Delivery and returns
Delivery
How much is delivery?
Delivery of our publications only is free of charge.
If you are buying merchandise, there is a flat rate of £3.95 for delivery.
If you order merchandise and publications, the delivery charge of £3.95 applies.
We charge a delivery fee to help cover the costs of sending your items to you. Any profits go directly back to Pancreatic Cancer UK to help fund our vital work.
When will I receive my order?
When you place your order, you will receive an email confirmation.
We aim to process your orders within 2 working days. Depending on the size of your order, delivery is by Royal Mail 2nd Class or courier. Royal Mail 2nd class usually takes 2-3 working days. Please be aware that the delivery timescales are estimated. There may be delays that are outside our control.
If you have any questions about your order or you don’t receive it, please contact supportercare@pancreaticcancer.org.uk or call 020 3535 7090 (lines are open Monday to Friday 9am to 5pm).
Do you deliver to outside of the UK?
Currently, we are unable to deliver our online shop items or publications to anywhere outside the UK. We apologise for any inconvenience this may cause.
If you live in the Republic of Ireland or overseas, all of our information about pancreatic cancer is available to download. Please be aware that our information is based on the UK health service.
Returns
How do I return an item?
If you wish to return an item you have bought, we have a 30-day return policy. This means you have 30 days after receiving your item to request a return.
To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Please note that you will need to pay the cost of returning the item to us.
To start a return, or if you have any questions, you can contact us at supportercare@pancreaticcancer.org.uk or call 020 3535 7090.
Damages and issues
Please check your order when you get it. Contact us straight away at supportercare@pancreaticcancer.org.uk if the item is damaged, or if you receive the wrong item. We will look into the issue for you.
Non-returnable items
Certain types of items cannot be returned. These include:
- Custom products (such as special orders or personalised items)
- Personal care goods (such as beauty products)
- Perishable goods (such as food, flowers, or plants)
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items.
Exchanges
Once the return is accepted, we will notify you that your exchange item is on its way.
Refunds
We will notify you once we have received and checked the item you returned. We will let you know if we can approve the refund or not.
If approved, you will automatically be refunded on your original payment method. Please be aware that it can take some time for your bank or credit card company to process the refund.