Shipping & Returns
Shipping & Returns Policy
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Last updated: 10/12/25
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Thank you so much for supporting our charity through your purchase. Every order helps us continue our work — and we want shopping with us to be easy and worry-free. Below you’ll find everything you need to know about shipping, returns, and what to expect when you order from our online shop.
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Shipping Information
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How long will my order take?
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We sell a mix of items:
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1. Charity-fulfilled products (items we keep in stock):​ These are usually packed and posted within 5 working days by our small staff team and sent by Royal Mail second class.​
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2. Print-on-Demand (POD) items (made and shipped by our trusted suppliers):
These are created especially for you and normally take 5–10 working days before dispatch.
You’ll receive an email as soon as your order is on its way.
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Please note that delivery times can vary due to postal delays or busy periods.
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Will I get tracking?
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Tracking is available for Print on Demand items, this will be sent by our trusted third party supplier.
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Returns, Refunds & Exchanges
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If something isn’t quite right, we’re here to help. Just get in touch at info@letsbfriend.org.uk and we’ll sort things out as quickly as possible.
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Returning charity-fulfilled items
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Changed your mind? No problem! Let us know within 14 days of delivery. Items must be unused and in their original condition. Return postage is the customer’s responsibility for change-of-mind returns.
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Print-on-Demand items
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Because POD products are made especially for you, we can only accept returns if the item arrives:
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Faulty
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Damaged
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Incorrect
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If that happens, just send us a photo and your order number — we’ll arrange a replacement or refund right away.
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If your item is faulty or incorrect, no matter which type of item it is, please contact us within 14 days of receiving your order. We’ll put things right at no cost to you.
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Non-returnable items
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POD items (unless faulty or incorrect)
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Digital products or gift cards
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Used or damaged items (unless faulty)
Refunds
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Once we’ve received your return (if needed), refunds are normally processed within 7–14 working days back to your original payment method.
Shipping costs are only refunded if the item was faulty, damaged, or incorrect.
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Exchanges
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We’re happy to offer exchanges for charity-fulfilled items, depending on stock.
Print-on-Demand items can only be replaced if faulty or incorrect.
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Missing orders
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If your order hasn’t turned up when expected, please contact us and we’ll look into it. POD items may require a little extra time for investigation with the supplier.
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Need help?
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We’re always happy to assist.
Get in touch at: info@letsbfriend.org.uk