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Frequently Asked Questions

If you have a query about your order you may find the answer below. Alternatively you can call our customer service team on 0203 640 7550, e-mail us shop@macmillan.org.uk or fill out the contact us form.

 

Common questions...

When will my products be delivered?

We plan to get your goods to you within seven days of receiving your order. Personalised items may take up to 28 days and they’re despatched directly from the supplier. Please note that it’s possible for deliveries to take a little longer at peak times.
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How do I return products?

You have the right to cancel this contract within 14 days without giving any reason. This cancellation period will expire 14 days after the day on which you (or the person you nominate) received the goods, or received the final item from an order for several items. To exercise your right to cancel you must inform us in a clear statement sent by post or email to the address below.


Macmillan Cancer Support Returns
1 Apollo Rise
Farnborough
GU14 0GT

Tel: 
0203 640 7550
Email: 
shop@macmillan.org.uk


You may use the model cancellation form if you wish. If you use this option, we will acknowledge receipt via email without delay.

If you cancel this contract, we will refund all payments received from you, including the costs of standard delivery only. We may make a deduction for the loss in value of the goods, if the loss is the result of unnecessary handling by you.

We will make the refund as soon as possible, and no later than 14 days from the day you return any goods, or provide evidence of return. We may withhold the refund until we have received the returned goods, or you have supplied evidence of having sent back the goods, whichever is the earliest.

We will make the refund using the same means of payment that you used for the initial purchase unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.


You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

Returned goods should be in perfect condition to obtain the full refund and we ask that you arrange and pay for return postage (unless the goods are faulty). If goods are faulty you can request a replacement instead of a refund. 

Unfortunately we cannot accept any returns of personalised goods, unless they are faulty. This does not affect your statutory rights.

Charitable donations made with an order cannot be refunded.

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Do you have a shop?

No, we do not have any shops but there are lots of ways you can support Macmillan on the high street, see the shop with our partners section for details.
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I have seen a product but it no longer seems to be in stock

If we are out of stock of an item you can see when it will be back in stock on the product page. If we are no longer selling an item then it will be removed from the website.
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How do I change my account information?

If you have registered with us for an account you can change your details by clicking on "log in" on the top right hand section of any page.If you are already logged in, click on my account and amend your details here.

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Do you deliver outside of the UK?

We do deliver outside of the UK. Please call our customer service team on 0203 640 7550 for a quote.
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Where can I buy Christmas cards on the high street?

You can purchase a selection of our Christmas cards from Cards for Good Causes which have over 300 outlets in the UK, details of which can be found here. There are also a number of high street retailers selling cards on behalf of Macmillan, find out more on our 'shop with our partners' page.
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Why should I Gift Aid my donation?

If you’re a UK taxpayer, please say yes to Gift Aid. For every pound you give Macmillan Cancer Support, we’ll get an extra 25p from HM Revenue & Customs. Now who said the taxman was a scrooge?
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Where can I find out information about living with cancer?

You can find information about cancer on the macmillan website www.macmillan.org.uk or you can call the Macmillan Support Line free on 0800 808 00 00. Lines are open Monday to Friday, 9am-8pm
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