Crisis products terms and conditions

To contact us please email our support team via shoptostop@crisis.org.uk. We aim to respond to all emails within 2 working days.

We take all reasonable care to ensure the product details, descriptions, images and prices that are shown on the website are correct. While we take the utmost care to do this, we reserve the right to refuse orders if details have been mis-published. Please read the product descriptions carefully when you purchase a product.  
For products described as “colours may vary” we will send the item in stock at the time of purchase. 

We are only able to sell and ship products within the UK (except offshore territories). For delivery to Channel Islands and Isle of Man only Royal Mail option for delivery applies.

If a product arrives damaged, faulty or does not match the description, you are entitled to a refund or a replacement if you contact us within 14 days of receiving the item. To do this please contact us via the contact information provided in the How to Contact Us Section in these terms.

For refunds, once you contact us and we mutually agree there is a problem we will refund the total funds you have paid to us for the product, including the delivery cost, as per our Delivery Charge Reimbursement terms.

For replacements, if you wish to receive a replacement for your product instead of a refund, providing we have the product in stock, we will send a replacement to you. 

For items that arrive damaged, faulty or do not match the description, and a refund is requested we will issue a refund of the product as well as the initial delivery cost.  
 
If you have simply changed you mind on a product, when we receive it back from you will be issued a refund of the item, excluding the delivery cost.  

The products we supply are for private use only and are not to be re-sold for commercial or business purposes and Crisis is not responsible or liable for any loss of business, income, business disruption or opportunity arising from any other non-personal use.  
 
Contracts are between the purchaser and Crisis only. No other person has the right to enforce any of the terms.   
 
We reserve the right to end the contract if you break it. We may end the contract at any time for an order and will inform you via written confirmation if you do not, within a sufficient time, allow us or our couriers to deliver the order items to you. 
 
These terms are governed by the laws of England and Wales and both you, as the purchaser, and we, as Crisis, submit to the exclusive jurisdiction of the English courts.  
 
These terms and conditions do not affect your statutory rights.  

When ordering products on our website from our Shop To Stop Homelessness collection, we will send you an email confirming the receipt of your order as well as an order description.

The supply of goods from the website is subject to their availability. In the case of products being unavailable we may remove these items from sale and may do so at any time and without any prior notice.   
 
Whilst we do everything to ensure that stock level on the website is up to date, it is not always possible for us to inform you at the time you place your order whether the goods are still available to purchase. If this happens and we are unable to accept your order, we will inform you of this and will not charge you for the product, or if the payment has already been charged, we will refund the full amount.  

All goods are delivered by Royal Mail Second Class or DPD delivery, depending which option was selected at checkout. If you chose the Royal Mail 2nd Class delivery option your parcel should be delivered in 2-5 working days. If you chose the postage option of DPD you will receive a dispatch note via email or text and should receive your item within 3 working days after order.  
 
All costs related to the delivery are displayed on our website.  
 
If our chosen delivery carrier cannot deliver your product due to you not being at home when the product is delivered, they may contact you to make arrangements for redelivery or collection. If you fail to make arrangements with our chosen carrier to re-arrange delivery or collection you may be charged for further delivery and storage costs. If we or our carrier are unable to contact you to re-arrange delivery or collection, despite our and our carrier’s reasonable efforts, then we may take steps to end the contract. 
 
If products are delayed due to an event that is outside of our control, we will take steps to be in contact with you promptly to inform you and do everything we can to minimise the effect of the delay.  If the risk is substantial you may contact us to cancel the purchase and receive a refund for products you have paid for but not received.  
 
During pandemic times, we aim to maintain delivery as usual. If a delivery needs signing for, the courier will do this on your behalf, if accepted at your address. Our couriers will work in a safe way to ensure hygiene and distancing guidelines are followed at all times. 

You are entitled to cancel your order for any reason, including if you change your mind within 14 days of receiving the item.  
Please note, due to hygiene reasons we cannot accept returns/refunds on our earrings.  
 
If you would like to return a product you will need to send the item in the condition it arrived in, in the original packaging; please see details on the returns form enclosed. We recommend you obtain a proof of posting from the post office. 
 
We reserve the right to refuse to refund or exchange products that are returned to us that are not in a resaleable condition. 
 
If the order is cancelled before it is dispatched, then we will refund you the total funds you have paid to us for the product (including delivery charges). 
 
If you cancel the order once you have received it or it is out for shipping, you will need to return the product to us, and will be responsible for the cost of this, as soon as possible and not later than 14 days of informing us you want to cancel. Once we have received the product, we will refund you the purchase price of the item, delivery costs are not refundable.   
 
If you want to cancel a product you will need to contact us via the contact information provided in the How to Contact Us Section in these terms. You will need to provide details of your order including order number, name and address and what was purchased to enable us to identify the order. 

When you submit your order you are agreeing for Crisis to use the personal data you inputted for the purpose of supplying the items you purchased, processing the payment of the products as well as those set out in our Privacy statement.  
 

Crisis is a registered charity no. 1082947 (England and Wales), SC040094 (Scotland), a company limited by guarantee registered in England no. 4024938 (VAT Number 710501593) at address 66 Commercial Street, London, E1 6LT.