frequently asked questions
Payment
Which payment methods can I use to order online?
Which payment methods can I use to order online?
We can take payments by all major debit and credit cards including American Express, PayPal, Google Pay and Apple Pay.
Can I pay by cheque/postal order?
Can I pay by cheque/postal order?
Orders can only be placed via our website shop.helpforheroes.org.uk using a valid email address and payment can only be taken by major debit and credit cards including American Express, PayPal, Google Pay and Apple Pay.
Does the order value include VAT?
Does the order value include VAT?
VAT is included in the price of all items where applicable. If you require a VAT invoice please request this via Customer Service.
Delivery
What do I do if my order hasn’t arrived?
What do I do if my order hasn’t arrived?
If you have not received your order within 10 working days, please email us at shop@helpforheroes.org.uk. We aim to respond within 1 working day.
Royal Mail will not consider something as officially ‘lost in post’ until 10 working days since the date of dispatch has passed. This is because in the majority of cases the parcel will turn up – either delayed by Royal Mail, signed for by a neighbour, or left at the depot to collect. We suggest you explore these methods while you wait the 10 working days as unfortunately we cannot process a claim until this period is up. At the point of us raising a claim with Royal Mail, we can either arrange to issue you with a refund or re-dispatch the order to you.
Please note that weekends and bank holidays do not count as working days, and check the Delivery page under Useful Links at the bottom of the page for any service delay notices.
Can I track my order?
Can I track my order?
Once your order has been shipped you will receive an email confirming this. To track your order, please go to: https://www3.royalmail.com/track-your-item
How long will it take for me to get my order?
How long will it take for me to get my order?
Our standard shipping time for non print-on-demand items is 3-5 working days for UK deliveries. Print-on-demand items may take 7 - 12 days depending on the item. Please check the Delivery page under Useful Links at the bottom of the page for any service delay notifications. Overseas and BFPO post may take a little longer depending on how quickly international post is shipping. Please note that weekends and bank holidays do not count as working days.
Does the postage cost the same even if I only want one wristband?
Does the postage cost the same even if I only want one wristband?
Yes - like most mail order companies we have to set a blanket P&P charge regardless of the weight and size of your order. All orders over £35 have free postage and we occasionally have free postage offers so it is always worth signing up to our promotional emails / newsletter via the shop homepage.
Do you ship overseas?
Do you ship overseas?
**Please note that we can only ship to International destinations outside of the EU at the present time. We are currently not taking orders to be shipped to EU countries. We are working on the issues with EU shipping and hope to have these resolved soon. Please check our Delivery Page under Useful Links at the bottoms of this page for further updates.
We can ship to virtually any address in the world. If you order products from our site for international delivery, your order may be subject to import duties and taxes which are applied when the delivery reaches its destination out of the UK. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. The postage cost from the H4H website is £7.50 for EU countries and £20.00 for the rest of the world.
How will my order be shipped?
How will my order be shipped?
For all UK orders we ship via Royal Mail tracked services. International orders are sent via International Royal Mail or BFPO if applicable.
Do you offer a faster delivery service than 3-5 days?
Do you offer a faster delivery service than 3-5 days?
Yes. You can choose our UK Express (aims to deliver within 2 working days) service.
This service aims but does not guarantee delivery within 2 working days, if the order is placed before 1pm. This option utilises Royal Mail's "Tracked 24" service". A very high percentage of these deliveries are achieved to most areas of the UK mainland the next working day. The charge for this is £7.50.
Please note weekends and bank holidays are not considered working days, so orders placed on a Friday before 1pm will not arrive until Monday. Orders placed after 1pm on Friday using this service will aim to be delivered by close of the following Wednesday.
For more information, please visit our Delivery Page under Useful Links at the bottom of the page.
Can I send an order to British Forces Post Office (BFPO)?
Can I send an order to British Forces Post Office (BFPO)?
If you are serving or on operations abroad then your order will need to be sent to a British Forces Post Office (BFPO) address. To ensure safe delivery these addresses must be input at the checkout in a specific format using the postcode look up function.
First name & Last name: please do not include your service number or rank in these field as they will be input later.
Please use the postcode finder by inputting the postcode that relates to your BFPO number, or type your BFPO number into the Postcode field for a drop down list. For a list of BFPO locations and their corresponding postcodes please click here (https://www.gov.uk/government/publications/british-forces-post-office-locations). This will populate some address fields, but to ensure it reaches the recipient you will then need to manually type in the below information.
