Frequently asked questions

Frequently Asked Questions

I need to ask a question about my order, who can I contact?

If you have a query about your order, please write to, quoting your order number. Someone in our team will aim to get back to you within 1 working day.

How long will my order take to be delivered?

We aim to get your order to you within 7 calendar days of you placing your order. If you haven’t received your order within that time, please email us at, quoting your order number.

Will my items arrive before Christmas?

All our products are delivered by Royal Mail so we can guarantee delivery before Christmas for any item that is ordered before Wednesday 18th December. We will endeavour to ensure pre-Christmas delivery for orders placed after this date, however we cannot guarantee it will arrive in time.

The product I want is out of stock – when will it be available?

We are currently unable to say when items will be back in stock, but you can sign up to an email alert for any item we don’t currently have. When on the product page, any items not in stock will display a link to register your email for an alert.

I ordered gifts – can you deliver in plain packaging?

All our products are delivered in plain packaging.

Do you offer gift wrapping/gift messages?

Unfortunately we do not currently offer gift wrapping or gift messaging.

I ordered multiple items – will they be delivered together?

We will always aim to send your items together in one parcel. We may, however, need to send larger items in different parcels, meaning their delivery date may be different. If this is the case you will not be charged additional postage.

I have an offer code – how do I use it?

During the checkout process you can input your code and the discount will be applied to your total. If you've clicked on a link from an email, the code will be applied automatically to your cart and you'll see the new total when you're checking out. Unless otherwise stated, the code will be applied to the price of the items in your basket only and the shipping cost will be excluded from the offer.

Can I make a donation along with my purchase?

Thank you for considering a donation to support Samaritans’ work. We do not currently offer the option of making a donation on our online shop. If you would like to donate, please visit or call 03709 00 0032 (Monday to Friday, from 9am to 5pm).

Where will my money go if I buy a virtual gift? 

If you order any of our virtual gift cards you will be making a donation of the amount you have selected to Samaritans. This donation will go towards Samaritans full range of work. The specific item shown on the virtual gift card is an indication only of how your donation will be used. For every £1 donated to Samaritans and its branches in the UK and Ireland, 85p goes on services and just 15p is invested in raising the next £1.