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 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 our Contact us form.
I have a promotional code, how do I use it?
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.
Will my order be affected by Coronavirus (Covid-19)?
Our warehouse is open with additional safety measures in place to ensure a Covid-secure environment. Our priority is getting your order to you as quickly and safely as we can, however there may be some processing delays during this time due to the on-going impacts of Covid-19.
Please also note that Royal Mail are, at times, experiencing service delays due to the ongoing impacts of Covid-19, you can find out more if your area is affected on the Royal Mail service updates page.
For more information, visit our Covid-19 information page.
You can find information about keeping safe during this time on the Girlguiding website
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’ under the ‘Personal details’ section. You will then see an extra tab in the badges section showing registered badges available to order.
How do I order bespoke goods?
For bespoke badges, please email orders and queries to firstname.lastname@example.org.
For bespoke clothing, or joint bespoke clothing and badge orders, you can email orders and queries to email@example.com.
For personalised flags and banners, please email orders and queries to firstname.lastname@example.org.
If I buy something from the Girlguiding online shop, will my credit/debit card number be safe from hackers?
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.
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.
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.
Can you tell me when my order will arrive?
Due to the on-going effects of Covid-19 there may still be small delays in processing your orders during this time. We aim to despatch orders within three to five working days however this may be longer in busier periods such as the beginning or ends of school terms.
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.
Please note that Royal Mail are, at times, experiencing service delays due to the ongoing impacts of Covid-19, you can find out more if your area is affected on the Royal Mail service updates page. 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 informing that the order has been taken to a local parcel shop or give the following options:
- Customer to contact the carrier directly to arrange another delivery date
- Customer to collect from the carriers nearest local site
- 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 email@example.com or call 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 14 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 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 5.00pm. Please note on Wednesdays we open at 9.30am.
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.
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
You can add, edit or remove alternative delivery addresses when you login to "My account".
My order is due to be delivered today - what time will it be delivered?
We are currently unable to confirm the time your order will be delivered.
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.
With the exception of small orders sent by Royal Mail letter post, all deliveries must be signed for.
What should I do if the courier confirms that they have lost my parcel?
Please call us immediately on 0161 941 2237 and quote your order reference number. 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 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.
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 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.
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 firstname.lastname@example.org 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.
How do I place an order?
Shopping on the Girlguiding online shop couldn’t be easier!
If you’re ordering for the first time, here are some helpful steps you may need to follow:
- 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, where you can enter a product code, word, phrase or combination of words to find items that fit your criteria.
How do I find my nearest shop or volunteer shop ?
Please visit our Shop locator page for information.
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 dropdown list you can still place an order over the phone.
If you have not shopped with us before you may find it helpful to email your name and address to email@example.com first 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 on this, 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 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.
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?
To request a copy of the catalogue, please ring Trading Service on 0161 941 2237 or use our contact us form.
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 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.
What should I do if I cannot place an order?
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.
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 firstname.lastname@example.org.