Delivery and returns
Will delivery be affected by Coronavirus (Covid-19)?
Our warehouse closed on 23 March 2020. From Friday 15 May 2020 we re-opened with limited staff and extra safety measures. Our priority will be processing the backlog of orders and getting your Guiding products out to you as soon and as safely as we can. Please note that once despatched, orders may take longer than usual to arrive as our couriers manage the effects of Covid-19 to their services.
For more information, visit our Covid-19 information page.
You can find information about keeping safe during this time on the Girlguiding website
What is the cost of delivering my order?
There is a standard charge of £3.95 (including VAT) towards postage and packing for each order per UK home or BFPO delivery address. For Channel Islands the charge is £4.50 per delivery address.
Express delivery is available at £5.95 for orders placed before 1pm. Orders will be dispatched on a next working day delivery service although delivery cannot be guaranteed. Note orders are mainly delivered Monday to Friday.
Standard delivery is £1.00 for badge-only orders containing 30 or fewer badges.
Deliveries 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 approval.
In some circumstances additional postage brokerage fees are sometimes incurred local to you, in addition to the postage courier fees agreed. We have no control over these charges.
Please note if you order goods from our website 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.
PO Box addresses can be used for small packets only. Non PO Box addresses must be given for larger parcels.
If you are using a UK based shipping company to dispatch your order overseas we advise that you quote any account details you have with the company on the first line of your address.
It would also be helpful if you could forward on a copy of your order confirmation email to firstname.lastname@example.org and specify the account number that needs quoting on your order.
Please note, UK VAT charges will be applicable to any orders delivered to a UK address and then taken out of the country by either a shipping company or personal courier. If export paperwork is provided for an order once it has been shipped abroad, VAT can be refunded to the relevant account.
When will my order be dispatched?
Once we have received your order we do our best to ensure your goods are dispatched from our warehouse within three to five working days. If you place your order over the weekend or on a public holiday, we will begin processing it the next working day.
Please allow up to a further three working days for delivery for orders within the UK. However, at busy times, such as the beginning or end of school terms, your delivery may take a little longer.
Orders dispatched outside the UK will take longer depending on your agreement to postage charges and transport logistics.
How will my order be packaged?
We have a combination of cardboard cartons, padded paper mailers and eco mailers that are made from sugar cane, but mimic plastic. All of our packaging now is as environmentally-friendly as we can make it at the moment, but we are always looking for ways to reduce our impact.
Our padded paper mailers are made from recycled paper fibres and are safe and environmentally responsible. They are designed to keep the contents safe and are unlikely to puncture or tear. They are comprised of 77% of recycled fibres and can be recycled with other paper-based materials. We recommend using the “open here” tab to avoid unsealing the contents of the padding as this may create unwanted mess.
How will my order be dispatched?
Small orders are sent out by Royal Mail letter post. With the exception of the small orders sent by Royal Mail letter post, all deliveries must be signed for.
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.
If signed for delivery is not possible the carrier will leave a card informing that the order has been taken to a local parcel shop for delivery or giving 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.
In the unlikely event that goods are returned to Girlguiding because delivery has not been possible you will be contacted by Girlguiding to obtain instructions for the order:
• If re-delivery is required you will be re charged postage
• If cancellation is required you will receive a full refund including the original postage charge
• If contact cannot be made within five working days (Monday-Friday) the order will be cancelled and you will receive a full refund including the original postage charge
• A customer re order will need to be placed if the goods are still required.
If you have a query regarding delivery of your order, please check our FAQs.
If this does not answer your query, please email us or call our customer services team on 0161 941 2237.
Out of stock items
If any of the items you order are out of stock or no longer available after you have placed your order, we will contact you to let you know.
If you have ordered several items and only part of the order is unavailable, we will dispatch the rest of the goods as normal and your delivery note will then show the out of stock item as ‘to follow’. When stock becomes available it will automatically be sent to you postage free.
Where goods are not available in a reasonable period you will be asked to re-order.
‘To follow’ orders may be cancelled by you at any time. For more details, please see our terms and conditions.
Claims for shortages or damage(s) must be made (preferably by email) and received by Girlguiding within 7 days of delivery of the order.
Girlguiding only sells products that we believe to be of exceptional quality and we hope that you are happy with the items you receive from us.
We understand that there may be situations where you feel unhappy with the items delivered to you and we offer a full refund or exchange policy.
If you are not absolutely satisfied with your purchase, or if you order a garment that proves to be the wrong size, you can return it to us for an exchange or refund within 14 days of receiving it, provided you have told us within a reasonable time of receipt of the goods. We will be happy to exchange it, credit your account or provide you with a refund (excluding postage).
Please see our terms for more information about and eligibility for returning goods.
To return an item please complete the goods return note at the bottom of your delivery note or by writing a letter. Make sure that your account number and order number or your address are quoted, along with the reason for the return and whether you would like an exchange or require a refund. Below are the reason codes for returning of goods:
- Damaged/ Faulty
- Too large
- Too small
- Wrong item received
- Wrong item ordered
- Too long
- Too short
- Poor quality
- Not value for money
- Sleeve length (short/long)
- Wrong size
- Other – please specify
There are a few items that we are unable to exchange or refund unless they are faulty. These exceptions are:
- goods made to your specifications or which have been personalised for you
- audio or video recordings which have been unsealed by you
- newspapers, periodicals or magazines.
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.
If your product has unfortunately arrived damaged, please don't try to return it - just contact us to discuss what to do next by emailing email@example.com or call 0161 941 2237.
Please use suitable packaging appropriate to the size of the returned item. We recommend that you obtain a certificate of postage when you return the goods.