Frequently asked questions
We hope the following questions and answers provide you with everything you need to know about shopping with St John’s Hospice.
If you cannot find the answer to your question, please get in touch by emailing retail@hje.org.uk or by calling us on 0207 806 4011. We’re always happy to help!
How much are your products?
All of our packs of cards are £3.99. This is for a pack of 10 cards with envelopes. Our gift wrap packs are £3.50. These include 4 sheets of wrapping paper each sized 500 x 695 mm, with matching sticker tags. We have a range of merchandise in celebration of our 40th anniversary and a range of charity gifts which vary in price from donations of £10 up to £500.
Which payment methods do you accept?
We accept all credit cards issued by Mastercard and Visa as well as the following debit cards: Mastercard, Visa Debit, Visa Delta, Switch, Solo and Maestro. PayPal, Amex and Discover cards are not accepted.
Are your products recyclable?
All our printed products are 100% recyclable, including their packaging, and printed with natural inks meaning this festive season, your cards and gift wrap will not only help our hospice but be kinder to the environment.
Are all your cards blank inside?
We’ve left all our cards blank so that you can personalise each one you send according to its recipient.
Do you have cards for all religious holidays?
At the moment, we have cards for Christmas and Hanukkah included in our range. We are hoping to expand our range even further soon so keep your eyes peeled.
What are my delivery options?
We charge a delivery fee to help cover the costs of sending you your products. This allows more money to go towards providing our quality, holistic care when it is needed most.
We offer standard UK delivery for £3.99 on all orders and FREE standard UK delivery on all orders over £30. We aim to dispatch all online orders on the same day (if ordered before 2pm). Standard UK delivery usually takes 3-5 working days from dispatch.
Please be aware that these timescales are indicative and there may be delays in the delivery network that are outside our control. Please note we are not currently able to offer next day delivery nor international delivery.
How do I know if my order has gone through?
Once you’ve ordered your items, a printable confirmation page will appear, detailing your order number. You should also receive an email confirmation within an hour of placing your order (as long as you entered your email address correctly), which will contain your order details.
If you don’t receive this confirmation email, it may have gone into your spam folder in your inbox, so please check their first. If you can’t find it, please email retail@hje.org.uk or call us on 0207 806 4011.
I’m having problems placing my order online, can you help?
Of course, we’re always happy to help. Please call us on 0207 806 4011 and we can help guide you through purchasing cards on our website. Alternatively, you can visit our charity shop on St John’s Wood High Street or our hospice where our range of cards and gift wrap are available to purchase in-person.
I haven’t received my order, can you help?
If you think your order may have been lost in the post, please email retail@hje.org.uk or call us on 0207 806 4011. We’ll ask for your full name and address and details of your order including when payment was taken from your account.
How do I return an item?
We hope you are happy with your order but if there is something wrong with any of your items, you may return them within 30 days of purchase providing they are still in their original packaging and the same condition as when you bought them. Email us at retail@hje.org.uk providing details of your order to allow us to identify your purchase and to start the return process.
You will then be asked to return your items to us by packing them securely (in the original packaging where possible) to:
Fundraising Department
St John’s Hospice
60 Grove End Road
London
NW8 9NH
Unless returning an item due to a fault, you will have to bear the direct cost of returning the goods. Please retain proof of postage when returning your items.
Please note that we are not able to offer returns and refunds on our charity gifts as these are classed as donations.
When will I receive my refund?
You will be refunded via the same method used for payment. Please allow up to 14 days for refunds to be processed.
If you are returning the items to us due to a fault we will refund the postage costs as well. Please retain proof of postage.
Please note that we are not able to offer returns and refunds on our charity gifts as these are classed as donations.
What other ways can I help St John’s Hospice?
Donate, join us at an event, give in memory, fundraise, or volunteer at our hospice or charity shop. There are so many ways you can get involved with St John’s and help us to provide quality, holistic care to people living with life-limiting illnesses and their families across North London.
Visit our website www.stjohnshospice.org.uk to find out more.