Help and FAQ's
If you are enquiring about our publications or your publications order please contact our dedicated publications enquiry team at firstname.lastname@example.org
What is the Arthritis Research UK online shop?
It’s the place to buy gifts and presents for your family, friends and even yourself, all from the convenience of your own home. Whatever you buy, you will be helping us to take the pain away from the 1 in 6 people with some form of arthritis in the UK, and help them remain active, doing the things they love. Your purchases mean we can continue to fund high quality research, educate health care professionals, and provide information to people with arthritis and their carers. This is only possible with your support, so thank you.
If you are looking for gift ideas for your loved ones this Christmas, or just fancy treating yourself, were sure you’ll find something you like and if you are struggling for gift ideas, why not choose a Gift with a Difference this Christmas – a gift that keeps on giving.
Does Arthritis Research UK recommend the products in the online shop?
The shop is operated by Arthritis Research UK Trading Limited, a wholly owned subsidiary which gifts all profits to Arthritis Research UK. No express or implied endorsement of any of the products available in the shop is given by Arthritis Research UK or the Trading company.
How do I cancel or make changes to my order?
If you change your mind and would like to make changes or cancel the order submitted to us please call our Customer Enquiry Line immediately on 0800 389 6692. If you have already received your order please see our Returns Policy page and the relevant FAQs below.
What do the product prices include?
All prices and charges on this site are in UK Pounds Sterling. They include any VAT payable, but exclude delivery charges. The total cost of your order will be the price of the products you order and the delivery charge which is calculated based on your order value. (UK mainland only). Please note that there is no delivery charge for Gift with a Difference items.
Are my personal details secure?
Yes, we utilise the latest in Secure Server Technology to ensure that your personal contact and credit cards details are protected to the highest standards.
What emails will you send me to confirm my order?
We will automatically send you an email confirming your order, when it is dispatched and any changes you might make to the order or your personal details. We'll also contact you in the unlikely event that there's a problem with the payment or delivery of your order.
How much do you charge for delivery?
The delivery charge is calculated based on your total order value. Please calculate the total cost of your order (excluding cost for Gift with a Difference items) to find the appropriate delivery charge. Please note – there is no delivery charge for Gift with a Difference items.
Order value delivery charges
| Order value
| Delivery charge
| £0.01 - £9.99
| £10 - £19.99
| £20 and over*
* This offer excludes our Gifts with a difference.
Please note that in case of severe weather conditions deliveries may be delayed.
How do I place my order?
Find the items that you want. First you will need to browse or search for the items you would like to order. Keyword search boxes are located on nearly every page of our website. If you know the product code of the item you want you can type this into the search box and find the product straight away.
Adding items to your shopping basket
To add an item to your basket, click the ‘Buy Now’ button on the item's product detail page or the category listing page. Once you've added an item to your basket, this will be indicated in the shopping basket icon at the top right hand side of the page.
To continue shopping simply select more items and add them to your basket. You can access the contents of your basket at any time by clicking the 'shopping basket' icon at the top of every page of our website.
Proceed to checkout
Take a moment to review all the items you've placed in your basket. When you're ready to complete your order click the 'Proceed to Checkout' button. You will be taken to the first page of the order process.
Confirm delivery address
Make an extra donation
Any donation in addition to your order is greatly appreciated. It will help fund research projects that are improving treatments to take the pain away from arthritis sufferers.
Review and submit your order
Check the accuracy on all the information that you have provided and make any necessary adjustments. When you are ready, click the 'continue' button to submit your order. Once you have placed your order, we will send you a confirmation email message. We will send you another email message at the time of dispatch.
Provide payment information
Let us know how you would like to pay for your order. You can pay for your online order using Visa, Maestro and MasterCard. Enter your credit card number without spaces or dashes.
What forms of payment can I use?
You can pay for your online order using most credit or debit cards - all Visa and MasterCard cards are all accepted. You will always have the highest level of security, with your payment details automatically encrypted when you enter them.
How do I get a refund?
We offer a 14 day no quibble returns period. If you are not completely satisfied with any item/s ordered we will give you a refund on your purchases. Please call our Customer Enquiry Line on 0800 389 6692 to request a refund and return the item/s in their original packaging. This guarantee is in addition to and not in substitution of your statutory rights.
You can expect a refund for the purchase in the same form of payment originally used within three weeks of us receiving your return. Please note that the costs for returning the item to us are non-refundable. If you are returning an item/s because of an error on our part or because the item/s is/are damaged or defective, we will be happy to refund the delivery charges you incur in returning it to us.
When you return goods, please retain proof of posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive. However, during busy periods, please allow up to 21 days for your return or exchange to be processed.
Can I exchange an item?
We are happy to accept items for exchange providing they fall under our 14 day return policy. Food items returned must be unopened with any seals and shrink-wrap intact. Please specify the item you require in exchange for the returned item.
How do I get a Returns Label?
You will receive a Returns Label as part of your dispatch note. This should be used when returning any goods. Please call 0800 389 6692 or send us an email to email@example.com if you need to request a replacement Returns Label.
When do I get my refund once I have returned an item?
You can expect a refund in the same form of payment originally used for purchase within 30 days of receiving your return.
What are my rights under the Distance Selling Regulations?
If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 14 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us (if possible, see individual product Returns Policies for details) or collection arrangements made, promptly at your cost. If we collect the item from you, you will be charged the cost of collection (up to £100 in some cases) which will be notified to you at the time of cancellation.
You must inform us of the cancellation of the contract.
This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.
The Regulations do not apply to flowers and plant gifts, made to order curtains, made to measure shirts or fresh hampers.
Comments and Complaints
We welcome all feedback about our online shop and customer service. If you wish to make a complaint in writing, please send your letter to:
Arthritis Research UK
St Mary’s Court, St Mary’s Gate
Derbyshire S41 7TD
If you would prefer, you can contact us by phone on 0800 389 6692 or send us an email at firstname.lastname@example.org The lines are open Monday to Friday from 9am until 5pm. We will do our best to respond to you as soon as possible – usually within two working days.