FAQs

Who dispatches my order and when can I expect it? 

We work with a range of carefully selected partners to provide the products listed on our online shop. If you order more than one product, they may be delivered by different partners, at different times. 

Please allow up to 30 working days, excluding bank or public holidays in England and Wales, from the dispatch date for your order to reach you. Deliveries to the Highlands and Islands, Channel Islands, Isles of Sicily, and Isle of Man may take longer. 

Do you offer international shipping? 

Sadly, we do not currently ship outside the UK. However, we do deliver to all parts of the UK, including the Isle of Man.

Can I return my order? 

If you want to return a product to us, please contact shoponline@redcross.org.uk and we will process the return or put you in contact with the relevant third party. The returns procedure will differ depending on which product has been purchased.  

All products returned must be unused (this includes being washed or worn) and have all the original packaging and labels attached. Unfortunately, we can’t accept any items that fail to meet these criteria. 

If you simply no longer want the product you ordered, you will need to cover the cost of returning the product to us and we will not refund your original delivery charge, unless you have exercised your right to cancel the contract under the Consumer Contracts Regulations. 

Please make sure you arrange a suitable collection date for bulky items.

What methods of payment do you accept? 

We accept payment by Visa, Mastercard, American Express and debit/credit cards except Diners Card. We cannot accept payment by cheque for orders made online. 

Are payments secure? 

Payments are handled securely by Shopify Pay, a payment system that uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data. No payment data is shared with the British Red Cross or our partners.  

Is the website safe? 

The British Red Cross Store website is certified Level 1 PCI DSS compliant, which means it's secure and legitimate.  

What will you do with my data? 

We will use the information you provide us with to process and send your order. Your data will be shared with our fulfilment partners, but not for any other purpose. We will not share your details with any third parties. 

Where does the money go? 

All profits from products sold on this website, will help fund the work of the British Red Cross.

If you have any concerns about your order, please contact shoponline@redcross.org.uk.

Can I donate my used Mobility Aids items to the British Red Cross?

Most of our outlets are not currently accepting donations. 

However, to find contact details and opening hours for your nearest Mobility Aids spoke or hub and speak to our teams there about locating a suitable home locally for your pre-loved items, visit https://www.redcross.org.uk/get-help/borrow-a-wheelchair/find-your-local-wheelchair-service or email  MASenquiries@redcross.org.uk.