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FAQs

About the VSO shop

The VSO Shop is an online space where you can purchase a range of products designed to represent VSOs work and values. Whether it’s a branded mug, a statement bag, or an ethical gift that you’re after – you’ll find it here! Launched in September 2018, this is a new and exciting venture for us, and we have lots of ideas about how we might like the store to grow. If you have ideas for products you’d LOVE to see us stock then please do email us at shop@vsoint.org. Happy shopping!

FAQ links

ORDERS AND PAYMENT



DELIVERY AND RETURNS



DATA AND SECURITY

Orders and payment

How can I pay for my purchases?

Once you’ve found a product you wish to purchase, select the item by making sure you have correct amount in the quantity box, and then click on ‘add to cart.’ If you change your mind while browsing, just click on the basket icon to add or remove items from your basket.

Which payment methods can I use?

We accept all major credit and debit cards including Visa and MasterCard. Unfortunately, we can’t take card, cash or cheque payments by telephone or post.

Can I place orders over the phone?

Unfortunately we have no facility for taking orders over the telephone.

I don’t have access to a computer?

Unfortunately there are no other options at this time.

I have a query regarding my order?

The customer helpline number is +44 20 8780 7500 and is open from 9am – 5.00pm (BST), Monday to Friday. Alternatively you can email shop@vsoint.org with your query.

Does all the money from each sale go back to VSO?

The online shop is a trading company for VSO and all proceeds are donated back to VSO to support the work we do.

Can I reclaim VAT if I live outside of the UK/EU?

Unfortunately this is unavailable for products purchased online.

How do promotions and discount codes work?

Discounts and promotional discount codes offered by VSO Shop are valid only for use as part of a purchase made via https://shop.vsointernational.org/, unless otherwise stated.

Promotion codes – Please enter your promotion code in the field provided during checkout. You will then see your discount applied. Only one discount code can be used per order. T’s & C’s apply.

How will I know if my order has been placed successfully?

Once your order has been submitted successfully you will receive an automated confirmation email with your order details and an order number.


Delivery and returns

How much do you charge for postage?

You can see a breakdown of postage costs on the delivery information page.

Can I change the address on my order once I have placed it?

Once the order has been confirmed by email, we regret that you will be unable to change the delivery address.

How long will my order take to arrive?

We have varying delivery times depending on where you live in the world. Please take a look at our deliveries page for more information.

Do you accept international orders?

Yes we do! Please order away!

How do you handle customs fees for International orders?

There may be local duty and/or taxes payable on goods delivered outside of the UK. VSO Shop is not responsible for paying these charges.

Can I send orders to multiple addresses?

Unfortunately we are unable to offer this at this time. However, you can place more than one order to send different items to different places. It is possible to send any one order to a different address to the billing address.

How do I return any item?

We only accept returns for damaged and faulty items. For more information, please take a look at our returns and refunds policy here.

What is your refund policy?

Unfortunately, we are only able to refund damaged and faulty items. Please take a look at our returns and refunds policy here.

Can I just exchange my item for another?

Unfortunately, we do not currently offer exchanges and we only accept returns for faulty items.


Data and security

Is this website secure?

Yes, the VSO website and shop are secure (you can check this by looking for the padlock icon in your web browsers address bar).

What do you do with the information that is inputted into my account?

We will ask for your name, email address, billing and shipping addresses and telephone numbers. This account information is kept along with your order history to enable us to contact you about your order. You can view your account information and the status of your orders by clicking on the "My Account" page at any time. We do not store your credit card information, as your payment will be processed by Stripe via their SSL accredited servers.

Do you share my data with anyone else?

Your details are very important to us and we do not sell these to any third parties.