Frequently Asked Questions

We hope you find the Girlguiding Online shop enjoyable and easy to use, however, if you have a question regarding ordering or using the Online Shop, you can find the answers to our customers’ most frequently asked questions below.
If your question is not answered, please contact us by completing the form on the Contact us page.

How do I order registered badges?
How do I order bespoke goods?
If I buy something from the Girlguiding online shop, will my credit/debit card number be safe from hackers?
How secure is buying over the web?
Can you deliver my order to my work address?
Can you tell me when my order will arrive?
When do you take payment for my order?
I've got a query about my order, how do I contact customer support?
My order is due to be delivered today - what time will it be delivered?
What should I do if the courier confirms that they have lost my parcel?
What happens if I receive my order and it is damaged, or there are items missing?
What happens to my order if I am not in when the courier attempts to deliver it?
How do I return an item?
Which credit/debit cards can I use to pay for my order?
How do I place an order?
How do I find my nearest Shop, Volunteer Shop (Depot)?
I don't live in the UK, can I place an order?
How do I view and update my account details?
Do prices include VAT?
How can I get a copy of the Guiding Essentials catalogue?
How do I get a VAT receipt?
What should I do if my credit/debit card was refused when placing an order?
What should I do if I cannot place an order?
What should I do if I cannot log into my online account?


How do I order registered badges?
If you have a volunteer membership number, when you are logged onto the online shop enter the details in the My Account, Personal Details section, you will then see an extra tab showing Registered Badges available to order. 

How do I order bespoke goods?
Bespoke badges - email orders and queries to bespoke@girlguiding.org.uk
Bespoke clothing, or joint bespoke clothing and badge orders - email orders and queries to bespokeclothing@girlguiding.org.uk
Personalised flags and banners - email orders and queries to flags@girlguiding.org.uk

If I buy something from the Girlguiding online shop, will my credit/debit card number be safe from hackers?
We use a trusted Internet Payments Company, who are used by many UK companies to process the credit/debit card payments so that we do not hold your card details.

How secure is buying over the web?
Your order is processed using our secure server when you proceed to checkout – you can tell whether you are on a web page which uses our secure server as it will have a padlock in the bottom right corner, and https: in the address line (non-secure sites use http: at the start of the website address). Your credit/debit card details are encrypted both during and after the checkout process.
Remember, if you are a UK resident using a UK issued card and the transaction is over £100, you are automatically protected under Section 75 of the Consumer Credit Act 1974. This means that if the trader fraudulently charges your card for something that you did not order then the credit card company are equally liable for the debt.
In practise this means that the credit card company would refund you for the fraudulent charge whilst making the corresponding charge directly to us. Contact your card issuer for more details.

Can you deliver my order to my work address?
Yes - if you are a new or returning customer you must quote your home address i.e. the address that your credit/debit card is registered to as your main invoice address.  You can however specify an alternative address for order delivery.
You can add, edit or remove alternative delivery addresses when you login to "my account".

Can you tell me when my order will arrive?
Goods will normally be dispatched within four working days. Please allow a further three working days for delivery, but during busy periods of the year such as September, October and December your order may take up to 8 working days for delivery within the UK.
With the exception of small orders sent by Royal Mail letter post, all deliveries must be signed for.  Deliveries by Royal Mail will be within normal Royal Mail delivery timeframes.  For larger orders sent out by carrier if a valid email address has been provided you should receive an email from the carrier notifying you of your order delivery timeframes.
If signed for delivery is not possible the carrier will leave a card that gives the following options:

  1.  Customer to contact the carrier directly to arrange another delivery date.
  2. Customer to collect from the carriers nearest local site
  3. Customer to agree with the carrier to leave the delivery in an appropriate safe place

 If option 3 is selected please note that

  • this is an arrangement between the customer and the carrier. Girlguiding cannot be held responsible for any consequent losses and
  • the carrier reserves the right to withhold the option for unsuitable consignments or places.

If you are concerned about the status of your order, please email us at tradingshop@girlguiding.org.uk or phone us on 0161 941 2237.

When do you take payment for my order?
Your debit/credit card will be charged when your order is ready to be dispatched from our warehouse.
Therefore, as there could be some delay between the placing of your order and the point when your credit/debit card is charged, in order to avoid any potential delay to your order, we recommend that you use a credit/debit card that does not expire for at least 28 days after placing your order.
Your order will only be released once authorisation of your credit/debit card has been received.

I've got a query about my order, how do I contact customer support?
You can email us with your query by completing the form on the contact us page or if you would like to talk to one of our advisers, you can phone us on 0161 941 2237, Monday, Tuesday & Thursday 9am - 5pm, Wednesday 9.30am - 5pm,  Friday 9am - 4.30pm.
If you wish to contact us outside of these hours, you can email us by competing the form on the Contact us page or phone us on 0161 941 2237 and leave a message on our answerphone, and we will do our best to respond to your query on the next working day.

Can my order be delivered to a different address?
Yes - if you are a new or returning customer you must quote your home address i.e. the address that your credit/debit card is registered to as your main invoice address.It may be beneficial to arrange delivery to an address where this will be easier to obtain, such as a place of work or neighbour

My order is due to be delivered today - what time will it be delivered?
We are currently unable to confirm the approximate time your order will be delivered.
With the exception of small orders sent by Royal Mail letter post, all deliveries must be signed for.  Deliveries by Royal Mail will be within normal Royal Mail delivery time frames.  For larger orders sent out by carrier if a valid email address has been provided you should receive an email from the carrier notifying you of your order delivery timeframes.

