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Free Delivery when you spend £30 or over. Due to Covid-19, delivery may take longer than expected.

FAQs

How long will my purchase take to be delivered?

If you have received your dispatch notification your item is already on its way to you and should arrive within 7-10 working days.  If you have not received your order in this timeframe please contact us by emailing us at onlineshop@prospect-hospice.net

What are your delivery charges?

UK Delivery only

Standard UK delivery (UK mainland and British Isles delivery) within 7-10 working days of £3.95 per order.  This price will only apply once if you buy multiple products in the same order.  All standard UK orders over £30 are FREE.

If available, any non standard UK delivery option (i.e. next day or courier) will be charged at a premium.

Can my goods be delivered to a different shipping address to my billing address?

Not at this time.

Can my goods be sent to multiple addresses from the same order?

No we cannot offer this service.

Do you offer click and collect from any of your Prospect Hospice shops?

Not at this time 

Can my order be amended once the order has been placed?

No. Once you have completed the checkout for your purchases it is not possible to then make amendments.

What is your refund and returns policy?

Prospect Hospice offers a 30 day refund policy for any items bought online (with the exception of the items listed below*).  You are required to take reasonable care of the items until you return them to us.

If goods are damaged in the post or are faulty, please contact us at onlineshop@prospect-hospice.net to request a refund and then simply return the item to us within 30 days of the order date, clearly stating your order number, name and address.  Once we receive the item and confirm the fault or damage, we will then process the refund for you, as well as the cost of the P&P (up to the value of our standard Postage & Package charge of £3.95)

If you simply change your mind about the online purchase and want a refund, you will need to return the item in resaleable condition within 30 days of the order date, ideally unopened and in the same packaging.  You will be required to pay the return P&P costs yourself.  This does not affect your statutory rights. 

Returning an item from within the UK

    Please return your item, enclosing details of your order number, name & address (or a copy of the invoice sent to you), ensuring that they are securely packaged to ensure they aren't damaged in transit.  Where possible, please ensure they are returned unopened, in their original packaging, with any tags still attached as relevant.

    Please send the returned item to:

Prospect Hospice Ltd

Unit 4 Wroughton Business Park

Swindon Road

Wroughton

Swindon

SN4 9BH

    If your item was sent to you by post, please obtain a free proof of postage certificate from the Post Office

What items are excluded from the 30 day returns and refunds policy*?

Please note that we cannot exchange or refund the following items:

    pierced earrings and pierced body jewellery

    personalised goods.

We are also unable to exchange or refund the following items unless the following conditions have been met:

    underwear/lingerie and swimwear - please ensure that such items are tried on over your own underwear;

    quilts, duvets and pillows unless the original packaging remains undamaged and unopened

    hats and hair accessories unless unworn and the tags still in place;

    cosmetics, toiletries and towels – we will accept returns if they are in a saleable condition with unbroken seals and packaging.

Please note we cannot accept returns of items purchased online in any of our shops or distribution centres and all returns must be processed via post.

Cancelling your order

You can cancel or amend your order at any point before you complete the checkout process online. Once you have completed the Checkout process, your order will be fulfilled and you will be charged for the goods and postage and packaging. If your order is unsuitable, you can return it and receive a refund – please refer to our Refunds & Returns section for further information. This does not affect your statutory rights.

Do you have more than one item of the same stock?

Usually no - as the majority of our goods are preloved and donated by our generous Prospect Hospice charity supporters, we will generally only have one of each item. The exception to this is in our new goods section.

Can I make an order over the phone?

No, you can only purchase the listed items online.

Where else can I buy Prospect Hospice preloved and/new goods?

Did you know that we have an eBay store too? Click here to see what is listed currently.

We also have shops in Swindon and north east Wiltshire area selling a wide variety of preloved and new goods. Click here to find your nearest shop.

What will the money from my purchase be used for?

Prospect Hospice is a local charity providing end-of-life care services and support to over 300,000 people in the Swindon and north east Wiltshire area. We care for patients at home, in our hospice, in care homes and in the community to help patients and their families cope with life limiting illnesses.  100% of the money generated from your online purchase will help us to continue to provide these critical services to our community when they need it most. To find out more about the charity, click here.

The product I received is a different colour or shade to the website picture – why is that?

We try to ensure that all images represented on our website match the actual item when received.  However, in some cases, where there is a natural fibre concerned, like leather, there may be a slight variation in colour due to natural imperfections.  

The colour and clarity of images may also be affected by the location and/ or technology used to take them.  Please refer to the description of the product alongside the image to confirm colour and dimensions.

Where possible we will supply information relating to the size of the item.  Sizes are usually given as height, width and depth.  Shoe sizes will be provided using the size printed on the shoe itself – whether that is a UK shoe size or an EU shoe size.  Due to the slight variations and interpretations of shoe sizes across different regions and brands (i.e. a UK Women’s size 8 shoe could be an EU 41, 41.5 or 42 equivalent), we will not usually provide the UK and EU shoe size equivalents unless they are already available to us at the time of listing.

There is a fault with the product I received – what do I do?

Please refer to our refund and returns policy above.

Do I need to set up an online account with you or can I check out as a guest?

No you can check out as a guest, however by setting up an account you can:

    Keep track of your purchases.

    Save time as you won't have to type in all your address details each time you shop with us

    All your details are kept secure and it's a quick and easy to set up your account.

I have forgotten my password – how do I reset it?

If you already have an account set up with our new online shop, go to My Account and you will be able to request to reset the password there.  

I have not received an email to reset my password?

Please check your junk or spam folder. If it's not there, then try requesting the email again. If you still do not receive an email it's likely that you do not have a registered account with the email address you have entered - so please try registering a new account. If you receive an error message that this account already exists, then please contact us at onlineshop@prospect-hospice.net and we will look into this.

Can I change my Prospect Hospice online shop account email address?

For security purposes, it is not possible to change your account email address. You can either set up a new account or checkout as a guest.

I am trying to place an online order from your online shop but I have received an error message – what has gone wrong?

If you receive an error message that your credit or debit card has been declined, but you are sure your details are correct, please contact the bank that issued the card to find out why.  The following may also prevent payments going through:

    The billing address registered with your bank may differ to the one that you are entering on the Billing Address page.

    Your card may not have enough credit available to cover the payment.

    Your card may have reached its daily transaction limit.

    Your card may have been flagged for additional authorisation.

    If your card was recently issued, it may not have been activated yet.

What payment methods do you accept?

You can pay for your online purchases using one of the following payment types:

Paypal

Visa

Mastercard

Switch

Laser

How can I be sure that my online purchase is safe?

Our website is built to the highest PCI Compliance level, and our payment processing is protected by SSL Security Certificate which ensures that all data is encrypted during transmission and processing.

Where will my data be held and what will it be used for?

All data collected will be held on servers hosted in the EU.  No data will be held, or transferred, outside of the EU.  Your data will be used to fulfil your online purchase or refund.  Prospect Hospice will not sell on your data to any third party.  For further information please refer to our Privacy Policy.

Privacy policy

To view our privacy policy, click here.

Terms and conditions

To view our terms and conditions, click here.