Please refer to the following information when using our online shop.

Profits

All profits from the sale of merchandise through our online shop will help us achieve our charitable objectives.

Order processing

You can place an order by browsing our site and click ‘Add to basket’ on the products that you wish to buy. Once you have finished your selection, click on ‘Checkout’.  Please check your items carefully and complete delivery address and register your name and email. Click on ‘Add payment details’ to enter your card details and billing address then click on ‘Complete payment’.   

Once an order is placed, you will receive a confirmation email with a summary of your order, this is to indicate we have received your order.  

A copy of the Receipt will be shipped with the products.

Order Errors

If you have made a mistake in your order and cannot correct it in the shopping basket please contact us and we will rectify the error for you.

Amending your order

You can amend your order at any time before it is dispatched. Please contact us and we will be happy to help you.

Credit card security

All credit/debit card transactions and details are handled by Stripe card payment services. Card numbers are not held in clear text on any website.

We accept MasterCard, Visa and American Express. If you are purchasing from outside the UK, your credit card company will convert the transaction to your local currency.

VAT Charges

VAT, where applicable, is included in the price of all products.

Guarantee

Your satisfaction is important to us. We aim to ensure that goods are accurately described. Should your purchase fail to meet your expectations, simply return it to us within 14 days from the date of delivery. We guarantee to replace it or refund the purchase price. Please note that we can only refund the purchaser.

You also have a statutory right to cancel your order and receive a full refund for any goods within 14 working days after receipt of goods.

Please note that all products sold conform to the appropriate British and European standards and they are offered subject to availability at the time you place an order.

Cancelling your order

You have a legal right to cancel your order up to 14 days from the day of delivery.  

Delivery

We endeavour to process all orders within 48 hours of being received. Whilst you should normally receive your order within a week, please do allow up to 14 days. Purchased goods are usually delivered by Royal Mail Second Class although we may use other delivery services from time to time.

Your delivery address can be different to your home billing address, so you can arrange for your order to be sent to your workplace or a neighbour who you know is in during the daytime.

Stock availability

Sometimes items sell out due to popular demand. We will always try to replenish stock but sometimes this is not possible due to suppliers lead times. If you have placed an order for an item that is no longer available, we will offer you an alternative item or a refund.

Problems with your order

If your order has not arrived within 14 days, please contact us. Similarly, if you receive an incorrect or damaged item, please contact us within 14 days. We will offer you a replacement item or a refund, as per our returns policy.

Returns policy

In the unlikely situation that you receive an item that is damaged or faulty, we will give you a full refund, including the cost of returning the item to us. If you simply change your mind, we will refund the cost of the item, but the cost of returning it to us will be your responsibility.

We do not refund postage and packing costs after 14 working days of receipt of the purchased goods, unless the item is damaged or faulty. We reserve the right to refuse a refund on items that have clearly been worn, laundered or used. This does not affect your statutory rights.

Return method

• Contact our team on the details at the bottom of this page within 14 days of receiving the item and let them know you wish to return it. You can choose to receive either a replacement item or a refund.
• Carefully repackage the item, including a copy of the receipt in the return parcel to help us identify your order.
• Send your returns through a service that insures the value of the goods. We recommend recorded delivery.
• Keep proof of postage. The cost of returning the item to us is your responsibility unless the item is faulty or damaged.

Once we receive your returned item(s), we will refund the amount back to your credit or debit card within 14 days. This is subject to normal postal services and does not include adverse weather conditions, industrial action or other extraordinary circumstances outside the control of Dorset and Somerset Air Ambulance.

Exchanging an item

You are entitled to a replacement product up to a maximum of 14 days after you have received your order if, for example, the product you ordered arrived damaged or was the wrong size.

To exchange an item, please follow our returns procedure above. If your item is in stock, we will endeavour to replace the item within 14 days of receipt. If your item is not in stock, we will provide the date that it will be available or offer a refund. The cost of returning the item to us is your responsibility unless the item is faulty or damaged.

Contact us

If you have a query about your order, you can contact us using the following methods:

• Telephone: 01823 669604
• Email: [email protected] 
• Post: Dorset and Somerset Air Ambulance, Landacre House, Castle Road, Chelston Business Park, Wellington, Somerset, TA21 9JQ