Our shop

We highly recommend that you choose to use Royal Mail with a 48hr tracked service, for your orders to all UK addresses. However, we also offer Yodel, which is the more economical choice that we introduced following shoppers' feedback.

However, please note that in our anecdotal experience, there are more frequent issues with Yodel delivery taking longer than expected or not being delivered. Whilst we will do everything we can to support you with these issues, we are not able to provide replacement orders if your order is not delivered by Yodel.

We would recommend, for a more reliable service, using Royal Mail. Orders made using the Royal Mail 48hr tracked service will be replaced if they go missing.

Timescales

We aim to dispatch goods within 2 working days of the order being placed. Please bear in mind that over bank holidays and times of the year when the postal system is particularly busy, there may be delays to your delivery.  Please allow an additional 1-2 business days for delivery on all courier services. No orders will be processed on UK Bank Holidays or over the festive period. Thank you for your understanding. 

International customers

We are pleased to say that we are able to ship a limited catalogue of products (and only leaflets) to the EU, North America and Canada.   Shipping costs are calculated by weight, and we have 2 options available depending on how many leaflets you are purchasing (up to 0.25kg and up to 1.0kg).   

Our leaflets weigh between 0.01 and 0.08kg each.  Shipping is tracked, and delivery is 3 - 5 business days.

Unfortunately, we’re still unable to deliver non-leaflet items outside the UK due to complex tax and customs regulations, which would require third-party support to manage compliance at a significant cost to our small charity. As we can deliver to any UK address, you may be able to have these types of items forwarded to you by colleagues, friends, or family members.

We welcome international members to our charity! As a digital member, you can receive all information directly online. 

Become a member

We want you to be completely satisfied with your purchases. If this is not the case, we accept returns of items, unused and in their original packaging.   As a small charity, we are sorry but we are unable to offer payment for the return delivery costs, only for the cost of the items themselves and their original postage.

Please note: All Emergency Injection kits containing syringes are non-returnable for health & safety reasons, as are syringes and needles that are purchased individually.

How do I request a refund?

To access your customer account, please:

1. Download our Returns form

3. Place your items in their original packaging together with your form within 14 days.

4. Send your package back to our fulfilment provider at the following address:

Thrive Fulfilment
c/o ADSHG
Unit 34
Saddington Road
Fleckney
LE8 8AW

5. Request and hold onto your Proof of Postage. Without this, we cannot be responsible for any items that fail to reach us. We will always try to process returns as soon as they arrive. 

As soon as you submit your order, it goes through to our fulfilment providers, who are very efficient in sending our orders out, and may process your order immediately, within an hour an certainly within 48 hours. 

If you cancel your order it DOES NOT stop your order from being fulfilled.  Cancelling an order is a manual task that is done by us, when we receive a request from you.   If we receive your request before your order has been processed and sent, we can give you a full refund.  

Where you have changed your mind about your order after the point that it has been fulfilled (which may be immediate or within several hours, but always within 48 hours) we will be able to offer you a refund of those items and your postage when we receive the returned items back into our warehouse.

As a small charity, we are sorry, but we are unable, in this situation, to reimburse you for the return delivery costs so please ensure you are certain about what you need before you submit an order.

Where items received are faulty, not fit for purpose, not as described, or missing, please contact shop@addisons.org.uk. 

Please take photographs to demonstrate the issues you are experiencing, and share the details so that we can support you with a replacement or full refund as appropriate.

Cancellation Policy

If you order online, you have the legal right to cancel your order within fourteen days of receipt of the goods. If you wish to make a cancellation for physical goods, please contact our enquiries team straight away. If we have not yet dispatched your items, we will usually process a refund for you and cancel the dispatch.

If we have already dispatched the items, you will be able to exercise your legal cancellation rights by returning the goods you ordered at your own cost and in a re-saleable condition by following the above return instructions.

Please note that we are unable to accept returns of syringes and needles.

Bulk Orders (NHS/HSE)

Please email opsmanager@addisons.org.uk if you are interested in ordering a bulk order of one of our items (e.g. emergency injection kits or injection training kits).
 

We do not store credit card details, and we only share customer details with 3rd parties who work on our behalf to fulfil the dispatch of goods or handle payments.

Read our full privacy policy