FAQ

1. What percentage of profits from this shop go to Prostate Cancer UK?

100% of profits come to Prostate Cancer UK for all items.

2. How do I know my order has been successful?

We will take payment on placement of the order and we’ll send you an email to confirm that your order has been placed. We’ll then email you to let you know that your order has been sent out to you. Whilst you should normally receive your order within a week with standard delivery, please do allow up to 10 working days.

3. Can I choose a different delivery address?

Yes. You'll be offered this option during the payment and shipping process.

4. I'm having trouble logging in. Help?

The Prostate Cancer UK Shop is an entirely self-contained system within the Prostate Cancer UK website and has a separate access system. This means your username and password for other parts of the Prostate Cancer UK website won't work here unless you've created a Shop account with the same details. We're sorry about this inconvenience and suggest that, for simplicity, you simply choose the same username and password for the Shop as you use for the rest of the Prostate Cancer UK site.

If this isn't the problem and you've simply forgotten your Shop password, you can choose to reset your password yourself. And if you're completely stuck, just email us at shop@prostatecanceruk.org and we'll be pleased to help.

5. Can I get a discount for bulk purchase?

We're really sorry, but unfortunately this is not possible. As we're trying to raise money for our vital work supporting people affected by prostate cancer, it's unlikely to be in the interest of the people we're supporting to reduce the profit. We hope you understand.

6. Will you send me products free so I can sell them and raise money for you?

Thanks so much for your interest in raising money for Prostate Cancer UK, we're delighted! Although the Shop can't provide products free, Prostate Cancer UK does provide fundraisers with items such as pin badges that can be sold to raise money for us. Just contact us here, email us at supportercare@prostatecanceruk.org, or ring us on 0800 082 1616.

7. How much does delivery cost?

To continue funding lifesaving research and support services for men and their families affected by prostate cancer from the profits we make from the shop, we have to charge a delivery fee to cover the costs of postage and packaging.

Orders over £35 are delivered FREE.

UK Standard

Postage and packing is £3.95 to any UK address.

We will process your order as soon as possible and most will be delivered in 3 to 5 working days. But please allow up to 10 working days for delivery.

However, we do try to ensure that the items are value for money - we're very aware that as you can't examine items in person you're having to take a leap of faith to purchase from us, so we try to ensure you won't be disappointed and will be really pleased by your purchase.

UK Next Working Day

Postage and packing is £7.50 to any UK address.

Orders placed before 1pm Monday to Thursday will be delivered the next working day. There is no next-day service on Friday for Saturday delivery. Orders placed after 1pm on Thursday will be delivered the following week.

Overseas Shipping

We can deliver overseas. To do this, please email shop@prostatecanceruk.org for a personalised delivery quote. We aim to get back to you within one working day. If you are happy with the price, you can then call us on 0300 045 0003 and we can place the order over the phone for you. Delivery will be tracked. We are open 8am-8pm Monday to Saturday and 9am-6pm on a Sunday.

Please note that if you order from overseas, you may also have to pay customs and VAT charges before your parcel is delivered.

Please be aware that due to the various postal strikes over the next few months, deliveries may be delayed around the strike dates.

8. Why don't you sell ....?

If you have an idea about something we could sell, please contact us at shop@prostatecanceruk.org. It may be that there's a reason we're not selling it, or it could be that your idea is really helpful. Please do email us.

9. Will you pass on my details to other charities or companies?

No, Prostate Cancer UK never shares or sells contact information to other charities or companies. When you check out, you will be asked how you would like to be contacted in future by both Prostate Cancer UK and Prostate Cancer Trading Ltd. We will always comply with and respect your wishes.

10. How do I find your nearest shop?

The Prostate Cancer UK Shop is a virtual shop - available through telephone sales and online in this webshop. We're afraid we don't accept postal orders right now. To place an order by telephone, just ring us on 0300 045 0003 Monday to Saturday 8am-8pm. We are open Sunday from 9am to 6pm

11. Can you deliver my order overseas?

Yes, we can deliver overseas. To do this, please email shop@prostatecanceruk.org for a personalised delivery quote. We aim to get back to you within one working day. If you are happy with the price, you can then call us on 0300 045 0003 and we can place the order over the phone for you. Delivery will be tracked. We are open 8am-8pm Monday to Saturday and 9am-6pm on a Sunday.

Please note that if you order from overseas, you may also have to pay customs and VAT charges before your parcel is delivered.

12. Can I place my order over the phone?

Yes, to place an order by telephone, just ring us on 0300 045 0003 Monday to Saturday 8am to 8pm. We are open on Sunday from 9am to 6pm.

13. What if the item I have ordered is out of stock?

If you have ordered an item and it is no longer in stock, a member of our team will contact you to let you know. The item will be cancelled off your order and you will not be charged for it.

At this time, you may choose to register your email address so we can let you know when the product is back in stock. We will attempt to contact you by email within 48 hours of the product becoming available.

14. What payment options do your accept?

We accept Visa, Visa Debit, Mastercard and Maestro.

15. Do I need to be in to sign for the parcel?

No, we don't need you to sign for your order, but you may need to be in to receive it if your parcel is too large to fit through your letterbox. Our couriers can leave items in a safe, dry place if you're not in, or with one of your neighbours, but if your parcel is too big and there isn't a safe place to leave it, they'll leave you a card and try you another time.

16. My order hasn't arrived - What should I do?

Please allow up to 10 working days for delivery of your order. If your order hasn't arrived after this time please call our team on 0300 045 0003 or email shop@prostatecanceruk.org.

17. What do I do if an item arrives damaged or incorrect?

Please return the items to us within 30 days of receipt. We will immediately replace the goods or refund your money, whichever you prefer.

18. How long will it take to process my order?

You should receive all your purchases within five working days (Monday to Friday, excluding Bank Holidays) of placing your order, but please do allow up to 10 working days for your order to arrive.

19. I'd like to return something I ordered. How do I do this?

If you need to return or exchange an item please refer to the returns form in your parcel, or contact us at shop@prostatecanceruk.org or call us on 0300 045 003.

Please pack any goods returned securely to prevent damage in transit. The cost of returning your items to us is your responsibility. We would recommend that you use a signed for service. We would also ask you to include a copy of your invoice or a note with your name and address to speed up our return process. Please note that under Charity Commission rules we are unable to offer you a refund on any donations made through our shop.