Frequently Asked Questions
You may have questions about using the British Heart Foundation Online Shop, and can use the links below to go to the answers we have provided.
- How do I find products?
- How do I place an Order?
- How do I add a donation to my order?
- Do I have to pay VAT on my order?
- Which payment methods are accepted?
- Why can't I complete my order?
- Why don't you sell...?
- I'm looking for something I saw in a shop
- How do I choose the right size?
- Are your products ethically sourced?
- What if the product is out of stock?
- How accurate is your product photography?
- More about Heartfelt
- More about London to Brighton Tickets and Clothing
- More about Eatwell
- More about Publications
- Other questions you might have about our products
- How do I access my account?
- How do I reset my password?
- Are my personal details safe?
- How do I unsubscribe from marketing emails?
- I've placed an order, can I change it?
- I've placed an order, can I cancel it?
- I'd like to place a bulk order. Can I have a discount?
- Can I send an order to multiple addresses?
- Can you gift wrap my order?
- I have other questions about my order?
- How long will delivery take?
- How much does delivery cost?
- How can I get free delivery?
- My order is late
- I received the wrong order
- Why does the British Heart Foundation have an Online Shop?
- How much money from my order helps fund lifesaving research?
- Will you send me free products so I can sell them and raise money for you?
- How do I unsubscribe from marketing emails?
How to use the Online Shop
This section provides information on how to use the British Heart Foundation Online Shop
How do I find products?
Top Navigation Menu
The Top Navigation Menu organises all of the products on the Online Shop into groups of similar products and displays them on a page. So, for example, clicking on the 'Clothing & Accessories' button will open a page with all of the Clothing and Accessories that are currently available on the Online Shop.
If you know the product you are looking for, e.g. "Heart shaped pedometer", or the type of product, e.g. "t-shirts", you can enter a search term in the Search Box at the top of the website, and press the Search button. The Search Results page will display all of the products that match your search term. You can then click on the product of your choice to see more information and add it to your Order.
How do I place an Order?
Adding items to your Shopping Bag
You can add an item to your Shopping Bag by opening the product page of the item you are considering, entering the quantity you would like to purchase in the 'QTY:' box, and clicking on the red 'Add to cart' button. This will add the product to your Shopping Bag. You can also place an order by phone between 9am and 5pm, Monday to Friday by calling 0116 232 4195.
Your Shopping Bag page
Your Shopping Bag contains all the items you have added to your order. You can get to your Shopping Bag by clicking on the image of a basket in the top right corner of the site or by clicking this link: Your Shopping Bag. Your Shopping Bag shows the product you have added, the price of each item and the total price of all of your items. Once on your Shopping Bag page you can change the quantity of products you have added, remove products, and add a donation to your order. The delivery charge is not shown on this page as we can only calculate the delivery charge after we know the total price of the products in your order and where it is being delivered to.
Once you are satisfied with the items in your Shopping Bag you can choose to continue shopping or to checkout to arrange delivery and pay for your order. To checkout, simply click the red button labelled 'Checkout' and you will be shown a page for you to enter you Billing and Delivery address details.
After you have entered your details and clicked "Buy Now" you will be asked to select to pay using your PayPal account or your credit/debit card. If you select PayPal you will be taken to the PayPal website and asked to login and confirm the payment. If you select to pay by credit or debit card you will be taken to the Worldpay Payment Gateway Page. This is a secure webpage that will ask you to select the type of debit/credit card you would like to use and then enable you to enter your debit/credit card details. Once you have completed entering your details and confirmed the payment you will be returned to the BHF Online Shop and shown an Order Confirmation page with your order number. This order number will also be sent to you in an email.
Which payment methods are accepted?
You can pay for your order using your PayPal account or a credit or debit card. We accept Visa and Mastercard. We are unable to accept payment by cheque.
Do I have to pay VAT?
VAT is charged on some products and delivery charges, but not on other products and donations. The amount of VAT charged on your order will be shown on the Shopping Bag page before you checkout and on your payment receipt email.
How do I add a donation to my order?
You can add a donation to your order from the Shopping Bag page. Simple click on one of the red predefined amount buttons or enter your own amount, tick the Gift Aid Declaration if you would like us to be able to claim an extra 25% on your donation and click the red 'Add to order' button.
Why can't I complete my order?
If you are having trouble completing your order, it may be because there are technical issues with our website or with our payment providers. If you would like help completing your order please call 0116 232 4195 between 9am and 5pm, Monday to Friday.
Why don't you sell...?
