When you're ready to buy the items you have added to your basket, click on checkout to start the checkout process.
You can get to checkout by clicking on "# Items in basket".
If you are a new customer you can register your details with us so you won't have to provide your details again every time you shop with us. This enables us know who placed the order and if you purchased goods for yourself, we know where to send them.
If you already registered with us, just sign in using your email address and password. If you have forgotten your password you can get it sent to the email address you registered with, click here for your password.
If you need help placing an order, please call our Customer Services Team (during office hours) on 01207 523295. Or you can complete the Online Query Form and we will get in touch with you.
If you'd like to order a large quantity of goods, please contact the Customer Services Team during office hours or via the Online Query Form or 01207 523295
If you need to change your order please call our Customer Services Team as soon as possible on 01207 523295 and they will do their best to amend your order (please leave a message if your call is outside office hours). We are only able to change your order if it has not been dispatched.
You can only cancel your order by letter, fax or email to us 14 days after placing your order. If you cancel after the goods have been dispatched, you should go through the returns process.
To check if your order has been dispatched please call our Customer Services Team anytime on 01207 523295.
We regret we are unable to cancel a personalised item as they are unique to the purchaser. Our usual refund and exchange policy does not apply to personalised items and they cannot be refunded or exchanged unless they are faulty.
Once your order has been made you will receive an email confirming your order details. We aim to dispatch orders within 3-5 working days of receipt of the order, however please allow 14 days for delivery. We will send you an email to let you know when your order has been dispatched.
If you don't receive either email please call our Customer Services Team on 01207 523295 during office hours or complete the Online Query Form.
We accept the following payment methods:
Please note that we don't accept Diners or American Express cards.
Please call our Customer Services Team on 01207 523295 or complete the Online Query Form if you are not paying by credit card.
All cheques and postal order need to be made out to 'Derwentside Hospice Care'.
Please note that whilst VAT is included in the prices. The prices shown are excluding postage and packing.
You can review your packaging and delivery charges as you shop by checking your on-line shopping basket. We will present your total charges as you check out, before you complete your order.
We aim to dispatch orders within 3-5 working days of receipt of order, however please allow up to 14 days for delivery. For any items shipped directly from the supplier such as personalised items, please allow 28 days for delivery.
If your items have not arrived after these times please contact us via the Online Query Form or call us on 01207 523295 (during office hours)
For UK mainland addresses only. All orders received by the 14th November 2010 will be delivered by Christmas Eve or sooner. Personalised items should be ordered by 10th November 2010 to ensure that the goods arrive by Christmas.
We ship items worldwide. For overseas delivery charges please contact Customer Services Team on 01207 523295 (during office hours).
Your delivery address can be different to your home address, so you can arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person cannot deliver your order because no one is in, a card will usually be left giving instructions on how to arrange redelivery.
If you have not received the entire order within 14 days (or 28 for personalised items), please contact our Customer Services Team via the Online Query Form or call us on 01207 523295 (during office hours). Please remember to quote your order confirmation number.
If you have not received the right goods please get in touch with us via the online contact form or call our Customer Services Team on 01207 523295 (during office hours) and explain the situation. Please remember to quote your order confirmation number.
We take a great deal of care when packing orders to make sure that the items you've ordered arrive undamaged, however, occasionally goods do get damaged in transit .
If your order arrived damaged please complete the online contact from or call our Customer Services Team on 01207 523295 (during office hours) and we will arrange for replacements.
Please contact us before you return the damaged items and quote your order confirmation number.
We offer a money back guarantee on all our products except personalised items. If you decide within 14 days that you do not want your purchase, send it back to us in mint condition and we can refund you the cost of the items or exchange the item.
We do not refund postage and packing costs 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.
Please follow the steps below to claim your refund or exchange:
You may want to send it via Registered Delivery as we will be unable to process your refund or exchange if your items go missing. We will either send you the alternative item you've requested or refund the item to your credit card. Refunds will take 5 working days to go through from receipt of the goods
If the goods are damaged or not what you expected please return the items to us. If you have any queries you can email us via the Online Query Form or call on 01207 523295 (during office hours).
We are unable to offer a refund or exchange on personalised items unless they are faulty .
In these conditions the following terms shall have the following meaning "The Company" means Derwentside Hospice Care Foundation (Willow Burn). "Customer" means the customer of the company. "Contract" means any contract for the sale of goods by The Company to the Customer.
Payment shall become due upon placement of the order except in the case of mail order. Payment for orders placed by fax or mail shall be included with the printed order form. No goods shall be supplied without payment.
Goods shall be delivered by a carrier of The Company's choosing. Carriage will be at cost to the Customer and forms part of the invoice. We aim to dispatch goods within 3-5 working days. Please wait 31 days to report to the Customer Services Team on 01207 523295 (during office hours for any outstanding orders.
