Terms of service
Shop Terms and Conditions
Last updated: 24 August 2026
These Terms and Conditions apply to purchases, donations and virtual gifts made through the Care4Calais online shop. Please read them carefully before placing an order or making a donation.
1. About Care4Calais
The shop is operated by Care4Calais, a Charitable Incorporated Organisation registered in England and Wales under charity number 1169048 and registered in Scotland under charity number SC054294.
Our registered address is:
Care4Calais
5 Brayford Square
London
E1 0SG
You can contact us about shop orders, donations, returns or other enquiries at:
2. Our shop
Our shop offers two different types of product:
- virtual gifts, which are charitable donations represented by an item or type of support; and
- physical merchandise, which is generally produced to order and supplied through our print-on-demand fulfilment partners.
The terms that apply to each are explained below.
3. Virtual gifts and donations
Virtual gifts are charitable donations to Care4Calais. They are not purchases of the item shown or described on the product page.
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.
The item you select is therefore symbolic. Care4Calais does not undertake to purchase, distribute or provide the specific item selected using your individual donation.
Your donation supports Care4Calais's charitable work and gives us the flexibility to respond to changing circumstances and needs.
4. Gifts made in someone else's name
You may choose to make a virtual gift in another person's name.
Depending on the options selected at checkout, we may:
- email the recipient on your behalf;
- include a personal message from you; or
- provide you with a printable gift voucher.
These emails and vouchers acknowledge the donation and the symbolic gift selected. They do not give the recipient ownership of, or an entitlement to receive, the item represented by the gift.
You are responsible for ensuring that any recipient name, email address, personal message and requested delivery date you provide are accurate.
Where you ask us to send an email to another person, we will use their email address for that purpose. Receiving a gift notification does not add that person to our marketing mailing list.
5. Donation refunds
Charitable donations are generally not refundable once they have been processed.
If you believe that a donation has been made in error, duplicated, made without your authority, or there is another exceptional reason why it should be returned, please contact us as soon as possible at admin@care4calais.org.
Any request to return a donation will be considered in accordance with applicable charity law and the circumstances of the donation.
The Charity Commission's guidance confirms that charities' starting point is ordinarily to accept and retain donations and that legal rules apply to when charitable funds may be returned.
6. Recurring donations
Where you choose to make a donation monthly or at another recurring frequency shown at checkout, you authorise us and our payment provider to take future payments at that frequency.
You can cancel future recurring donations at any time by using any subscription-management facility provided to you or by contacting admin@care4calais.org.
Cancelling a recurring donation stops future payments. It does not automatically refund donations that have already been processed.
7. Gift Aid
Where available, you may be invited to make a Gift Aid declaration in relation to an eligible donation.
Gift Aid can only be claimed where the relevant legal requirements are met and a valid declaration has been provided.
If a donation is made in someone else's name, the person actually making and paying the donation is the donor for Gift Aid purposes, not the person receiving the gift notification.
Gift Aid does not apply to the purchase price of merchandise. Where an order contains both merchandise and an eligible donation, any Gift Aid claim will relate only to the qualifying donation amount.
Care4Calais is recognised by HMRC for Gift Aid.
8. Physical merchandise and print-on-demand products
Our physical merchandise is generally produced using print-on-demand fulfilment partners.
This means that products are normally manufactured or printed after you place your order rather than being held by Care4Calais as finished stock.
Your order may therefore be fulfilled by a third-party supplier on our behalf, and different items in the same order may sometimes be dispatched separately or arrive in different parcels.
The fact that a standard product is printed or manufactured after an order is placed does not remove your statutory consumer rights.
Products that are made to your personal specifications or clearly personalised may be treated differently under consumer cancellation rules.
9. Product descriptions and images
We take reasonable care to ensure that product descriptions, sizes, photographs and other information displayed in our shop are accurate.
However, colours may appear slightly different depending on the device or screen being used, and minor variations may occur as a result of the print-on-demand production process.
Please check product descriptions and sizing information carefully before ordering.
10. Prices and payment
The price payable for merchandise or the donation amount applicable to a virtual gift will be shown before you complete checkout.
Any applicable delivery charges, taxes or other charges will also be displayed before payment where relevant.
Payment must be made using one of the payment methods made available at checkout.
If we identify an obvious error in the price or description of an item, we may contact you to explain the issue and, where appropriate, give you the option of cancelling or correcting the order.
11. Order confirmation
After you place an order, we will normally send an order confirmation to the email address you provided.
Please check the confirmation carefully and contact us promptly if anything appears incorrect.
For virtual gifts, additional emails may be sent separately from the standard order confirmation, including personalised gift emails or printable vouchers.
