Frequently Asked Questions about gifts from the RSPCA Gift Shop

Frequently Asked Questions

Welcome to our Frequently Asked Questions page. Here you can find more information about how to use our online shop. Simply browse the menu below to find the answers to our most frequently asked questions. For any further information, please do not hesitate to contact us.

1. How to use the Website

2. Donations

3. Delivery of goods

4. Payment of goods

5. Contact Us

1. How to use the website

Q) How do I make a purchase?
A) It couldn’t be easier to make a purchase. Browse our shop, select an item, add it to the ‘Shopping Basket’. When you have finished shopping click on the ‘Checkout’ button. You will be asked for the details needed to complete your order.
Click on the product image or Larger Image button to see the image of the product at closer quarters.
You can also use the 'email to a friend' facility by entering your friends e-mail address in the box provided, we will not store or access the email addresses entered.

Q) Can I view my Shopping basket?
A) You can view the contents of your Shopping cart by clicking on ‘View Cart’ at the top of the screen.

Q) How can I remove an item?
A) When you view your cart you will see a ‘Remove’ tick box next to each item. Tick this to remove them from your shopping cart and press ‘Update’ to update the page.

Q) An item I want is showing as out of stock?
A) We try to hold a reasonable amount of stock at all times. Occasionally we will sell something quicker than we anticipated. If something you want is out of stock, please bear with us and visit the shop again another day.

Q) How do I pay?
A) You can pay online with most major credit and debit cards. Depending on your bank you may be asked to verify your payment online for security reasons.
For more information, please see our 'payment of goods' section.

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2. Donations

Q) How do I make a Donation?
A) To make a donation visit the donations page, enter an amount to donate and add it to your to your shopping basket like any other item. Your donation is very much appreciated.

Q) Can I Gift Aid my donation?
A) Yes. We can claim Gift Aid on your donation (but not for your other purchases) if you are a UK Tax payer. Simply tick the Gift Aid box when prompted when you are asked to enter your card details.

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3. Delivery of goods

Q) What are the delivery charges?
A) A standard UK mainland delivery costs £4.95. For a delivery within the EU (excluding Switzerland and Norway) the cost is £16.00. Deliveries to the EU can take 7-10 days. For a worldwide delivery outside of the EU the cost is £36.00. Worldwide deliveries can take 10-21 days.

RSPCA Shop are delighted to offer Express Delivery on all UK Mainland orders This service is available for just £8.95. Please note, orders placed before 12 noon, Wednesday December 21st 2011 should arrive before Christmas.

Q) What are the delivery times?
A) Your order will be processed immediately on receipt. Please allow up to 21 days for your items to arrive (Standard delivery), although we do aim to deliver earlier - usually within 3-5 days.

Q) The delivery address is different from my address is this OK?
A) You can specify a different delivery address to your invoice address. When you checkout you have the option of specifying a different delivery address. Follow the instructions on the screen.

Q) I want to cancel my order?
RSPCA try to process your order as quickly as possible once you checkout. Once you have hit the Purchase button we begin to process your order. If you decide that you would like to cancel your order please call 08445 73 18 17 or email . 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 as long as you refuse delivery and "return to sender" when the order arrives. If you do not call within 24 hours to cancel, unfortunately we will not be able to refund your postage charges. Please note - this does not cover the postage for the returned goods.

Q) How do I return an item?
A) If you are not happy with your purchase, you may return it to us within 30 days of purchase for a prompt refund.
Returning an item:
For a refund, items must be returned within 30 days of purchase with the original packaging.
It is acceptable to return an item with shrink-wrap removed, as long as the item has not been used or damaged after receipt.
You will receive a full refund, including the cost of delivering to goods to you.
Your refund will be processed within 30 days of the cancellation.
This does not affect your statutory rights.
We regret that food items cannot be returned unless faulty.
Instructions for Return:
1) Please enclose the delivery note, including your name and order number with the returned item(s). Tape the box securely using heavy-duty packing tape.
2) Send your returned item(s) via an insured carrier such as Royal Mail Recorded delivery. This will be at your expense. We cannot be responsible for lost returns.
3) Send your return to:
RSPCA
Carriage House
Forde Road
Newton Abbot
TQ12 4EY
Customer Service telephone: 08445 731817
Email:
If you have any questions about your return, please contact our Customer Service team on the telephone number above.
Instructions for damaged or wrong items:
If you order has been damaged or contains the incorrect items, you must first contact our Customer Service team. Please provide your name, order number and request for refund or exchange.

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4. Payment of goods

Q) How do I pay?
A) We accept Visa, Visa Debit, Mastercard, Solo, Maestro, and Visa Electron using SagePay to securely process all orders made via our website. You may also send your credit / debit card information via phone, fax or by mail with your order

Is my payment secure?
A) To secure your payment we use Secure Sockets Layer (SSL) technology to encrypt your details.

Who are Sagepay?
A) Sagepay (formally Protx) is a secure online payment gateway that has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). They adhere to the most stringent levels of fraud screening, ensuring that the customer's details remain secure throughout the whole transaction process. For more information visit www.sagepay.com.

Do you keep a record of my payment details?
A) Once the purchase has been completed we do not keep your payment details.

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5. Contact Us

Any other queries / conmtact us
A) If you have any other queries please contact us:
Phone: 08445 73 18 17 Monday to Friday 8am - 10pm, Saturday and Sunday 9am - 10pm and our friendly customer service team will do their best to help.
Email:

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