FAQs
Frequently Asked Questions
Which payment methods can I use to order online?
We take all major debit and credit cards except American Express, and online orders can also use PayPal.
Can I pay by cheque/postal order?
We would always advise that you order using credit/debit card or Paypal via our secure website (or by calling Customer Service on 01725 513212), as prices and stock availability may change in the time it takes for us to receive your cheque. If cheque or postal order is your only method of payment however we would be delighted to accept your order.
Please ensure order requests contain your full name, delivery address and a contact telephone number in case there are any problems fulfilling your order, and send this along with a cheque made payable to Help for Heroes Trading Ltd to the following address:
Help for Heroes
14 Parker’s Close
Downton Business Centre
Salisbury
Wiltshire
SP5 3RB
Please note that for all UK orders under £40 a postage and packaging charge of £3.95 will need to be added to your cheque.
The current selling price of items will be applied to your order based on the date payment is received.
Do you offer a gift service?
We don’t currently offer a gift-wrap service, and we cannot remove the sales order paperwork from the parcel. This means if you choose to send direct to the recipient they will be able to see the cost of the items. We would advise you to give the recipient advance warning of their gift arriving so that it is not mistaken for an invoice.
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. Unfortunately we simply do not have the time or facilities to individually weigh each product to create a customised postage cost for each order. While this may not be ideal in all cases, for those that order heavy and bulky items it ends up being extremely good value for money! All orders over £40 have free postage and we occasionally have free postage offers so it is always worth signing up to our newsletter via the shop homepage.
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.
Do you ship overseas?
We can ship to virtually any address in the world. However, please note that there are restrictions on some products, and some products cannot be shipped to international destinations, for example, golf umbrellas and dog cushions. 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 £15.00 for the rest of the world.
Please note we are unable to guarantee the delivery time frame for international orders. We send either via Interlink Express or Royal Mail depending on the weight, size and value of the parcel who will pass on to a local carrier in the country. On average EU orders take between 1-2 weeks and Rest of World orders take between 2-4 weeks.
Does the order value include VAT?
VAT is included in the price of all items where applicable. There is no VAT for items being shipped to international destinations.
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. A free returns label will be included with your order however, or please see our cancellation policy on the ‘Returns and Refunds’ section.
How long will it take for me to get my order?
Our standard shipping time is 3-5 working days for UK deliveries. 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.
Do you do next day delivery?
Yes we do! Order by 1pm Monday-Friday for delivery the next working day. The cost is £7.50. Please note weekends and bank holidays are not considered working days, so orders placed on a Friday will not arrive until Monday. Next Day Delivery is not available in certain areas - please visit the 'Delivery' page for more info.
How will my order be shipped?
For all UK orders under £20 we ship via First Class Royal Mail. For all UK orders over £20 we ship via DPD Local. International orders are sent via International Royal Mail or BFPO if applicable. Any parcels containing alcohol gift sets will be sent via Royal Mail Tracked 24 service, regardless of price or service selected.
Can I track my order?
Once your order has been shipped you will receive an email confirming this. If it was over £20 and therefore sent via DPD Local, you should receive a tracking number in your ‘shipped’ confirmation email. To track your order via DPD Local please go to http://www.dpdlocal.co.uk/. Alternatively if your order contained an alcohol gift, and therefore was sent via Royal Mail Tracked 24 service, to track your order please go to https://www.royalmail.com/track-your-item. Unfortunately we cannot track orders via First Class Royal Mail.
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.
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 my order hasn’t arrived after 5 working days?
If your order is still showing as awaiting fulfilment after 5 working days, please call the Customer Service Team on 01725 513212 and they can update you on its progress. Please note that weekends and bank holidays do not count as working days.
When is an order sent via Royal Mail officially considered ‘lost in post’?
Royal Mail will not consider something as officially ‘lost in post’ until 10 working days since the date of dispatch have 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.
What if an item is missing from my order?
If an item is out of stock there will either be a note enclosed with your order or the item will not show on the dispatch note. In either case we will have to refund you and will endeavour to contact you once this has been done. If no note is enclosed and the item is showing on your dispatch note this may be a warehouse error so please contact us on 01725 513212 or shop@helpforheroes.org.uk and we will investigate.
What do I do if an item arrives damaged or incorrect?
Please see the ‘Returns and Refunds’ section.
How do I return an item for an exchange or refund?
Please see the ‘Returns and Refunds’ section.
Do you do wedding favours?
To show your support on your special day (or any other occasion), the Charity can supply donation cards to share the news with your guests about your donation. Adding the Help for Heroes Flag Lapel Pin also provides an ideal party favour. For more information please go to http://www.helpforheroes.org.uk/donate/donate-on-your-special-occasion/. If you are looking to purchase particular items from the H4H shop as wedding favours you are more than welcome to do so, however we are unable to offer bulk order discount.
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 a catalogue?
First launched in September 2013 and we now have a quarterly magazine/catalogue. Please email shop@helpforheroes.org.uk to be added to the mailing list
or
view the latest issue online at the following h4hcmsstorageprod.blob.core.windows.net/publications/Catazine/Spring-2017/index.html
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.
Do you offer discount on your products?
The aim of H4H 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.
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 a ‘back in stock’ date isn’t showing on the website please email shop@helpforheroes.org.uk and we can advise you when it will be available to order.
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.