FAQs

Frequently Asked Questions
This section provides information on how to use the Thames Hospice Retail Online Shop


How do I find products?

Top Navigation Menu
The Top Navigation Menu organises all of the products on the Online Shop into groups of similar products and displays them on a page. So, for example, clicking on the 'Clothing' button will open a page with all of the Clothing that are currently available on the Online Shop.


Search
If you know the product you are looking for, e.g. "Ginger & Lime Hand wash", or the type of product, e.g. "t-shirts", you can enter a search term in the Search Box at the top of the website, and press the Search button. The Search Results page will display all of the products that match your search term. You can then click on the product of your choice to see more information and add it to your Order.


How do I place an Order?

Adding items to your Shopping Bag
You can add an item to your Shopping Bag by opening the product page of the item you are considering, entering the quantity you would like to purchase in the 'QTY:' box, and clicking on the red 'Add to cart' button. This will add the product to your Shopping Bag. 


Your Shopping Bag page
Your Shopping Bag contains all the items you have added to your order. You can get to your Shopping Bag by clicking on the image of a basket in the top right corner of the site or by clicking Your Shopping Bag. Your Shopping Bag shows the product you have added, the price of each item and the total price of all of your items. Once on your Shopping Bag page you can change the quantity of products you have added, remove products, and add a donation to your order. The delivery charge is not shown on this page as we can only calculate the delivery charge after we know the total price of the products in your order and where it is being delivered to.


Checking out
Once you are satisfied with the items in your Shopping Bag you can choose to continue shopping or to checkout to arrange delivery and pay for your order. To checkout, simply click the red button labelled 'Checkout' and you will be shown a page for you to enter you Billing and Delivery address details.


Taking Payment
After you have entered your details and clicked "Buy Now" you will be asked to select to pay using your PayPal account or your credit/debit card. If you select PayPal you will be taken to the PayPal website and asked to login and confirm the payment. If you select to pay by credit or debit card, you will be taken to the Worldpay Payment Gateway Page. This is a secure webpage that will ask you to select the type of debit/credit card you would like to use and then enable you to enter your debit/credit card details. Once you have completed entering your details and confirmed the payment you will be returned to the Thames Hospice Retail Online Shop and shown an Order Confirmation page with your order number. This order number will also be sent to you in an email.


Which payment methods are accepted?
You can pay for your order using your PayPal account or a credit or debit card. We are unable to accept payment by cheque.


Do I have to pay VAT?
VAT is charged on some products and delivery charges, but not on other products and donations. The amount of VAT charged on your order will be shown on the Shopping Bag page before you checkout and on your payment receipt email.


Why can't I complete my order?
If you are having trouble completing your order, it may be because there are technical issues with our website or with our payment providers. If you would like help completing your order please call 01753 847405 between 9am and 5pm, Monday to Friday.


Products

How accurate are the colours in the photos?
We do our best to take photos of our products that accurately represent the colour of the product, but due to photography lighting and computer screens displaying colours differently we cannot guarantee that the colour you see on your screen is the exact colour of the product in real life. Product photos are provided for illustrative purposes only.


Are your products ethically sourced?
We work closely with our suppliers to ensure that all of the products we sell have been sourced ethically.


What if the product is out of stock?
Products that are out of stock will not be available to buy on our Online Shop. Occasionally a product may be showing as in stock on our website but out of stock in our warehouse. If your order includes an item that is out of stock, we will contact you to arrange an alternative or a refund.


Your Account
This section has information about your account with the Thames Hospice Retail Online shop you will need to create an account in order to complete a purchase, all you will need is your email address and password.

How do I access my account?
You can access your account by going to the Account page on the Online Shop. If you aren't already logged in you will need to log in using the email address and password, you used when creating your account. If the Online Shop doesn't recognise your email address or password it may be because you don't have an account with us. If this is your first order it is easy to set up an account by going to the home page and clicking Your Account.


How do I reset my password?
You can reset your password by clicking on Forgot your password. If you have an account with us, the Online Shop will send an email with a link to click to reset your password. If you do not receive the email it may be that you do not have an account on the Online Shop.


Are my personal details safe?
We take the security of your personal information extremely seriously and do everything in our power to ensure that your personal information is kept safe. We never share or sell your details.


Your Order
I've placed an order; can I change it?
Yes, you can change your order. However, depending when you let us know and when your order is dispatched we may not always be able to change your order before it is delivered. To let us know that you wish to change your order please email us as soon as possible on help@thameshospiceshops.org


Other questions about your order
If you have any other questions about your order please email us at help@thameshospiceshops.org or please call 01753 847405 between 9am and 5pm, Monday to Friday.


Delivery

How long will delivery take?
Orders sent to most parts of the UK are received within five to seven days, and often much sooner. Deliveries to the further reaches of the British Isles may take around fourteen days, and international deliveries may take longer.


How much does delivery cost?
For orders delivered in the UK there will be a delivery charge, for UK orders over £50 delivery is free. The international delivery charge for orders will vary depending on the destination country. We charge for delivery so that we can optimise funds to support our patients and their families.


Which delivery service do you use?
We dispatch all UK orders with Royal Mail or Parcelforce.


Can I collect my order?
Orders can be collected Monday to Friday (9am to 5pm), Monday to Friday from Distribution Centre, 9/10 Reform Road, Maidenhead, Berks, SL6 8BY 


What do I do if my order is late?
We generally allow 14 days for delivery: if your order is being delivered to the far reaches of Scotland it will take longer than an order going to the Midlands.

If your order hasn't been delivered within 14 days please email help@thameshospiceshops.org  or call 01753 847405 (9am and 5pm, Monday to Friday) and we will investigate or send a replacement.


What do I do if I've received the wrong order?
If you have received the wrong order, firstly we apologise for the error. Please email help@thameshospiceshops.org or call 01753 847405(9am and 5pm, Monday to Friday) as soon as possible so we can send you the correct order.


Returns, replacements and refunds

How do I return my order?
We hope you are completely satisfied with your order but should you wish to return some or all of it you can do so by emailing the customer support team at help@thameshospiceshops.org  


How do I request a refund?
You can request a refund by emailing the customer service team at help@thameshospiceshops.org who will deal with your request. Once we have received your returned order we will process your refund using the same payment method you used to place your order. 


Customer Services
How do I contact Customer Services?
You can contact our Customer Services team by emailing help@thameshospiceshops.org or call 01753 847405 (9am and 5pm, Monday to Friday)


How do I find my nearest shop?
We have 22 shops across the Thames Valley. To find your nearest shop, please click here.


How do I make a complaint?
You can raise a complaint by contacting our Business and Customer Support Manager at complaints@thameshospiceshops.org 


About Shop No. 23
Why does the Thames Hospice Retail have an Online Shop?
Thames Hospice Retail sells products that we hope our supporters would like to buy in order for us to provide vital funds needed to run our hospice. We provide expert care for people living in East Berkshire and South Buckinghamshire living with life-limiting illnesses. A vital part of our work is also supporting their families and carers. 

Please also visit our Ebay store for a selection of amazing collectable items. https://charity.ebay.co.uk/charity/Thames-Hospice/3153307