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Ordering Information - Closeup of person scanning a barcode label
Last updated November 2017

Ordering Information

The important parts of our terms and conditions are explained here,detailing the steps from the time you place your order to the point when your order is delivered. Please familiarise yourself with this information before you make your first purchase with us.

Our terms and conditions

We have a separate document containing our terms and conditions of sale written in the way a lawyer would enjoy reading. Please feel free to view this online here or download your copy below.

We’ve summarised the important terms of this contract in this document, and provided additional information so you’ll know what to expect once you’ve placed your order and also what you can do if things go wrong.

Your information

We take care to protect the information you provide to us, and have prepared a guide to our Website and Data Protection Policy available online here and also available as a download below.

Our online store uses technology that will keep track of the information that you’ve entered from the time you add items to your basket to the point of payment. That means if you need to come back to your order at any point, log back into the store using the same web browser and computer as before.

Placing your order

Orders can only be placed online at our website, We have an ordering system that manages your order from the point of payment to despatch, including information that you can check by logging into your account with us.

If you would like to order something special, for example a customised design or bulk pricing, then please contact us before placing an order and we’ll agree specification and costs, then make that product available online for you to order through your account.

We do not offer credit facilities. You can pay for your order by credit or debit card, with most flavours of card accepted through our payment processing partners at WorldPay. We don’t process your card payment on our systems, so we do not know or keep any sensitive data about the transaction. We automatically record the transaction itself, so we will know straight away that your order is ready to prepare and despatch.

We also accept offline payments for individuals and organisations who cannot use payment cards. To make an offline payment, select ‘BACS or Cheque’ in the Order Summary page of the checkout. Your order will be processed and placed on hold awaiting payment. We will send you a proforma Invoice and all of the details required to make your payment. If you choose to pay via BACS then don’t forget to let us know that a payment has been made as soon as you’ve made it.

Cancelling or amending your order

Once you’ve placed an order with us and payment is received, what happens next depends on whether you have ordered a product that is personalised or not. If the product design is customised or if you have chosen to have specific wording added then it is a personalised product.

For personalised products, we order the materials we require straight away and start manufacture as soon as they arrive at our production facility. Manufacture starts within 3-5 working days of the time of your confirmed order. Once manufacture is underway we cannot amend or cancel your order.

You can change your order for personalised products at any time before manufacturing starts. Small changes, such as wording, can be made without delay or additional payment, but substantial changes may require re-ordering materials and incur an additional cost. Changes to your order may delay the original estimated despatch date. Please contact us for assistance.

You can also cancel your order for personalised products any time before manufacturing starts. We will refund any payment made, less the cost of materials bought-in specifically for your order, within 14 days.

For other products that are not personalised or bought-in specifically for your order, you may amend or cancel your order at any time up to the time of despatch from us. We will refund any payment made for such items, subject to a re-stocking fee of 25% of the product’s value.

Delivery addresses and postage costs

When you order with us, you can specify one delivery address per order. Currently we deliver to UK addresses only and quote for delivery to UK mainland[1] addresses on our website.

Where we specify free delivery for any item, this would include all other items ordered at the same time and delivered to the same address. Free delivery is not available to addresses outside the UK, the UK Highlands and Islands of Scotland, or Northern Ireland, Isle of Man and Isles of Scilly. If you require delivery to these addresses, please contact us before placing an order and we will obtain a personalised quote for you.

Delivery times

If we cannot deliver all of the items you ordered at the same time, we will send the order in instalments and won’t charge extra for this. If you need items in the order to be despatched as soon as they are available to us then we may charge for the extra delivery costs. We will let you know if an order is to be delivered in instalments, otherwise you should expect to receive all items at the same time.

Once manufacturing of personalised products is underway, we will advise of a likely shipping date, normally within 3-5 working days of that time. We try to keep to this date but despatch is subject to factors outside our control. In this case we will let you know what is happening to your order and arrange a new despatch date with you.

If you require a specific delivery date then please contact us and we will endeavour to meet your requirements.

Courier delivery of your order

When ordering fundraising panels, please be aware that they are bulky and heavy and will require a large van to deliver. Please let us know if there will be any difficulty in arranging access for the vehicle and we will try to make alternative arrangements with the carrier. Please also be prepared to assist the driver with delivery into your premises, or alternatively make arrangements with us to find assistance via the carrier. This may involve additional cost.

Please check your delivery for damage as soon as it arrives and let the driver know about any damage before signing for the delivery. In particular, check for damage to corners and edges of the packaging, and if you are in any doubt about damage then advise the driver that it may be damaged, subject to detailed inspection when the outer packaging is removed. If you cannot do this personally, make sure that the person receiving the goods can do this for you.

If the product is damaged, or you suspect it may be damaged at the time you received it then you must let the driver know, photograph the damage and let us know immediately. Courier companies often refuse to accept claims for damage unless the driver is notified and provided with supporting evidence. We do not accept liability for damage caused in transit, but will get involved with the couriers on your behalf to help resolve any problems with the delivery. We can only successfully do this if you follow the above guidelines.

[1] UK addresses excluding the UK Highlands and Islands of Scotland, or Northern Ireland, Isle of Man and Isles of Scilly


Icon Website and Data Protection Policy

General Information

Details about your use of our website and our policy relating to protecting your data.

Icon Terms and Conditions of Sale

General Information

This is our formal set of terms and conditions that you need to agree to when ordering products and services with us.

Acrobat PDF icon Please note you will need Adobe Acrobat Reader 7.0 or later in order to ensure error-free viewing of PDF documents, including those available on this site. Download and install the latest version of the software from If your computer is not able to operate the latest version, previous versions that may work with your computer are available at

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