What should I do if the courier confirms that they have lost my parcel?
Please contact us straightaway on 0161 941 2237 and quote your order reference number and we will investigate the problem with the courier on your behalf.

What happens if I receive my order and it is damaged, or there are items missing?

Please contact us straightaway on 0161 941 2237 or complete the form on the Contact us page and quote your order reference number and we will investigate the problem.

What happens to my order if I am not in when the courier attempts to deliver it?
If you are not in when our courier attempts delivery they will leave a calling card which will provide you with a direct contact number for your local parcel delivery depot or post post office. You then simply call them to arrange an alternative delivery date or to collect the parcel directly from your local depot, which they will be more than happy to help you with.  In some cases according to local arrangements they may leave your parcel with a neighbour.

How do I return an item?
If for any reason you are unhappy with the goods you have ordered, you can return them to us for an exchange or refund at any time during a period of 14 days beginning with the day on which you receive the goods, provided you have told us within a reasonable time of receipt of the goods.  You are responsible for the cost of returning any goods to us for exchange or refund, except in cases of faulty, damaged or wrongly supplied goods.  For any queries about returns please email returns@girlguiding.org.uk or call our sales team on 0161 941 2237. 

Which credit/debit cards can I use to pay for my order?
The online shop accepts Visa and MasterCard credit and debit cards.
Your credit/debit card will be debited when your order is ready to leave our warehouse.
If you would like to place an order and pay using a Maestro debit card (or by any other method), please contact us on 0161 941 2237 to place your order by phone or mail order.

How do I place an order
Shopping on the Girlguiding Online Shop couldn’t be easier! If you’re placing an order for the first time, here are the steps you need to follow:

1. Browse our products to find the items you wish to purchase. You can browse in a number of ways:
• Browse by product categories using the navigation on the left hand side of the page, or
• Search for items using our product search facility, where you can enter a product code, word, phrase or combination of words to find products that fit your criteria.
2. Add the items to your basket by clicking on ‘add to basket.’ If you know the product code you can use our ‘quick buy’ facility – where you can add items using the four digit product code (as found in the Guiding Essentials catalogue).
You can check which items are currently in your basket with our handy ‘mini basket’ feature which appears on the right-hand side of every page. If you click on ‘mini basket’ this will take you to the ‘your basket’ page where you can amend your order.
3. Once you have added all of your products to your basket, go to ‘your basket’, check the items and quantities (and adjust if necessary) and then choose the country you wish your order to be delivered to, and click on ‘proceed to checkout’.
4. Complete all of the information on the ‘checkout’ page, including your personal information and debit/credit card details.
5. When you press ‘submit your order’ and order confirmation will be shown with your order reference and details. This will also be emailed to you.

How do I find my nearest Shop, Volunteer Shop (Depot)?"
You can either visit our Shop Locator page,  or telephone Trading Service on 0161 941 2237.

I don't live in the UK, can I place an order?
Currently orders can be placed online for a limited selection of counties,simply register and place your order.  It is hoped that a wider selection of countries will be available soon.  If the country you reside in is not on the drop down list you can still place an order via the telephone.  If you have not shopped with us before you may find it helpful to firstly email your name and address to overseasorders@girlguiding.org.uk so that an account can be set up for you ready for when you phone with your order.  
Postage will be charged on an individual basis according to weight, size and country to be delivered to (minimum cost £4.50).  A £0 postage charge when you place your order indicates that a postage price will be emailed to you for your approval.
Please note if you order goods from our site for delivery outside the UK, they may be subject to import duties and taxes.  We have no control over these charges.  For further information please contact your local customs office before placing your order. For further details please see Delivery and Returns

How do I view and update my account details?
You can simply log in to your account via the "my account" page where you can see your personal details and order history. You can also update your delivery addresses and personal details.
To log into your account you will need the email address you used to register when you placed your first order, and your unique password. If you have forgotten your password, you can request a reminder.

Do prices include VAT? 
Yes, all prices shown on the Girlguiding online shop include UK VAT (Value Added Tax) at the appropriate rate. Currently this rate is 20.00%.

How can I get a copy of the Guiding Essentials catalogue? 
You can browse the current catalogue by following this link or to request a paper copy, please ring Trading Service on 0161 941 2237.

How do I get a VAT receipt? 
When your order is delivered you will receive a sales invoice that includes all of our VAT information.

What should I do if my credit/debit card was refused when placing an order? 
Please check your card number and card expiry date and try to enter it again.
If the problem persists please try a different card if possible.
If you are still experiencing difficulties, please contact our sales advisers on 0161 941 2237.

What should I do if I cannot place an order?
Please check your browser settings by referring to your browsers online support. 
If the problem persists try a different browser if possible.
If you are still experiencing difficulties, please contact our sales advisers on 0161 941 2237.

What should I do if I cannot log into my online account?
Please check your browser settings by referring to your browsers online support.  Sometimes computer/ browser updates alter settings such as compatibility which can affect your user experience.
If the problem persists try a different browser if possible.
If you receive a message saying that your account is locked or are still experiencing difficulties, please contact our sales advisers on 0161 941 2237 or via email tradingshop@girlguiding.org.uk.