FAQ

If I order from your shop – where does my money go to?

Thanks for visiting our online shop, where 100% of the net profits made from the sale help us continue to provide care and support to all those affected by cancer. Our online shop works with closely selected partners who supply us with products to sell so that we can raise these vital funds.

Which payment methods do you accept?
We accept all major credit and debit cards, Google Pay and Apple Pay. Our payment methods are safe and secure, PCI compliant and encrypted. Unfortunately, we cannot accept cheques through the post as payment.

Can I add a donation to my order?

Yes, you can! When you review your shopping basket by clicking on the bag icon on the top right-hand side, you will see any items you have added. If you then proceed to the checkout page, you’ll find an option to add a donation amount before you complete the transaction. There are some suggested pre-filled amounts, and if you select one it will add to your basket. This will show in the basket and will contribute to your total basket value. 

Do I have to create an account to shop with you?

No, creating an account is optional. You can shop with us and check out as a guest if you prefer, however, creating an account means your order information is stored safely. You’ll also have the option to store preferred payment methods so that it’s quicker and easier next time you want to shop with us!

What if I forget my log in or password details for my account?

If you have previously saved your email and password to create an account, when you go to log in, please follow the instructions on how to re-set your password and or email address. If you still need further help, please contact enquiries@tenovuscancercare.org.uk 

Are my personal details safe?

Absolutely. We promise to respect and look after all personal data you share with us, or that we get from other organisations. We will always keep it safe. We aim to be clear when we collect your data about what we’ll use it for, and not do anything you wouldn’t reasonably expect. We will never sell your personal data to other organisations, and will only ever share it in appropriate, legal or exceptional circumstances. If you want more information on our Privacy Policy, you can click here.

How do I unsubscribe from emails?

You will normally receive dedicated email about your order, such as order confirmation, updates on its tracking etc so that we can give you all the information you need. However, when you check out on the checkout page, you will be offered the chance to stay in touch with us to be kept up to date with our work, activities and ways to get involved. It would be great to stay in touch with you, however if you opt-in to these emails and then would like to unsubscribe or change your preferences, you can just click here

Can I place my order by post or by phone?

Unfortunately not, as our online shop only takes orders on the website. However we do have a friendly customer service team who can help you with any queries once your order is placed – please contact us by email enquiries@tenovuscancercare.org.uk 

Can I cancel or amend my order once it has been placed?

Usually your order will go straight over to the warehouse to be picked and packed if all of your items are in stock. We aim to despatch the next working day, so the chances are we will be unable to make any changes to your order. However, please email the customer service team with your order number and they will see what can be done to help.

What delivery options are there?

We currently send out parcels via Royal Mail and Evri (courier). Your items will usually be despatched within five working days but we aim to despatch them next working day where possible. All parcels, (except those containing cards) are tracked, and you will receive notification of the tracking number. Please note that for certain postcodes (Highlands and Islands) delivery may take a little longer.

Do you ship outside of the UK?

Unfortunately, due to Brexit and the complications and costs of exporting items, we only accept orders to be shipped within the UK (England/Wales/Scotland and NI). If this changes, we will update the website accordingly.

How much does delivery cost?

We have a flat delivery rate for all items of £3.99. This delivery charge provides a fully tracked service to the whole of UK irrespective of product weight or size. The exception to this is any packs of Christmas cards and /or greetings cards where these are sent on a signed for, but untracked service. For all orders with a value of £50 or over, we offer FREE DELIVERY.

Can I return an item if I’m unhappy with it or it’s not suitable?

Yes, you can return an item to our warehouse within 28 days if you’re unhappy with it, or you have changed your mind, however it must be in un-used condition and in the original packaging. Please contact our customer service team to advise us of the return, quoting your order number and the item number. We will then advise you of the address to return the item to, the return will be at your cost. We suggest you have proof of posting or send via a tracked service. Once we have received the item, we will check it and then issue you a refund via the method of payment for the original purchase. Please allow up to ten days for the refund to be returned to you once the item has been received back to us.

The item I have received is the wrong one or is faulty – how do I get a refund/return it?

If this happens, please contact customer services to advise them, quoting your order number and item number. We will carry out some quick checks with the supplier and arrange for a new item to be sent to you. Our customer service team will email you with information on how to return the incorrect or faulty item. Please note that we may ask you to send in some pictures of any fault so we can see the problem.

My order has not arrived or is late – what do I do?

We aim to despatch all orders promptly and you should receive your order within seven working days (mainland) or 10 working days (Highlands and Islands). Please keep an eye on the tracking details provided (all items are tracked except greetings cards). If you have not received your item within this time, please contact customer services here  who will help to find out where your order is.

My product looks slightly different to the photos – why is this?

Sometimes the colour and lighting impact on photos can look different on the screen than in real life, however we try to ensure it represents a true image. Very occasionally the product may have minor changes to its specifications or packaging when it is received from the supplier. If you have concerns, please contact our customer services team.

Can I buy the same products in a Tenovus Cancer Care shop?

Unfortunately not. We have very limited space in our charity shops so we’re not able to stock this extended range. This range is available to buy exclusively from the online shop at the moment. However, by shopping with us online you are still helping the charity as 100% of the net profits of the sale go to help those affected by cancer and provide funds for our vital services.

What is a virtual gift and can I send it directly to the recipient?

Our virtual gift range is a form of donation which will go to support the relevant or activity/service detailed. In exchange for the donation you will receive a thank you card by post (blank inside for your own personalised message). This can then be sent onto your chosen recipient. Unfortunately, at the moment we cannot send these cards directly to another address other than the order address, or offer a digital card.