Standard format for service personnel
Address line 1: Service Number, Rank and Name
Address line 2: Company
Town/City: Regiment
Postcode: BFPO Postcode (eg: BF1 0AB)
Country: United Kingdom
Standard Format for service personnel dependants
Address line 1: C/O Service number, Rank and Name
Address line 2: Unit or Regiment
Town/City: Operation name (if applicable)
Postcode: BFPO Postcode (eg: BF1 0AB)
Country: United Kingdom
If you have any issues inputting a BFPO address please contact Customer Service before placing your order. Any addresses input correctly will still be despatched and may become lost in post.
Why do I have to pay postage if I’m sending the order to a BFPO address?
Why do I have to pay postage if I’m sending the order to a BFPO address?
Shipping to a BFPO address is only free of charge for personal orders. As we are a Trading Company, we are still charged to post this from our warehouse to the BFPO depot.
Orders
Can I amend my order once it has been placed?
Can I amend my order once it has been placed?
Unfortunately once an order has been placed we are unable to stop it from going to our offsite warehouse dispatch system, therefore we cannot change addresses or products on your order. Please see further information on our ‘Returns and Refunds’ section.
My order status is ‘Unfulfilled’. What does this mean?
My order status is ‘Unfulfilled’. What does this mean?
Unfulfilled means we have received your order and it is being processed by the warehouse. This will not change to ‘fulfilled’ until it has physically left us and we update your account to reflect this.
What do I do if an item arrives damaged or incorrect?
What do I do if an item arrives damaged or incorrect?
If a product is found to be out of stock at our warehouse after your order has been processed, we will be informed of this by the warehouse company and will aim to refund you as soon as possible and in most cases, before the rest of your order arrives.
If there are items missing from your delivery and you have not already been refunded by us, please contact us via email at shop@helpforheroes.org.uk
How do I return an item for an exchange or refund?
How do I return an item for an exchange or refund?
Please see the Returns and Refunds section under Useful Links at the bottom of the page.
Can I backorder an item that is currently out of stock?
Can I backorder an item that is currently out of stock?
We are unable to place backorders for items that are showing as unavailable to purchase online. If you see a product that is showing an out of stock message, please email us on shop@helpforheroes.org.uk stating the product name and size (if applicable) you are interested, we will notify you once this is back in stock.
What if an item is missing from my order?
What if an item is missing from my order?
Fill in the text content of the collapsible item here. You can provide details and explanation for the question here.
General
What does it mean when a product says 'On Demand'?
What does it mean when a product says 'On Demand'?
We offer an on demand service for a range of products on our website. These products come from a different warehouse to our usual lines, please see the On Demand FAQ's under Useful Links at this bottom of the page for more information on this service.
Do you offer a gift wrapping service?
Do you offer a gift wrapping service?
We don’t currently offer a gift-wrap service. If your order is going directly to another recipient, please make them aware in advance so that they are prepared to accept the delivery.
How much from each product goes to the Charity?
How much from each product goes to the Charity?
Once production costs of the goods and running costs of the Trading Company are covered, all profit is gifted up to the Charity.
Do you do wedding favours?
Do you do wedding favours?
Help for Heroes Shop don't currently offer a wedding favours service.
Do you do a catalogue?
Do you do a catalogue?
We usually produce a catalogue in autumn / winter. Please email shop@helpforheroes.org.uk to be added to the mailing list.
How do I reset my password?
How do I reset my password?
Please follow the instructions below for resetting your password.
- Go to the login page and click on ‘forgot your password.’
- You will need to enter your email address and should then receive an email with a link in it to reset your password.
If you require further assistance, please contact us by email at shop@helpforheroes.org.uk
Do you offer discount on your products?
Do you offer discount on your products?
The aim of Help for Heroes Trading is to generate as much profit as possible to help offset the running costs of the Charity, so that as much of your donation as possible goes directly to the cause. As such, we are unable to offer discount. However, there may be special promotions or seasonal markdowns at certain times of year to clear slow-selling merchandise, so we would advise you sign up to our newsletter via the shop homepage to be advised of these.
Why do we have a Sale?
Why do we have a Sale?
From time to time, like other retailers, we do need to clear slow selling lines from our range to make way for new merchandise; hence we offer a Sale. The discounts are competitive and we try in all cases to make as much profit as we can for the Charity. All profits continue to be gifted to the Charity to help provide as much support for the wounded, injured and sick as possible.
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