12. Delivery of physical products
Delivery estimates may be provided on the product page, at checkout or in your order confirmation.
Because merchandise is produced to order and may be fulfilled by different suppliers, dispatch and delivery times can vary.
We will take reasonable steps to deliver your order within the timeframe advised to you. Unless a different delivery period has been agreed, goods should normally be delivered without undue delay and within the period required by applicable consumer law.
If different products are fulfilled separately, you may receive more than one parcel.
If you are concerned about an order that has not arrived, please contact admin@care4calais.org and include your order number.
13. Returns and change-of-mind cancellations
We accept returns of physical merchandise.
If you purchase goods online and change your mind, you will generally have the right to tell us that you wish to cancel the purchase within 14 days of receiving the goods.
After notifying us that you wish to cancel, you should return the goods within a further 14 days. These periods reflect the statutory rights applying to most online purchases.
To request a return, please email:
Please include:
- your order number;
- your name;
- the item or items you wish to return; and
- the reason for the return, if you would like to provide one.
We will then provide you with return instructions.
Please do not send goods to our registered office or directly to a print supplier unless we have instructed you to do so.
For a change-of-mind return, you will normally be responsible for the cost of returning the goods unless we tell you otherwise.
Goods may be inspected in the same way you would reasonably inspect them in a shop. If goods have been used or handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be entitled to reduce the refund to reflect any resulting reduction in value.
Where required by law, we will also refund the standard delivery charge originally paid. If you chose a more expensive delivery option, we are not required to refund the additional cost above our standard delivery option.
14. Personalised merchandise
The statutory right to cancel for a change of mind may not apply to physical goods that have been made to your specifications or clearly personalised.
This exception will only apply where the product genuinely falls within that category. A product is not treated as personalised simply because it is produced through a print-on-demand process.
Nothing in this section affects your rights where an item is faulty, damaged, incorrectly supplied or not as described.
15. Faulty, damaged or incorrect goods
If you receive an item that is faulty, damaged, not as described or different from the product you ordered, please contact us at admin@care4calais.org as soon as possible.
Please provide your order number and, where helpful, photographs showing the problem.
We will work with you to resolve the issue and may offer an appropriate refund, replacement or other remedy.
Your rights under the Consumer Rights Act 2015 are not affected by these Terms. UK consumers have statutory remedies where goods are faulty, including a short-term right to reject qualifying faulty goods within 30 days.
16. Refunds for merchandise
Where a refund is due, it will normally be made using the same payment method used for the original purchase.
For change-of-mind cancellations, we may wait until the returned goods have been received, or until you provide evidence that they have been returned, before issuing the refund.
Where applicable, refunds will be processed within the timescales required by consumer law.
17. Orders we cannot fulfil
Occasionally an item may become unavailable, a print supplier may be unable to fulfil an order, or another issue outside our reasonable control may prevent fulfilment.
If we are unable to supply merchandise you have paid for, we will contact you and provide an appropriate refund.
18. Promotional offers and discount codes
From time to time, we may offer promotions or discount codes.
Unless otherwise stated:
- promotions are available for a limited period;
- they may be subject to availability;
- they cannot normally be exchanged for cash; and
- a discount applying to merchandise does not automatically apply to delivery charges or charitable donations.
19. Privacy
We process personal information in order to administer purchases and donations, arrange fulfilment, process payments, send gift communications where requested and provide customer support.
We may need to share relevant information with service providers such as payment processors, Shopify, print-on-demand fulfilment partners and delivery companies in order to provide these services.
More information about how Care4Calais processes personal data is available in our Privacy Policy.
20. Our liability
Nothing in these Terms limits or excludes any liability that cannot lawfully be limited or excluded, including your statutory consumer rights.
We will not be responsible for losses that were not reasonably foreseeable when the contract was made or that were not caused by a breach on our part.
Nothing in these Terms is intended to exclude or restrict rights provided to consumers by law.
21. Changes to these Terms
We may update these Terms from time to time, for example where our shop, fulfilment arrangements or legal obligations change.
The Terms applying to an order will normally be those in force when the order or donation was made.
22. Governing law
These Terms are governed by the laws of England and Wales.
If you are a consumer living elsewhere in the United Kingdom, you will continue to benefit from any mandatory consumer protections and rights that apply to you, and nothing in these Terms is intended to prevent you from bringing proceedings in a court available to you under applicable law.
23. Contact us
For questions about an order, donation, virtual gift, return or refund, please contact:
Care4Calais
5 Brayford Square
London
E1 0SG
Registered Charity in England and Wales: 1169048
Registered Charity in Scotland: SC054294
