About Us | Guide Dogs Shop

Guide Dogs is one of the UK's best known and best-loved charities, providing life-changing support to people with sight loss. When you buy your cards and gifts from Guide Dogs Shop, the Guide Dogs' online charity shop, you are helping to change the lives of blind and visually impaired people.

We've got a great range of fun and fabulous gifts, stationery and homeware for you and your loved ones (and the dog!), including products available exclusively from Guide Dogs. Shop with us knowing that 100% of profits go to Guide Dogs to improve the lives of blind and partially sighted people in the UK.

Guide Dogs Shop Status Update - 8th December 2020

Due to unprecedented demand, we are sorry we are not currently taking orders for physical gifts online or over the phone. We sincerely apologise for any inconvenience this may cause. Our full range of virtual gifts is available to browse and purchase online.

Please be aware that Guide Dogs is closed from Christmas Day until Monday 4th January. If you have a query about your order during this time, our customer service team will be available on 0345 143 0197 at the following times:

Tuesday 29th December 9am – 5pm

Wednesday 30th December 9am – 5pm

Thursday 31st December 9am – 5pm

We would like to express our sincere gratitude to all of our supporters for your patience and understanding this year, and we would like to wish everyone a very happy Christmas.

If you have any questions you can still contact our friendly customer service team by e-mail at shop@guidedogs.org.uk or by phone on 0345 143 0197. To help us with any questions or queries regarding your order efficiently, please provide as much details regarding your order as possible.

Please note, due to the number of order enquiries we are receiving, there may be a delay in answering your query.

Thank you very much once again for your patience and understanding at this difficult time.

100% of profits from the purchases you make on the Guide Dogs Shop go towards our amazing cause, enabling Guide Dogs to help people with sight loss live the life they choose. Read more at Guidedogs.org.uk How Your Money Is Helping.

Guide Dogs and the imapct of Cornavirus

Coronavirus has had a huge impact on Guide Dogs this year and we have had to make a lot of changes to our operations. Read more about the changes to Guide Dogs services and fundraising at Guidedogs.org.uk/Covid19.

We are working closely with our fulfilment partner and suppliers to ensure we are operating safely during the pandemic and following all relevant government guidance.

Guide Dogs Shop FAQs

 

Will the disruption caused by Covid-19 impact my order?

We are working hard to ensure the products you want to buy are available and deliveries are made in a timely manner despite the disruption to our supply chains.

We will fulfil your order, but we are currently experiencing significant delays (see above) so please bear this in mind when you place your order. Thank you very much for your patience and understanding.

What if something I want to buy isn’t available?

Unfortunately, the ongoing situation with Coronavirus has affected the supply of some of our products, we’re sorry about this.

As of 8th December, due to unprecedented demand during this Christmas period, we are no longer able to take orders for physical gifts online or over the phone. We sincerely apologise for any inconvenience this may cause.

What if I've placed an order before the 8th of December 2020?

We are working to fulfil all outstanding orders as soon as possible. We are aware that lots of customers are waiting for orders, but please be assured that if there is a problem with your order we will be in touch. If you don’t hear from us, your order will be dispatched in time for Christmas.

Will my delivery be affected because of Covid-19?

The carrier we use for most of our deliveries is Royal Mail. Read more about how Royal Mail are keeping us safe and connected during the Coronavirus pandemic, at Royalmail.com/Coronavirus

It has recently come to our attention that some of our customers awaiting deliveries have been notified about failed delivery attempts from DPD. Our fulfilment provider has informed us that they do not use DPD for any deliveries and this could be a phishing scam. You can read more about this from DPD’s official website here.

What is the returns policy for any products ordered as a gift?

If you are not happy with your purchase, please contact us via phone or email to arrange its return to us. Any unwanted products need to be unused and still in its original packaging and returned within 30 days of receipt for a refund or replacement (this does not affect your statutory rights).

If we make a mistake on your order, we will advise you of a Freepost address to return the unwanted item. On receipt, your credit card will be credited for the value of the products purchased.

For products purchased as Christmas Gifts from September 2020 onwards, we will accept returns on products ordered up to January 31st 2021 for the following:

  • For any unwanted gifts still sealed in its original packaging
  • For any incorrect sized clothing products providing they are still in a re-sellable condition

As with our standard returns policy, please contact us first to request a replacement or refund via our phone line or email.

Guide Dogs Shop Satisfaction Guaranteed!

 

Your satisfaction is our priority. Our friendly team are always on hand to help - plus we promise you a no quibble guarantee. So you can shop with confidence at Guide Dogs Shop. If you want to ask a question or order by phone please call 0345 143 0197.

Standard P&P is £4.99. For our Christmas 2020 catalogue, spend over £40 and get free delivery. Free delivery offer excludes virtual gifts, postage and packing and donations. Other expedited postage options are available at additional costs.