There are lots of products we would like to sell but are unable to for all kinds of reasons. If you have any suggestions for products you think we should sell please feel free to contact us.
I saw a product in a shop, is it available on your online shop?
Our Online Shop only has a limited range of products so although some products such as pin badges are available in our shops and online, most of the products available in shops are not available on our Online Shop.
How accurate are the colours in the photos?
We do our best to take photos of our products that accurately represent the colour of the product, but due to photography lighting and computer screens displaying colours differently we cannot guarantee that the colour you see on your screen is the exact colour of the product in real life. Product photos are provided for illustrative purposes only.
What happens if the product I've chosen is Out Of Stock?
We endeavour to only show products on the Online Shop that we have in stock, however occasionally it might be that a product you have ordered is later found to be out of stock. In this case we will either refund your order or contact you to see if an alternative product is suitable instead.
How do I choose the right size?
Clothing, such as T-shirts and Hoodies, have sizing information on the product page. You can find it by clicking on the 'Size Guide' tab below the photos of the product.
Are your products ethically sourced?
We work closely with our suppliers to ensure that all of the products we sell have been sourced ethically.
What if the product is out of stock?
Products that are out of stock will not be available to buy on our Online Shop. Occasionally a product may be showing as in stock on our website but out of stock in our warehouse. If your order includes an item that is out of stock we will contact you to arrange an alternative or a refund.
More about Heartfelt
Heartfelt is the heart healthy recipe book from Pippa Middleton. Featuring over 100 delicious, heart-healthy recipes this book is a collaboration between Pippa and the BHF with all proceeds going to fund future research and is exclusively available from the British Heart Foundation.
Do you ship Heartfelt internationally?
Heartfelt is the only product that we are able to ship overseas. The countries we ship to, along with the price for delivery, is available in the Delivery and Returns section of the Heartfelt page.
What measurements does Heartfelt use?
Heartfelt uses grams when describing the measurements for ingredients in the recipes.
More about London to Brighton Tickets and Clothing
London to Brighton Travel Tickets make it easier for those participating in the bike ride to get from Brighton to London before the start of the bike ride and back to London from Brighton after. Exclusive London to Brighton clothing will be available on our Online Shop later in the year.
What is the deadline for purchasing travel tickets?
Tickets must be booked by 31st May 2017. E-tickets for this service will be sent out in May 2017. If you are purchasing multiple tickets all participants must travel with the ticket holder.
More about Eatwell
In this section you'll find more information about the Eatwell Guide and our range of Eatwell Plates.
Do you sell Eatwell Plates?
Yes, we sell Eatwell Diet Plates on our Online Shop to help make portion-controlled eating easier.
Do you have any information about Eatwell?
Yes, we have the Eatwell Guide available on our website which shows what kind of foods you should eat, and in what proportions, to have a healthy and balanced diet.
More about Publications
In this section you'll find more information about our range of booklets and DVD's produced by the British Heart Foundation.
Can I order booklets and DVD's about heart health from you?
Yes, you can. We have hundreds of free publications, leaflets, DVDs and more for heart patients, their families and people who want to learn more about living healthily on our website.
Other questions you might have about our products
In this section you'll find answers to some other questions about products that we don't sell.
Do you sell defibrillators?
We don't sell defibrillators and nor can we recommend a particular model or brand of defibrillator.
This section has information about your account with the Online Shop. This account is not connected with any other accounts you may have with the British Heart Foundation, so even if you already have an account on our main website you will need to create an account on the Online Shop. You can use the same email address if you wish.
How do I access my account?
You can access your account by going to the Account page on the Online Shop. If you aren't already logged in you will need to log in using the email address and password you used when creating your account. If the Online Shop doesn't recognise your email address or password it may be because you don't have an account on the Online Shop.
How do I reset my password?
You can reset your password by clicking on Forgot Your Password. If you have an account with us, the Online Shop will send an email with a link to click to reset your password. If you do not receive the email it may be that you do not have an account on the Online Shop.
Are my personal details safe?
We take the security of your personal information extremely seriously and do everything in our power to ensure that your personal information is kept safe. We never share or sell your details.
How do I unsubscribe from marketing emails?
If you have received a marketing email from us and you wish to unsubscribe so that we don't send any more emails you can click on the 'Unsubscribe' link at the bottom of the email.
I've placed an order, can I change it?
Yes, you can change your order. However, depending when you let us know and when your order is dispatched we may not always be able to change your order before it is delivered. To let us know that you wish to change your order please contact us as soon as possible.
I've placed an order, can I cancel it?
