Delivery and Terms

The Guide Dogs Shop is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us by clicking on 'contact us' in the footer section of this page.

Our Contact details:
Guide Dogs Shop

PO Box 18

Melton Mowbray

LE13 1ZF

To place an order, ask a question about an existing order, or for any other enquiries please call our friendly customer care team on 0345 143 0197. You can call our customer care team during the following hours:

Monday - Friday, 8am - 9pm.

Saturday and Sunday, 9am - 6pm.

MAKING A PURCHASE ONLINE

Making a purchase this way could not be easier. Just browse our store, and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will then be asked to enter a few details that we require to be able to complete your order.

We accept debit and credit card payments which include Maestro, Mastercard, Visa and Visa Debit.

PROMOTIONS AND DISCOUNTS

Unless otherwise stated, the following items are not included in any promotion or discount offered by the Guide Dogs Shop. 

  • Items already reduced on sale

  • Postage and Packaging

  • Donations

  • Virtual Gifts

CANCELLING AN ORDER

Guide Dogs Shop strives to process your order immediately after checkout so you can receive your goods as soon as possible. Once you have hit the purchase button at the checkout we will begin to process your order. If you decide after checkout that you would like to cancel your order, please call 0345 143 0197. If you call or email within 24 hours your credit card will be credited for the entire purchase price and the cost of standard postage, provided that you refuse delivery and "Return to Sender" when the order arrives. If you do not contact us within 24 hours to cancel, we will not be able to refund your postage charges.

If you are not happy with your purchase, please return it to us, unused and in its original packaging, 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.

DELIVERY AND POSTAGE

Your order will be processed promptly and we aim to deliver within 7 working days of receiving it when all stock is available. There may be occasions when products are temporarily out of stock. In order to ensure that you receive your order, we will hold the whole order for no longer than 21 days.

Standard delivery is £4.99 and this can take between 5-7 working days to be delivered.

We also offer Express Delivery at £8.99 for orders received before 1pm, Monday to Thursday. This takes between 1-2 days to be delivered.

Finally, we offer Next Day Delivery at £12.99.

Orders are dispatched with Royal Mail or Parcel Force. We do not use any other couriers at this time such as DPD.

We make every attempt to supply your complete order. If part of your order is unavailable and you have paid by cheque or postal order and the amount due back to you is £5 or less, we will apply a credit voucher to your Guide Dogs Shop account which can be used within 12 months. This is due to administration costs. Alternatively, you can request a refund by calling 0345 143 0197.

We regret that we are unable to deliver to PO Box addresses.

Free postage and packaging offers are only valid for deliveries to a UK address.

Standard delivery charges for all orders other than Virtual Gifts

Our delivery charge is £4.99 for mainland UK deliveries – any profit from our postage charge goes straight back to charity. All handling, post and packaging are included in the cost.

Virtual Gifts delivery charges

There is no delivery charge for Virtual Gift e-cards.

For combined orders from the Guide Dogs Shop and Virtual Gifts, you will only pay the standard delivery charge.

VIRTUAL GIFTS TERMS

While we try to use all monies paid towards the purpose of the Virtual Gift, we reserve the right to use it wherever the need is greatest.

OVERSEAS ORDERS

Unfortunatley, we do not deliver overseas at this time.

PERSONALISED AND DIRECT DELIVERY GOODS

Direct Delivery and personalised goods come directly from our supplier, they may take up to 28 days to reach you and they will arrive in a separate parcel. Please remember to complete the personalisation section unless otherwise stated, if no personalisation is required please leave the checkbox un-ticked. Unless you specify otherwise personalisation will be reproduced exactly as you write it i.e. all capitals, all lower case or a mixture of both.

Personalised goods cannot be cancelled after 48 hours of the order being received by us.

MAKING A COMPLAINT TO GUIDE DOGS SHOP

Our friendly, knowledgeable customer care staff are always happy to help if you have any concerns or complaints and can be reached on 0345 143 0197 or email shop@guidedogs.org.uk or via the contact us form online.