Shop FAQ

The PTSD UK supporters shop is the only place you can buy our official supporters merchandise. As we’re a small charity there are some key differences between us and other charities that we’d like to cover here.

Who runs the PTSD UK Supporters Shop?

The shop is run directly by the charity and no third parties are involved. Our staff and volunteers are involved with all aspects of the shop – from designing and selecting new products, to packaging up and dispatching your order. We answer all aftercare questions directly. 100% in-house.

Am I helping the charity by ordering items from the shop?

Absolutely – you are helping in two ways – firstly your purchases raise funds directly for the charity – which allows us to continue to do the vital work we do. Secondly, your items will be seen by others – which helps raise awareness of PTSD, and of the charity. You can’t underestimate how important this is.

What happens to profits from the shop?

Because the shop is run by the charity, 100% of the profits go back into the charity to support our mission.

What payment methods do you support?

We accept all major UK Debit and Credit Cards – American Express, Mastercard, Maestro and Visa via our payment partner Stripe. We also offer the use of PayPal as it is quick and convenient if you already have an account with them. If you are visiting our website from a suitably configured mobile or tablet device we also accept Apple Pay and Google Pay.

Is it safe to shop online?

Absolutely. To keep you and your information safe the entire PTSD UK website uses the most up to date, industry standard SHA-256 encryption protocol (you should see the padlock on your browser address bar) and the secure https:// connection protocol throughout your entire visit.

When you pay by debit or credit card your details are handled exclusively by our payment partners (either Stripe or PayPal based on what you select at checkout.) Absolutely none of your payment information is stored by the charity.

If I purchase from the shop do you put me on a mailing list?

Absolutely not. In line with our Privacy Policy we only use the information you give us, for the purpose it was intended. We’ll post you your items and send you emails about your order. That’s it.

What determines shop prices?

As a small charity we don’t yet have the opportunity, funds or space to place big orders like much longer established charities do, so this means items are more expensive for us to purchase from our suppliers – which impacts the prices we can sell our items at.

With each item we sell we look for there to be a modest margin – as the aim of the store is to help raise funds for the charity, to allow it to continue doing the work that we do.

Why do you charge postage seperately?

Again, as a small charity our margins are much lower as we can’t afford to order and hold large volumes of stock. By charging postage according to each order, this helps keep it fair for everyone. Small orders will receive lower postage charges and larger ones will be slightly more to cover the costs of both the postage and the packaging.

We do however offer the option of free shipping on orders over £60, as a thank you for your amazing support.

Can you post internationally?

We currently don’t offer this option as we are a UK Charity with limited resources, but will keep this under review.

What happens when you receive my order?

Once you have made your purchase, our orders team receive the details and will package and dispatch your order during the next batch of orders. Again due to the size of the charity we don’t send orders everyday so this is why we quote up to five working days for orders to be dispatched – but don’t worry its usually much faster and we’ll send you an email to let you know its on the way!

What postage service do you use?

We currently use Royal Mail for the majority of orders but will also use couriers like DX or DPD when it is prudent to do so. Once your item has been handed over to a delivery partner we will email you to let you know. We quote up to five working days for you to receive your order – but usually it will be with you within 2 working days.

Do you use discreet, or branded packaging for my order?

To raise awareness of PTSD and the charity we use our branding as standard on most of our packaging. We appreciate that you may not always want this. If you want us to use discreet packaging, please request this in the Additional Notes section in the checkout phase as shown below:

Please note – there will still be a discreet reference to the PTSD UK on the printed postage label, as we are obligated to provide our return address for the postal service in the case of failed deliveries.

What will I receive in my order?

We’ll of course send you what you’ve asked for and we will also include our PTSD UK information leaflet. People have told us these are really useful to have so we’ll always include these.

We’re mindful of environmental impact so if you don’t want them please just add a comment to your order asking us to leave them out and we will respect this request!

How often do you add new items?

We’re always on the look out to expand our range as ultimately we want to find new ways to get the message out! We review how different items perform so top sellers will be renewed and less successful items removed over time and replaced with new ideas.

If there is something you would love to see you can always drop us a suggestion via the contact us section.

Is there any other way I can support PTSD UK?

Of course, there are many other ways to fundraise for the charity which we suggest here. Just being a positive voice for the charity and being able to support others are also invaluable things you can do.

What happens if there is a problem with my order?

We try to avoid this of course but we are only human – if something goes wrong, and you need to raise a Refund, Exchange or Missing Query just let us know and we’ll get back in touch and get things put right.

Thanks for reading this section and for your support of the charity. We’re so grateful. If we’ve not answered a question you had please contact us and we’ll do our best to help!

This page was last reviewed and updated on 10th March 2023.