On Demand Printing - FAQs

Ordering an ‘On Demand’ Product

We have introduced additional product lines using an ‘On Demand’ print service. That means they are made just for you – at the point you order them giving us the opportunity to offer you a wider choice of styles and colours. Every item that uses this service has a special icon on it.

We have put together this information for when you buy products using this new on demand service.

Payment

If you have purchased both an on demand printed product as well as a product/s from the rest of our range, one combined payment will be taken for these (including P&P). If you have any queries regarding your payment, please contact our Supporter Care Team on 0300 303 9888.

Delivery

Service Updates from Royal Mail today

** 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. **

If you have purchased a product that is being created by our on demand printing company, this will be sent untracked but will arrive with you within 5-7 working days. Some products may take a little longer to deliver and will be with you within 10-12 working days, where this is the case we will make it clear on the product page.

The shipping label on your parcel will not mention Help for Heroes. The sender will be the name of the print on demand company. 

If you have purchased both an on demand printed product as well as a product/s from the rest of our range, please note that postage and packaging will be combined for these at the usual rate of £3.95 for delivery in the UK, £7.50 for Europe and £20 for the Rest of the World.

These goods will be delivered separately as they are dispatched from two different warehouses.

We continue to aim for all orders within the UK to arrive within 3-5 working days from your date of purchase, 1-2 weeks for Europe and 2-4 weeks for the Rest of the World.

For more information about our delivery services, please follow this link to the Delivery Information page: Delivery

Returns

Please do not return Print-On-Demand items.

If you receive your Print-on-demand product and believe that the wrong item has been sent or the item is faulty, please contact our Supporter Care Team on 0300 303 9888. It is likely that they will ask you to take a photo of this and they will be happy to arrange for a refund to be issued to you or for an exchange to be sent.

For more information on our Returns process, please follow this link to the Returns Page: Returns and Refunds