The following conditions apply to all purchases and redemption of free items from our online store so you should read them carefully. They should be read in conjunction with our privacy policy, that explains how we will collect, store and use the data you provide when visiting our website.
We reserve the right to update these terms at any time, however all orders will be judged against the terms that were in place at the time the order was received. If you have any questions you should contact us prior to placing an order.
Our products
We make every effort to ensure that listed items showing in stock on our website are available for dispatch at all times, and when an item is available on pre-order or back order we will also list an estimated dispatch time which may change.
We endeavour to make the maximum amount of information available to you within the shop, with detailed and accurate descriptions of the products, and detailed photographs of the items.
For clothing items, we recommend you spend extra time checking our provided size guides – as sizing can vary between different manufacturers – so you may need to order up or down a size accordingly.
Due to the varying nature of colour reproduction on different devices that you may view our shop through, we bring to your attention that items may appear to be slightly different colours when they arrive, and we cannot be held responsible for this.
We only supply items for domestic and private use. You agree not to use items ordered from our shop for any commercial, business or resale purposes, and therefore we shall have no liability to anyone for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We reserve the right to modify, reprice, withdraw or substitute items in our shop at anytime, without prior notice. We sadly cannot guarantee on-going availability of any items.
Orders
Once you place an order you will automatically receive an acknowledgement email from us with a subject heading of ‘Thanks for your order!’
If you have not received this, please check your spam and/or junk folder and add our email domain: @ptsduk.org to your safe senders list.
This email is only an acknowledgement email, and your order is not accepted and a contract formed until you receive an second email from us entitled ‘Get ready, its on its way!’
Prior to accepting your order with the second email, we reserve the right to cancel your order for any of the following reasons:
- the item(s) you have ordered being out of stock
- the item(s) you have ordered being withdrawn from stock
- your payment is not authorised, or is recalled by your provider
- we have detected a product or pricing fault
- we have detected a postage pricing fault
- you have requested delivery to an address out with of our delivery areas
- we have reason to believe you have used an invalid or fraudulent discount code or special offer combination
We aim to accept and dispatch orders as quickly as possible – however as the charity relies on volunteers please be aware it can take up to 5 working days so please allow for this.
When part of your order is temporarily unavailable (including back order and pre order items)
We will:
- Hold all your items for dispatch until the missing item(s) arrive
We will use the email address you give us to contact you if:
- The revised estimated dispatch date we originally gave you changes
- We can no longer get the missing item(s)
You can reply to this email and ask us to take alternative action. However if you contact us after your order has been dispatched this will not be possible.
When part of your order is permanently unavailable (including back order and pre order items)
We will use the email address you give us to contact you to let you know we will:
- Cancel the missing item(s) from your order and send the corresponding refund to your account
- Dispatch the remaining available item(s) to you
You can reply to this email and ask us to take alternative action. However if you contact us after your order has been dispatched this will not be possible.
When all of your order is temporarily unavailable (including back order and pre order items)
We will:
- Wait until all the items on your order are available and dispatch them together
We will use the email address you give us to contact you if:
- The revised estimated dispatch date we originally gave you changes
- We can no longer get some or all of the missing item(s)
You can reply to this email and ask us to take alternative action. However if you contact us after your order has been dispatched this will not be possible.
When all of your order is permanently unavailable
We will use the email address you give us to contact you to let you know we will:
- Cancel your order
- Refund the full amount of your order to your original payment method (allow 5 working days to clear)
Dispatch Process – UK Orders
All orders are dispatched using Royal Mail unless we notify you otherwise. As we are a small charity please allow up to 5 working days for your order to be prepared and dispatched. We will send you an email when your item(s) are on the way, please allow up to 5 working days for your items to arrive after this email. Where there is known Industrial Action, weather or other factors disrupting the postal and delivery services – please take this into account as this may delay your delivery.
Dispatch Process – Europe & International Orders
All orders are dispatched using a UK based international tracked carrier service. As we are a small charity please allow up to 5 working days for your order to be prepared and dispatched. We will send you an email when your item(s) are on the way, please allow up to 3-5 days for items to arrive (Europe) and 5-7 working days (rest of world).
Import duties, including VAT, import duty and any related fees may be chargeable when you order arrives in your country. These need to be paid by yourself as the buyer and importer of your item(s).
Failure to pay any duties or fees may result in your order being destroyed or returned to us.
In the event of either outcome we can regrettably not offer a refund nor resend your order as these are circumstances out with of our control.
Returns
You have the right to return any items within your order within 14 days of receiving it. To start a return, please contact us.
We will refund the purchase price of any returned items in original condition (but not the cost of any postage charges) within 14 days of receiving your return. We will email you when this process has been completed via email.
Faulty and Damaged Items
If you receive a faulty or damaged item, please contact us within 30 days of the dispatch date of your goods by replying to your order confirmation email with details of the issue and we will assist you. Please provide photographs of both the faulty/damaged item and the packaging it arrived in.
Please do not dispose of packaging, as we may require this when you make your return in order to raise it with the relevant courier or mail service.
Items missing from parcel
If you receive your parcel and an item is missing, please contact us within 14 days of the dispatch date of your goods by replying to your order confirmation email with details of the issue and we will assist you.
Parcel not received
If your parcel does not arrive after 7 working days from receiving your email entitled ‘Get ready, its on its way!’ please contact us and we will assist you.
Use of our ‘Out of Stock’ notification email service
If you use this service (available on individual site listing items if the item you want is currently out of stock) is completely free of charge or obligation. If you opt to use it, your email address is held in our system solely for the purpose of emailing you once the item(s) comes back into stock. You will be emailed once to notify you of this and then no further. Your email address will not be used for any other purpose, in line with our wider Privacy Policy.
Last Reviewed: 5th January 2023