Shipping policy
Shipping Policy
Last updated: 24 August 2026
Thank you for supporting Care4Calais. This Shipping Policy applies to physical merchandise purchased through our online shop.
Virtual gifts and donations
Our virtual gifts are charitable donations and no physical item is shipped.
Every virtual gift brings practical support and basic dignity to displaced people facing harsh conditions. Your donation represents this item, but the funds will be deployed flexibly wherever emergency aid and warmth are needed most on the ground.
If you choose to make a virtual gift in someone else's name, any gift email or printable voucher selected during checkout will be sent electronically rather than by post.
Physical merchandise
Our physical merchandise is produced using a print-on-demand service.
This means items are generally made or printed specifically after your order has been placed rather than being held as finished stock.
Processing time
Please allow 5 to 7 working days for your physical order to be produced and prepared for dispatch.
Working days do not include weekends or UK bank holidays.
This processing period is separate from the delivery time once your order has been dispatched.
Delivery times
Available delivery methods, estimated delivery times and any applicable shipping charges will be shown at checkout where available.
Delivery estimates begin after the 5 to 7 working day processing period.
Because our products are made to order and fulfilled through print-on-demand partners, delivery times can vary depending on the product, destination and fulfilment location.
Please treat delivery dates as estimates unless we have expressly agreed a specific delivery date with you.
Orders containing multiple items
Different products may be produced or fulfilled at different locations.
As a result, if you order more than one physical item, your order may arrive in separate parcels and at different times.
You will not be charged additional postage simply because we need to split an order into more than one shipment, unless this was clearly stated to you before checkout.
Tracking
Where tracking is available, you will normally receive tracking information by email once your order has been dispatched.
It can sometimes take a short period after dispatch for tracking information to become active with the carrier.
Delivery addresses
Please check your delivery address carefully before completing your order.
If you notice an error after placing an order, contact us as soon as possible at admin@care4calais.org.
Because print-on-demand orders can enter production quickly, we cannot guarantee that an address can be changed once production or fulfilment has started.
We cannot accept responsibility for delivery problems caused by an incorrect or incomplete address supplied by the customer, although we will do our best to help resolve any issue.
Delayed orders
Print-on-demand production and delivery can occasionally be affected by circumstances outside our reasonable control, including carrier delays, severe weather, unusually high demand or disruption affecting our fulfilment partners.
If your order is taking significantly longer than expected, please contact us at admin@care4calais.org with your name and order number and we will investigate it for you.
Under UK consumer law, unless a different delivery period has been agreed with the customer, goods should be delivered without undue delay and normally within 30 days of the contract being made.
Missing orders
If your tracking information shows that your parcel has been delivered but you cannot locate it, please first check with other members of your household, neighbours and any safe place specified for delivery.
If you still cannot locate the parcel, please contact admin@care4calais.org and we will help investigate the delivery.
If an order appears to have been lost in transit, we will work with our fulfilment partner and delivery carrier to resolve the issue and, where appropriate, arrange a replacement or refund.
Damaged or incorrect items
If your physical order arrives damaged, faulty or you receive an incorrect item, please contact admin@care4calais.org as soon as possible.
Please include your order number and photographs of the item and packaging where possible. This helps us resolve issues with our print-on-demand fulfilment partner more quickly.
Your statutory rights are not affected. Goods supplied to UK consumers must be as described, of satisfactory quality and fit for purpose.
International delivery
Where international delivery is available, the delivery options and charges available for your destination will be shown at checkout.
International orders may take longer to arrive and may be subject to local customs procedures, import duties or taxes depending on the destination. Where such charges are imposed by the destination country and are not collected during checkout, they are normally the responsibility of the recipient.
Returns
We accept returns of physical merchandise in accordance with our Returns Policy and Terms and Conditions.
If you need to arrange a return, please contact:
Please do not return merchandise to the Care4Calais registered office or directly to one of our print-on-demand suppliers unless we have specifically instructed you to do so.
Contact us
If you have any questions about the production, dispatch or delivery of your order, please contact:
Care4Calais
5 Brayford Square
London
E1 0SG
Registered Charity in England and Wales: 1169048
Registered Charity in Scotland: SC054294
