FAQs

Ordering from the Girlguiding online shop is simple and straightforward. Here’s how to get started:

1. Find what you need
   Browse by category using the menu on the left, or use the search bar to look up a product name, phrase, or code.

2. Add to your basket
   Once you’ve found what you’re after, click ‘Add to basket’. If you already know the product code, try our ‘Quick buy’ option to speed things up.

3. Check your basket
   You’ll see a mini basket on the right of every page — click it to review or update your order.

4. Ready to go?
   Head to ‘Your basket’ to double-check your items and choose your delivery country. Then click ‘Proceed to checkout’.

5. Fill in your details
   Enter your delivery and payment information on the checkout page.

6. Confirm your order
   Click ‘Submit your order’. You’ll see a confirmation screen with your order reference, and we’ll also email you the details.

Once your order’s placed, it goes straight into our warehouse system — so we’re not able to make any changes.

If you ordered something by mistake, don’t worry. Just return it to us and we’ll sort out a refund for you.

Once your order’s placed, it goes straight into our warehouse system — so we’re not able to make any changes or cancel it.

If you ordered something by mistake, don’t worry. Just return it to us and we’ll sort out a refund for you.

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 our Contact us form. 

There’s a number of reasons that you might be having trouble placing an order. Often, the problem is caused by the settings in your browser, so please refer your browsers online support or try a different browser.

If you are still experiencing difficulties, please contact our sales advisers on 0161 941 2237.

The online shop accepts Visa and MasterCard credit and debit cards.
Your credit/debit card will be charged immediately when you place an order online.

Please check your card number and card expiry date, and try to enter the details again. Please note, cards need to be registered against your account billing address.

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.

Yes. Girlguiding doesn’t hold your details. We use a trusted internet payments company, who are used by many UK companies, to process the credit/debit card payments. These details are processed safely and securely at the time that you place your order.

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.

Please note, if you are a UK resident using a UK issued credit 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. Please contact your card issuer for more details.

You can email us with your query by completing our contact us form.

Alternatively, if you would like to talk to one of our advisers, you can call us on 0161 941 2237, Monday to Friday between 9am and 4.30pm. Please note on Tuesdays we are closed for staff training between 9.30am and 10am.

If you wish to contact us outside of these hours, you can email us by completing our contact us form or call us on 0161 941 2237 to leave a message on our answerphone. We will do our best to respond to your query on the next working day.

If you have a promotional code, please enter this in the designated box when viewing your basket. You will need to press ‘Apply’ once you have typed in your code to see it added to your order. If you are seeing an error message please ensure that you have entered the code correctly, it is case sensitive.

Your debit/credit card will be charged immediately when you place an order online.

If you have a volunteer membership number, when you are logged onto the online shop enter the details in the ‘My account’ under the ‘Personal details’ section. You will then see an extra tab in the badges section showing registered badges available to order.

For bespoke badges, please email orders and queries to bespoke@girlguiding.org.uk.

For bespoke clothing, or joint bespoke clothing and badge orders, you can email orders and queries to bespokeclothing@girlguiding.org.uk.

For personalised flags and banners, please email orders and queries to flags@girlguiding.org.uk.

Order tracking links are generated as soon as order information is passed to the courier network, however sometimes the initial progress of a parcel in the courier network is not updated until early evening on the day of the order dispatch. Please check the tracking link later in the day when you receive the email.

Please contact us immediately via our contact us form. We will investigate the problem with the courier on your behalf. 

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 office.

You can then call to arrange an alternative delivery date or to collect the parcel directly from your local depot.

In some cases according to local arrangements, they may leave your parcel with a neighbour.

Please contact us immediately on 0161 941 2237 or complete our Contact us form and quote your order reference number. We will investigate the problem on your behalf.

Claims for shortages or damage(s) must be made (preferably by email) and received by Girlguiding within 7 days of delivery of the order.

You can simply log in to your account via the "My account" page where you can see your personal details and online 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.

Currently orders can be placed online for a limited selection of countries, simply register and place your order. 

If you have any issues please email overseasorders@girlguiding.org.uk or phone +4416194 12237 between GMT 9am to 4.30pm Monday to Friday.

You can order up to 30 badges with a postage cost of £8 which will be sent by Royal Mail International Trackable. 

Postage on other items will be charged on an individual basis according to weight, size and country to be delivered to with a minimum cost £8. A £0 postage charge will be applied when you place your order online and 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 on this, please contact your local customs office before placing your order.

For further details, please see Delivery and Returns.

Orders can be placed to go to BFPO addresses. In line with Post Office recommendations for sending a parcel to a member of HM Forces, please ensure that the delivery details below are quoted for any orders:

• the recipient's number, rank and name
• the sub-unit, unit and BFPO number
• the address quoted is c/o the Forces member if the order is for a member of their family.

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%.

When your order is delivered you will receive a sales invoice that includes all of our VAT information.

Please visit our Shop locator page for information.

Volunteer shops/agents are run by Girlguiding volunteers and all the profits made from sales are used to support local guiding. They are not to be confused with high street school-wear retailers, who sometimes sell our items, that are commercial businesses

Girlguiding operates one high-street shop in London and three in Scotland in Edinburgh, Glasgow and Aberdeen. The net profits from these shops also support guiding. Check out our shop locator for details.

We operate an order quantity policy to ensure fair and sustainable shipping practices. We reserve the right to limit the quantity of items per order based on postage costs. This helps us manage shipping expenses—particularly in cases where we are offering free or clearance items —and ensures we can continue providing value to all our customers.

If you would like to check before placing an order please contact us using our contact us form.