Terms and conditions
Delivery
We aim to dispatch within 48 hours of receipt of your order and most items are delivered within 3-5 working days (often sooner) but please allow up to ten working days for delivery. All orders are sent by Royal Mail (second class) tracked service and you'll receive email updates with your delivery status. If Royal Mail cannot deliver your order because no one is in, a card will usually be left giving instructions on how to arrange redelivery or collection of your items.
If you need your items for a specific event / occasion or require a faster or alternative delivery method please contact us before you place your order.
We are unable to send orders outside of the UK and Channel Islands unless previously agreed.
When payments are processed by PayPal you DO NOT need a PayPal account to pay. When you get to the checkout page please select the option to ‘pay with credit / debit card’ if you don’t have a PayPal account.
Your delivery address can be different to your PayPal billing address, enabling you to arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If Royal Mail cannot deliver your order because no one is in, a card will usually be left giving instructions on how to arrange redelivery or collection of your items.
Problems with your order and how to contact us
If you have any queries regarding an online order or if you have not received your order after 10 working days please email fundraising@thebromptonfountain.org.uk or call 03300 229291. Please remember to quote your order number when contacting us.
We take a great deal of care when packing orders to ensure that the items you have purchased arrive in good condition. However, occasionally goods do become damaged in transit. In this situation please contact us (quoting your order number) and we will arrange for your item to be replaced. You will be sent a prepaid label to return the damaged items.
Refunds and returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit / debit card or original method of payment, within five working days.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at fundraising@thebromptonfountain.org.uk and return your item to:
The Brompton Fountain, Royal Brompton Hospital, Sydney Street, London, LND, SW3 6NP, United Kingdom.
To return an unwanted product for a refund (within 30 days), please return it above address.
You will be responsible for paying for your own postage. Postage costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Please obtain proof of postage when sending any items back to us.
The above does not effect your statutory rights.