday, 8:30am - 5:30pm. You can also contact us by email at this address: poppyshop@britishlegion.org.uk

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21. What forms of payment can I use?

Our online shop accepts most credit or debit cards - Visa, Visa Debit, MasterCard and Visa Electron cards are all accepted.

You may also pay using PayPal Express, which does not require you to have a PayPal account, and Apple Pay.

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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.

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23. How do I use a Promotion code?

Select and add items to your bag, ensuring that you meet any criteria that apply to the promotion code.

At Checkout, enter the Promotion code in the 'Promotion code' box and select 'Apply'. 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.

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24. What is your Privacy Policy?

The Royal British Legion Poppy Shop is committed to protecting your privacy. Take a look at our Privacy Policy for more details.

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25. What is your Returns Policy?

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;

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 due to hygiene reasons:
    • Face Coverings
    • Hats
    • Pierced Earrings
    • Beauty Products
    • Bedding

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.

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    26. Can I exchange an item?

    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).

    We are unable to offer an exchange or refund on items that are not eligible to be returned, unless faulty:

    • Products returned after 30 days.
    • Products where sealed packaging has been opened.
    • DVD’s CD’s, 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 due to hygiene reasons:
      • Face Coverings
      • Hats
      • Pierced Earrings
      • Beauty Products
      • Bedding

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    27. 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.

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

    All items that are out of stock will be indicated as such on our website.

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    Your donation enables us to provide vital, life-long help and assistance to members of the Royal Navy, British Army, Royal Air Force, veterans and their families