Yes, you are perfectly within your rights to cancel your order. However, depending when you let us know and when your order is dispatched we may not always be able to stop your order from being delivered. If you order has been dispatched it may be that you should return your order to us using the Freepost label for us to cancel your order and refund your payment. To let know that you wish to cancel your order please contact us as soon as possible.
I'd like to place a bulk order. Can I have a discount?
We are mostly unable to offer a discount for large orders as we want to raise as much money as we can for life saving research, but please feel free to contact us and we will consider it.
Can I send an order to multiple addresses?
Unfortunately we are unable to send items from the same order to multiple delivery addresses. If you wish to have items delivered to separate delivery addresses please place separate orders.
Can you gift wrap my order?
Unfortunately we aren't able to gift wrap orders.
Other questions about your order
If you have any other questions about your order please send us an email or please call 0116 232 4195 between 9am and 5pm, Monday to Friday.
How long will delivery take?
Orders sent to most parts of the UK are received within seven days, and often much sooner. Deliveries to the further reaches of the British Isles may take around fourteen days, and international deliveries may take longer.
How much does delivery cost?
For orders delivered in the UK and under £30 we charge £3.95 for delivery, and for orders over £30 delivery is free. The international delivery charge for orders of Heartfelt varies depending on the destination country. We have to charge for delivery so that we can spend more money on life saving research.
How can I get free delivery?
Orders over £30 automatically get free delivery. If your order doesn't total £30 or more you could add a donation on the Shopping Bag page to increase the value of your order to £30, and help fund our life saving research.
Which delivery service do you use?
We dispatch all UK orders with Royal Mail and Parcelforce.
Can I have my order delivered overseas?
The only product that can be delivered overseas is 'Heartfelt', the healthy recipe book by Pippa Middleton. All other items are only available within the UK.
Can I collect my order?
We aren't able to offer collection at this time.
What do I do if my order is late?
We generally allow 14 days for delivery as if your order is being delivered to the far reaches of Scotland it will take longer than an order going to the Midlands. If your order hasn't been delivered within 14 days please email or call 0116 232 4195 (9am and 5pm, Monday to Friday) and we will investigate or send a replacement.
What do I do if I've received the wrong order?
If you have received the wrong order, firstly we apologise for the error. Please email or call 0116 232 4195 (9am and 5pm, Monday to Friday) as soon as possible so we can send you the correct order.
Returns, replacements and refunds
How do I return my order?
We hope you are completely satisfied with your order but should you wish to return some or all of it you can do so using the returns form that is with your order. Simply complete the details on the returns form, include it in the package with the items you wish to send back, fix the freepost label to the package and take it to a Post Office. Our Terms and Conditions have more information about our Returns Policy.
How do I request a refund?
You can request a refund by returning your order and indicating that you would like a refund on the Returns Form. Once we have received your returned order we will process your refund using the same payment method you used to place your order. Our Terms and Conditions have more information about our Refunds Policy
How do I request a replacement?
You can request a replacement by returning your order and indicating that you would like a replacement on the Returns Form. Once we have received your returned order we will process your replacement if it is of the same value as your original order. If your replacement requires an additional payment or a refund we will contact you to let you know.
How do I contact Customer Services?
You can contact our Customer Services team using the form on our contact page.
How do I find my nearest shop?
You can find your nearest shop by searching on our website. You can enter a post code or name of a town and the results will show you the nearest BHF Shops.
How do I make a complaint?
You can raise a complaint by contacting our Customer Services team using the form on our contact page. Your email will be forwarded to the appropriate manager to deal with.
About the Online Shop
Why does the British Heart Foundation have an Online Shop?
The British Heart Foundation Online Shop sells products that we hope our supporters would like to buy, in order to support the British Heart Foundation, and to help them with other things they are doing with the British Heart Foundation. So, someone taking part in a running event might like to wear one of our branded running tops to show that they are raising funds for the BHF.
How much money from my order helps fund lifesaving research?
All of the profits from your order contribute to life saving research. In 2016 the British Heart Foundation spent 77p in every £1 raised on our life saving work, meaning we invested an incredible £102.7 million in medical research that saves lives. You can read more about our achievements this year in our Annual Report
Will you send me products free so I can sell them and raise money for you?
Unfortunately we are unable to send any of the items available on our Online Shop free of charge for fundraising, however you can order a free Fundraising Pack which contains helpful materials and lots of ideas to help with fundraising.
How do I unsubscribe from marketing emails?
You can unsubscribe from marketing emails sent by the British Heart Foundation at any time simply by clicking on the unsubscribe link at the bottom of every email we send.