Claims arising from damage delay or partial loss of the goods in transit must be made in writing to The Company within seven working days of delivery. The Company shall be afforded reasonable opportunity to investigate any claim made hereunder, and the Customer shall, if so requested in writing or verbally by The Company promptly return any of the goods subject of any claim and any packing materials securely packaged and return them to The Company for examination.
a) If the Customer establishes that any of the goods have not been delivered, or have been delivered damaged, or are not of the correct quantity, The Company shall at its option, replace them with similar goods, or allow the Customer credit for their invoice value.
b) If the Customer establishes that any of the goods are defective The Company shall, at its option replace them with similar goods or allow the Customer credit for their invoice value.
c) In no circumstances shall the liability of The Company to the Customer under this condition exceed the invoice value of the goods.
Goods that are faulty or do not fit must be returned to:
Willow Burn Hospice,
Maiden Law Hospital,
Howden Bank,
Lanchester,
Durham,
DH7 0QS
The Company reserve the right to alter specifications to those stated in the catalogue including slight differences in colour, shade and size.
The Customer's statutory rights will not be affected.
This policy covers how Derwentside Hospice Care Foundation (Willow Burn) treats personal information that they collect on this and other web sites, including information related to your past use of the site such as previous order details.
Personal information is personally identifiable information about you such as your name, address, email address, phone number and so on, that is not normally publically available.
This policy does not apply to companies that Derwentside Hospice Care Foundation (Willow Burn) does not control, or to any third parties that Derwentside Hospice Care Foundation (Willow Burn) does not employ or manage. In particular, this site may have links to external sites that Derwentside Hospice Care Foundation (Willow Burn) does not own or control and you should look at each such site's own privacy policy to see how your personal information is managed.
Derwentside Hospice Care Foundation (Willow Burn) collects personal information when you register with Derwentside Hospice Care Foundation (Willow Burn).
When you register we ask for information such as your name, email address, birth date, gender, zip code. Once you register with Derwentside Hospice Care Foundation (Willow Burn) and sign in to our services, you are not anonymous to us.
Derwentside Hospice Care Foundation (Willow Burn) collects information about your transactions with us.
Derwentside Hospice Care Foundation (Willow Burn) automatically receives and records information on our server logs from your browser, including your IP address, Derwentside Hospice Care Foundation (Willow Burn) cookie information, and the page you request.
Derwentside Hospice Care Foundation (Willow Burn) uses information for the following general purposes: to fulfill your requests for products and services, improve our services, contact you, conduct research, and provide anonymous reporting for our Management team and/or our Web team.
Derwentside Hospice Care Foundation (Willow Burn) does not rent, sell, or share personal information about you with other people or companies except to provide products or services you've requested from our site(s), when we have your permission, or under the following circumstances:
We respond to subpoenas, court orders, or legal process, or to establish or exercise our legal rights or defend against legal claims
We believe it is necessary to share information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of Derwentside Hospice Care Foundation's (Willow Burn) terms of use, or as otherwise required by law.
If Derwentside Hospice Care Foundation (Willow Burn) is acquired by or merged with another company, Derwentside Hospice Care Foundation (Willow Burn) will notify you before information about you is transferred and becomes subject to a different privacy policy.
Derwentside Hospice Care Foundation (Willow Burn) may set and access Derwentside Hospice Care Foundation (Willow Burn) cookies on your computer and uses cookies in connection with Derwentside Hospice Care Foundation's (Willow Burn) site for your benefit.
You can edit your Derwentside Hospice Care Foundation (Willow Burn) account Information, including your address and contact details at any time. You cannot directly change the name, address, contact details and other details of existing orders, but can contact Derwentside Hospice Care Foundation (Willow Burn) to change order details if you need to.
We reserve the right to send you certain communications relating to the Derwentside Hospice Care Foundation (Willow Burn) store such as relevant service announcements and administrative messages, which are considered part of your Derwentside Hospice Care Foundation (Willow Burn) account, without offering you the opportunity to opt-out of receiving them. You can remove your Derwentside Hospice Care Foundation (Willow Burn) account which will stop you being sent these messages. Please note that if you place an order with the site, that Derwentside Hospice Care Foundation (Willow Burn) will keep a permanent record of your details as entered at the time of the order.
We limit access to personal information about you to employees who we believe reasonably need to come into contact with that information to provide products or services to you or in order to do their jobs. We have physical, electronic, and procedural safeguards to protect personal information about you. We also comply fully with the UK Data Protection Act.
Derwentside Hospice Care Foundation (Willow Burn) may update this policy at any time. We will notify you about significant changes in the way we treat personal information by sending a notice to the primary email address specified in your Derwentside Hospice Care Foundation (Willow Burn) account or by placing a prominent notice on our site. If Derwentside Hospice Care Foundation (Willow Burn) chose to send an email, you will be sent the email even if you are unsubscribed from receiving general emails from us.