Help

Browse our range of items by visiting our Online Shop.

You can navigate the website using the navigation bar at the top of each page. This includes access to search, help, your shopping bag and all categories within our shop.

To view a product, simply click on any picture to see an enlarged view and other details including a description, sizes and colours. Then simply “Add to Basket” to buy the item.

Once you have everything you would like to purchase added to your basket, click on the Basket icon at the top right of the page.

Enter your name, address and delivery details.

Select your preferred shipping option.

Select ‘Checkout’.

At this point you have the option to add a donation to your order. Your donation will support the ongoing care of patients, their loved ones and the bereaved, provided by St Richard’s Hospice.

Select you preferred method of payment.

Click ‘Place order’.

A confirmation will be sent to the email address provided.

It is not possible to amend your order.

To cancel your order, please contact us using the ‘Contact us’ form below and selecting ‘Cancel my order’. We will contact you to discuss next steps.

Once you have placed your order, you will receive an automated ‘order confirmation’ email within 1 hour, which will include all of the items that you have ordered. You will only receive this email if you have entered a valid email address when placing your order.

Please check your spam/junk folder.

If you have still not received an email, please contact us. 

We offer the following delivery options to mainland UK:

• Standard UK delivery charge of £5.49 using Royal Mail Tracked 24®
• Economy UK delivery charge of £3.99 using Royal Mail Tracked 48®

Items ordered before 12pm Monday – Friday aim to be delivered within 24 or 48 hours, depending on the postage option selected at the time of placing the order. Orders placed outside of these times, will be shipped the next working day.

We currently offer delivery to mainland UK only.

Items ordered before 12pm Monday – Friday aim to be delivered within 24 or 48 hours, depending on the postage option selected at the time of placing the order. Orders placed outside of these times, will be shipped the next working day.

You will receive tracking emails throughout your order journey, which will detail when your items have been despatched and include all of your delivery information.

Delivery times may be affected during times of industrial action out of our control.

All returns must be made using our ‘Returns’ process, by clicking the link below.

We hope you are completely happy with your purchase, but if not you may return some or all of the products in your order for a refund within 30 days of receiving your order. The cost of returning items to us will be deducted from your refund, unless the item is damaged or faulty.

If you do decide to return part or all of your order, simply follow the instructions on the ‘Start my return’ button below.

Once we have received your return we will either refund you using the same method you paid with or contact you for more information.

By using our Returns process, you will be provided with a prepaid postage label to return your item(s) to us.

The cost of returning items to us will be deducted from your refund, unless the item is damaged or faulty.

To be eligible for a refund, your item must be returned unused and in the same condition that you received it. It must also be packaged in a way that means it won’t get damaged during the return process.

You must follow our Returns process in order to get your items back to us.

Once you have returned all or part of your order for a refund we will process your refund within 30 days of receiving your returned items, using the same payment method used when placing your order.

Please allow 30 days from receipt of your return for the funds to appear back into your bank. After 30 days please contact us my emailing [email protected] 

We reserve the right to refuse a refund on unwanted items that have clearly been worn, laundered, used or are not returned in a resalable condition. This does not affect your statutory rights.

We do not currently offer exchanges. You will need to follow our ‘Returns’ process above and place a new order online.

You have the right to cancel your order up to 14 days after receiving the items. The cost of returning your items may be deducted from your refund.

To cancel your order, please contact us using the ‘Contact us’ form below and selecting ‘Cancel my order’. We will contact you to discuss next steps.

If the item was purchased as a gift and shipped directly to you, we will send a refund to the gift giver and they will find out about your return.

The cost of returning the items to us will be deducted from the refund, unless the item is damaged or faulty.

Please follow our ‘Returns process’ to return your item(s) to us.

The cost of returning the items to us will be deducted from the refund, unless the item is damaged or faulty.

If the item was purchased as a gift and shipped directly to you, we will send a refund to the gift giver and they will find out about your return.

If you have a complaint, please Contact us in the first instance, so we can put it right.

You will need to provide your full details.

Email: [email protected]

Write: St Richard’s Hospice Online Shop
Income Generation Department
Wildwood Drive
Worcester
WR5 2QT

Please note, complaints by email should only be directed to the above e-mail address, to ensure they are dealt with as quickly as possible. Any complaints directed to any individual’s email address, may not be handled as promptly.

Alternatively, you can complete your details, selecting ‘Complaint’ in our Contact us form.

If you’ve already spoken to someone about your complaint and they haven’t been able to resolve it, our Complaints Resolutions team can step in. To speed things up, please kindly provide:

• Your name, address and phone number.
• The details about your complaint and your order number.

Email: [email protected]

Write: St Richard’s Hospice Complaints
Wildwood Drive
Worcester
WR5 2QT