Macmillan Shop and Coronavirus (Covid-19)
The Macmillan online shop is still fully operational.
Our number one priority is to ensure the safety and well-being of our staff, customers, and the staff of the suppliers and couriers we work with. This might mean that some orders take slightly longer than usual.
For more information about how our service is affected, including measures put in place to ensure that we can continue to trade safely, please visit any of the sections below:
- Contact Information
- Are deliveries safe?
- Will deliveries be affected?
- I am self-isolating or do not wish to come into contact with a deliver driver
- I am self-isolating, how do I return a product?
By continuing to shop with us, you’re helping us to continue providing our essential services and support people affected by cancer. Thank you.
During these unprecedented times of uncertainty, Macmillan’s information and support services are needed now more than ever. Macmillan remain committed to ensuring that all people affected by cancer are getting the support and information they need.
For more information about Macmillan’s response to Coronavirus (Covid-19), or what this means for people affected by cancer, please visit our Coronavirus Hub.
Please stay safe, stay at home where possible, and take care.
The Macmillan Shop team.
How can I keep in touch with you?
All our shop staff are now working from home. We will still be able to take queries via email; however we cannot currently accept phone calls.If you have a query about a product or order:
Please email our customer services team on firstname.lastname@example.org
Please email the shop team at email@example.com
Emails will be monitored 9am to 5pm Monday to Friday.
If you have a more general query about Macmillan, our services, or Coronavirus:
Please contact the Macmillan Support Line. Our support line services staff are working from home and can access both telephone and email.
Our support line are open 9am to 5pm Monday to Friday.
Are deliveries safe?
Public health England (PHE) have advised that people receiving parcels are not at any additional risk of contracting the coronavirus (Covid-19). It is understood that coronaviruses don’t survive long on cardboard objects like letters and parcels.
Our orders are despatched using Royal Mail and DX. Both are updating their procedures to protect staff and the general public and reduce transmission of the coronavirus. For more information, please see the links below.
Will deliveries be affected?
All orders will be processed as normal, and we expect that the vast majority of deliveries will still run on time. However, some orders (including next day delivery) may take slightly longer than usual so please bear with us.
In order to reduce the chances of transmission and to protect warehouse workers, our fulfillment provider is running a skeleton service. It may take slightly longer than usual to dispatch your order.
For orders dispatched by Royal Mail: Royal Mail remains open, but their service will be affected by the impacts of the coronavirus, so some deliveries may take longer than usual. For more information, please click here.
For orders dispatched by DX: DX are running their full service as usual and should contact you if there are any delays. For more information, please click here
I am self-isolating or do not wish to come into contact with a delivery driver
We do not sell any items large enough to require a delivery driver to enter your home. For all orders, our delivery providers are taking measures to reduce contact as much as possible.
For more information, please see our couriers’ websites:
I’m self-isolating, how do I return a product?
Our standard returns procedure uses Royal Mail, so you will have to take your parcel to a post office in order to return it.
We will honour a late return as long as the items meet the other terms of our returns policy.
If you have been advised to self-isolate and you’re not able to leave the house to return an item, please contact us to tell us about your return. We will process your refund or replacement as soon as we receive the item, so please send the items to us as soon as you are safely able to do so after your self-isolation has finished.
Our telephone lines are currently not operational whilst our call centre staff are working from home.
Please email firstname.lastname@example.org , we’re available from 9am to 5pm Monday-Friday.